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. timer

    Add a timer to tickets in the service desk that ticks down based on SLA. This will show techs which tickets need to be worked on next before a breach of SLA occurs.

    1 vote
    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 →
  2. sla

    SLA's based on time to first contact. The current SLA functionality only covers time to close. This metric is useful at times, but due to the complexity of IT issues can vary widely.

    Time to first contact as an SLA is very important for all helpdesks as it tracks how long a user is waiting to be helped. This can be done with custom rules and reporting, but its cumbersome. Making it a core feature would be a big help.

    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 →
  3. Prevent Duplicate Work Hours for a Single Technician

    I require that my staff complete their work hours under the tickets they work along with having a daily work ticket that they put "administrative" work with brief descriptions. This has worked out very well. However, there are times where some of my technicians will end up putting overlapping work hours. For example, they worked Ticket 123 from 8:30am until 9:30am but they also worked ticket 124 from 9:00am until 9:30am. It shows up on the report for total hours as they worked 1.5 hours, which is physically impossible to do between 8:30am and 9:30am.

    Two potential fixes:
    * Prevent…

    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 →
  4. Single Select Field without "Please Select one..." - Option

    We have the abilitiy to define Custom Fields as Single Select Dropdown Field.

    Please implement the function (for example by a simple checkbox when configuring the field) to "remove" the first select-item "Please select one..." so that the user can only select the values which are defined for the custom field dropdown.

    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 →
  5. Allow more Conditional Field functionality in ticket templates

    Right now, the only functionality based on Conditional Logic in ticket templates is whether to Show or Hide the field.

    Please add the ability to set the value of the field, based on Conditional Logic. This would greatly enhance flexibility in designing ticket templates. Thank you!

    1 vote
    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. Apply ldap labels for users immediately

    LDAP Labels for (AD) users are applied to the KACE (Service Desk) User objects only when the user logged in into the User-Portal.

    It is much desireable that Users are labeled with the corresponding LDAP-Labels on the time of the LDAP-Import.

    Background: On a number of for example 500 Users + not every user logs into the User-Portal, therefore not every user object gets applied any LDAP-User labels.

    Due to that we have no possibility to work with updated data...

    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 →
  7. Gain Control to User-Console Fields

    It should be possible to have (more) control over the Admin- and User-Console Web-Interface.

    Especially when a ticket is closed, it is still possible for the user to enter a comment in the closed ticket. – For the Helpdesk – Technician it is still possible to change fields of the closed ticket like title, Impact, Category, Comment and so on… When a ticket is closed, changes to that ticket should not be possible.

    Furthermore it should be possible to control the visibility of certain items in a field. For example it should be possible to hide certain category – items…

    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. Access to search All queues - all tickets for keywords

    Would like for users with access to the adminui portal to be able to search for keywords in all teams/queues - all tickets so if you have various department groups with separate queues they can also find and tickets that are not in their queue.

    This could be a feature that you have activated or not to suit different business uses.

    1 vote
    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. Allow the ability to change default fields across all queues

    The ability to set default fields such as "Department" across all queues instead of having to set that field individually in each queue

    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 →
  10. Mobile users only see assigned queues

    When an end user logs into the Kace Mobile app, allow the end user to only see assigned queues. Right now, end users can see all queues that have been created, but can only submit tickets to assigned queues. On the web portal end users can only see assigned queues. Why not Mobile too?

    1 vote
    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. Auto assign tickets based on a "next up" rotation/round robin rotation to eqalize tickets taken

    It would work so much better for those signed into the queue to have tickets automatically assign a ticket based on a round robin type scenario or assign to those who have the least number assigned to themselves.

    It would be nice to have that as an update, click a button by the admin and it happens in our queue.

    12 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 →
  12. Add Sections to Ticket Template Editor

    Allow sections to be added to ticket templates to separate items. The default ticket layout puts the submitter, asset, and device in a separate section to the right of the other fields. We really like this and would like to be able to do it with ticket templates.

    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 →
  13. Add a group as ticket CC List

    Be able to add a group in to the ticket CC List instead of adding people one by one, and some of the ticket issue may want to CC all the managers.

    1 vote
    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. Add ticket created date time and category tokens/ variables for the email template

    Please add the ticket created date time and category tokens/ variables for the email template.

    1 vote
    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 →
  15. Add 'My Default View' to 'View By -> My Tickets'

    Please add a built-in menu selection "View By | My Tickets | My Default View", pointing to whatever view the technician has set as the default in their profile.

    The Default View works fine the first time you go to the tickets page. But when you then select another view (for example "Tickets Opened Today", there are only two ways top get back to the default view: a) Search through the tree of views, or b) logout and log back in.

    1 vote
    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 →
  16. 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…

    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 →
  17. Allow for @user mention users in comments

    In comments, allow anyone to @user mention another user in the system.

    If the @user isn't cc'ed , a submitter or owner, then add them to cc.

    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 →
  18. Change the color of the [Overdue] tag, or make it red

    Make the [Overdue] tag customizable or at least allow us to edit the color, or change it to Red.

    1 vote
    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. Tabbed view in comments

    I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.

    9 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 →
  20. Collapsible comments in tickets

    I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.

    9 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