SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. limit ticket field "title" characters

    Our users actually don’t use the title field as recommended. They always creating tickets, where they explain the whole problem in the title field and not adding it as a comment to the ticket.
    Our local support told me, that the amount of characters is hard coded at the moment.
    The ability to restrict the amount of characters could be used for the title field, would be a good way.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. cancel process

    The cancel process in version 7.0 for a workflow process can only be done in the parent ticket and it has to be the owner or submitter that has this option. For places like ours that the TSC (HelpDesk) manages most of the tickets or the Purchasing Agent is the person who only gets her child tickets assigned to her not the parent ticket this is not an efficient way to handle this. Admins in the admin portal, submitter or owner should be able to cancel the process and it should be able to be done not only with the…

    1 vote
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Clean up the duplicate ticket function

    Currently when you duplicate a ticket, it copies over data from ALL fields including technician. At the very least it should work the way transferring to another queue works and clear all of the assignment data. I just want the ticket data, because it doesn't always go to the same technician, and if you accidentally hit save, they get a message about the ticket.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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?

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Service Desk - all tickets opened today, etc

    Add the ability to save custom ticket views that show "tickets opened today" or "tickets opened this week," etc instead of having to wait for an All Tickets view to load or instead of having to type a specific date or date range every day. I realize we can use reports for this, but they are cumbersome and it is much more useful for us to use this in the ticket listing so we can click on the tickets.

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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Put the "Back to ..." buttons on the left side of the screen with the rest of the UI

    The "Back to ..." button (Back to Tickets, Back to Queue Configuration, etc) is way off in the right corner, nowhere near any other UI elements. It's especially far away when using a widescreen monitor, which is now very common. Please put it on the left side of the screen where all the other buttons/action links are.

    Further argument. Browser back button is in upper left corner of screen. That is the area associated with going back.

    1 vote
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. 1 vote
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Create Work reports through the wizard

    We need the ability to create reports that include how much work was done on a ticket on the help desk.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. On Email on Events, add options to email ticket owner's manager on Escalation and SLA Violations

    Add the ability to send email notification to a ticket owner's manager for accountability purposes.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Service Desk email alerts: Please fix: Backslash character behaves as escape character instead of text

    Identified as a problem in 2014!, Logged as a Product Enhancement request (why not a bug???) K1-18660.

    Repeated service requests since then. but always "maybe in a future release, no promises" - I was very hopeful v7 might do it, but no joy

    It's not easy supporting Windows users without mentioning the backslash caharcter in user names and server addresses...

    1 vote
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Better Custom Service Request Rules Builder

    I feel the Custom Service Request Rules could be improved upon.

    I think it would be better if even all email notifications went through the Custom Service Request Rules "Builder".

    It would only need to be able to ask a few questions. When action happens do something or when certain information about a ticket is true do something else. If the following action is an email notification, to whom should be sent to and what should be sent to them (Including it's format).

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. OverdueClose in hours i need because my response time is in hours no days

    Mi empresa tiene tiempo de respuesta en horas y no en dias.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Service Desk - Group Owners together AND keep Created date in chronological order

    I want to show All Open tickets, grouped by Owner, in order by creation date (or ticket #). Our old ticket system (Track-it) would do this.

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