SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. Retire computers

    Ability to retire a computer and keep all information but not contact it any more or have it count against licenses.

    1,252 votes
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      58 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
    • Retire Users - Helpdesk

      There should be a way to *retire* users especially when using the helpdesk module/ticketing system.

      Sinces users are tied to helpdesk tickets, deleting users would not be an option since that would affect tickets (blank space for ticket usernames).

      943 votes
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        43 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
      • Support Single Sign-On login options

        Would love to be able to have the option to enable pass-through autentication for AD. We currently use AD integration but users need to type their log in details again.

        878 votes
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          85 comments  ·  Single-Sign-On  ·  Flag idea as inappropriate…  ·  Admin →
          completed  ·  Dean Wade responded

          UPDATE
          We successfully integrated in the QAS toolset and will be shipping SSO for Active Directory as part of the 5.5 release this summer.

          We have identified a technology that will allow us to deliver SSO. The Quest acquisition has provided Dell with a new technology called QAS (Quest Authentication Services). The QAS team is in the process of extending their capabilities to work with FreeBSD, the K1000’s operating system. It’s early, but we are encouraged and are hopeful to have a solution implemented sometime this summer.

        • add a run now option for managed installations

          Currently only scripts have a run now option. Would be great to have one for Managed Installations instead having to run inventory on machines to immediately start the installs.

          867 votes
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            23 comments  ·  Managed Install  ·  Flag idea as inappropriate…  ·  Admin →
          • User Portal- Progress bar on software download/installation

            There should be a progress bar while user downloading / installing the software package from the user portal

            585 votes
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              35 comments  ·  Agent  ·  Flag idea as inappropriate…  ·  Admin →
            • Better Customization Options in user portal knowledgebase

              I'd like to see a more powerful WYSIWYG editor for the knowledgebase articles, maybe supporting Rich Text Format (RTF) and/or full HTML. I know Markup is already supported, but it's not ideal when you're trying to paste already formatted info into the knowledgebase or creating articles from scratch. There are nice WYSIWYG editors available that could probably be used, versus creating one from scratch.

              Being able to forward the knowledgebase articles via email and retain the formatting would be nice too. Even the Markup formatted articles seem to be stripped when emailing them.

              582 votes
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                35 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
              • Better Wake-On-LAN implementation.

                Have the K1000 send the WOL request to an Agent (on a PC that is already awake of course) on the same VLAN as the PC that you want to wake up. I need to be able to send WOL packets through VPN Tunnels and across VLANs. This would be a life saver!

                502 votes
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                  completed  ·  33 comments  ·  Wake-on-LAN  ·  Flag idea as inappropriate…  ·  Admin →
                • Service Desk - Editing Comments

                  Once comments are saved in a ticket/request, they can no longer be edited by users or administartors. Could we create a way for the comments to be edited by ticket owners only after the comment has been saved in a ticket? Could we set this type of field as a Read-Only or Change Permission?

                  469 votes
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                    36 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                  • Detect Out of Office Reply's and Non delivery Reports

                    Currently the kbox handles out of office reply's and non delivery reports as normal e-mail.

                    this causes the following issues.
                    - closed tickets are reopened
                    - mail loops are created.

                    I think the kbox should inspect the Return-Path: header of an e-mail on arrival.

                    If the return-path is empty or like
                    Return-Path: < >

                    Then it is an auto-reply message..

                    if the message can not be attached to an existing ticket, log and drop it... no reply message.

                    if the message can be attached to an existing ticket it can be done for debugging reasons.. but it should not trigger…

                    464 votes
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                      10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                    • Allow view access to all tickets without being a ticket owner

                      Currently the only way to provide view access to all tickets is to make the user a ticket owner. Otherwise they can only view their own submitted tickets. We'd like to be able to provide view-only access to all tickets in the admin portal WITHOUT having the person be ticket owner. Also would like to have the option to provide ticket modify access without being owner. This would be for supervisory positions who need to check in on ticket details but we do not want anyone assigning them tickets.

                      462 votes
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                        33 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                      • Lock Tickets for Editing

                        The current design of the ticketing system allows for multiple users to modify a ticket at the same time. The problem is the first person may change the status, for example, then save. Then the second person with the ticket open can save after doing something else like making a comment. This will then switch the status back to the original.

