SMA (K1000)

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

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  1. Service Desk: Show attached emails and embedded images

    Current issue/state:

    When tickets are created via email and contain an attached mail this attachment is not shown - not even as downloadable attachment.

    Same behavior is when Images are embedded into an html mail sent to Service Desk.

    Desired functionality:

    Please allow at least a file download of the eml/mime file so the content a ticket creator is referring to isn't going to get lost.

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

    We are excited to announce that version 11.0 of the KACE Systems Management Appliance (SMA) is almost ready for the Beta/Release Candidate program. This release will contain the feature you requested. If you are interested in participating in the Beta/Release Candidate program, please send an email to the Beta Team with “Service Desk Emails” in the subject to:

    KACE_BETA@quest.com
  2. Allow the "Knowledge Base Article:" Field to be moved or hidden within the Queue to help with navigating the Ticket.

    Allow the "Knowledge Base Article:" Field to be moved or hidden within the Queue to help with navigating the Ticket.

    53 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Slack integration for Service Desk (api or RSS)

    There are several ways of doing this. See https://api.slack.com/ for more info. An alternative would also be to make user-specific RSS feeds of tickets assigned to them, with http authentication. That way you could integrate the k1000 to a lot of automation services, like IFTTT, Zapier.

    53 votes
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    under review  ·  3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Retire Old Categories That No longer Apply

    We need a way to either hide or retire old categories that are no longer relevant. We cannot delete the old categories due to historical tickets/reporting. However, there are categories which are relevant to deprecated software, hardware and processes, that no longer should appear in the Category dropdown. We do not want users or Helpdesk technician selecting these categories for new tickets.

    51 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Branching Workflows in Service Desk

    Be able to create branching workflows based off of answers made in a work flow. Example new account request may have a question do we need to order a computer, if yes create these tickets, if not then create these other tickets.

    49 votes
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    under review  ·  4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Hide Survey results from technician/owner

    Currently our technicians can see the results of satisfaction surveys. This has lead to an incident of retaliation for a low score and we fear it could happen again. Allowing only admins to view the results (controlled through a check box) would make this function much better and hopefuly lead to better/more honest feedback.

    46 votes
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    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Service Desk: Set attachment as required

    Upon using Dell Kace ticketing for job requests, attachment was not rarely used by the submitters. The Service desk must view at the real requests of the submitters.
    The settings for attachment field was not there on Customize Fields and Layouts. Please set the attachment field as required.

    42 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.

  8. Admin custom default views for service desk

    With all the included default sorting views in the new Service Desk it is getting quite crowded. It would be real nice to allow an Admin ability to set the default or allow each user to hide ones not used. Ultimately allowing Admin ability to publish a custom set of views would be most helpful. Just a lot of clutter right now.

    These are similar: https://kace.uservoice.com/forums/82699-sma-k1000/suggestions/17123722-allow-service-desk-default-views-hide

    https://kace.uservoice.com/forums/82699-sma-k1000/suggestions/6537698-create-global-custom-view-for-all-users-admins-to

    https://kace.uservoice.com/forums/82699-sma-k1000/suggestions/3095910-service-desk-custom-view-tree-building

    39 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Service Desk - Dynamic Fields

    The ability to create dynamic fields to use in the service desk would greatly improve it's usefullness

    ex: Field1 has a choice of Software or Hardware. Field2 populates its choices based on Field1. If you pick Hardware for Field1 you wouldnt have to wade through all the software problems in Field2, only related fields.

    It would increase the time required to setup the service desk but, in the long run, i think it would decrease time required/increase accuracy to put in tickets

    39 votes
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    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Timezone on ticket same as local time not server time

    For companies that use Kace in offices in multiple timezones, having all tickets follow the server timezone is pretty irritating. It would be great if all tickets reflected the time zone of origin.

    37 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Kace Purchase Order

    The ability to create and track purchase orders within the helpdesk. This can sync with the licences, and hardware making a paper trail.

    36 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Email Users users directly from the ticket while appending the email as a comment

    We all have users who ignore the notifications and are more responsive when they receive an email from an actual person.

    Currently the user's email address is listed in ticket and clicking on it opens up you local mail client (Outlook and etc).

    From there i can email the user as i typically would, but that email never makes it to the actual ticket and is never documented unless i manually copy/past it myself.

    Having the ability to click on that user's email address and email window pop up that would allow me to send that user an email (as…

    35 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Add Auto Refresh to the Service Desk Dashboard

    It would be nice to have the auto refresh feature on the dashboard so that a supervisor could setup his dashboard the way he wants it and not have to manually refresh it all the time. you could always have a nice overview of whats going on in the service desk without having to touch it.

    35 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Rich text in response templates

    Use the same rich text WYSIWYG editor for response templates as is used for the ticket comment field.

    For a long time, we used the Knowledge Base as a poor man's response template, and now that we have an actual response template feature, I don't feel any richer.

    33 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. Allow HTML in comments

    Is is possible to have the comments area HTML so that I could make certain are words bold, italic, etc.

    33 votes
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    6 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Restrict Which Queue a user can see

    We are an MSP and we have specific queues for specific clients. these queues have the clients name on them. the issue is in the client portal users can select which queue to see. while they wont be able to submit tickets to those queues ( i have them restricted with labels) they can still see those queues exist and see the names of our clients. i would like the ability to restrict a given user to only seeing the queues i want them to see.

    31 votes
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    under review  ·  2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Email Token - Including Ticket Summary

    There is a list of Tokens we can use currently for emails that go out to Service Desk users. One token we could really use is the original summary of the ticket. A workaround would be to use ticket history but that can get messy after a while.

    31 votes
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    6 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Give option to completely disable satisfaction survey.

    We would like to remove ability to completely suppress the survey email sent to users. We currently have it disabled, but the users still get email notifications.

    30 votes
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    4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Allow customization of the KACE SMA user console home page web browser tab

    When a customer clicks on the "Service Desk" link, it displays KACE Systems Management Appliance Service Center on the tab of the web browser. It would be nice if this could be customized to the organizations name instead of the product that we are using.

    29 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Add the ability to create a checklist and attach it to a ticket

    I would like the ability to set up a checklist and attach it to a ticket. This would allow me to set up a checklist that has 15 steps in it without setting up 15 separate tickets in a process. I use checklists a lot, especially when setting up new users or reloading existing machines. It would be nice to be able to check off each step in the ticket and have it saved in case you have to come back to the process. I like the way processes work, but if you have lots of steps, creating all of…

    29 votes
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    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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