SMA (K1000)

Please tell us how you’d like to see the Systems Management Appliance product improved!

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  1. Include Knowledge Base Link when adding to a ticket

    When adding the KB article to the ticket it would be even better if the KB link was added as well. This way, when the end user could refer back to the latest version of the article.

    Or possibly, give the Service Desk tech the option to either attach the article text or the link.

    2 votes
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  2. Attach label to users upon first time authentication via LDAP

    At Settings > User Authentication > Edit Mode > Alarm Clock for "External LDAP Server Authentication" > Step 2 of 3, I would like to form a list of labels that I can apply to users when they login for the first time.

    2 votes
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  3. Allow Service Desk End Users to view colleague's tickets

    Currently it's not possible for end users to view each other's tickets. We'd like to see this option: User 1 is on holiday and user 2 wants to follow up on a ticket created by user 1. User 2 should thus be able to manage User 1's ticket as if it were his own.

    2 votes
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  4. Allow assigning a queue manager separate from the ticket owners

    We should be able to designate one or more persons as the manager of a queue, separate from assigning them to the "Owners" list. It is quite common for there to be a help desk manager who supervises the team, but does not handle tickets directly.

    Such an assigned manager should have full visibility into dashboard statistics, receive notifications of SLA violations, be able to assign/reassign or edit tickets, etc.

    2 votes
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  5. Allow customer satisfaction surveys to be sent to every "x" recipient

    Allow customer satisfaction surveys to be sent to every "x" recipient. The survey is useful but we would like to be able to subset who gets sent a request. Currently we have it switched off because some people would be spammed by the survey request. We would like to be able to specify only every so many tickets (e.g. every 5th ticket) or only send it to certain groups. I have used it well in the past with other Service Management tools

    2 votes
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  6. MS Lync

    We plan to employ MS Lync, a presence application. If KBOX help tickets could be assigned automatically based on the presence of potential owners, that would be a great help.

    2 votes
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  7. Customize After-Hours Auto Reply Message

    When a user submits a ticket after-hours, based on how the Business Hours are defined, it would be nice to have a customized message with alternate contact information for critical issues.

    2 votes
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  8. Add BCC list and allow optional to send email with true CC and BCC list functionality

    Add a BCC list and an option to send email with actual standard SMTP CC and BCC list functionality, so that recipients can see that they are not the only one being notified.

    As is, recipients often start emailing each other, because they don't know that the other concerned parties were also notified.

    1 vote
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  9. Use HTML/Markdown in order for our company logo to be included in Ticket Rule Generated Emails

    Under the Configuration email notifications, I have the opportunity to mark "Use HTML/Markdown" in order for our company logo to be included in our Support Portal's signature on outgoing emails. I created a new ticket rule for ticket creations that sends the submitter an email stating the ticket has been created, listing pertinent information, but no logo is included. I do not have the ability to mark this ticket rule produced email to use HTML/Markdown. I would like to see this added as an option.

    1 vote
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  10. Add up selected items in lists

    When selecting one or more items, change the bottom of list to show number of items selected.

    Ex: 2 of 50 items

    1 vote
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  11. digitally signed emails are not properly processed in the SMA service desk

    When a digitally signed email is sent to the SMA servicedesk, a ticket is created but the email body is lost. When a user responds to a ticket notification using a signed email , the repsonse is not processed at all. More and more customers are using signed emails, so the SMA should process them correctly

    1 vote
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  12. Change the color of the [Overdue] tag, or make it red

    Make the [Overdue] tag customizable or at least allow us to edit the color, or change it to Red.

    1 vote
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  13. 1 vote
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  14. Help Desk - Allow non admin user to duplicate a closed ticket

    With users unable to reopen closed tickets, they should at least have the ability to duplicate tickets (which references the old ticket). Using duplicate copies everything from the old ticket, even the closed status, which prevents the non-admin user from editing the custom fields on a ticket and saving it (because some fields may be required).

    1 vote
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  15. resolution response template

    Response Templates should display as they are laid out in the template configuration. See the attached snaps. For some reason, the system strings all text together instead of displaying returns/new lines.

    1 vote
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  16. Ability to sent an email from a ticket

    The SMA allows to send a ticket via email, but one can only edit the recipient. I would like to see the ability to add a comment when emailing a ticket and the ability to add the recipient to the cc list.

    1 vote
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  17. Create a Problem and link tickets to it.

    Create a Problem in the service desk that tickets can be assigned to if the underlying cause is the problem. Tickets can be automatically closed when the problem is resolved. Changes to the problem will be communicated to submitter of all linked tickets.

    1 vote
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  18. More Custimazation options for User/Owner Input Forms

    I'd like to see more customization options for the ticket layout and the user/owner input forms. Being able to add line breaks, custom sizing of different fields, and having to ability to have more than just two columns of layout fields.

    1 vote
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  19. User portal needs a facelift - Service desk

    User portal looks like Windows 98. Major turn off for our users. Should have big colorful buttons like we see everywhere in 2020. When you get to the queue selection screen it looks like an AS-400 terminal.

    1 vote
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  20. The ability to see from the admin portal what users have installed through the service portal downloads

    On the admin side, there should be a history of who and what was installed through the service desk downloads portal. When it was requested, completed, etc.

    1 vote
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