KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
Email All Service Desk Users or subset based on tags
Not everyone has an Exchange Server or GAL and it would be helpful if there was similar functionality built into Kbox. It would be very similar to the Alerts feature, but instead of "Deploy to All Machines" you would have the option to send to all users. Just like you can limit the broadcast to groups based on tags it would be nice to be able to limit the emails sent in the same way.1 vote
Display Queue name on Service Desk Email Notifications configuration page
When editing email templates, it would be extremely helpful to have the name of the Queue listed at the top of the page. When making updates to templates in multiple queues, it's easy to forget which one you are in (for example, if you get interrupted). When that happens, you have to cancel your changes to find the queue name and then start all over again.1 vote
Color Code Owner Name in queue
We use the method of having individual owned tickets and team owned tickets via a 2nd user named after the team. It'd be nice if we could color the owners name to be able to tell the owners apart with at a glace.1 vote
Archieved tickets' owner only comments
Owner only comments do not show up on archived tickets. It would be nice to have a way for them to be displayed. Currently the only option is to restore the ticket.1 vote
Help Desk - Add bulk "Move to Queue" functionality
Allow admins to select multiple tickets from a search result list and choose "Move to Queue" from Choose Action dropdown to move multiple tickets simultaneously.1 vote
Fix redundancy of Survey Label
When changing the label on the SAT_SURVEY field, it doesn't replace the default label. I tried this in two different queues with the same results.
See screenshot.1 vote
Use text in "Email Ticket Manually" template in "Email Ticket" subject line
See screenshots. Text from the subject line of the Email Ticket Manually template is not included when you select Choose Action > Email Ticket. It only uses the variables.1 vote
Please create a "Reply to Submitter" button within service Desk Tickets. #TIMESAVER
It would really save time if I could instead of having to create a new email to the user, CC'ing the KACE email and having to put RE: [TICK:12345] in the subject, if there were a simple button within the Service Desk ticket that automatically opened a reply email and updates the ticket when I send it.1 vote
Create ticket after scanning barcode
As a ticket technician, I would like to be able to scan a barcode asset, then have an option to create a ticket from that page and link that asset to that ticket.1 vote
Use HTML/Markdown in order for our company logo to be included in Ticket Rule Generated Emails
Under the Configuration email notifications, I have the opportunity to mark "Use HTML/Markdown" in order for our company logo to be included in our Support Portal's signature on outgoing emails. I created a new ticket rule for ticket creations that sends the submitter an email stating the ticket has been created, listing pertinent information, but no logo is included. I do not have the ability to mark this ticket rule produced email to use HTML/Markdown. I would like to see this added as an option.1 vote
Help Desk - Allow non admin user to duplicate a closed ticket
With users unable to reopen closed tickets, they should at least have the ability to duplicate tickets (which references the old ticket). Using duplicate copies everything from the old ticket, even the closed status, which prevents the non-admin user from editing the custom fields on a ticket and saving it (because some fields may be required).1 vote
In the CC section of a ticket, if you add a ; after the user, it doesn't send.
This is more of a bug, but if your in the cc'd users section of the ticket and you want to add people. If you just type their emails in and add a semi colon after each user instead of a comma, it doesn't send emails out to them.1 vote
Create a Problem and link tickets to it.
Create a Problem in the service desk that tickets can be assigned to if the underlying cause is the problem. Tickets can be automatically closed when the problem is resolved. Changes to the problem will be communicated to submitter of all linked tickets.1 vote
I finally have figured out how to allow CC'ers comments to go into the same ticket instead of creating a new one, but how can i get them to
I finally have the CC'ers when they comment to go into the same ticket instead of creating a new ticket, but how can i get the status to change when a cc'er replies to customer responded?1 vote
Helpdesk Queue Customization : Create permission Owners only - Read only
Is it possible to create the permission "Owners only - Read Only" for Helpdesk Queue Customization.
We want to create a ready only field that only can be set with a ticket rule and only visible for owners.1 vote
Owner's Only Flag Updated to a 1 after a Bomgar Support Session Ends
I would like to see in future versions the owner's only flag updated to a 1 after a Bomgar support session ends. Bomgar session information is being passed back to the ticket as long as there is an external key relationship between Bomgar and KACE. There is no reason an end-user should be able to see a technician's notes, etc. from a Bomgar support session. To prevent this from occurring, I would like to see the owner's only value as "1" passed back along with the other information. I have created a ticket rule to modify this value, but the quickest frequency for the rule to run is limited to every 15 minutes. I would like to see it run when Bomgar updates the ticket. If someone else has had this issue and has a work-around or a better ticket rule, please share. Thx in advance.
I would like to see in future versions the owner's only flag updated to a 1 after a Bomgar support session ends. Bomgar session information is being passed back to the ticket as long as there is an external key relationship between Bomgar and KACE. There is no reason an end-user should be able to see a technician's notes, etc. from a Bomgar support session. To prevent this from occurring, I would like to see the owner's only value as "1" passed back along with the other information. I have created a ticket rule to modify this value, but the…1 vote
Ability to allow Customer to open a ticket from our External Website
We would like external clients to be able to create a help desk ticket from our Website when they have an issue. Gather and create a report on the customers device details such as AV client, browsers, PC Firewall, Operating System, etc. for troubleshooting.1 vote
Please add 'MODIFIED' Column in Service Desk list of options
Modified used to be an option. Now it is unavailable. Can we please have that added back?1 vote
Define size of custom fields
When creating a custom field (e.g text) allow a length/size parameter to be set. This way a short or long text-box will be displayed upon creating the ticket.1 vote
Urgent Announcements Show More arrow icon missing
See picture.1 vote
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