How can we improve the SMA (K1000)?

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.

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    Cedric shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

    42 comments

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      • Tung Truong commented  ·   ·  Flag as inappropriate

        This mean the comment section of the ticket will be HTML enabled like the Knowledge Base in version 8, correct?

      • Ken White commented  ·   ·  Flag as inappropriate

        Agreed - I think the ticketing system has taken a back seat to the other features. It's long past time to address the many issues in ticketing. Email format, triggers for sending emails, knowledgebase integration into emails, attachment handling, etc. Hopefully we won't need to wait much longer. We've been with Kace since before Dell and the ticketing system has always been the weakest portion of the product. How about some big time development love??

      • Cody Lee commented  ·   ·  Flag as inappropriate

        I just walked into a shop using KACE, and I am completely astonished that there is no HTML retention or formatting in tickets whatsoever.

        Want to append a Knowledge Base article to your ticket? Great! Except now you lose all formatting. So now you have a ticket with garbage text everywhere. Why not just simply insert a URL link to the KB if you aren't going to allow all that fine formatting and functionality of the KB to translate over?

      • Anonymous commented  ·   ·  Flag as inappropriate

        We gave up on using the ticket system a year ago in Kace because one of the the reasons is the emails don't retain the HTML format. Other reasons include difficult to configure features that are already standard features in other ticket systems. Having to build custom email notification using SQL code is cumbersome and potentially breaks the database if the code isn't right.

      • Anonymous commented  ·   ·  Flag as inappropriate

        I cant believe this hasn't been done already. Makes my entire ticketing system look like armature garbage with line break codes all through it.

      • MadJack75 commented  ·   ·  Flag as inappropriate

        This is one reason we are about to move away from Kace. In the two years we've had it, they've ignored this request, which has been on the board since 2011. That's just bad business sense.

      • Blue Clark commented  ·   ·  Flag as inappropriate

        Quest should be embarrassed that this was not supported years ago. At this point, they should basically just crawl under a rock of shame since it is still just "under review" in 2018.

      • Jon DeMersseman commented  ·   ·  Flag as inappropriate

        Now that we have e-mail submission implemented, it is really annoying to have to mentally parse through the way HTML mail is rendered in text. It greatly diminishes the value of e-mail submission. It will be 2018 in a couple of weeks. This is way behind the times and the tech.

      • Maarten Vlasblom commented  ·   ·  Flag as inappropriate

        Please pick this up in a coming release. When e-mails from my users are forwarded all the tables and data are really messy since it arrives in plain text.

        Would be a huge improvement!

      • David Frasca commented  ·   ·  Flag as inappropriate

        Picture attachments need to come to in the email as well. We shouldn't have to log into the helpdesk system to see a picture that someone attached to a ticket.

      • Anonymous commented  ·   ·  Flag as inappropriate

        Microsoft Outlook has provided basic support for HTML email for 20 years. You are a bit behind schedule.

      • Sarah Baker commented  ·   ·  Flag as inappropriate

        In choosing between this and other ticketing systems, lack of this feature is considered a disqualifying functional element. You lose.

      • Mark Crouse commented  ·   ·  Flag as inappropriate

        We require HTML email submissions from external partners to generate tickets. Kace Service Desk works great for our original IT help desk queue. However, the inability to receive HTML formatted emails is not acceptable. I just setup a second queue for another dept. and they still need to keep their legacy "Track-It" system for just those submissions from third party. Now they operate two systems... Sigh. No exchange transport rule, client auto forward rule or any other "work around" has resolved this. I see email arrive in exchange, see K1000 receive it, but no ticket created. We can not broadcast to each and every Third party partner to only send messages in plain text. Reviewing all other comments, this goes back to 2013.... Come on Dell and Quest!!!!

      • Thayer York commented  ·   ·  Flag as inappropriate

        We are considering switching the K1000 Service Desk from our homegrown system, but the lack of HTML support is a *huge* barrier. Like others, I don't understand how it's missing. Even if HTML formatting isn't fully rendered in the web interface, at least include the full HTML in the email notifications.

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