KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
21 results found
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Drop down list of categories in the knowledge base
Pretty Simple idea - create a drop down list for the category field in the knowledge base similar to the Type field in the Asset side. This would reduce human error when creating categories, because at the current time, spelling errors can create different categories. It would allow for more structure for the knowledge base that can be defined by a KB admin instead of a user.
162 votes -
The Knowledge Base should have an author field
The author is important, if clarification or modification is needed yesterday. This should be filled in automatically based on logged in user, but could be changed if needed. Say if a proxy was entering the article.
143 votes -
Customize the K1000 Knowledge Base layout
In the K1000 Knowledge Base, it seems necessary to have the ability to customize the layout, similar to the Help Desk / Service Desk Ticketing (add columns, change column widths, change header wording, etc), and would be well used and very appreciated.
78 votes -
Adding Keywords or Tags to KB Articles
I would like to see the addition of a Keywords or Tags details when creating Knowledge Base articles. I believe this would be beneficial to our end users if they need to search for Knowledge Base articles.
64 votes -
Knowledge base version control
Version control would be awesome. Then knowledge base could be better used for help/instruction/rules documentation. Without versioning the changes made to documentation are not tracked and this is generally required from the quality perspective. The writer and perhaps the reviewer should also be included as a field.
63 votes -
Knowledge base article attachments not showing up in ticket
I created some knowledge base articles with attachments. The attachments show up fine when i look at the kb however when i attach the kb to a ticket the attachment does not show up anywhere.
i was told by kace support to copy the link of the attachment into the kb and that half works but does not work for the mobile app.
10 votes -
Knowledge Base Suggestions Show or Hide During Ticket Creation
Add a control in configuration to show or hide Knowledge Base Suggestions during the creation of a ticket.
10 votes -
KB suggestions while creating ticket
You know how when you're filling out the service request form on support.quest.com, it suggests KB articles based on keywords in your request? It would be helpful if KACE could do that, too. That way, techs could get answers handed to them while they look at a ticket, and users could potentially get answers to their questions without having to get IT involved at all.
9 votes -
Create KACE Knowledge Base Collections for Different Audience
Hello,
I'm working on developing a Knowledge Base for IT Support Help Desk in my organization, the idea is to have end user (public) articles where the end user will be able to find solutions (self-help) and Internal IT Support collection will be for Tech. Professionals.
My proposed idea is to be able to have two knowledge base collections by separating the two categories. I worked with ServiceNow in the past and this platform is able to create “ Knowledge Article Owning Groups” managing access by distribution list.
This is a good practice to separate the two collections one targeting…4 votes -
Restrict Knowledgebase Visibility in Admin Portal Based on Label and Role
Currently assigning a label to a knowledgebase article only hides it from the standard user portal. I would like to be able to also restrict who can view certain knowledgebase articles when logged in though the admin portal. For example, network administrators, system administrators, software developers, etc. should be allowed to place KB articles in Kace that can't be viewed by helpdesk. Currently anyone who can log into the admin portal can view all KB articles.
3 votes -
When searching for a knowledge base article in the help desk, when a filter is selected, can a cascading list option be added to the setup?
When selecting a knowledge base article through the filter, can there be a cascading list option be added to the setup.
3 votes -
Better base system
#tag system - search for document easy - When commented on a helpdesk ticket- as an admin you see all guides. Good to have a filter to filter by label. number of times you send a guide to someone and its a Admin guide. the way we got around this is to use user guide: & IT: at the start at each guide. - looks messy
3 votes -
Remove login from support.quest.com knowledge base
It's annoying not having any of the KB articles indexed by Google and requiring login every time I want to search a the online KB. What is the point of locking this down? It is so frustrating that I break the pencil that I'm holding. Remove the login, it is not top secret information!
3 votes -
Fix Date Sorting in Knowledge Base
Created and Modified Date sorting within the Knowledge Base section of KACE SMA sorts the columns as strings rather than dates. This is very inconvenient when trying to review recently modified articles.
3 votes -
Knowledge base Internal/External Segmentation
Some knowledge base documentation is for internal support staff and some are for end-users. It would be great to have a drop down on each KB article to select which type of KB it is, whether Internal or External.
2 votes -
Export SMA KB articles to .docx, .odt, .pdf etc.
Many of our IT procedures were documented in the Kace SMA as KB articles. Our compliance and audit team wants all documentation for all departments to be in a central repository such as a network share and NOT embedded in software like Kace, One Note, etc. Having the ability to export would save us hundreds of hours of copy and paste.
1 vote -
Group or label by queue
Would be interesting create a way to see the knowledge base just only from the queue where I am accessing tickets, rather than see all knowledge base from kace. I believe that using labels we can do this easily but this is impossible nowadays.
1 vote -
Enable to filter knowledge base by queue tickets
Rather than control access to knowledge base by users labels, is too much better to control by queue. I have a lot queues and I need to do several changes. In this case, I can change only the queues within my label.
1 vote -
Link knowledge base articles to ticket descriptions
My idea is to link knowledge base articles directly to ticket descriptions our customers (employees\users) submit such that, when a tech opens that ticket, the links appear as either keywords identified in the ticket description or even an actual underlined html style hot link of the word or words. When clicked, the linked knowledge base article could open in a separate window or browser tab.
1 vote -
Allow the ability to import knowledge base articles via CSV.
Allow the ability to import knowledge base articles via CSV file.
1 vote
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