KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
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Multiple Queues-Templates only
Needs to be a way to give user access to Templates of queues only.
Scenario: user needs access to Help-desk template as well as "request template" base on a different ticket queue for purchase orders. So Two queues configure... Help-desk using a template.. and purchase order to uses request templateWith user having only access to help-desk queue.... user is defaulted to the template created and only seems to have access to that template... there is no option to create a generic ticket. (Perrrrfect because generic tickets don't have logical conditioning like template.)
ISSUE: as soon as the user is…
3 votes -
data masking or validation in help desk
It would be great if we could apply data validation rules or masking on certain files like Phone Number for example. Currently the Phone number field requires numbers only, but tickets submitted via email will have - or () in them causing trouble.
3 votes -
Configurable Drop Down Menus to Populate Category, Platform and Importance Fields
It would be very helpful, prevent errors and promote standardization to provide configurable Drop Down Menus to populate Category, Platform and Importance fields on the Article Detail screen of the Service Desk Knowledge Base.
It would also be great that the Category selection to trigger Category specific content to auto-populate into the Text field.
3 votes -
Please allow expanded parent view within child tickets to reflect conditionals
We are in the middle of creating an employee workflow that uses multiple department queues. The way we have it set up is that the initial submitter fills in the main information in the parent that all subsequent child tickets can view in one window by expanding the parent ticket.
However, neither the conditionals nor the formatting carry over from the parent to the expanded view, which has caused confusion for the indivisuals working the test processes.
Please allow the expanded parent view to have the parent conditionals and formatting as an option.
3 votes -
Bulk change of Ticket categories
When cloning a Queue all the categories also carry over along with and custom for defaults tickets and who they are assigned to by category. would like to e able to at least reset these back to "Unassigned" without having to go though them 1 by 1.
3 votes -
MS Lync
We plan to employ MS Lync, a presence application. If KBOX help tickets could be assigned automatically based on the presence of potential owners, that would be a great help.
2 votes -
Ability to Upload photos and associate with Users
It would be nice if you had the ability to upload photos and link them with users. This could be used for multiple instances throughout case.
1.) When a user submits a ticket, when someone brings up the ticket information you also get an image of the user so you know visually who it is.
2.) In an earlier post, someone mentioned having a floor plan associated with assets so that based on the layout of your floor / building, you could see where you assets were located. Bringing this a step further, the floor plan could also have images…
2 votes -
Attach label to users upon first time authentication via LDAP
At Settings > User Authentication > Edit Mode > Alarm Clock for "External LDAP Server Authentication" > Step 2 of 3, I would like to form a list of labels that I can apply to users when they login for the first time.
2 votes -
Email multiple users upon ticket submission without having to make a ticket rule.
I would like the ability to have the K1000 email one or more Service Desk "technicians" when a new ticket is submitted. We can do it now with a ticket rule but it would be nice to have it as a built in (supported) feature that we could add as many recipients as needed.
2 votes -
Customize After-Hours Auto Reply Message
When a user submits a ticket after-hours, based on how the Business Hours are defined, it would be nice to have a customized message with alternate contact information for critical issues.
2 votes -
Allow customer satisfaction surveys to be sent to every "x" recipient
Allow customer satisfaction surveys to be sent to every "x" recipient. The survey is useful but we would like to be able to subset who gets sent a request. Currently we have it switched off because some people would be spammed by the survey request. We would like to be able to specify only every so many tickets (e.g. every 5th ticket) or only send it to certain groups. I have used it well in the past with other Service Management tools
2 votes -
Allow Service Desk End Users to view colleague's tickets
Currently it's not possible for end users to view each other's tickets. We'd like to see this option: User 1 is on holiday and user 2 wants to follow up on a ticket created by user 1. User 2 should thus be able to manage User 1's ticket as if it were his own.
2 votes -
Integrate with Thycotic to create Service Desk Tickets
Would like to have the ability to integrate Thycotic products to Kace service desk. We would like to open tickets on approvals, alerts, deny's so we can follow-up with the request automatically.
2 votes -
Include Knowledge Base Link when adding to a ticket
When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.
Or possibly, give the Service Desk tech the option to either attach the article text or the link.
2 votes -
Allow assigning a queue manager separate from the ticket owners
We should be able to designate one or more persons as the manager of a queue, separate from assigning them to the "Owners" list. It is quite common for there to be a help desk manager who supervises the team, but does not handle tickets directly.
Such an assigned manager should have full visibility into dashboard statistics, receive notifications of SLA violations, be able to assign/reassign or edit tickets, etc.
2 votes -
Gain Control to User-Console Fields
It should be possible to have (more) control over the Admin- and User-Console Web-Interface.
Especially when a ticket is closed, it is still possible for the user to enter a comment in the closed ticket. – For the Helpdesk – Technician it is still possible to change fields of the closed ticket like title, Impact, Category, Comment and so on… When a ticket is closed, changes to that ticket should not be possible.
Furthermore it should be possible to control the visibility of certain items in a field. For example it should be possible to hide certain category – items…
2 votes -
Automatic ticket creation before expiration & renewal dates are reached
We would like to see the ability to get informed automatically via tickets before expiration / renewal dates of licenses, contracts, warranties etc. are reached.
For example on a new license entry with renewal date:
- set a check mark in the field "notify via ticket"
- set days before you'll get informed (or a due date)
- set the ticket queue & category2 votes -
Restore the 't' shortcut for searching/opening an individual ticket!
Prior to the SMA 11 upgrade, we could always type a 't' followed by the ticket number into the search box to open a ticket ('t99999'). That functionality disappeared in the last upgrade, and now we have to wait for the search to come back in order to locate and open a ticket. We have over 70000 tickets, so searching can take quite a while.
2 votes -
The ability to restrict who can reassign a ticket
Provide a way to limit who can reassign a ticket. Right now all ticket owners are able to reassign a ticket. This is a problem as it allows ticket owners to reassign a ticket they do not want to do to someone else. Perhaps it could be done by a label. Another suggestion is to provide an approval process where the Help Desk supervisor would need to approve the reassignment.
2 votes -
Assign ticket based on department field
Please provide a way to automatically assign a ticket to a specific person based on the department field of the submitter.
2 votes
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