SMA (K1000)

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

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  1. 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.

    11 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Add Queue Owners check boxes to the Escalation and SLA Violation email on events function

    It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
    So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!

    13 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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
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  5. Move Process Templates out from Service Desk Configuration

    Move Process Templates out from Service Desk Configuration so that it can be selected as a separate Hide/Read/Write item in the Roles configuration screen.
    I have a customer who wants the heldesk manager to be able to edit Process Templates, but not be able to do all the other things in Service Desk Configuration.

    4 votes
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  6. Include Knowledge Base Link when adding to a ticket

    When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.

    Or possibly, give the Service Desk tech the option to either attach the article text or the link.

    2 votes
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  7. Run on Submission For ticket rule.

    The Ability to have rules run on ticket submission to allow for changes such as the ability to change fields based on title content would be useful.

    3 votes
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  8. 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.

    6 votes
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  9. Make the Summary Window have a scroll bar- Emailed tickets make it too big

    When a ticket is emailed, if the email contains a large body of text, that text FILLS UP THE SUMMARY WINDOW of the newly created ticket. This means you have to scroll and scroll and scroll before you can reach the tickets comments/ attachments section...to do work.
    so. simple fix.....make the Summary window have a scroll bar...JUST LIKE THE COMMENTS FIELD DOES.

    3 votes
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  10. 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
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  11. Option to make "Add Work" required before ticket can be closed.

    Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.

    1 vote
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  12. Rich text in response templates

    Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.

    For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.

    31 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Communication and Notes Separated

    I think it would be cleaner if you had a separate spot for Private notes vs using the "Owners Only" button. We find that we forgot to check this off sometimes notifying the user of a note we do not want them to see or the reverse if the default is checked we forget to uncheck and the user does not get notified of the communication. If you had a field in the Ticket called " Private Notes" and when added gets added to the comments section upon submit and the field cleared would be a cleaner way of handling…

    3 votes
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  14. Service Desk search ticket list is very slow

    Tickets list search is very, very slow

    If you enter a value in the search ticket list it takes forever until a result appears.

    Update data is only in the search list

    Setting up the archiving did nothing!

    If you enter the same value in the advanced search, it is quick

    Even if I change the ticket on the following path, the search appears instantly
    http://SMA.xyz.ch/adminui/ticket.php?ID=30001

    5 votes
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  15. Add BCC list and allow optional to send email with true CC and BCC list functionality

    Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.

    As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.

    1 vote
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  16. Remove approver list limit of 10 for process tickets

    There is a limit of 10 approvers in the approver list for processes. We need to be able to add all of our leadership staff to the list.

    3 votes
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  17. Automatically Prevent Emails to Queue Email Addresses to Prevent Loops

    We have multiple service desk queues that have occasionally gotten into loops where a notification from one queue gets sent to another and causes and endless creation of tickets in both queues.

    Currently, the recommended way to prevent this would be to blacklist the subject lines of the queue notification emails, but this can cause legitimate tickets not to be created. Since, the main issue here is the notifications, which are what cause the excess tickets to be created.

    The alternative is to create ticket rules for each queue, but this can be very time-consuming and error prone. Since KACE…

    3 votes
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  18. Force Adjustment Hours in Service Desk

    For each Workqueue provide an option to force our users/technicians into entering time for each ticket. I've noticed when i create custom reports, fields that report "0" in the "HDWORK.AdjustmentHours" table will not show up in a report. I would like to make sure our reports are as accurate as possible.

    1 vote
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  19. Make the Installation Instructions text box be able to have empty lines between details

    In the admin part of editing the user download you can create blank lines by entering twice once a sentence is finished, then typing more information.

    Due to the current formatting limitation, the end user sees all of the text in one line, which makes it easily missed for moderate-advanced installs.

    1 vote
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  20. Separation of service desk admins

    I have recently come across an issue with the help desk where it's been pushed down from the Powers That Be that the Finance Department should have a ticketing queue for people to submit invoices because a shared mailbox is not working.

    I have found, after working with a tech, that while it's possible to create the queue (obviously) you cannot restrict the admins of this finance queue from seeing the contents of the other queues, WITHOUT FULLY DISABLING THE ABILITY FOR THOSE PEOPLE TO SUBMIT ANY TICKETS.

    Would like to have some sort of separation of duties regarding queues,…

    22 votes
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