SMA (K1000)

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

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  1. 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.

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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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.

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  3. I finally have figured out how to allow CC'ers comments to go into the same ticket instead of creating a new one, but how can i get them to

    I finally have the CC'ers when they comment to go into the same ticket instead of creating a new ticket, but how can i get the status to change when a cc'er replies to customer responded?

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  4. Servicedesk queue dispatcher/prequalifier of the week/day

    In larger environments a dispatcher/prequalifier pulls the tickets and assigns them to servicedesk queues and agents. I would like to have the ability to set the dispatcher of the week/day, preferrably through a calendar like configuration, and a configuration option for them to recieive the new ticket notifications.

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  5. Force Adjustment Hours in Service Desk

    For each Workqueue provide an option to force our users/technicians into entering time for each ticket. I've noticed when i create custom reports, fields that report "0" in the "HDWORK.AdjustmentHours" table will not show up in a report. I would like to make sure our reports are as accurate as possible.

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  6. It would be great if the K1000 service desk could work with different time zones.

    335/5000
    It would be great if the K1000 service desk could work with different time zones. For example, use UTC and depending on the country where the client connects the browser shows the time according to the country. We have the need to use it in companies that are in two or more countries with different time zones.

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  7. Multiple Service Desk Organizations

    It would be a nice feature to have multiple service desk organizations. Our Facilities and our Security and even some of our Projects would like to have their own service desk, but act completely separate from the IT service desk, including having their own URL for each organization.

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  8. Helpful links

    It would be nice to be able to use labels with the Helpful links section. The same way they are used to show Knowledge base articles to certain people and hide other articles. We could have Helpful links for each job responsibility/label.

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  9. Email All Service Desk Users or subset based on tags

    Not everyone has an Exchange Server or GAL and it would be helpful if there was similar functionality built into Kbox. It would be very similar to the Alerts feature, but instead of "Deploy to All Machines" you would have the option to send to all users. Just like you can limit the broadcast to groups based on tags it would be nice to be able to limit the emails sent in the same way.

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    under review  ·  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Add support for Russian codepages

    It would be great to have Cyrillic codepages added to K1000. We cannot user ServiceDesk in Moscow due to problem with incoming messages.
    Encoding: KOI8-R, KOI8-U, Windows 1251, Cyrillic (ISO)

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  11. Integrate with Thycotic to create Service Desk Tickets

    Would like to have the ability to integrate Thycotic products to Kace service desk. We would like to open tickets on approvals, alerts, deny's so we can follow-up with the request automatically.

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  12. Comments required on transfer.

    When a ticket is transferred to another queue, comment should be required for the new owner as a note. We have owners transferring tickets without comments and the new owner in the new queue does not have a note to go off of for what work has been done.

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  13. ServiceDesk Queue - Ability to avoid ticket creation from specific email addresses and/or with specific word/phrase in subject

    Per Queue - Ability to avoid ticket creation from specific email addresses and/or with specific word/phrase in subject line

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  14. Please add 'MODIFIED' Column in Service Desk list of options

    Modified used to be an option. Now it is unavailable. Can we please have that added back?

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  15. In the CC section of a ticket, if you add a ; after the user, it doesn't send.

    This is more of a bug, but if your in the cc'd users section of the ticket and you want to add people. If you just type their emails in and add a semi colon after each user instead of a comma, it doesn't send emails out to them.

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  16. Servicedesk operator stand-in

    A service desk operator should have the ability to define somebody as stand-in in his absence to receive ticket notifications

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  17. Queue and template hierarchy

    I feel the current way of utilizing queues is too much of a mess from a user stand point. We have 37(!) queues that users have to look through to choose the right one for a request.

    I think Service Desk should be redesigned to clean up this clutter.

    "Queues" should be for what team actually works on the request. For example, queues for the "Dallas Help Desk" or "New York Help Desk" or "O365 Administrators."

    "Templates" should be used for actual user requests and, once filled out, they are routed automatically to the appropriate "queue."

    An example would best…

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  18. Helpdesk Queue Customization : Create permission Owners only - Read only

    Is it possible to create the permission "Owners only - Read Only" for Helpdesk Queue Customization.
    We want to create a ready only field that only can be set with a ticket rule and only visible for owners.

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  19. Display Queue name on Service Desk Email Notifications configuration page

    When editing email templates, it would be extremely helpful to have the name of the Queue listed at the top of the page. When making updates to templates in multiple queues, it's easy to forget which one you are in (for example, if you get interrupted). When that happens, you have to cancel your changes to find the queue name and then start all over again.

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  20. 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

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