SMA (K1000)

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

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  1. Add a "take this ticket" button

    I would love an option, in the help desk queue, to take a ticket without having to check the box then going to "choose action" -> "reasign to" -> and then choosing myself. A "take this ticket" button beside unassigned tickets would be wonderful.

    287 votes
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    planned  ·  4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Better support for Category::Subcategories in Helpdesk

    Currently setting up categories and subcategories for helpdesk is painful, as it requires manual ordering and reordering of entries, high redundancy in entries, and is not supported under custom fields. It would be great to see UI improvements to make this task more streamlined.

    265 votes
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    9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  3. recurring tickets or tasks like outlook tasks

    good day,
    I was wondering if there is a way to create recurring tasks in K1000 e.g. dusting off shipping PC's. or remind head of departments to bring their laptops for quarterly check.
    thx -

    197 votes
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    planned  ·  12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Email - create processes

    This would allow an email to spawn a process similar to how it can spawn a ticket.

    193 votes
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    planned  ·  15 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Microsoft Outlook plug-ins

    Examples of Outlook plug-ins..

    • New Ticket option in Outlook for users that creates a new message in support request form with fields that will send to the Kace support request queue

    • Create a Ticket option in Outlook for techs (takes an existing email message from a user and sends it as a Kace support request) that presents a form for the tech support person that will populate in Kace

    The kind of thing I am talking about is touched on in this article from 2001(!) where some of the ticket creation work is handled once by the person…

    171 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

  6. Allow for modification of the user survey at the end of the ticket

    I would like to be able to change what is asked for in the user survey at the end of a ticket. Instead of just asking a user how satisfied they are I may want different departments to answer different questions, such as if the problem is reoccurring or if there are any other related issues affected by this ticket.

    167 votes
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    11 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  7. Microsoft Teams integration with the Service Desk.

    2-way communication between microsoft teams and the service desk for working tickets and moving the comments from the topic in teams into the ticket.

    127 votes
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    7 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Allow 'TICK' ticket prefix to be changed

    If you've renamed 'ticket' to something else (e.g. 'request', 'service call' etc.), it would seem logical to be able to change the 'TICK' prefix assigned to a ticket.

    It would also be helpful to be able to apply a different prefix to a different helpdesk queue, or to rename 'TICK' in the event that you have multiple K1000s in production in different locations for different sets of users.

    117 votes
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    16 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  9. Allow custom views to be shared

    Allow for custom views for tickets, assets, etc. to be shared by other users. There could be global views, team views, personal views, etc.

    107 votes
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    7 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Service Desk - Add Quick Resolution Tickets

    Allow Service Desk staff to create quick resolution tickets. Choose Action -> Quick Resolution Ticket (This is above and beyond the typical Add New Ticket)
    This would be a quick customized form for tickets that wouldn't normally be tracked (ie. Username/Password resolutions on the phone.) Some of these support calls take too long to create a new ticket, save and then re-enter the ticket to add a resolution to close.

    99 votes
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    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  11. Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Resolve details described in the following KB article:

    Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Digitally signed email attachments sent to the K1000 Service Desk may not show up correctly in the K1000 Service Desk ticket.

    Digitally signed email attachments are not supported at this time. The K1000 only supports plain-text.
    Resolution

    98 votes
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    12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Ability to modify the category of tickets in bulk

    Similar to bulk update of status or owner on the ticket summary screen. I recognize that you would need to code for n levels of hierarchy depending on the number of subcategories that are configured.

    92 votes
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    4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. HTML Forms to capture user input

    The ability to create HTML Forms to capture user input in a controlled manner with appropriate controls and that it allows for validation.

    Something similar to InfoPath Forms but at a basic level that integrates nicely with K1000 Service Desk

    The ability to do this in a knowledge base article and in a ticket would be nice

    The submission of this form could then trigger the creation of a new ticket or trigger a ticket process and email appropriate users.

    87 votes
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    4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

  14. Recognize users by more than one e-mail address

    The users in the KBox should be able to be assigned multiple e-mail addresses (aliases) so that if they send a message from an alias address it assigns the correct user to the ticket instead of creating a new user.

    82 votes
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    11 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  15. Ability to send attachments (not just links)

    Need to have the ability to add attachments via the helpdesk software that emails it to the end user like normal email.

    Would be difficult to get end users to log into the portal & would just cause more issues. Sometimes we need to attach instructions or other pertinent info. With previous software we were able to do this, now we cannot & have to send via Outlook which defeats the purpose of helpdesk.

    74 votes
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    13 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Allow templates to be created for frequently used tickets.

    We could really use a template for making a ticket for frequently done processes like creating a new user. I would include only the fields needed to create a new user and you set certain fields as mandatory.

    70 votes
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    10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  17. Jira integration

    We use both Jira and K1000 helpdesk.
    We use Jira for long term tasks and kbox for Service Requests and Incidents.

    Being able to make a sub-task in Jira which has a corresponding kace ticket would be a huge benefit.

    Example:
    One of our long term tasks which is in Jira is End of Life for Windows Server 2003.
    Each server which needs to be upgraded should have its own kace ticket. This ought to be as simple as making a sub task in Jira and defining that that subtask is in kace. When the kace ticket is closed the…

    69 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Service desk owner out of office

    Add a feature that when someone is going to be out of the office, all they have to do is log into the portal and say "Out" or "In" and whenever they are auto assigned a ticket, that ticket will go to an unassigned status so all the owners of the queue see that ticket.

    60 votes
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    under review  ·  5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Stop the flow of a process if a child ticket is rejected

    As of now, when a child ticket is rejected within a process and closed, the process will continue. Change it so that when a child is rejected that it will stop the process flow.

    59 votes
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    7 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  20. Allow Work field to be set as required

    Would like the ability to set the work section in the service desk as required. Currently, tickets can be closed without adding any work to them.

    59 votes
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    under review  ·  4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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