SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. 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 →
  2. Drop down list of categories in the knowledge base

    Pretty Simple idea - create a drop down list for the category field in the knowledge base similar to the Type field in the Asset side. This would reduce human error when creating categories, because at the current time, spelling errors can create different categories. It would allow for more structure for the knowledge base that can be defined by a KB admin instead of a user.

    125 votes
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    5 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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 →
  4. 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 →
  5. Improve search in the Knowledge Base module

    The current search in the Knowledge Base seems to only do an exact match and only a single match. For example if you search MOVE MOUSE it would return the match "Move Mouse to select text" but if you search MOUSE MOVE it would not return this. It makes searching knowledge base very limited because you can do multiple keyword searches as it stands today.

    50 votes
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    4 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  6. Adding Keywords or Tags to KB Articles

    I would like to see the addition of a Keywords or Tags details when creating Knowledge Base articles. I believe this would be beneficial to our end users if they need to search for Knowledge Base articles.

    44 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  7. Allow simple users to write new articles to the Knowledge base through the UserUI

    I a company, there are some categories of users (example developpers) who create new applications. While they are considered as simple users in the point of view of Kace, we would like to allow them to publish new articles in the KB using the user console. This way they could publish user's manual about new tool they create. But they should not have access neither to admin console or existing KB article created by Admins.

    22 votes
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    2 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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 →
  9. 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 →
  10. Ability to add Knowledge base attachments directly to child tickets in Processes

    When we first started working with KACE we were able to create Processes with a Parent ticket and associate child tickets; With-in the Child tickets we were able to go back in and attach a knowledge base document or form. When the child ticket was created the tech could just select the attachment and open\save\ and print the KB.

    After upgrading to 5.4 we are unable to do this?

    Attaching a document makes it easy for the tech to click the attachment directly in the child ticket to open\save\ and print the knowledge base forms or attachments. This is really…

    10 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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 →
  12. 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 →
  13. 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 →
  14. 7 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  15. Printing KB-Articles including via markdown embedded images

    Using the markdown option you can add images in KB articles by "![Image Description](Image URL)"

    If you print this document the images are not shown in preview and printout.

    Please add this markdown feature in your printout, because many of our users want to print their KB articles but without images they are useless.

    7 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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 →
  17. 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 →
  18. Allow the ability to protect KB Article attachments.

    Currently KB attachment URLs are not protected in any way. Anyone who knows the direct URL to a KB Article attachment can get the attachment. This works regardless of label and doesn't even prompt for authentication.

    We would like to see an option added to the New KB Article form that would protect the attachments to that article with the same mechanisms that currently protect the article itself.

    Example:
    https://<k1000.fulle.name>/packages/kb_attachments/<kb-article-num>/<attachment name>

    This could lead to some sensitive internal data being leaked.

    6 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  19. 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 →
  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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