SMA (K1000)

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

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  1. Helpful links

    It would be nice to be able to use labels with the Helpful links section. The same way they are used to show Knowledge base articles to certain people and hide other articles. We could have Helpful links for each job responsibility/label.

    1 vote
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Ticket Queue Column and Searching

    Add a column for the Queue Name for easy visibility when under "All Queues"

    Also, allow advanced searching based on queue name

    4 votes
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  3. Add the ability to search active and archived tickets

    Instead of having to search active in active tickets, then if nothing is found having to go to the archive and search please add the ability to search the active tickets and archived tickets in one search.

    11 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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.

    10 votes
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  5. Import function added in the Help Desk ticket configuration.

    Import function needs to be added in the Help Desk ticket configuration. To retain historical ticket information from another system.

    6 votes
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  6. Define Holiday - Allow us to do more than one day at a time

    We are a university. We have a few weeks per year that we are closed at different times of the year. For the Define Holiday in Service Desk, it would be nice to define a week we are closed (i.e. Winter Break) instead of individual days.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Queue and template hierarchy

    I feel the current way of utilizing queues is too much of a mess from a user stand point. We have 37(!) queues that users have to look through to choose the right one for a request.

    I think Service Desk should be redesigned to clean up this clutter.

    "Queues" should be for what team actually works on the request. For example, queues for the "Dallas Help Desk" or "New York Help Desk" or "O365 Administrators."

    "Templates" should be used for actual user requests and, once filled out, they are routed automatically to the appropriate "queue."

    An example would best…

    1 vote
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  8. Allow multiple tickets to easily be assigned to an owner

    It would be nice in the list of tickets, to have the ability to choose multiple tickets and assign them to a specific single owner. Opening each ticket to assign it, is cumbersome and takes time. We are a small operation with only 4 I.T. folks, supporting over 200 users. The ability to assign multiple tickets to a single technician would be very useful in our busy environment.

    3 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Allow Service Desk End Users to view colleague's tickets

    Currently it's not possible for end users to view each other's tickets. We'd like to see this option: User 1 is on holiday and user 2 wants to follow up on a ticket created by user 1. User 2 should thus be able to manage User 1's ticket as if it were his own.

    2 votes
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  10. GMAIL IMAP/POP3 Security Concerns - SMTP Transport Rule for Google Mail

    Our concern is leaving the IMAP/POP ports open on our Google Configuration. Would it be possible to Configure the Service Desk with Google Mail that allows KACE to create a transport rule that redirects the email sent to the 'alternate' email address to the Service Desk queue email within kace.

    There has been a 70% increase (2018 - 2019) in what has become known as "IMAP Spraying" where IMAP accounts are bombarded with millions of passwords in the hope one will work. It is a very successful hacking technique. A breach of the KACE credentials could provide a hacker with…

    3 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Add Auto Refresh to the Service Desk Dashboard

    It would be nice to have the auto refresh feature on the dashboard so that a supervisor could setup his dashboard the way he wants it and not have to manually refresh it all the time. you could always have a nice overview of whats going on in the service desk without having to touch it.

    35 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. resolution response template

    Response Templates should display as they are laid out in the template configuration. See the attached snaps. For some reason, the system strings all text together instead of displaying returns/new lines.

    1 vote
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  13. When converting a ticket to a process, would like the option to keep the process to just one ticket w/o creating childs

    Not all situations need a process that breaks down into several child tickets in order to complete. In some cases, we would like the option to convert a ticket to a process and keep that process in one ticket AND have approval options.

    3 votes
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  14. parent/child associated ticket number

    In its current state, both a parent and child ticket are of completely different ticket numbers. the child ticket should be a ticket number off shoot of the primary parent ticket instead. That way it wouldn't matter when it was created, it will still be easily identifiable and easily search-able. For example, if the parent ticket number was 32997 and a child ticket was created, the child ticket would look like this - 32997-1, -2, -3. As this is how it works in most other service desk applications. it shouldn't be a completely new number. This is actually a big…

    3 votes
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  15. Require Subcategory Selection Instead of Defaulting to First Selection

    Would like to force selecting subcategories once the user picks the first category. Right now it defaults to the first option, which we could leave blank or set to a value, but it doesn't give us the information we need for reporting and other analysis. This would be a huge help to prevent from having a flat category.

    3 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Office 2019 has commandeered the @symbol

    With the advent of Office 2019 and Outlook 2019, @User mentions are now a thing. @Name produces a bold hyperlink in the body of the email message

    Every time I try to enter a @status=Closed in an emailed service ticket, I am fighting the now standard @mention feature. Kace needs to either to allow use of a secondary character like "&", or replace "@" altogether.

    7 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Announcement Banner Showing on AdminUI

    It would be great to have the urgent announcement banner show up in the adminUI and not just the user interface. Since I am never logged in as a user, there have been a couple times where I've forgotten that an urgent announcement had been set and have forgotten to turn it off. Seeing that yellow banner when I am logged in would be great to have as a reminder that there is currently an active announcement being displayed.

    4 votes
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  18. New comments should reopen tickets

    If you enable the "reopen ticket" rule, the submiter is no longer able to close tickets, so this is not a solution.
    new comments (like replying back to the "close case" template) should cause the ticket to reopen

    6 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Add "Location" field type to Custom Fields

    Please add "Location" as a field type for custom fields with the same user interface that the "Parent Location" field gets in the location asset properties. This will allow users to select locations by using the location tree instead of a flat list that is provided by the "Single Select" type.

    11 votes
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  20. In ServiceDesk it would be good if the expired tickets (DUE exceeded) are displayed in the text in red

    In ServiceDesk it would be good if the expired tickets (DUE exceeded) are displayed in the text in colour red

    3 votes
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