How can we improve the SMA (K1000)?

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

474 votes
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    Sam Chow shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    23 comments

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      • Greg commented  ·   ·  Flag as inappropriate

        If they receive the email it sure would be helpful if they could view the ticket.

      • Maarten Vlasblom commented  ·   ·  Flag as inappropriate

        This is a serious issue. What is the point of sending an e-mail to the CC-ed user while they are not able to view the ticket at all?

        I had even a more strange thing:
        One of my colleagues was copied in 2 tickets in CC, he was able to see 1 ticket completely with all details but the other ticket was not accesible for him.
        The status of the ticket was the same, there was no explanation for this. I contacted support for this but they simply stated that it should not be possible.

        I suggest that you have a concrete look at this, there seems to be a serious bug in K1000 and the demand for this feature is really high if you see the amount of votes.

      • KACE User commented  ·   ·  Flag as inappropriate

        I am using the CC List field to add users to on tickets so that a CC'ed user CAN view a ticket. Almost all the fields are read only, with the exception of the Comment box section. It's a different view from the user/submitter or the owner. Not sure why this is marked as Under Review.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Realy bad if i put someone on CC List and this user can't see the ticket if he clicks on the link 8-)

      • Anonymous commented  ·   ·  Flag as inappropriate

        Rickey Smith
        This is important
        If I copy someone it's so that they know what's happening
        They should be able to read all comments as well.

      • JFangman commented  ·   ·  Flag as inappropriate

        Just wondering if there have been any updates to this. Some of the feeds are pretty old.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I was officially told yesterday we can't deploy unless, at the very minimum, a work around is found. If anyone out here has any ideas please respond otherwise weeks of prep work have gone to waste and another solution will need to be found. I opened a ticket with Dell but really didn't get anything of value back. We want to deploy Kace Service Desk but now we are stuck!

      • Stephen Fearns commented  ·   ·  Flag as inappropriate

        The lack of this feature and some others (e.g. API) have been factors in our management deciding to deploy another product from the 1st April.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Not having this feature is pretty much a show stopper for us implementing Service Desk. As with others, when one person creates a ticket it often needs to be viewed and commented on by other users on their team or people from other shifts. We find that one user will forward the ticket info to another but they can't do anything with out. This feature is available in most other ticketing systems. This is a huge issue for us!!!

      • Chris Anderson commented  ·   ·  Flag as inappropriate

        This, or something like this is one of the big deciding factors for us with ticketing systems and something we're missing pretty badly. For us (in both call centers and dev environments) it's pretty important that a manager can check up on tickets submitted by people they manage or someone on the night shift be able to check on/update a ticket entered by day shift. This is also essential if a manager needs to approve a ticket entered by someone they manage. While you can have approvers currently, it doesn't appear the approver can be dependent on the submitter.

      • Sandi commented  ·   ·  Flag as inappropriate

        We have quite a few managers that want to be cc'd on tickets especially purchases but they get frustrated because they can't log in and see the tickets they have to use emails.

      • Andrew commented  ·   ·  Flag as inappropriate

        It would also be great if users on the CC list could add comments. We have several admins that open tickets for other users and actually continue to work with us if the user is unable to follow any instructions we provide.

      • Mary commented  ·   ·  Flag as inappropriate

        Why have a CC for someone to receive if they can not view the ticket? It makes no sense and has been a problem for us. We had to hide the CC so the users don't use it; otherwise, we get additional tickets from the CC inquiring on the ticket.

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