SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. Please enable Mark Down functionality so that we can create KB articles with html code.

    I have created KB articles with html, using the mark down feature but when I attach the article to the ticket it comes through as the code and does not translate it.

    19 votes
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    2 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  2. The Knowledge Base should allow some articles to be public so that a login is not required

    Some articles should be public (for example, we're a school and pupils don't have access to KACE but some articles are aimed at them too.)

    5 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  3. Peer review before publishing Knowledge Based articles

    Currently when a KB article is created it is instantly published to the DB. Could we have a draft option and peer review options so that the KB is only availble to everyone in a group once the submitter is happy and a defined list of approvers has approved.

    9 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  4. Restrict Knowledgebase Visibility in Admin Portal Based on Label and Role

    Currently assigning a label to a knowledgebase article only hides it from the standard user portal. I would like to be able to also restrict who can view certain knowledgebase articles when logged in though the admin portal. For example, network administrators, system administrators, software developers, etc. should be allowed to place KB articles in Kace that can't be viewed by helpdesk. Currently anyone who can log into the admin portal can view all KB articles.

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  5. Knowledge base Internal/External Segmentation

    Some knowledge base documentation is for internal support staff and some are for end-users. It would be great to have a drop down on each KB article to select which type of KB it is, whether Internal or External.

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  6. Knowledge base version control

    Version control would be awesome. Then knowledge base could be better used for help/instruction/rules documentation. Without versioning the changes made to documentation are not tracked and this is generally required from the quality perspective. The writer and perhaps the reviewer should also be included as a field.

    62 votes
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    2 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  7. Customize the K1000 Knowledge Base layout

    In the K1000 Knowledge Base, it seems necessary to have the ability to customize the layout, similar to the Help Desk / Service Desk Ticketing (add columns, change column widths, change header wording, etc), and would be well used and very appreciated.

    63 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  8. Download/Attach Knowledge base article as pdf

    There should be an option for users to download the knowledge base article as a pdf and for admins to attach the article as a pdf to a ticket including all the pictures.

    6 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  9. print knowlegebase articles

    Allow users to have the ability to print kb articles created in kace using embedded images with markdown code

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  10. The Knowledge Base should have an author field

    The author is important, if clarification or modification is needed yesterday. This should be filled in automatically based on logged in user, but could be changed if needed. Say if a proxy was entering the article.

    132 votes
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    13 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  11. Can we make the Knowledge Base accept emails and create articles from them?

    Can we make the Knowledge Base accept emails and create articles from them?

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  12. View by More (View less)

    Kace customers cannot view what knowledge base articles users have access to.

    Optimally you should be able to view by label like in the other branches of Kace.

    Smart label functionality would be nice here also.

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  13. Knowledge base article attachments not showing up in ticket

    I created some knowledge base articles with attachments. The attachments show up fine when i look at the kb however when i attach the kb to a ticket the attachment does not show up anywhere.

    i was told by kace support to copy the link of the attachment into the kb and that half works but does not work for the mobile app.

    7 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  14. Documentation Integration

    Either integration of other sources of knowledge articles into the kbox kb. Be they internal or external. Examples:

    Sharepoint

    TechNet

    vmware kb

    Jira

    You get the idea. There are many sources of information that an administrator might use. Importing them into the kb is a good way of saving time and getting everything into one place.

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  15. 7 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  16. Relation between Knowledge Base and Service Desk.

    Knowledge base should have some way to control the solved ticket that you add it from the service desk. if dont it is so easy to have same solutions with different tittles. tags could be a solution or a key words/category/importance comparation.

    on the other hand, when you want to answer a ticket using the KB, the only way to find an article is by the tittle. this should be a powerfull searcher to be able to answer the tickets in the best and fastest way. for example, be able to look for the category, the importance, from tags or…

    10 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  17. Knowledge Base: Add subtopics under main headings

    Have main topics and the ability to select off of that.

    10 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  18. Mark Knowledge base articles as expired

    We have a number of knowledge base articles that are submitted but the superseded but other problems/fixes.

    The ability to mark KB's as expired and like to related articles would be good.

    7 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  19. Better Organization in the Knowledge Base

    Organization is important for the users to find things quickly. By having folders for different catagories would help achieve this.

    15 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  20. Modify the Knowledge Base to mimic Dell KACE's "Internal Solution KBs"

    Make the KACE Knowledge Base look and act like the DELL KACE Internal Knowledge Base site. See picture...

    5 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
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