SMA (K1000)

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

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  1. 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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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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.

    3 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Allow Conditional Logic to work with required fields

    While you can show and hide fields in ticket templates with fields that are marked as required, if you go to submit a ticket and the required fields is hidden due to the logic, it will fail stating that the required field is required to submit.

    Would like to see required field(s) work based on conditional logic IE, if the field(s) is marked as required but is hidden due to the conditional logic, it will allow the ticket to be submitted and vise versa.

    3 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Change Multiple Select Field

    If choosing to have a multiple select field in a ticket or ticket template a user needs to press CTRL-Key to select more than one item.
    Please make it easier for users to select. Maybe by moving.
    Another idea would be to select by single click and deselect by another single click.

    3 votes
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  6. timer

    Add a timer to tickets in the service desk that ticks down based on SLA. This will show techs which tickets need to be worked on next before a breach of SLA occurs.

    1 vote
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  7. sla

    SLA's based on time to first contact. The current SLA functionality only covers time to close. This metric is useful at times, but due to the complexity of IT issues can vary widely.

    Time to first contact as an SLA is very important for all helpdesks as it tracks how long a user is waiting to be helped. This can be done with custom rules and reporting, but its cumbersome. Making it a core feature would be a big help.

    3 votes
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  8. Prevent Duplicate Work Hours for a Single Technician

    I require that my staff complete their work hours under the tickets they work along with having a daily work ticket that they put "administrative" work with brief descriptions. This has worked out very well. However, there are times where some of my technicians will end up putting overlapping work hours. For example, they worked Ticket 123 from 8:30am until 9:30am but they also worked ticket 124 from 9:00am until 9:30am. It shows up on the report for total hours as they worked 1.5 hours, which is physically impossible to do between 8:30am and 9:30am.

    Two potential fixes:
    * Prevent…

    3 votes
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  9. Single Select Field without "Please Select one..." - Option

    We have the abilitiy to define Custom Fields as Single Select Dropdown Field.

    Please implement the function (for example by a simple checkbox when configuring the field) to "remove" the first select-item "Please select one..." so that the user can only select the values which are defined for the custom field dropdown.

    3 votes
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  10. 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

    18 votes
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  11. 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 →
  12. Allow more Conditional Field functionality in ticket templates

    Right now, the only functionality based on Conditional Logic in ticket templates is whether to Show or Hide the field.

    Please add the ability to set the value of the field, based on Conditional Logic. This would greatly enhance flexibility in designing ticket templates. Thank you!

    1 vote
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Apply ldap labels for users immediately

    LDAP Labels for (AD) users are applied to the KACE (Service Desk) User objects only when the user logged in into the User-Portal.

    It is much desireable that Users are labeled with the corresponding LDAP-Labels on the time of the LDAP-Import.

    Background: On a number of for example 500 Users + not every user logs into the User-Portal, therefore not every user object gets applied any LDAP-User labels.

    Due to that we have no possibility to work with updated data...

    3 votes
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  14. Gain Control to User-Console Fields

    It should be possible to have (more) control over the Admin- and User-Console Web-Interface.

    Especially when a ticket is closed, it is still possible for the user to enter a comment in the closed ticket. – For the Helpdesk – Technician it is still possible to change fields of the closed ticket like title, Impact, Category, Comment and so on… When a ticket is closed, changes to that ticket should not be possible.

    Furthermore it should be possible to control the visibility of certain items in a field. For example it should be possible to hide certain category – items…

    3 votes
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  15. Access to search All queues - all tickets for keywords

    Would like for users with access to the adminui portal to be able to search for keywords in all teams/queues - all tickets so if you have various department groups with separate queues they can also find and tickets that are not in their queue.

    This could be a feature that you have activated or not to suit different business uses.

    1 vote
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  16. Allow the ability to change default fields across all queues

    The ability to set default fields such as "Department" across all queues instead of having to set that field individually in each queue

    3 votes
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  17. Mobile users only see assigned queues

    When an end user logs into the Kace Mobile app, allow the end user to only see assigned queues. Right now, end users can see all queues that have been created, but can only submit tickets to assigned queues. On the web portal end users can only see assigned queues. Why not Mobile too?

    1 vote
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  18. 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 →
  19. Add Sections to Ticket Template Editor

    Allow sections to be added to ticket templates to separate items. The default ticket layout puts the submitter, asset, and device in a separate section to the right of the other fields. We really like this and would like to be able to do it with ticket templates.

    3 votes
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  20. Allow assigning a queue manager separate from the ticket owners

    We should be able to designate one or more persons as the manager of a queue, separate from assigning them to the "Owners" list. It is quite common for there to be a help desk manager who supervises the team, but does not handle tickets directly.

    Such an assigned manager should have full visibility into dashboard statistics, receive notifications of SLA violations, be able to assign/reassign or edit tickets, etc.

    2 votes
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