SMA (K1000)

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

  • Hot ideas
  • Top ideas
  • New ideas
  • My feedback
  1. Ideas for improvement

    We are just a month into using KACE as a full Service Management solution and there are some requirements which we have had to park because the tool doesn't handle them. Feedback includes
    - User GUI is poor (no ability to align the fields, put text or format the screen or add field level help)
    - Generate an email from a ticket directly (useful for the service Desk)
    - Pull submitter phone # into the ticket
    - Email notification for Submitter (a lot of users want an email when they log a ticket so they simply go back into the…

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Notify owners when another owner is in the ticket

    I see that there is a warning available for when you try to save your ticket and another person has already saved it because you were both in the ticket at the same time. It is very inefficient to have 2 people try to work a ticket at the same time. We need a warning that notifies the second person when they are opening the ticket that there is an owner already in the ticket. This should be based off of roles. If there are multiple owners assigned to a queue, then the system should see that there is a…

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Correct Summary field wrapping (using <pre> tag in Custom Rule email)

    Now that HTML can be used in Custom Rule emails (SMA 9.1.318), I applied the <pre> </pre> tag to the Ticket Summary field to prevent formatting from being discarded (this is recommended for a different field in the admin manual on pp. 249 & 251). Using this tag at least displays the contents of the field in a usable format in the email - in separate paragraphs, rather than all in one long string.

    However, the first line of the first paragraph wraps shorter than the rest of the field, and the lines are spaced out quite a bit. See…

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Servicedesk category default owner defined by labels instead of single user

    In the SMA serviedesk queue config, only one user can be defined as category default owner. When adding a distribution list as user and configuring it as default owner, multiple email notifications are triggered by the ownership change. I would like to see the ability to define the category default owner by label.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Use text in "Email Ticket Manually" template in "Email Ticket" subject line

    See screenshots. Text from the subject line of the Email Ticket Manually template is not included when you select Choose Action > Email Ticket. It only uses the variables.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Define size of custom fields

    When creating a custom field (e.g text) allow a length/size parameter to be set. This way a short or long text-box will be displayed upon creating the ticket.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Please create a "Reply to Submitter" button within service Desk Tickets. #TIMESAVER

    It would really save time if I could instead of having to create a new email to the user, CC'ing the KACE email and having to put RE: [TICK:12345] in the subject, if there were a simple button within the Service Desk ticket that automatically opened a reply email and updates the ticket when I send it.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Owner's Only Flag Updated to a 1 after a Bomgar Support Session Ends

    I would like to see in future versions the owner's only flag updated to a 1 after a Bomgar support session ends. Bomgar session information is being passed back to the ticket as long as there is an external key relationship between Bomgar and KACE. There is no reason an end-user should be able to see a technician's notes, etc. from a Bomgar support session. To prevent this from occurring, I would like to see the owner's only value as "1" passed back along with the other information. I have created a ticket rule to modify this value, but the…

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Ability to allow Customer to open a ticket from our External Website

    We would like external clients to be able to create a help desk ticket from our Website when they have an issue. Gather and create a report on the customers device details such as AV client, browsers, PC Firewall, Operating System, etc. for troubleshooting.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Archieved tickets' owner only comments

    Owner only comments do not show up on archived tickets. It would be nice to have a way for them to be displayed. Currently the only option is to restore the ticket.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Send desktop alerts to customers when modifications are made to a service ticket

    Send desktop alerts to customers when modifications are made to a service ticket that they submitted. You could add a link to go to the ticket so that the customer can reply. If you wanted to get really fancy you could make it so that they can reply from the desktop alert.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Create ticket after scanning barcode

    As a ticket technician, I would like to be able to scan a barcode asset, then have an option to create a ticket from that page and link that asset to that ticket.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Help Desk - Add bulk "Move to Queue" functionality

    Allow admins to select multiple tickets from a search result list and choose "Move to Queue" from Choose Action dropdown to move multiple tickets simultaneously.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Make the Installation Instructions text box be able to have empty lines between details

    In the admin part of editing the user download you can create blank lines by entering twice once a sentence is finished, then typing more information.

    Due to the current formatting limitation, the end user sees all of the text in one line, which makes it easily missed for moderate-advanced installs.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. Color Code Owner Name in queue

    We use the method of having individual owned tickets and team owned tickets via a 2nd user named after the team. It'd be nice if we could color the owners name to be able to tell the owners apart with at a glace.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Fix redundancy of Survey Label

    When changing the label on the SAT_SURVEY field, it doesn't replace the default label. I tried this in two different queues with the same results.
    See screenshot.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Option to make "Add Work" required before ticket can be closed.

    Hello. It would be nice to make the "Add Work" option as a required field before a ticket can be closed or completed. Our company is looking towards tracking how long different tasks take for IT Technician and making this a required field would make this an easy way to add up the time as well as ensure the time is being added as it is easy to forget.

    1 vote
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
1 2 9 10 11 13 Next →
  • Don't see your idea?

Feedback and Knowledge Base