SMA (K1000)

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

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  1. Access Rights Management integration

    We all have applications that require users to have access roles configured and tracked. Most everyone uses service desk for onboarding of new employee's and creating tickets to provision app access. What's missing is a way to track who has access to what application and for what role!

    Right now when you create a termination ticket for someone, how do you know which apps to terminate their access from? Most of us are using the catch all approach of making someone go check every applications privileges. We need to be able to list all of our apps in Software Asset's…

    3 votes
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  2. 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.

    14 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Multiple Service Desk Organizations

    It would be a nice feature to have multiple service desk organizations. Our Facilities and our Security and even some of our Projects would like to have their own service desk, but act completely separate from the IT service desk, including having their own URL for each organization.

    1 vote
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  4. Dependent Approvals

    With the categories and subcategories implemented i believe allowing dynamic approvers would help many in processes. ie.

    Application Access Process is selected


    • Financial Application selected (Manager Approval, Financial manager Approval)

    -Engineering Application requested (Manager Approval, Finance approval, Engineering manager approval)

    As it stands now if there are multiple potential Approvers for a queue a new process is required to accurately obtain all the correct approvals.

    3 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Add Ticket 'Created By' field to the ticket database to allow reporting without having to use using SQL

    I was trying to create a report and a Ticket View for Tickets using the 'Created By' field but was told by Quest Support that, unfortunately, the "Created by" table cant be reached through the wizard it should be just by SQL queries.

    6 votes
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  6. 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,

    Best regards,
    Marc CHOUTEAU

    9 votes
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  7. pop up notifications

    At this time, the notifications section is highly dependent on emails only. The only form of communication when setting up a notification is for it to send an email when the criteria of the notification is met. There should be the option to setup cosmetic notifications to display or pop up in the appliance as well without the need for an email. For example, here's a list of suggested pop up notifications an IT Admin could configure as having enabled/disabled that would improve the flow of the service desk functionality especially if it is used heavily:


    1. update sent/update received

    2. Ticket…
    8 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Allow some queues to not be backed up during offboard backup, or in the backup process in general

    currently all queues are set to be backed up. No matter what type of backup you select. Having the availability to select which which queues to be included in the backup would be beneficial

    3 votes
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  9. Correct Summary field wrapping (using <pre> tag in Custom Rule email)

    Now that HTML can be used in Custom Rule emails (SMA 9.1.318), I applied the <pre> </pre> tag to the Ticket Summary field to prevent formatting from being discarded (this is recommended for a different field in the admin manual on pp. 249 & 251). Using this tag at least displays the contents of the field in a usable format in the email - in separate paragraphs, rather than all in one long string.

    However, the first line of the first paragraph wraps shorter than the rest of the field, and the lines are spaced out quite a bit. See…

    1 vote
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  10. Notify owners when another owner is in the ticket

    I see that there is a warning available for when you try to save your ticket and another person has already saved it because you were both in the ticket at the same time. It is very inefficient to have 2 people try to work a ticket at the same time. We need a warning that notifies the second person when they are opening the ticket that there is an owner already in the ticket. This should be based off of roles. If there are multiple owners assigned to a queue, then the system should see that there is a…

    1 vote
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  11. Comments required on transfer.

    When a ticket is transferred to another queue, comment should be required for the new owner as a note. We have owners transferring tickets without comments and the new owner in the new queue does not have a note to go off of for what work has been done.

    1 vote
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  12. queue selection layout customization

    In older versions of KACE when users would click the quick link "Need Help? Report It" they would be taken to a queue selection from a drop down menu. That changed to a page that users could just click on "New Ticket..." under the help desk queue they wanted help from. I would like have the ability to customize this page with things like a description and maybe even custom logos.

    I find users are sometimes just clicking on a random "New Ticket" link and submitting tickets in incorrect queues. When approached on why they are doing they claim they…

    3 votes
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  13. Merge Tickets Accross Queues

    The new merge feature is great and works well. One feature to add on to this is the ability to merge tickets from other queues. Since all it does is archive the ticket instead of copying over an data, it should be too hard. I assume this isn't currently possible since it uses the same drop down as attaching parent or child tickets which doesn't work across queues. We also seem to have an issue where we can't merge tickets even after moving them both to the same queue if they were in a different one at some point.

    4 votes
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  14. Add up selected items in lists

    When selecting one or more items, change the bottom of list to show number of items selected.

    Ex: 2 of 50 items

    1 vote
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  15. The ability to see from the admin portal what users have installed through the service portal downloads

    On the admin side, there should be a history of who and what was installed through the service desk downloads portal. When it was requested, completed, etc.

    1 vote
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  16. Integration of Manager field into tickets

    Currently, the manager field can only be integrated into ticket functions with the use of custom rules. It would be helpful to have a more direct method for including the managers of ticket owners in the email on events for SLA/escalation functions.

    2 votes
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  17. Add support for Russian codepages

    It would be great to have Cyrillic codepages added to K1000. We cannot user ServiceDesk in Moscow due to problem with incoming messages.
    Encoding: KOI8-R, KOI8-U, Windows 1251, Cyrillic (ISO)

    1 vote
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  18. Can't Copy Text from OneDrive to New Textboxes

    Since the v. 9 update the textboxes for comments and resolution was changed to allow rich text. This has been great in every situation, but for some reason when I copy text from a OneDrive page it doesn't paste to either of these fields. It just acts like there is nothing in the clipboard. If I open a notepad document and hit paste, it shows up, and if I copy from that same notepad and past it into Kace it works just find.

    3 votes
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  19. Bring Date-picker Window in Front of Textbox

    We have our ticket layout setup where the due date is just above the resolution field. This never used to be a problem but with the last update it now opens the date-picker pop up behind the resolution text box. The only way to get around it is to reopen the ticket and set the date before clicking in the resolution.

    3 votes
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  20. It would be great if the K1000 service desk could work with different time zones.

    335/5000
    It would be great if the K1000 service desk could work with different time zones. For example, use UTC and depending on the country where the client connects the browser shows the time according to the country. We have the need to use it in companies that are in two or more countries with different time zones.

    1 vote
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