SMA (K1000)

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  1. 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 →
    • 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 →
      • 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 →
        • 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…

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

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              1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
            • 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 →
              • 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 →
                • 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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                    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                  • create ticket without user account

                    School district, say a child's parent needs to be able to put in a ticket on behalf of the kid; would like some kind of process to allow the parent to create the ticket for their child, by either logging the ticket without a logged in user account or something around that idea.

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                      0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                    • Scan the body of an incoming email to auto populate information for new tickets generated from emails

                      Scan the body of an incoming email to auto populate information from the signature line into the new ticket. Items such as Name, Company, Phone, Email etc... This would be for end users who do not have a user account created in the service desk already.

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                        0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                      • Block tickets from being created when subject line is "blank"

                        Can the system block emails that have NO SUBJECT from creating tickets? There is nothing to click on under "Title" to get into the ticket and unless you can figure out the ticket number... there is no way to get into the ticket to modify it.

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

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                                0 comments  ·  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 →
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