SMA (K1000)

Please tell us how you’d like to see the Systems Management Appliance product improved!

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. Branching Workflows in Service Desk

    Be able to create branching workflows based off of answers made in a work flow. Example new account request may have a question do we need to order a computer, if yes create these tickets, if not then create these other tickets.

    49 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    under review  ·  4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Service Desk: Ability to escalate tickets to additional people if still open after escalating once

    We would like the ability to have additional people get added to the CC list that receives escalation emails, but only at the second and future escalations. In other words, a ticket escalates once, and a manager is notified. If enough time elapses that the ticket escalates again, we want additional people to be notified.

    8 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Pop up notification that another technician has a ticket opened

    One annoyance that we have had so far with Kace compared to our previuos Help Desk system (TrackIt) is that when a new ticket comes in, multiple people will start looking at it. Without any of them knowing someone else is working on it, you end up with 2 or more people contacting the same user about the same issue. It would be nice if there was some sort of pop up or something on the screen when you opened a ticket, that someone else already has it open. Something like "Joe smith is currently viewing this ticket". Then I…

    17 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    under review  ·  2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Attach label to users upon first time authentication via LDAP

    At Settings > User Authentication > Edit Mode > Alarm Clock for "External LDAP Server Authentication" > Step 2 of 3, I would like to form a list of labels that I can apply to users when they login for the first time.

    2 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Feature of Drop-down Menu of History of Recent Tickets

    It would be nice to have a feature in the Administrative UI in which you can click on a drop-down menu to see a history of your most recently accessed tickets. Thsi would save a great deal of time for our Administrative Users.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Read only screen for Open tickes

    We have a large 42" screen in our IS area that we would like to setup as a heads up board. The screen would be setup to show open tickets. The screen would be refreshed on a 1 to 5 minute interval and would allow all IT staff to see open tickets.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. e-mail

    Ability to put any of the ticket fields on an e-mail. Right now it is limited to a few key fields. Field personnel don't always have access to the K1000 but they do for e-mail. It would be helpful to be able to give them field information and attachments also in an e-mail.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Allow for custom instructions within New Ticket fields

    We require our users to choose their computer from our asset inventory when submitting a ticket for service. With 2900 computers, the dropdown will typically not show their specific unit without using the FILTER. Unfortunately, even with PDF instructions on the login screen, our users will usually choose the top entry and then explain in the comments how they couldn't find their computer name (they even include their exact computer name in the comments).

    It would be great if we could create instructions, using the same '?' icon and pop-down effect that appears in other sections of the Kace appliances,…

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue

    Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue.

    5 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Manage Active directory groups

    Wouldn't it be nice to be able to manage Active Directory groups from the K1000 service desk portal? Let's say that a user needs access to a shared folder. Instead of creating a ticket about it, Kace could handle it. Kace could for example send out a simple allow or deny mail to the user set as 'managed by' on the group.

    Other cool stuff it could include;
    * Maybe also a second approver if needed for some groups.
    * Maybe also the possibility to request to leave an AD group.
    * Allow a user's manager to request for access…

    5 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Ability to Upload photos and associate with Users

    It would be nice if you had the ability to upload photos and link them with users. This could be used for multiple instances throughout case.

    1.) When a user submits a ticket, when someone brings up the ticket information you also get an image of the user so you know visually who it is.

    2.) In an earlier post, someone mentioned having a floor plan associated with assets so that based on the layout of your floor / building, you could see where you assets were located. Bringing this a step further, the floor plan could also have images…

    2 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Add an option to create process tickets with default values that cannot be modified by the user on creation

    Create a check box, or some sort of option, when creating a new process ticket that will use the system permissions to create the process parent ticket with the default values specified, but disallow any modifications on creation from the user.

    The issue I'm having is that I'm trying to create a processes where we want all of the fields to be set to something in particular, and everyone can submit the process ticket, but they cannot modify the parent ticket when they are submitting the new process. When trying to do this, it will allow for the user to…

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Customer call history

    Would be really useful to be able to view customer call history when you're in a ticket.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Customer Rule - No Email?

    We need the ability to set customer rules not to email the submitter or upon ticket creation (or any other condition) as they may send to distribution lists or other ticketing systems causing a loop.

    We tried removing the SMTP address from the user record, but a new records get created upon the next submit.

    We used Kaseya prior and had no issue setting a simple "NoEmail" rule.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. Service desk assets to reflect only which assets are associated with the submitter

    Currently the assets drop down menu lists all assets in the KACE box. I'd like to see this assets menu only show the assets that are associated with the user submitting a ticket.

    11 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Ability to create additional LDAP lookup custom fields in helpdesk

    Ability to have additional LDAP lookup fields when creating queues under the helpdesk. Currently there is the "Requestor" though this is the only field which uses LDAP to populate the name. It would be good to create more fields similar for line items like: "Same As", "Manager", etc. This would be usefull in cases when creating a new user, or if a user moves department and you need to give them access the same as another user.

    6 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Service Desk Customization - Field Type

    Allow the Field Type to be one of 'Text Box', which would afford a multiple-line text box such as the 'Resolution' field.

    8 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Ticket Owner drop down shows all owners

    We find it frustrating when all of the possible owners do not show up in the list of possible owners. An option to set the display drop down size would be a welcome addition.

    5 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. helpdesk que

    Would like ability to import options into helpdesk que's instead of having to add one line at a time.

    3 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Move a child ticket under a workflow process parent ticket

    It would be nice to have the ability to choose the parent ticket of a process when you want to assign a child ticket under it.

    For instance during change management a ticket may be created by a user that should fall under the work flow process. Currently you cannot assign this ticket as a child under the parrent ticket of the process.

    5 votes
    Vote

    We're glad you're here

    Please sign in to leave feedback

    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  • Don't see your idea?

Feedback and Knowledge Base