KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
327 results found
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.1 vote
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
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
Add 'My Default View' to 'View By -> My Tickets'
Please add a built-in menu selection "View By | My Tickets | My Default View", pointing to whatever view the technician has set as the default in their profile.
The Default View works fine the first time you go to the tickets page. But when you then select another view (for example "Tickets Opened Today", there are only two ways top get back to the default view: a) Search through the tree of views, or b) logout and log back in.1 vote
Add a group as ticket CC List
Be able to add a group in to the ticket CC List instead of adding people one by one, and some of the ticket issue may want to CC all the managers.1 vote
Mobile users only see assigned queues
When an end user logs into the Kace Mobile app, allow the end user to only see assigned queues. Right now, end users can see all queues that have been created, but can only submit tickets to assigned queues. On the web portal end users can only see assigned queues. Why not Mobile too?1 vote
Access to search All queues - all tickets for keywords
Would like for users with access to the adminui portal to be able to search for keywords in all teams/queues - all tickets so if you have various department groups with separate queues they can also find and tickets that are not in their queue.
This could be a feature that you have activated or not to suit different business uses.1 vote
Add a timer to tickets in the service desk that ticks down based on SLA. This will show techs which tickets need to be worked on next before a breach of SLA occurs.1 vote
Have ability to receive text messages when owner is assigned a ticket
Some of our team has asked whether is is possible to receive text messages when assigned tickets of a particular priority.
Additionally we would like functionality so that when tickets reach SLA breach a text message alert is escalated to the Owner's Manager.
I understand neither of these are options currently but would be a desired enhancement for the future1 vote
Create "x" number of tickets with separate IDs; same summary but separate submitter names
Primarily would be used to create cyclical replacement tickets for tier 2 onsite techs. I have purchased 50 of product "x" and want to easily create 50 service desk tickets with different submitters for deployment of these devices.1 vote
Allow Managers visibility of their staff tickets
Currently in the userui users can only see their own tickets. They can be cc'd into other's tickets, but not actually view the ticket content.
I'd like to be able to allow Managers (not ticket owners of a queue) visibility of the tickets that their staff have raised, so that they have an overview.
The Manager field can be synced from AD to set relationships.1 vote
Can we get a variable to show CC List in the Customize Tickets Config
Would be useful to have a variable to represent the CC List field for use in customizing response emails (ex. Like $summary or $ticket_status)1 vote
Add an option to schedule the User Satisfaction Survey
Add an option to schedule the User Satisfaction Survey instead of having it send directly after a ticket is closed. Currently having it send out after the ticket is closed, many users will get a survey before seeing a "Ticket Closed" email. For some users, this can be a little confusing. Adding a scheduling option would give administrators the option of fixing this issue and also maybe have a set date to send them out on if desired.1 vote
Service Desk Default View
Since 11.1 the service desk now defaults to 'All my tickets' which is not what we typically use. It used to stay on whatever was previously selected. Suggesting that this change be reverted to the previous way, or allow service desk users to set their default view. This is become very frustrating to re-set the view every time to manage multiple tickets. We typically use 'All not closed state' for our level 1 helpdesk1 vote
Minute intervals in the ticket work log
Right now work log time tracking is entered in 5 minute intervals. So if I spend 1 minute on a ticket, I enter 5 and get 4 minutes to myself. This causes an issue with total hours logged in a day, because of the potential to have more time logged per day on ticket than hours in a work day. This has the potential to create inflated utilization rates.1 vote
Archived user accounts vs Active user accounts as primary account.
For SMA to look for only active accounts. In my case, I work for an insurance company that uses assurance adjuster during an event. When they return the primary account that is use is the Archived account upon creating an ticket in SMA. At this point I have to reassign ticket to the active account and force delete the Archived account in order for the ticket to be under the active account. It also causes an issue with they try to send an email to SMA because SMA is does not know which account to use, saying they are not an authorized user.
For SMA to look for only active accounts. In my case, I work for an insurance company that uses assurance adjuster during an event. When they return the primary account that is use is the Archived account upon creating an ticket in SMA. At this point I have to reassign ticket to the active account and force delete the Archived account in order for the ticket to be under the active account. It also causes an issue with they try to send an email to SMA because SMA is does not know which account to use, saying they are not…1 vote
Prevent Comments on Closed Status Tickets
Please include the ability to reject comments or auto populate a response to closed tickets. We want to prevent end users from commenting on already closed tickets and to automate a response to the user notifying them that the ticket has been closed and to open a new ticket or allow the ticket owner to re-open the ticket.
If the end user is allowed to comment on an already closed ticket, there is a high probability the service desk team may not be alerted to that.1 vote
Ability to set the SLA notifications for Parent tickets, other tickets separately. (So you if you want to turn off notifications for one)
Ability to set the SLA notifications for Parent tickets, other tickets separately. (So you if you want to turn off notifications for one).
We would like the ability to turn off SLA notifications for Parent tickets while keeping them on for the children.1 vote
Built-in translation tool for Summary/Comment fields
We are using the Service Desk worldwide.
It would be great if there could be the possibility to automatically translate the text entered by the user into another language for the Summary and Comment fields.
For example DeepL (https://www.DeepL.com) could be integrated.
This would make it easier to support across different languages.1 vote
create users in ticket
Ability to manually type an email for the "submitter" of a ticket and not draw from the database of "users". Or the ability to quickly create a 'user' in the ticket. The end result of this is we want it to send our clients an email on close of the ticket. We are unable to have users create their own tickets and we are unable to import users for various reasons.1 vote
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