How can we improve the SMA (K1000)?

Ability to add Knowledge base attachments directly to child tickets in Processes

When we first started working with KACE we were able to create Processes with a Parent ticket and associate child tickets; With-in the Child tickets we were able to go back in and attach a knowledge base document or form. When the child ticket was created the tech could just select the attachment and open\save\ and print the KB.

After upgrading to 5.4 we are unable to do this?

Attaching a document makes it easy for the tech to click the attachment directly in the child ticket to open\save\ and print the knowledge base forms or attachments. This is really applies to forms, such as laptop build checklist, and property removal forms, etc... (New Hire Process, Termed Employee, etc)

We can create a link in the child ticket to the KB currently but it takes you to the KB, then you have to select the attachment, then open\print, etc. Which is a multi-step process. We had to patch the K1000 after 5.4 to gain the ability to add the body of the KB into the child ticket. But this is not printable and does not work well as a check list?

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Robert Myers shared this idea  ·   ·  Flag idea as inappropriate…  ·  Admin →

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