KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
107 results found
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Retire Users - Helpdesk
There should be a way to retire users especially when using the helpdesk module/ticketing system.
Sinces users are tied to helpdesk tickets, deleting users would not be an option since that would affect tickets (blank space for ticket usernames).
941 votesCompleted with SMA v7.2
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Dashboard for Help Desk
I would like to see a better solution for reporting on the Help Desk side, similar to the data on the summary page; Managed Operating Systems, Tasks in Progress, Distributions, ect.
I am currently reviewing 3rd party to pull this data an make it live, and would much rather the data be live in the KBOX instead of using flat data such as HTML, excel or another format. With these reports, if I want to run historical data I need to change my SQL, save the excel data or go through several steps on the help desk section, but there…828 votesCompleted in 9.0 release 8/20/2018
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HelpDesk - Ability to merge tickets from summary view
The ability to merge tickets or create quick parent/child relationships from the summary view of the current view would be extremely helpful. It would save a lot of time and be easier to navigate.
685 votesCompleted in SMA 9.1
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Log email tickets as HTML format
The ticket is re-formatted as plain text when it gets in as a ticket, so HTML design (including pictures) is lost. I would like the formatting to be kept as the original, including leaving pictures in order.
644 votesCompleted in SMA 9.1
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Better Customization Options in user portal knowledgebase
I'd like to see a more powerful WYSIWYG editor for the knowledgebase articles, maybe supporting Rich Text Format (RTF) and/or full HTML. I know Markup is already supported, but it's not ideal when you're trying to paste already formatted info into the knowledgebase or creating articles from scratch. There are nice WYSIWYG editors available that could probably be used, versus creating one from scratch.
Being able to forward the knowledgebase articles via email and retain the formatting would be nice too. Even the Markup formatted articles seem to be stripped when emailing them.
582 votesGenerally available in SMA (K1000) v 8.0 on 11/14/2017
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CC'ed Users ability to view tickets they are copied on
It would be great if a CC'ed user be able to review a ticket in his/her ticket queue
487 votesCompleted in 9.0 release 8/20/2018
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Service Desk - Editing Comments
Once comments are saved in a ticket/request, they can no longer be edited by users or administartors. Could we create a way for the comments to be edited by ticket owners only after the comment has been saved in a ticket? Could we set this type of field as a Read-Only or Change Permission?
469 votesCompleted in SMA v8.0
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Detect Out of Office Reply's and Non delivery Reports
Currently the kbox handles out of office reply's and non delivery reports as normal e-mail.
this causes the following issues.
- closed tickets are reopened
- mail loops are created.I think the kbox should inspect the Return-Path: header of an e-mail on arrival.
If the return-path is empty or like
Return-Path: < >Then it is an auto-reply message..
if the message can not be attached to an existing ticket, log and drop it... no reply message.
if the message can be attached to an existing ticket it can be done for debugging reasons.. but it should not trigger…
463 votesThis request was implemented in the SMA (K1) 7.1 release
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Allow view access to all tickets without being a ticket owner
Currently the only way to provide view access to all tickets is to make the user a ticket owner. Otherwise they can only view their own submitted tickets. We'd like to be able to provide view-only access to all tickets in the admin portal WITHOUT having the person be ticket owner. Also would like to have the option to provide ticket modify access without being owner. This would be for supervisory positions who need to check in on ticket details but we do not want anyone assigning them tickets.
462 votesCompleted in SMA v8.0 – Generally Available 11/14/2017
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Lock Tickets for Editing
The current design of the ticketing system allows for multiple users to modify a ticket at the same time. The problem is the first person may change the status, for example, then save. Then the second person with the ticket open can save after doing something else like making a comment. This will then switch the status back to the original.
I know this may be complicated, but the web interface needs to lock tickets using some sort of keepalive while someone has a ticket open. Active content updating would be even better (i.e. changing the status or any other…
451 votesWe’ve added a feature to improve conflict handling when more than one user modifies a ticket at the same time in version 6.4
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Allow Parent tickets to pass fields to child tickets
Allow Parent tickets to pass information to child ticktes in a process (workflow). eg, if creating a new user you would want to pass the user name, dept, phone etc from the partent ticket to other departments involved in the new user creation. Currently these have to be re-typed in each child ticket.
451 votesCompleted in SMA 10.2 which was generally available on May 11, 2020
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Custom ticket fields for specific Category
I would like to see a way to create a custom field in service desk that only shows up when a user chooses a specific topic. We have a few applications that our employees use that we want specific information about when they open a ticket for that application such as the part of the application they were in when the issue occurred. This way we can run reports to see how often issues in a specific part of the software are occurring.
I would like to see this so we can get the information we need without having unnecessary…
436 votesCompleted in 10.0
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Add multiple approvers to the K1000
Allow the K1000 to have multiple approvers for the the Help Desk portion. One approver is not enough for certain help desk functions.
408 votesThis is now available in version 7.0. You can view more details here – https://support.quest.com/k1000-systems-management-appliance/kb/215629
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Implement the ability to paste screenshots that are copied into the clipboard currently
Currently, to attach a screenshot of an issue, you have to take a screenshot (or multiple) open an additional document (like word) and paste the screenshot(s) into word. then you can take that word document and search for the document on your computer and attach it via the upload function in the ticket.
Other web-based ticketing systems are allowing you to simply click a 'paste' button that allows you to import (Via java in JIRA's case) the contents of your clipboard into a window.
this would really improve the information users provide to techs in the tickets, as well as…
406 votesThis is now available in version 6.4
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Working hours / Calendar / SLA's within servicedesk
Currently it requires heavy sql incident rules to have SLA's / working hours
371 votesOur first version of SLA support is included in the upcoming 6.3 release.
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Helpdesk - Chat and Machine Status
If the service desk could talk to the amp connection status of machines to allow it to show if a machine is online. (Provided someone had submitted from the webui on a machine the inventory recognised) Once the helpdesk recognised that a machine was online, allow the browsing of a ticket to open a chat session with the kace client for quicker resolution of issues. Have the chat log added to the ticket upon closure of the session.
320 votesRemote chat and remote access is provided via our technical partner Simple Help:
https://simple-help.com/kace -
Add a "take this ticket" button
I would love an option, in the help desk queue, to take a ticket without having to check the box then going to "choose action" -> "reasign to" -> and then choosing myself. A "take this ticket" button beside unassigned tickets would be wonderful.
293 votesCompleted in 11.0
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Better support for Category::Subcategories in Helpdesk
Currently setting up categories and subcategories for helpdesk is painful, as it requires manual ordering and reordering of entries, high redundancy in entries, and is not supported under custom fields. It would be great to see UI improvements to make this task more streamlined.
289 votesCompleted in SMA 11.1
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Ability to set default ticket view
In Service Desk under Tickets tab, I'd like the ability as an admin to set the default view so ALL technicians' active tickets are on my screen and not just the requests assigned to me. Currently, I have to weed through the active and closed tickets or view each status separately.
288 votesWe’ve added the ability for each user to save their own default ticket view in our upcoming 6.3 release.
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Resolution text on Closed Ticket emails
Add ability to include the "Resolution" text to a 'Closed Ticket' email.
When users get an email that their ticket has been closed, they expect to see the resolution in the body of the email. "Resolution" is not listed as something that can be included in the notification. This would be a helpful addition.
234 votes
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