SMA (K1000)

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How can we improve the SMA (K1000)?

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  1. Custom ticket fields for specific Category

    I would like to see a way to create a custom field in service desk that only shows up when a user chooses a specific topic. We have a few applications that our employees use that we want specific information about when they open a ticket for that application such as the part of the application they were in when the issue occurred. This way we can run reports to see how often issues in a specific part of the software are occurring.

    I would like to see this so we can get the information we need without having unnecessary…

    432 votes
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    27 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Allow Parent tickets to pass fields to child tickets

    Allow Parent tickets to pass information to child ticktes in a process (workflow). eg, if creating a new user you would want to pass the user name, dept, phone etc from the partent ticket to other departments involved in the new user creation. Currently these have to be re-typed in each child ticket.

    408 votes
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    17 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Helpdesk - Chat and Machine Status

    If the service desk could talk to the amp connection status of machines to allow it to show if a machine is online. (Provided someone had submitted from the webui on a machine the inventory recognised) Once the helpdesk recognised that a machine was online, allow the browsing of a ticket to open a chat session with the kace client for quicker resolution of issues. Have the chat log added to the ticket upon closure of the session.

    288 votes
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    12 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  4. Add a "take this ticket" button

    I would love an option, in the help desk queue, to take a ticket without having to check the box then going to "choose action" -> "reasign to" -> and then choosing myself. A "take this ticket" button beside unassigned tickets would be wonderful.

    240 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  5. Better support for Category::Subcategories in Helpdesk

    Currently setting up categories and subcategories for helpdesk is painful, as it requires manual ordering and reordering of entries, high redundancy in entries, and is not supported under custom fields. It would be great to see UI improvements to make this task more streamlined.

    204 votes
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    8 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  6. Email - create processes

    This would allow an email to spawn a process similar to how it can spawn a ticket.

    179 votes
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    13 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  7. Allow multiple assignments to Service Desk tickets without creating child tickets

    Allow multiple assigments to one Service Desk ticket instead of having to create child tickets

    158 votes
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    10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  8. recurring tickets or tasks like outlook tasks

    good day,
    I was wondering if there is a way to create recurring tasks in K1000 e.g. dusting off shipping PC's. or remind head of departments to bring their laptops for quarterly check.
    thx -

    141 votes
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    9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  9. Allow for modification of the user survey at the end of the ticket

    I would like to be able to change what is asked for in the user survey at the end of a ticket. Instead of just asking a user how satisfied they are I may want different departments to answer different questions, such as if the problem is reoccurring or if there are any other related issues affected by this ticket.

    137 votes
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    9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  10. Allow Non-submitters to comment on a ticket

    Would love to have the ability to allow non-submitters with a stakehold to be able to comment within a ticket. Currently only Submitters can make comments on a ticket, however if you have a ticket that might have 3 individuals that might have information to add to a ticket, it would be good to be able to allow them. This would be different then a CC List, as it is also beneficial for people to receive notification but not comment.

    137 votes
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    8 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  11. Microsoft Outlook plug-ins

    Examples of Outlook plug-ins..

    • New Ticket option in Outlook for users that creates a new message in support request form with fields that will send to the Kace support request queue

    • Create a Ticket option in Outlook for techs (takes an existing email message from a user and sends it as a Kace support request) that presents a form for the tech support person that will populate in Kace

    The kind of thing I am talking about is touched on in this article from 2001(!) where some of the ticket creation work is handled once by the person…

    129 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

  12. Allow HTML markup in custom rule email results

    Please allow html markup in "Email each recipient in query results"

    It's nice that we can use it in the other emails but not having it here doesn't allow a uniform look (brand)

    111 votes
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    9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

  13. Allow separate controls for different helpdesk queues

    Allow different queues to have different users allowed to manipulate tickets. For instance, if you have a helpdesk queue, a production change control queue, and a purchasing queue, the helpdesk staff also has admin access to change control and purchasing tickets.

    108 votes
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    9 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  14. Allow 'TICK' ticket prefix to be changed

    If you've renamed 'ticket' to something else (e.g. 'request', 'service call' etc.), it would seem logical to be able to change the 'TICK' prefix assigned to a ticket.

    It would also be helpful to be able to apply a different prefix to a different helpdesk queue, or to rename 'TICK' in the event that you have multiple K1000s in production in different locations for different sets of users.

    101 votes
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    16 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  15. Allow custom views to be shared

    Allow for custom views for tickets, assets, etc. to be shared by other users. There could be global views, team views, personal views, etc.

    97 votes
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    7 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Service Desk - Parent Child tickets Accross Queues

    Allow Parent/Child Tickets to be created and managed accross multiple service desk queues without workflows. Example: When you click Save & Create Child have the ability to create the child ticket in a diffrent queue. From a problem or incident ticket to a Request ticket

    95 votes
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    3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

  17. Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Resolve details described in the following KB article:

    Digitally signed email attachments are not supported for the K1000 Service Desk (189780)

    Digitally signed email attachments sent to the K1000 Service Desk may not show up correctly in the K1000 Service Desk ticket.

    Digitally signed email attachments are not supported at this time. The K1000 only supports plain-text.
    Resolution

    89 votes
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    10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Service Desk - Add Quick Resolution Tickets

    Allow Service Desk staff to create quick resolution tickets. Choose Action -> Quick Resolution Ticket (This is above and beyond the typical Add New Ticket)
    This would be a quick customized form for tickets that wouldn't normally be tracked (ie. Username/Password resolutions on the phone.) Some of these support calls take too long to create a new ticket, save and then re-enter the ticket to add a resolution to close.

    81 votes
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    4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release.

  19. Recognize users by more than one e-mail address

    The users in the KBox should be able to be assigned multiple e-mail addresses (aliases) so that if they send a message from an alias address it assigns the correct user to the ticket instead of creating a new user.

    78 votes
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    11 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

  20. HTML Forms to capture user input

    The ability to create HTML Forms to capture user input in a controlled manner with appropriate controls and that it allows for validation.

    Something similar to InfoPath Forms but at a basic level that integrates nicely with K1000 Service Desk

    The ability to do this in a knowledge base article and in a ticket would be nice

    The submission of this form could then trigger the creation of a new ticket or trigger a ticket process and email appropriate users.

    77 votes
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    4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release, Please continue voting if you’d like to see this feature prioritized for a future release.

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