KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
26 results found
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Microsoft Outlook plug-ins
Examples of Outlook plug-ins..
• New Ticket option in Outlook for users that creates a new message in support request form with fields that will send to the Kace support request queue
• Create a Ticket option in Outlook for techs (takes an existing email message from a user and sends it as a Kace support request) that presents a form for the tech support person that will populate in Kace
The kind of thing I am talking about is touched on in this article from 2001(!) where some of the ticket creation work is handled once by the person…
280 votesThis is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.
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Allow for modification of the user survey at the end of the ticket
I would like to be able to change what is asked for in the user survey at the end of a ticket. Instead of just asking a user how satisfied they are I may want different departments to answer different questions, such as if the problem is reoccurring or if there are any other related issues affected by this ticket.
195 votesThis is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.
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Allow custom views to be shared
Allow for custom views for tickets, assets, etc. to be shared by other users. There could be global views, team views, personal views, etc.
169 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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HTML Forms to capture user input
The ability to create HTML Forms to capture user input in a controlled manner with appropriate controls and that it allows for validation.
Something similar to InfoPath Forms but at a basic level that integrates nicely with K1000 Service Desk
The ability to do this in a knowledge base article and in a ticket would be nice
The submission of this form could then trigger the creation of a new ticket or trigger a ticket process and email appropriate users.
106 votesThis is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.
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Email Notification when ticket moved to different Queue
When a ticket is moved from a queue to another queue allow the ability to send an email notification to the queue owners.
103 votesThis is typically handled with a ticket rule, as most teams have wildly different requirements and expectations.
While we review the feature for consideration, please feel free to update your comments from "we want this" to "How I would expect it to function is...".
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Service desk owner out of office
Add a feature that when someone is going to be out of the office, all they have to do is log into the portal and say "Out" or "In" and whenever they are auto assigned a ticket, that ticket will go to an unassigned status so all the owners of the queue see that ticket.
71 votes -
Stop the flow of a process if a child ticket is rejected
As of now, when a child ticket is rejected within a process and closed, the process will continue. Change it so that when a child is rejected that it will stop the process flow.
70 votesThis is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.
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Allow Work field to be set as required
Would like the ability to set the work section in the service desk as required. Currently, tickets can be closed without adding any work to them.
61 votes -
Slack integration for Service Desk (api or RSS)
There are several ways of doing this. See https://api.slack.com/ for more info. An alternative would also be to make user-specific RSS feeds of tickets assigned to them, with http authentication. That way you could integrate the k1000 to a lot of automation services, like IFTTT, Zapier.
61 votes -
Branching Workflows in Service Desk
Be able to create branching workflows based off of answers made in a work flow. Example new account request may have a question do we need to order a computer, if yes create these tickets, if not then create these other tickets.
56 votes -
Service Desk: Set attachment as required
Upon using Dell Kace ticketing for job requests, attachment was not rarely used by the submitters. The Service desk must view at the real requests of the submitters.
The settings for attachment field was not there on Customize Fields and Layouts. Please set the attachment field as required.42 votesThis is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.
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Restrict Which Queue a user can see
We are an MSP and we have specific queues for specific clients. these queues have the clients name on them. the issue is in the client portal users can select which queue to see. while they wont be able to submit tickets to those queues ( i have them restricted with labels) they can still see those queues exist and see the names of our clients. i would like the ability to restrict a given user to only seeing the queues i want them to see.
36 votes -
Allow filtering by queue (was removed in 6.3)
We used to be able to exclude (or include) queues within the advanced search within the service desk. "Queue" has been removed from the filter drop down list in the last update. This would be helpful to have back as I only manage certain queues. Thank you!
26 votes -
Users submit tickets to only one queue but IT staff can still set them as submitters in any queue
When a user submits a ticket, we only want them to be able to be able to choose to assign to our Service Desk queue so the Service Desk can triage and assign to the correct support queues. But we also want the user's contact info to be listed as the contact for the ticket in any queue. If we remove the ability of the user to be listed as the submitter, we can limit the queue they assign their ticket to (they only see Service Desk queue), but we cannot create a ticket in any queue on their behalf…
24 votes -
Pop up notification that another technician has a ticket opened
One annoyance that we have had so far with Kace compared to our previuos Help Desk system (TrackIt) is that when a new ticket comes in, multiple people will start looking at it. Without any of them knowing someone else is working on it, you end up with 2 or more people contacting the same user about the same issue. It would be nice if there was some sort of pop up or something on the screen when you opened a ticket, that someone else already has it open. Something like "Joe smith is currently viewing this ticket". Then I…
21 votes -
Add Queue Owners check boxes to the Escalation and SLA Violation email on events function
It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!18 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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I would like the ability to limit a user to viewing only certain queues without removing their ability to submit tickets to that queue.
Limit user access to queues without limiting their ability to submit tickets to that queue. We have 3 queues and I do not want the user of the third queue viewing the tickets in the other 2 queues (unless it is a ticket this person submitted). Thanks.
18 votes -
Set Default Priority per Category
Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.
15 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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Hide "Also show child history" from parent ticket
I would like to be able to hide the option "Also show child history" from a parent ticket? Currently if you create a child ticket, the submitter of the parent ticket can see all of the comments of the child ticket by clicking on "Also show child history" in the parent ticket. Sometimes I do not want the submitter of the parent ticket to see the child tickets comments as it may contain information they do not need to see based on a fix or other comments from the support team. Ideally, what would happen is a user would submit…
8 votes -
6 votes
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