KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
327 results found
Process with optional child tickets
Allow selection of which child tickets will be created when creating a new parent process ticket. This would allow child tickets to be optional, either based on conditions defined in rules, or at the ticket creators discretion. For example, in a new user creation process, some users may not require an account on a specific system. It should be possible to start the process but exclude the creation of the child ticket for that task.16 votes
Hide Pop-up notification for User Downloads
When a user launch a Managed Install from the End User portal, there is a popup windows that states "User launched MI/FS" and a second once it's finished.
First of all, it is not translated for other languages, which can be confusing for non-english speaking users.
Then, there should be an option to hide this window. As it's not standard for Managed Installs, there is no reason to display it by default in this KACE.
Furthermore, please allow the possibility to change the text displayed.
Thanks in advance,
Marc CHOUTEAU16 votes
Add a 'Modified By" column option in service desk ticket views
Currently, there is a Modified Column in the ticket views but it only shows the date and time the ticket was modified (whether by the system or a person).
We would like to see a 'Modified By" column that would show the name of the person that modified the ticket. If this was a system generated modification it could say system. If it was the submitter, it could list their name.
This would be extremely helpful when reviewing our queues for updates without having to open our email and open each ticket individually to see who modified it.16 votes
Add the ability to edit a ticket rule in the wizard if it was previously made in the wizard
Currently, if you make a ticket rule via the wizard, you can edit it via the SQL script it creates but not via the wizard. Some rules are basic and this is fine but as you create a more complex rule it makes it hard to edit the rule. Adding the ability to edit rules made via the wizard would make this process easier and less time consuming.16 votes
Read/ Write/ Hide Permissions per Queue within User Console
I have multiple queues within my service desk; Technology, Loan Ops, Accounting. I need all users to be submitters to Technology, for purposes of email ticket creation, while having only read access to Technology within the User Console.
However, I also need some of these users to have submitter (Write) permissions to the Loan Ops and Accounting Queues within the User Console.
So I think there should be a way to define read/ write/ hide permission per queue within the Service Desk User Console regardless of submitter settings.16 votes
Set Default Priority per Category
Current Priority settings are based on the feelings and opinions of the person submitting/owning the ticket. The ability to set a Default Priority per Category (similar to the Default Ticket Owner) in the Customize Fields and Layouts page would be very beneficial to appropriately managing workloads.15 votesunder review · Ken Galvin responded
Thank you for contributing. This idea is under consideration and will be prioritized according to votes received.
Minute intervals in the ticket work log
Right now work log time tracking is entered in 5 minute intervals. So if I spend 1 minute on a ticket, I enter 5 and get 4 minutes to myself. This causes an issue with total hours logged in a day, because there will be more time logged per day on tickets than hours in a work day. This has the potential to create inflated employee utilization rates.15 votes
Add custom fields to column visability in service desk
I didn't see this request out there specifically so not sure if it is a duplicate.
I set up several custom fields for my tickets. I want a couple of these fields to show up in my column view so tickets can be sorted by that field.
For example, I created a custom field of "task type". It is a single select field and has "dev, ops, help, genoffice, other" as choices. In my default view, I want to have this field show up so it can be sorted.15 votes
Kace Service Desk: Ability to enter non-integer values in custom "number" field types
We would like for the custom field type "Number" to accept non-integer entries. Currently it will only accept whole numbers and we have a need for there to be either a way to enter decimal numbers. Please either change the current field type to accept non-integer values, or create a separate custom field type that can.15 votes
Change from dropdown lists to radio buttons
Can we have the ability to change from a dropdown list to radio buttons?
This would greatly reduce the clicks when categorising tickets.15 votes
Have ticket Due Dates actually notifiy the ticket owner of being overdue
And not just show [OVERDUE] on the title.
This would better allow for following up on tickets, etc.15 votes
Allow Child tickets to inherit owner across queues
There is a check box for inheriting the owner from the parent ticket for child tickets in workflows if the child ticket is created in the same queue. Unfortunately we use multiple queues in our workflows and the ability to set the Parent Owner as the Owner of child tickets is impossible after upgrading to version 10. There is no checkbox for inheriting this field either, so we have to set the submitter of the parent to the owner we want just to assign the child to the correct owner. Not sure why they took this functionality away with the update, but it has caused a lot of issues with our workflows. Luckily, it seems to only be a problem with new workflows, and ones that someone has changed the owner field on.
There is a check box for inheriting the owner from the parent ticket for child tickets in workflows if the child ticket is created in the same queue. Unfortunately we use multiple queues in our workflows and the ability to set the Parent Owner as the Owner of child tickets is impossible after upgrading to version 10. There is no checkbox for inheriting this field either, so we have to set the submitter of the parent to the owner we want just to assign the child to the correct owner. Not sure why they took this functionality away with the…15 votes
K1000 Service Desk Custom Field Addition
When creating custom fields in Service Desk queues, it would be helpful if there was a number field to choose from that wasn't restricted to integer values. A decimal option would be ideal that could take up to at least 4 spaces to the right of a decimal (ten thousandths). Example, be able to accept 10.1875 as a valid value.15 votes
Allow Teams Voicemail to create a ticket
We are in the process of switching over to Microsoft Teams for our voice solution. Voicemail will still get delivered to an inbox just as it has in the past, but because there is technically no return address the SMA will not process this email as a ticket. With Teams becoming a big player in this space, a work around would be a good idea.15 votes
Allow conditional fields to reference themselves
I can show/hide fields based on the value of /other/ fields, but not based on the value of the field itself. For example, I want to be able to hide a field most of the time, but never hide it if it contains a value.15 votes
Helpdesk - 'Next/Previous Ticket' Button
Include a 'Next Ticket' and 'Previous Ticket' button on the individual ticket view.15 votes
Improved Customization for visibility of Multiple Helpdesk Queues
Right now, we can either view All Queues, or pick a single queue. We have helpdesk queues for standard helpdesk, server change management requests, firewall change management requests, onboarding requests, and more. I don't want to see them all at once, but if I need to monitor 2 or 3 specific queues throughout the day, I don't want to have to switch between them manually, either.
It would be great if I could create a custom view that includes multiple queues of my choice.14 votes
Create Global Custom View for all users/admins to search tickets on in the service desk
We would like to create and deploy custom views to search for specific categories or state. This can already be done on an individual basis, but we would like to apply this as a custom view for all users under a specific user label.14 votes
"Always Required" setting on the "User Custom Field" passes when set to the system default of "Unassigned".
I have already reached out to support for this and they are telling me that this is the way that it was designed. However, this makes very little sense if it was truly designed this way for the simply fact that having the ability to set a field to "Always Required" should force user interaction but since the system will accept the default of "Unassigned" it defeats the purpose of being a required field.13 votes
Restore or undo deleted tickets
Ability to restore or undo deleted tickets. Keep tickets X amount of days before completely purging.13 votes
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