How can we improve the SMA (K1000)?

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 is no easy way to do this.

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    Andrew Aragon shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    21 comments

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      • Nick Vardis commented  ·   ·  Flag as inappropriate

        DASHboard seems like the perfect solution, but the cost will not fly. Most customer service solutions come with this built into the system. Obviously KACE offers much more than the typical customer service solutions from an IT perspective, but having this dashboard is a must. GoodData integrated with Zendesk is a good example. It is free with a certain subscription to their cloud based package. I voted for this and would really like to see more ability around the reporting. Its really the only thing the system really lacks from my perspective.

      • Hobbsy commented  ·   ·  Flag as inappropriate

        So the release of 7.2 Service desk widgets was sadly "nearly good" as opposed to "really good", you are able to get more information, but how about a widget that tells you how many calls you have actually logged? I was waiting for the 7.2 release and really wanted KACE to come up with the goods, but once again we are falling short of that which is required for the most basic of Servicedesk reporting requirements.

        If any of you are disappointed may I suggest you take a look at the following IT ninja article:

        http://www.itninja.com/blog/view/dashboard-v3-for-kace-servicedesk

      • Jack Senesap commented  ·   ·  Flag as inappropriate

        They finally added a Helpdesk Ticket dashboard widget BUT it is ONLY for admins in version 7.2 k1000. It should be available for a service desk user as well. Also, there should be a dashboard user that never logs out so we can display ALL widgets on our big screen 24/7.

      • Jeffrey commented  ·   ·  Flag as inappropriate

        My organization recently purchased a K1000, having decided to forgo some of the complexity associated with OTRS and take advantage of the turnkey feature set. I'm a little bit shocked by how little attention KACE pays to ticketing metrics overall, given so many companies I've worked for live and by those metrics- including many of Dell's internal teams (I worked for AppAssure support). That there is still no ticket status dashboard component 19 months after Nick's confirmation that it is under review (and many many years since KACE came to market) is outright disappointing.

      • horstj commented  ·   ·  Flag as inappropriate

        I feel that this is a HUGE miss on the dashboard. There are currently barely any actionable items in the dashboard view. It makes no difference to me how many scripts/managed installs we have, the breakdown of OS versions, etc. We really need a way to see which tickets are of a high priority, past their due date, etc. A dashboard should only contain things that need action as soon as they are seen and there is currently no way to do that for the helpdesk.

      • Shon commented  ·   ·  Flag as inappropriate

        I found that using a few technologies: Apache, PHP and Bootstrap for example you can hook directly in to the KBOX. In this way I was able to create an intranet Dashboard for our organization. This can be done as a weekend project if you can't put business time in to it.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I asked for this at our regional KACE forum. It would be helpful if we can provide this information internally so groups that have outstanding tickets can get a glimpse of where they are at the current moment. It can created for each specific queue and then broken down by Technical Groups.

      • Brett Hulin commented  ·   ·  Flag as inappropriate

        Having a native dashboard widget for Service Desk is what I need. I want to place a large monitor on the wall so that any of my staff can look at the board and see what tickets are open, how many, etc. I want transparency so anyone can walk in and see the current status of things.
        Real time data straight from the KBOX is preferred. This widget also needs to be customizable so that we can pick and choose which fields we want to display in it.
        I think that having a dashboard READ Only userid that never logs off would should be included in this so that people don't have to keep logging into the monitor status computer

      • James Bullock commented  ·   ·  Flag as inappropriate

        We use HeidiSQL to run a saved SQL Query to run against Kace allowing use to copy the data and paste it into excel to present all manner of graph and report.

      • Nathan Ramos commented  ·   ·  Flag as inappropriate

        I am also curious about making custom widgets for the K1000. I have gotten a lot of positive feedback with the stock widgets but I had a few ideas on which widgets to install/create. We have a big screen by our Help Desk and I would like to have an "Open Ticket" widget, SLA time widget, Satisfaction Survey Completion widget, among a few others

      • John Marotto commented  ·   ·  Flag as inappropriate

        I like this idea. We currently use OBIEE dashboards for Executive views of Service Desk activity. This setup also includes appropriate 'drill down' functionality to the ticket level. I run my own queries against the DB with Workbench to get what I need.

        The ultimate dashboard would allow displaying and 'live updating' of Service Desk activity based on a report I created. I envision a "Add to Dashboard" check box or a Create Dashboard Widget button in the Reports environment. Once the dashboard item is created I could set the 'Refresh Rate' similar to the List View refresh function in Service Desk.

      • Ken Billits commented  ·   ·  Flag as inappropriate

        We need a report that gives us just the number of how many tickets were created, how many tickets are currently open, and of how many were closed in the past seven days. There are similar reports to work from but give too much information and are in SQL. It would be nice to have this report or at least the ability to create the report without SQL. The wizard at present was not much help in doing so.

      • Anonymous commented  ·   ·  Flag as inappropriate

        The ability to manage the dashboard to include graphs for Metrics for FCR and FLR, etc. I currently create my own graphs from excel manually.

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