How can we improve the SMA (K1000)?

Service desk owner out of office

Add a feature that when someone is going to be out of the office, all they have to do is log into the portal and say "Out" or "In" and whenever they are auto assigned a ticket, that ticket will go to an unassigned status so all the owners of the queue see that ticket.

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Nate Arms shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

5 comments

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  • Anonymous commented  ·   ·  Flag as inappropriate

    Can we please have this feature? We require our tier 1 helpdesk members to aux in/out of their phones, having a simple one-click method of doing the same for KACE would minimize the whinging and increase compliance.

  • Anonymous commented  ·   ·  Flag as inappropriate

    Having representatives in multiple locations make it difficult to know who is in or out. Setting up an OOO for Kace would allow proper routing of tickets so our customers (end users) don't get stuck waiting for someone who is not there.

  • Schell Caradine commented  ·   ·  Flag as inappropriate

    Right Nate. KACE did not make setting OOO statuses easy. A simple In/Out or Available/Unavailable radial button would work.

  • Larry Whittaker commented  ·   ·  Flag as inappropriate

    When Kbox sent an automated message to the Owner, it took his automated Out-of-Office message as an “update”. Out of office messages are added to the ticket.

  • Jon commented  ·   ·  Flag as inappropriate

    A co worker brought this up as we were planning to bring Kace to be the new help desk, as if they are on the road and not able to do it at the moment. But then it would maybe notify the service desk analyst to send it to another employee to get done.

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