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. Chat Support

    To better support our end users methods of contacting us, we've introduced a chat support system. Because KACE does not currently have chat built in, we partnered with Bomgar chat, and transfer the Chat Transcript over to KACE's API which then creates a work order with the transcript. This is a dirty method with many limitations. Some of the limitations are: several fields can not be set when importing through API, i.e. categories and problem description.

    Is there any hope that KACE would create its own integrated chat support module? When you contact Quest/KACE support, they have chat capability, why…

    58 votes
    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 →
  2. Allow ServiceDesk user imports to update user information from AD

    Importing users in ServiceDesk right now, only allows to import the users only once with their info from Active Directory. If the user's extension, department, etc, changes in AD, the scheduled user import will not update that in the ServiceDesk user list. This ends up in having discrepant info on the users.

    Have tried to delete the user, and reimport, which does actually import all their update information, but loses the association of the user with the tickets they submitted, that's not even an option ...

    56 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    under review  ·  1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Helpdesk E-Mail Attachments Need to be Included As An Actual File In E-Mail (Not as link)

    This item was addressed in the thread below however the fix was only to include a link to the actual image. We need the attachments to come with the email that way when we are on the road or off our company networks we can still assist with the ticket without needing to VPN in to view the attachment. This feature is included in Spiceworks which was is a free helpdesk solution. We need this feature added ASAP.

    https://kace.uservoice.com/forums/82699-k1000/suggestions/2740776-make-screenshots-and-attachments-to-ticket-availab

    54 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    6 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. 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.

    52 votes
    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 →
  5. 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.

    51 votes
    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 →
  6. Use import/export resources for service desk categories

    I would like to be able to export/import a list of categores/sub-categories from a .csv file into the service desk ticketing configuration.

    50 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. 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.

    48 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    under review  ·  4 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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.

    47 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    under review  ·  3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Make screenshots and attachments to ticket available in notification email

    Our technicians (who are usually working remotely with no access to the helpdesk) receive an email when a new ticket comes in, however the screenshot that is usually included with the ticket is not attached to the email. We want Kbox to attach the screenshot to the ticket update email so our technicians can see what the problem is without logging into the Kbox.

    46 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    10 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. 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
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. 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
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    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.

  12. 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
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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

    36 votes
    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 →
  14. 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.

    35 votes
    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. 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
    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. 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.

    33 votes
    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 →
  17. 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.

    32 votes
    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 →
  18. 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.

    32 votes
    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 →
  19. 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.

    31 votes
    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 →
  20. Allow HTML in comments

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

    31 votes
    Vote
    Sign in
    (thinking…)
    Sign in with: Facebook Google
    Signed in as (Sign out)
    You have left! (?) (thinking…)
    6 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  • Don't see your idea?

Feedback and Knowledge Base