SMA (K1000)

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

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  1. Make Owner list in View By: menu shorter/sortable

    Our Service Desk has 100+ ticket owners, for some queues. When the Owner option is highlighted in the View By: menu, it generates a ridiculously enormous menu list. Could this be turned into a shorter scrolling list (eg http://codepen.io/larrygeams/pen/feoDc), or better yet have a search box like it has in the individual ticket view.

    28 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. Suggest adding 'Set Category To>' to action items for Service Desk queues.

    In the Service Desk under Action Items, I would like to have the ability to 'Set Category To>'. We had an issue come up where I needed the ability to change the category for over a 1000+ tickets, and the only way to manage it at this time is one at a time.

    28 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. 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.

    27 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Edit multiple tickets at once

    It would be helpful to have the functionality to edit and/or close multiple tickets at once.

    There's many times that we have multiple tickets related to the same issue. With the multi edit ability, i would be able to select tickets i want to edit from the tickets page and choose edit from the Choose Action drop down.

    Here i could add a comment, change the status and etc while effectively enabling me to close multiple tickets without have to go directly into each one.

    26 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Separation of service desk admins

    I have recently come across an issue with the help desk where it's been pushed down from the Powers That Be that the Finance Department should have a ticketing queue for people to submit invoices because a shared mailbox is not working.

    I have found, after working with a tech, that while it's possible to create the queue (obviously) you cannot restrict the admins of this finance queue from seeing the contents of the other queues, WITHOUT FULLY DISABLING THE ABILITY FOR THOSE PEOPLE TO SUBMIT ANY TICKETS.

    Would like to have some sort of separation of duties regarding queues,…

    25 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. 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
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    3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Log erased tickets

    When a ticket is deleted, the action is not log in any place. There are no history and is imposible to know what is happened with it. I can't validate this system if I can't make an audit trail with its tickets.
    It would be interesting would log what, who, when and why an ticket is deleted.

    24 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. 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.

    23 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Email ticket owners when a new ticket is created

    In the service desk queue email settings, there is a grid of checkboxes to select who is emailed for what changes. The only check boxes that are missing are the ones that send the owner an email upon ticket creation. It would be very handy to have that!

    23 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Allow filtering by queue (was removed in 6.3)

    We used to be able to exclude (or include) queues within the advanced search within the service desk. "Queue" has been removed from the filter drop down list in the last update. This would be helpful to have back as I only manage certain queues. Thank you!

    23 votes
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    under review  ·  2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Ticket modified date only update if ticket is modified

    Escalation and SLA notifications currently update the ticket modified date.

    I'd like it better if my tickets would only show as modified if they were modified.

    I currently cannot run reports showing tickets modified by staff because modified, doesn't mean modified.

    ~James

    22 votes
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    under review  ·  5 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. 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/ticketlist.php?QUEUEID=2&ORDER[]=sortDUEDATE&ORDER[]=SORTOWNERNAME

    However this stopped working once I updated from 5.4 to 5.5

    22 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Integrate K1000 with Microsoft Teams

    Integrate K1000 with Microsoft Teams to allow users to open tickets directly from Microsoft Teams and fill in necessary categories/information

    In addition the ability to create Planner tasks for Tickets in kace would be ideal

    18 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. 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_mail

    18 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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…

    17 votes
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    under review  ·  2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. 17 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. 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!

    17 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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