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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Ideas for improvement
We are just a month into using KACE as a full Service Management solution and there are some requirements which we have had to park because the tool doesn't handle them. Feedback includes
- User GUI is poor (no ability to align the fields, put text or format the screen or add field level help)
- Generate an email from a ticket directly (useful for the service Desk)
- Pull submitter phone # into the ticket
- Email notification for Submitter (a lot of users want an email when they log a ticket so they simply go back into the…1 vote -
digitally signed emails are not properly processed in the SMA service desk
When a digitally signed email is sent to the SMA servicedesk, a ticket is created but the email body is lost. When a user responds to a ticket notification using a signed email , the repsonse is not processed at all. More and more customers are using signed emails, so the SMA should process them correctly
1 vote -
Ability to sent an email from a ticket
The SMA allows to send a ticket via email, but one can only edit the recipient. I would like to see the ability to add a comment when emailing a ticket and the ability to add the recipient to the cc list.
1 vote -
Servicedesk queue dispatcher/prequalifier of the week/day
In larger environments a dispatcher/prequalifier pulls the tickets and assigns them to servicedesk queues and agents. I would like to have the ability to set the dispatcher of the week/day, preferrably through a calendar like configuration, and a configuration option for them to recieive the new ticket notifications.
1 vote -
Servicedesk operator stand-in
A service desk operator should have the ability to define somebody as stand-in in his absence to receive ticket notifications
1 vote -
Servicedesk category default owner defined by labels instead of single user
In the SMA serviedesk queue config, only one user can be defined as category default owner. When adding a distribution list as user and configuring it as default owner, multiple email notifications are triggered by the ownership change. I would like to see the ability to define the category default owner by label.
1 vote -
ServiceDesk Queue - Ability to avoid ticket creation from specific email addresses and/or with specific word/phrase in subject
Per Queue - Ability to avoid ticket creation from specific email addresses and/or with specific word/phrase in subject line
1 vote -
Send desktop alerts to customers when modifications are made to a service ticket
Send desktop alerts to customers when modifications are made to a service ticket that they submitted. You could add a link to go to the ticket so that the customer can reply. If you wanted to get really fancy you could make it so that they can reply from the desktop alert.
1 vote -
More Custimazation options for User/Owner Input Forms
I'd like to see more customization options for the ticket layout and the user/owner input forms. Being able to add line breaks, custom sizing of different fields, and having to ability to have more than just two columns of layout fields.
1 vote -
quick action buttons in the user console
We need to be able to create more than one button on the Service Desk User Console (currently quick action button). Would like to be able to create two, direct the button to the appropriate Q and be able to modify the text on the buttons
1 vote -
resolution response template
Response Templates should display as they are laid out in the template configuration. See the attached snaps. For some reason, the system strings all text together instead of displaying returns/new lines.
1 vote -
It would be great if the K1000 service desk could work with different time zones.
335/5000
It would be great if the K1000 service desk could work with different time zones. For example, use UTC and depending on the country where the client connects the browser shows the time according to the country. We have the need to use it in companies that are in two or more countries with different time zones.1 vote -
Queue and template hierarchy
I feel the current way of utilizing queues is too much of a mess from a user stand point. We have 37(!) queues that users have to look through to choose the right one for a request.
I think Service Desk should be redesigned to clean up this clutter.
"Queues" should be for what team actually works on the request. For example, queues for the "Dallas Help Desk" or "New York Help Desk" or "O365 Administrators."
"Templates" should be used for actual user requests and, once filled out, they are routed automatically to the appropriate "queue."
An example would best…
1 vote -
Helpful links
It would be nice to be able to use labels with the Helpful links section. The same way they are used to show Knowledge base articles to certain people and hide other articles. We could have Helpful links for each job responsibility/label.
1 vote -
Can't Copy Text from OneDrive to New Textboxes
Since the v. 9 update the textboxes for comments and resolution was changed to allow rich text. This has been great in every situation, but for some reason when I copy text from a OneDrive page it doesn't paste to either of these fields. It just acts like there is nothing in the clipboard. If I open a notepad document and hit paste, it shows up, and if I copy from that same notepad and past it into Kace it works just find.
1 vote -
Add support for Russian codepages
It would be great to have Cyrillic codepages added to K1000. We cannot user ServiceDesk in Moscow due to problem with incoming messages.
Encoding: KOI8-R, KOI8-U, Windows 1251, Cyrillic (ISO)1 vote -
The ability to see from the admin portal what users have installed through the service portal downloads
On the admin side, there should be a history of who and what was installed through the service desk downloads portal. When it was requested, completed, etc.
1 vote -
Add up selected items in lists
When selecting one or more items, change the bottom of list to show number of items selected.
Ex: 2 of 50 items
1 vote -
Comments required on transfer.
When a ticket is transferred to another queue, comment should be required for the new owner as a note. We have owners transferring tickets without comments and the new owner in the new queue does not have a note to go off of for what work has been done.
1 vote -
Correct Summary field wrapping (using <pre> tag in Custom Rule email)
Now that HTML can be used in Custom Rule emails (SMA 9.1.318), I applied the <pre> </pre> tag to the Ticket Summary field to prevent formatting from being discarded (this is recommended for a different field in the admin manual on pp. 249 & 251). Using this tag at least displays the contents of the field in a usable format in the email - in separate paragraphs, rather than all in one long string.
However, the first line of the first paragraph wraps shorter than the rest of the field, and the lines are spaced out quite a bit. See…
1 vote
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