SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. Add Status information for the See Also tickets

    Currently (5.3) a see also ticket displays only the ticket title. We'd like to see the QUEUE name and the Ticket status as well. Or options to pick what we want to see.

    Lacking any ITSM support consideration at all in KBOX, we have figured out how to use the See Also feature to support linking Changes to triggered Incidents (a bad thing where a Change has caused an Incident) and the reverse (a good thing where a Change resolves an Incident). Also for Requests that are triggered by an Incident, etc. But this requires us to put an I…

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      0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    • SLA's by Category

      Instead of having to create multiple priorities I would like to see having the option of creating an SLA by category. There are categories that I don't need an SLA for but there are categories that I do want to have an SLA for. This would give more granular options for SLA's and also keep from having to create and train staff on when to use specific priorities.

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        1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
      • User interface improvements

        It would be really nice if you allowed us (user config community ) the ability to format the ticket gui so that you could do things like

        - you could align fields in a table type format
        - conditionally required fields

        every other service management tool (Infoman, ASIM, Remedy, Vantive, Service Centre etc) allows for some or all of this capability

        - you could format that fields

        - provide a field level help (you do it on some of the system fields where you provide a little blue question mark button)

        - Pull formatted knowledge base articles into the ticket…

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          1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
        • Add Last Comment Text to Column Options

          Having the ability to view the last comment on the ticket would be very beneficial in managing tickets.

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            0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
          • Allow increased attachment size

            Allow us to increase the total attachment size of a Help Desk Ticket. 8MB is generous, but sometimes we just need more. I'd like to be able to set the total attachment size or at least increase it to a higher limit.

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              0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
            • We are currently using Lotus Notes. Our mobile devices are all IOS Devices. When a user emails our K1000 hel

              We are currently using Lotus Notes. Our mobile devices are all IOS Devices. When a user emails our K1000 helpdesk system the body content of the message does not show up within the email. You can only view the body content of that ticket by viewing the ticket information from the Kace Appliance. Is this still an issue, is there any feature in the works to resolve this. I had opened a ticket in the past regarding this and they spoke with T3 support and the response there was "
              After conferring with our T3 team, they noted that this…

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

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

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                    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                  • Retain the original comment (ticket description) to append in body (as a footer) of all subsequent KACE ticket email notifications

                    When email notifications go out for tickets being assigned and then re-assigned to different owners, the original ticket description is not included in this email notification and my folks get confused on what the ticket is asking them to do.

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                      1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                    • 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.

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                        0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                      • Ticket links open in KACE Go App

                        When using a mobile device (iOS) to check on tickets I typically view them in my email first. When I click the link within the email it opens Safari even though I have the KACE Go app installed. It would be nice to have the link open in the app versus opening in Safari and requiring me to log in.

                        Would also be nice for the app to log in via fingerprint.

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

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                            0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                          • Forward emails into Service Desk

                            When forwarding an email from an end user into the Service Desk, can it recognize the original sender as the submitter instead of the user that forwarded the email?

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                              1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                            • 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.

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                                0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                              • Build Process via text file

                                Would really help if we could be able to view the build process via text file.

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                                  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                • link

                                  Allow Alias to Link in Custom Fields in KACE Service Desk

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                                    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                  • 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.

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                                      0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Email Ticket owner Owner when using servicedesk web console to enter new tickets

                                      Instead of using custom sql rules, have this built into the servicedesk as an option. (The built in owner email notification only works when users email the servicedesk)

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

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                                          0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                        • add role option to prevent Help desk item deletion.

                                          add role option to prevent Help desk call item deletion.
                                          We now have 3 option to set: Hide, Read and Write.
                                          It would be desirable to have Write but without Deletion option.

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