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KACE Systems Management Appliance (SMA)

← Customer Feedback for Quest KACE

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329 results found

  1. 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 votes
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    5 comments  ·  Service Desk  ·  Admin →
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    under review  ·  Nick Buonpastore responded

    This 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.

  2. 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 votes
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    14 comments  ·  Service Desk  ·  Admin →
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    under review  ·  Nick Buonpastore responded

    This 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.

  3. 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 votes
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    10 comments  ·  Service Desk  ·  Admin →
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    under review  ·  Ken Galvin responded

    Thank you for contributing. This idea is under consideration and will be prioritized according to votes received.

  4. 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 votes
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    4 comments  ·  Service Desk  ·  Admin →
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    under review  ·  Nick Buonpastore responded

    This 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.

  5. 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 votes
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    20 comments  ·  Service Desk  ·  Admin →
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    under review  ·  AdminChris Blake (Admin, Quest KACE) responded

    This 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...".

  6. Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Resolve details described in the following KB article:

    Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Digitally signed email attachments sent to the K1000 Service Desk may not show up correctly in the K1000 Service Desk ticket.

    Digitally signed email attachments are not supported at this time. The K1000 only supports plain-text.
    Resolution

    101 votes
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    12 comments  ·  Service Desk  ·  Admin →
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  7. Chat Support

    To better support our end users methods of contacting us, we've introduced a chat support system. Because KACE does not currently have chat built in, we partnered with Bomgar chat, and transfer the Chat Transcript over to KACE's API which then creates a work order with the transcript. This is a dirty method with many limitations. Some of the limitations are: several fields can not be set when importing through API, i.e. categories and problem description.

    Is there any hope that KACE would create its own integrated chat support module? When you contact Quest/KACE support, they have chat capability, why…

    81 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  8. Jira integration

    We use both Jira and K1000 helpdesk.
    We use Jira for long term tasks and kbox for Service Requests and Incidents.

    Being able to make a sub-task in Jira which has a corresponding kace ticket would be a huge benefit.

    Example:
    One of our long term tasks which is in Jira is End of Life for Windows Server 2003.
    Each server which needs to be upgraded should have its own kace ticket. This ought to be as simple as making a sub task in Jira and defining that that subtask is in kace. When the kace ticket is closed the…

    80 votes
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    3 comments  ·  Service Desk  ·  Admin →
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  9. 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
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    under review  ·  5 comments  ·  Service Desk  ·  Admin →
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  10. 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 votes
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    7 comments  ·  Service Desk  ·  Admin →
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    under review  ·  Nick Buonpastore responded

    This 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.

  11. Use import/export resources for service desk categories

    I would like to be able to export/import a list of categores/sub-categories from a .csv file into the service desk ticketing configuration.

    67 votes
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    7 comments  ·  Service Desk  ·  Admin →
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  12. Helpdesk E-Mail Attachments Need to be Included As An Actual File In E-Mail (Not as link)

    This item was addressed in the thread below however the fix was only to include a link to the actual image. We need the attachments to come with the email that way when we are on the road or off our company networks we can still assist with the ticket without needing to VPN in to view the attachment. This feature is included in Spiceworks which was is a free helpdesk solution. We need this feature added ASAP.

    https://kace.uservoice.com/forums/82699-k1000/suggestions/2740776-make-screenshots-and-attachments-to-ticket-availab

    63 votes
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    6 comments  ·  Service Desk  ·  Admin →
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  13. 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
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    under review  ·  3 comments  ·  Service Desk  ·  Admin →
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  14. 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
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    under review  ·  5 comments  ·  Service Desk  ·  Admin →
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  15. Allow the "Knowledge Base Article:" Field to be moved or hidden within the Queue to help with navigating the Ticket.

    Allow the "Knowledge Base Article:" Field to be moved or hidden within the Queue to help with navigating the Ticket.

    57 votes
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    2 comments  ·  Service Desk  ·  Admin →
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  16. 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
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    under review  ·  4 comments  ·  Service Desk  ·  Admin →
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  17. Retire Old Categories That No longer Apply

    We need a way to either hide or retire old categories that are no longer relevant. We cannot delete the old categories due to historical tickets/reporting. However, there are categories which are relevant to deprecated software, hardware and processes, that no longer should appear in the Category dropdown. We do not want users or Helpdesk technician selecting these categories for new tickets.

    54 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  18. Timezone on ticket same as local time not server time

    For companies that use Kace in offices in multiple timezones, having all tickets follow the server timezone is pretty irritating. It would be great if all tickets reflected the time zone of origin.

    50 votes
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    1 comment  ·  Service Desk  ·  Admin →
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  19. Hide Survey results from technician/owner

    Currently our technicians can see the results of satisfaction surveys. This has lead to an incident of retaliation for a low score and we fear it could happen again. Allowing only admins to view the results (controlled through a check box) would make this function much better and hopefuly lead to better/more honest feedback.

    49 votes
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    5 comments  ·  Service Desk  ·  Admin →
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  20. Add the ability to create a checklist and attach it to a ticket

    I would like the ability to set up a checklist and attach it to a ticket. This would allow me to set up a checklist that has 15 steps in it without setting up 15 separate tickets in a process. I use checklists a lot, especially when setting up new users or reloading existing machines. It would be nice to be able to check off each step in the ticket and have it saved in case you have to come back to the process. I like the way processes work, but if you have lots of steps, creating all of…

    47 votes
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    7 comments  ·  Service Desk  ·  Admin →
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