SMA (K1000)

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

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  1. 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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  2. 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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  3. 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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  4. 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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  5. 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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  6. 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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  7. 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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  8. 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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  9. 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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  10. 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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  11. 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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  12. 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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  13. 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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  14. 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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  15. 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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  16. 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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  17. 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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  18. 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.

    1 vote
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  19. 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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  20. 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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