KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
327 results found
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Function to clear Service desk email queue
I've had numerous times where the K1000 has been stuck in an email fight with the mail server due to tickets being closed or modified for users that no longer exist.
I would love the ability to clear or dump the entire email queue on the K1000 to quickly clear this issue once the loop has been cleared on the mail server.
24 votes -
Ability to hide and set a default the 'approval required before close' field...
An end user should be able to select an approver without having to consider the 'approval required before close' or 'approval required before open' selection associated with the approver field.
24 votes -
Users submit tickets to only one queue but IT staff can still set them as submitters in any queue
When a user submits a ticket, we only want them to be able to be able to choose to assign to our Service Desk queue so the Service Desk can triage and assign to the correct support queues. But we also want the user's contact info to be listed as the contact for the ticket in any queue. If we remove the ability of the user to be listed as the submitter, we can limit the queue they assign their ticket to (they only see Service Desk queue), but we cannot create a ticket in any queue on their behalf…
24 votes -
22 votes
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Sort service desk tickets by multiple columns
not so much improve, more like bring back the old that used to work well
I used to be alble to sort ticket by multiple columns. ie. sort first by due date, then by ticket owner (see link below)
http://vankace/adminui/ticket_list.php?QUEUE_ID=2&ORDER[]=sort_DUE_DATE&ORDER[]=SORT_OWNER_NAMEHowever this stopped working once I updated from 5.4 to 5.5
22 votes -
Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat
Integration btw MsTeams and Service Desk, will be great if we could create a ticket directly from MsTeams Chat
21 votes -
Pop up notification that another technician has a ticket opened
One annoyance that we have had so far with Kace compared to our previuos Help Desk system (TrackIt) is that when a new ticket comes in, multiple people will start looking at it. Without any of them knowing someone else is working on it, you end up with 2 or more people contacting the same user about the same issue. It would be nice if there was some sort of pop up or something on the screen when you opened a ticket, that someone else already has it open. Something like "Joe smith is currently viewing this ticket". Then I…
21 votes -
Auto assign tickets based on a "next up" rotation/round robin rotation to eqalize tickets taken
It would work so much better for those signed into the queue to have tickets automatically assign a ticket based on a round robin type scenario or assign to those who have the least number assigned to themselves.
It would be nice to have that as an update, click a button by the admin and it happens in our queue.20 votes -
Service Desk - ticket alerts
Implement some type of alerting system when a ticket owner gets assigned a ticket, in addition to the email notification. For example a separate small window that polls every 5 minutes and flashes an alert if a new ticket is found for you or for your defined custom view.
20 votes -
Improve documentation of Service Desk API Reference
I get detail information of implementation Service desk API but data is not sufficient for us.
https://support.quest.com/download/downloads?id=6089103use of this documentation, I can able to login through API,
I can Able to send query through API but I am unable to create ticket through API because in that documentation, not give proper example for creating ticket.Like...
For create ticket, below is API documentation.
POST /api/service_desk/tickets
Description
Creates a new ticketParameters
Body
ticketDataNow can you give example that how can i use this API?
I don't know what is "ticketData"19 votes -
Add Location Asset to ticket fields
For Service Desk tickets not associated with mobile assets such as laptops, it would be helpful to have a nested location field. We have multiple campuses, multiple buildings per campus and rooms per building. Having this location ability would help in triage, dispatch, and reporting.
An example is in the forums here: http://www.appdeploy.com/messageboards/fb.asp?m=77526&key=ticket%2Clocation
18 votes -
Allow User Variable in Service Desk Custom Field Query
I'd like to query the USERFIELDVALUE table where FIELD_ID = '1' for the specific User submitting the ticket. This is just like the update query in Service Desk rules where you can specify a variable that pulls the ticket numbers from the select query, but would be for the currently logged in user (USER.ID = <USER>).
For example:
query: SELECT DISTINCT(FIELDVALUE) FROM USERFIELDVALUE WHERE FIELDID = '1' AND USER.ID = USERFIELDVALUE.USER_ID AND USER.ID = <USER>
18 votes -
Have values from custom fields be emailed on ticket creation.
It's strange that you can create custom fields for the service desk but you can't have them generated in an email using the "Service Desk Email Customization".
It would be nice if there were more 'symbols' available for the email templates. You are very limited in the criteria you can specify when emails are generated.
Right now all that is available is
$ticketescalationminutes, $ticketpriority, $ticketnumber, $tickettitle, $ticketurl, $tickethistory, $ticketsubmittername, $ticketsubmitteremail, $ticketownername, $ticketowneremail, $changedesc, $subject, $quoted_mail18 votes -
Need option to change the size of ticket field (ex: textbox, notes)
It will be more helpful if the team give us a option to edit the size of the ticket field like "textbox, notes". if needed can increase or decrease the size of field based on details(inputs) regarding the tickets.
18 votes -
Add Queue Owners check boxes to the Escalation and SLA Violation email on events function
It would be awesome if all the Queue Owners were emailed when a ticket breaks SLA or Escalation timer rules.
So if you could add Queue Owners check boxes to the Escalation and SLA Violation email on events function like it has already for New ticket on ... events that would be awesome!18 votesThank you for contributing. This idea is under consideration and will be prioritized according to votes received.
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I would like the ability to limit a user to viewing only certain queues without removing their ability to submit tickets to that queue.
Limit user access to queues without limiting their ability to submit tickets to that queue. We have 3 queues and I do not want the user of the third queue viewing the tickets in the other 2 queues (unless it is a ticket this person submitted). Thanks.
18 votes -
Hide helpdesk Queue but allow process access
We want to create special queues just for access via a process.
i.e. New user creation, where we want to use the process to create the appropriate child tickets. We can do this right now, but the users SEE the queue AND the process, and they sometimes submit work orders directly to the queue instead of through the process.This could be easily accomplished by specifying a special "character Convention" to hide a queue (i.e. enclose in brackets, prefix with asterisk, etc.)
18 votes -
Add Rule to History
Would like the ability to toggle in a specific queue ticket rule to add what was changed under the "History" tab. So where a ticket rule may change the status from "Waiting on End User" to "User Replied", the rule would not only change that flag but also a new entry under history would be added as if a technician did the change (but instead of the technician's name, say something like Rule #16 or Rule Name).
17 votes -
Full UI layout control for ticket templates
Love the option of having different ticket templates, but because the don't have the same ui/layout controls/behavior that the default layout has, they are far less usable.
For example, field width is not controllable with ticket templates, meaning that half the time I find my third-column fields at right, and half the time they are displaced by window width/zoom and end up below the other fields. In practice, this means that 100% of the time I can't rely on a field being where I expect it to be and have to hunt for it.
Another example: Because ticket templates always…
17 votes -
Change Management
Looking for a change management system within the K1000. I've found this article, but it is related to version 6 and does not include the approval system. https://www.quest.com/community/b/en/posts/5-easy-steps-to-change-management-support-with-the-k1000-service-desk
Here's a general description of what we would like to see:
A process by which tickets can be submitted and the person submitting the ticket can decide if the ticket needs an approval or not. Then if there is an approval need let the person submitting the ticket either select or type in the person who needs to be the approver. These tickets need to be retained in the same queue or…
17 votes
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