                        I know this may be complicated, but the web interface needs to lock tickets using some sort of keepalive while someone has a ticket open. Active content updating would be even better (i.e. changing the status or any other…

                        452 votes
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                          33 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                          completed  ·  Nick Buonpastore responded

                          We’ve added a feature to improve conflict handling when more than one user modifies a ticket at the same time in version 6.4

                        • Add multiple approvers to the K1000

                          Allow the K1000 to have multiple approvers for the the Help Desk portion. One approver is not enough for certain help desk functions.

                          408 votes
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                            26 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                          • Implement the ability to paste screenshots that are copied into the clipboard currently

                            Currently, to attach a screenshot of an issue, you have to take a screenshot (or multiple) open an additional document (like word) and paste the screenshot(s) into word. then you can take that word document and search for the document on your computer and attach it via the upload function in the ticket.

                            Other web-based ticketing systems are allowing you to simply click a 'paste' button that allows you to import (Via java in JIRA's case) the contents of your clipboard into a window.

                            this would really improve the information users provide to techs in the tickets, as well as…

                            406 votes
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                              12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                            • Asset management of Network Devices

                              Auto Discovery and inventory update of Network devices such as Printers, Routers, Switches, IP Phones in Asset Management Module

                              405 votes
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                                19 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                                completed  ·  Dean Wade responded

                                6.0 will introduce the first phase of integrating Quest’s Management Extensions (QMX). Features include automated and recurring discovery of network devices and agentless inventory of most non-Windows network devices. Join us at UserKon to find out more.

                              • Patching Schedule Options

                                When scheduling deployments on patching, it would be nice to set up a schedule to run on the first Thursday of each month, second Saturday, etc.
                                This way you could schedule a patch job to run the second Wednesday of the month after Patch Tuesday instead of changing the schedule date manually each month.

                                393 votes
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                                  34 comments  ·  Patch Management  ·  Flag idea as inappropriate…  ·  Admin →
                                • Sub-Administrator Level Roles

                                  Allow for a role that has access only to certain machines and the ability only to create and modify their SW distributions, but have access to shared distributions. An alternative would be allowing more than one organization to share software distributions and other resources

                                  383 votes
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                                    39 comments  ·  Security  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Working hours / Calendar / SLA's within servicedesk

                                    Currently it requires heavy sql incident rules to have SLA's / working hours

                                    373 votes
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                                      26 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                      completed  ·  Dean Wade responded

                                      Our first version of SLA support is included in the upcoming 6.3 release.

                                    • Add Wake on LAN option to K1000 Device Inventory

                                      It would be wonderful it a WOL option would be added the K1000: Computer Inventory listing. If I see that a machine is offline I can't just click on it and send a WOL. If that was a button next to the "Force Inventory Update" or even under the "Choose Action" maybe "Choose Action --> Machine Options --> "Send WOL" That would allow the user to select multiple machines. It would save the user time from having to go to the K2000 --> Systems --> K1000 Inventory --> Labels --> Find the machine you want. Thanks.

                                      342 votes
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                                        19 comments  ·  Wake-on-LAN  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Ability to set default ticket view

                                        In Service Desk under Tickets tab, I'd like the ability as an admin to set the default view so ALL technicians' active tickets are on my screen and not just the requests assigned to me. Currently, I have to weed through the active and closed tickets or view each status separately.

                                        288 votes
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                                          24 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
                                          completed  ·  Nick Buonpastore responded

                                          We’ve added the ability for each user to save their own default ticket view in our upcoming 6.3 release.

                                        • Interface - Dynamic Column Choices and Resizing (Per User)

                                          Each user should have the ability to define which columns appear in each section of the KBOX (Inventory, Help Desk, etc.) based on columns available in the table in the database. Also, each user should be able to define column width for each column - preferably in an easy manner such as dragging the edges of the column label.

                                          243 votes
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                                            26 comments  ·  UX  ·  Flag idea as inappropriate…  ·  Admin →
                                            completed  ·  Dean Wade responded

                                            This has been implemented in 6.0. Join us at UserKon in December for first hand demos or watch our Facebook and KACE Konnect groups for upcoming training seminars.

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