SMA (K1000)

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

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  1. Integrate K1000 with Microsoft Teams

    Integrate K1000 with Microsoft Teams to allow users to open tickets directly from Microsoft Teams and fill in necessary categories/information

    In addition the ability to create Planner tasks for Tickets in kace would be ideal

    36 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Customize color of the ticket's status

    For exemple :


    • State "Closed" then color yellow


    • State "Open" then color green


    • State "New" then color blue


    Like the "Priority" setting

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Change from dropdown lists to radio buttons

    Can we have the ability to change rom a dropdown list to radio buttons?
    This would greatly reduce the clicks when categorising tickets.

    3 votes
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  4. Add more custom fields in queue customization (No. 12 to 25)

    At the helpdesk Configuration at Service Desk › Configuration › Queue Customization are only Custom1 to Custom11 fields available. In order to manage cross-tickets between mulitple queues, there are more Customfields requiered. If you handle tickets between 2 or more queues, the identical custom fields are requiered, to see the fields.

    For example: If in queue 1 the custom field 1 ist filled with text "Customer-Name" and in queue 2 the custom field 1 is for single select choices configured, the worker in queue 2 will not see the Customer-Name from queue 1.

    3 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Show/modify Assets fields on Ticket

    Able to bring assets field from asset to Show or modify data.
    For example in a ticket for alocation resources (stored on Asset).
    the changes need be recorded in a ticket or need a aprovall process to do that. Assign some resource to user. Alocate something to center cost. Change the Asset Status.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Ability to format the print option in a ticket

    I would like to be able to format the output when I print a ticket. I envisage it would be part of the Q configuration and it might be like the template option where you would select the fields that you want to print and some minor formatting options. Currently you get a straight dump which includes history etc and it runs to several pages of no format.

    12 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Allow attachments to be inherited from parent tickets in both processes and tickets.

    Currently I have a rule in place which copies parent attachments to child tickets for a process. This needs to be a built-in feature.

    3 votes
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  8. Have ability to receive text messages when owner is assigned a ticket

    Some of our team has asked whether is is possible to receive text messages when assigned tickets of a particular priority.
    Additionally we would like functionality so that when tickets reach SLA breach a text message alert is escalated to the Owner's Manager.
    I understand neither of these are options currently but would be a desired enhancement for the future

    1 vote
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  9. Allow Teams Voicemail to create a ticket

    We are in the process of switching over to Microsoft Teams for our voice solution. Voicemail will still get delivered to an inbox just as it has in the past, but because there is technically no return address the SMA will not process this email as a ticket. With Teams becoming a big player in this space, a work around would be a good idea.

    6 votes
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  10. Assign multiple assets to a single ticket

    So often I need to perform the same task on multiple assets. In order to properly track this I have to create a ticket for each asset that needs the task performed. This could be done much better by allowing us to attach several assets to a single ticket. Please please please consider this.

    3 votes
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  11. Allow auto populate of custom fields based on email submission

    It would be great if we could have some sort of way to define our own "fields" from email tickets being submitted so that those could be translated to auto populate more needed information on the ticket.
    The Rules wizard is limited and SQL does not make the submission email visible to work with.
    For example, I get many tickets submitted daily via subsystems (Sophos for example). We can grab things like the title and change the ticket category - but if Kace could look in the email submitted and set the Machine (Workstation Name), because the info is in…

    3 votes
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  12. Project Management and Tasks/TODO's or Import from MSProject.

    It would be nice if Kace could do something like this as so many ticketing softwares are doing this now.

    9 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Alter replies to remove email address of ticket owner

    Some users have gotten in to the bad habit of clicking the email address inside ticket replies and responding outside the ticket. I know this is more a "teaching opportunity" for the user but it would be nice to just completely remove the ticket owner/replier email address from the template. See screenshot example.

    3 votes
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  14. Put a dropdown to select the queue you want to see for Dashboards

    When selecting Service Desk in SMA, you can see the Dashboard for whatever default queue is set up for your user profile. Some admins have access to multiple queues, specifically managers who are managing individuals in those queues, and it would be helpful to toggle back and forth between queues to get a singular view of what is happening with that queue.

    3 votes
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  15. Exempt email accounts that are from systems

    There needs to be an area where I can put in an email address (Like from an HVAC, Fire System, or just a specific user, etc..) to exempt it from any replies so my customers can still get replies.

    3 votes
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  16. 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.

    12 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat

    Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat

    9 votes
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  18. User Downloads - Restrict by Device not User

    I understand that the 'Also Restrict By Device Label' in the access control section of the user download config screen is currently mislabeled as it should be 'Restrict User Labels to Assigned Devices' but this is not helpful for our environment.

    We have a significant number of devices that are not used by a single user but are shared and would like the option to restrict the user download by device label as was previously possible.

    I would like a user to only see the download being presented to them if it is applicable to the device they are using.…

    7 votes
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  19. 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!

    17 votes
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  20. Process with Approval to begin and Approval/validation on child ticket (Tasks)

    Process with many fases that require approval and validation on tasks.
    like: Change requests - approve to begin - task1, task2, task3 - tests - (approval of results tests) move on, task implementations, next tasks ... validations task (approval of validation) ... until to end of process.

    6 votes
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