SMA (K1000)

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

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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 →
  2. 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 →
  3. 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.

  4. 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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    24 comments  ·  Managed Install  ·  Flag idea as inappropriate…  ·  Admin →
  5. Dashboard for Help Desk

    I would like to see a better solution for reporting on the Help Desk side, similar to the data on the summary page; Managed Operating Systems, Tasks in Progress, Distributions, ect.
    I am currently reviewing 3rd party to pull this data an make it live, and would much rather the data be live in the KBOX instead of using flat data such as HTML, excel or another format. With these reports, if I want to run historical data I need to change my SQL, save the excel data or go through several steps on the help desk section, but there…

    829 votes
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    22 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Additional end-user options for patch installs

    I would like to be able to give my users the flexibility to schedule installs of patches at a time that suits them ... for example, when the popup appears on the client PC, offer them a range of options such as:
    -- install now
    -- remind me in 1 hour
    -- remind me at 11:00am
    -- install when I next shut down

    757 votes
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    completed  ·  42 comments  ·  Patch Management  ·  Flag idea as inappropriate…  ·  Admin →
  7. HelpDesk - Ability to merge tickets from summary view

    The ability to merge tickets or create quick parent/child relationships from the summary view of the current view would be extremely helpful. It would save a lot of time and be easier to navigate.

    685 votes
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    52 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Allow payloads (scripts, managed installs, file syncs, etc) to deploy in a specific order

    I would like to have scripts deploy in a specific order just like the deploy order for Managed Installs. Also I would like to order managed installs and scripts together so that an install happens before a script runs and vice versa.

    654 votes
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    36 comments  ·  Scripting  ·  Flag idea as inappropriate…  ·  Admin →
  9. Log email tickets as HTML format

    The ticket is re-formatted as plain text when it gets in as a ticket, so HTML design (including pictures) is lost. I would like the formatting to be kept as the original, including leaving pictures in order.

    644 votes
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    43 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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 →
  11. 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 →
  12. 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 →
  13. CC'ed Users ability to view tickets they are copied on

    It would be great if a CC'ed user be able to review a ticket in his/her ticket queue

    487 votes
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    22 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. K1000 8.0 themes

    The 8.0 version theme is very bright and hurts the eyes. I think it would be good to allow several themes, especially to allow a company to theme the site to be how they would like it.

    471 votes
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    89 comments  ·  End User Portal  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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 →
  16. 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 →
  17. 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 →
  18. 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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    34 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

  19. Custom ticket fields for specific Category

    I would like to see a way to create a custom field in service desk that only shows up when a user chooses a specific topic. We have a few applications that our employees use that we want specific information about when they open a ticket for that application such as the part of the application they were in when the issue occurred. This way we can run reports to see how often issues in a specific part of the software are occurring.

    I would like to see this so we can get the information we need without having unnecessary…

    436 votes
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    27 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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 →
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