SMA (K1000)

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

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  1. I would like the ability for my users to reply-all to ticket emails, without the system creating a new ticket each time

    I would like the ability for my users to reply-all to ticket emails, add folks to the email, have those folks in-turn reply-all......all the while NOT opening new tickets each time. I have looked and don't see a way to do this. Is it possible?

    10 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. fill out user satisfaction via email

    it's nice that a person can respond to kbox via emai. It would also be nice if a person could fill out their user satisfaction info via email rather than having to log in to the kbox system
    and on the kbox screen - http://support.kace.com , please put a link beside item 5- enhancement requests that links to this page.

    10 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Process with optional child tickets

    Allow selection of which child tickets will be created when creating a new parent process ticket. This would allow child tickets to be optional, either based on conditions defined in rules, or at the ticket creators discretion. For example, in a new user creation process, some users may not require an account on a specific system. It should be possible to start the process but exclude the creation of the child ticket for that task.

    10 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. "Filter on submitter assigned assets" and "Filter on submitter assigned device" during ticket creation.

    Turn this feature OFF: Auto-check the "Filter on submitter assigned assets" and "Filter on submitter assigned device" during ticket creation.

    10 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Restore or undo deleted tickets

    Ability to restore or undo deleted tickets. Keep tickets X amount of days before completely purging.

    10 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Change the color of the interface to Gray instead of white

    We went from a black interface to a too-bright white interface. There are a few people in the office with light sensitivity who HATE the new look. Gray would be far easier on the eyes. Why even mess with the cosmetics? It was fine before!!!

    9 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. Collapsible comments in tickets

    I notice that for some tickets, the list of comments can become quite lengthy, making it difficult to find what you need and difficult to scroll through. This is especially true if you start forwarding e-mails to tickets for documentation. What I'd like to see is the ability to collapse individual comments and an option to collapse all comments.

    9 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Include attachments in comment emails from Service Desk

    Currently when sending a comment to a user (submitter), any screenshots or attachments are not included or attached to the email. Obviously if sending screenshots or user guides to the user this is incredibly useful but the only option is to send the email using Outlook, defeating the purpose of the K1000 service desk.

    I see there is a token, $lastattachment, but that only inserts the text "Filename.png (00.00KB)" which is completely useless. Ideally, the solution to this would be a token such as $lastattachment_url, which provides a direct link to the file (which should not be inaccessible…

    9 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Tabbed view in comments

    I find it frustrating to have to scroll through a long list of comments in a ticket to find what I need. Often comments on a ticket are a mix of e-mails sent to tickets as well as comments entered manually directly into the ticket by users and technicians. What would be nice is a tabbed view in comments. The first tab would be technician/user comments and the second tab would be e-mail generated comments. This separation would really help me keep comments in tickets organized.

    9 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Allow Workflow Parent Ticket to become a child ticket of another parent ticket

    Allow the Parent Ticket of a Workflow to be a Child Ticket in another Parent Ticket.

    Often times, we want to use a workflow for a project, for example, a mass conversion of Windows 7 computers to Windows 10.

    Being able to use a workflow helps automate the service desk side of things while ensuring that certain criteria and procedures are followed.

    However, it gets a little messy when trying to see a larger "global" view of the conversion since you then have to hunt down every single Parent Ticket of the individual workflows.

    It would be extremely helpful to…

    9 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. pop up notifications

    At this time, the notifications section is highly dependent on emails only. The only form of communication when setting up a notification is for it to send an email when the criteria of the notification is met. There should be the option to setup cosmetic notifications to display or pop up in the appliance as well without the need for an email. For example, here's a list of suggested pop up notifications an IT Admin could configure as having enabled/disabled that would improve the flow of the service desk functionality especially if it is used heavily:


    1. update sent/update received

    2. Ticket…
    8 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Email on events for ticket creation Category CC

    Allow in the email on events section to have a field for ticket creation so you can add the ability for whatever emails is on the Category CC to receive an email when a new ticket is created. This enables you to easily set a Category CC email such as a distribution list in the helpdesk section and still have the default owner as unassigned.

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. When tickets are deleted, DELETE them. Do not archive them.

    I discovered in K1000 ver. 6 that when we delete tickets, they are actually being archived. There is already a separate feature to archive tickets. If I choose "Delete", I don't want the tickets in the Archive, either! Please make "Delete" mean DELETE. Thanks.

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Request approval for ticket

    We don't have the need for every ticket submitted to our help desk to be approved by someone but certain ones, such as requests for additional network access, should.

    I would like to see the ability to redirect a ticket for approval from a specified individual. Or, taking it a step further, create an "Approval Required" field in Queue Customization > Category Values table. If a ticket is submitted with that category value, it is automatically flagged for approval by the submitter's department head before making it to the help desk.

    8 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. Hide "Also show child history" from parent ticket

    I would like to be able to hide the option "Also show child history" from a parent ticket? Currently if you create a child ticket, the submitter of the parent ticket can see all of the comments of the child ticket by clicking on "Also show child history" in the parent ticket. Sometimes I do not want the submitter of the parent ticket to see the child tickets comments as it may contain information they do not need to see based on a fix or other comments from the support team. Ideally, what would happen is a user would submit…

    8 votes
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    under review  ·  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Service Desk: Ability to escalate tickets to additional people if still open after escalating once

    We would like the ability to have additional people get added to the CC list that receives escalation emails, but only at the second and future escalations. In other words, a ticket escalates once, and a manager is notified. If enough time elapses that the ticket escalates again, we want additional people to be notified.

    8 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Add Secondary Owner Field for Escalations

    Adding a secondary support tech field so that the original support tech/owner can add a tier 2 assignee to the same ticket and therefore will maintain visibility.

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Helpdesk Location Assignments

    Being able to assign locations to users and allowing them to see all tickets open for their location.

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Hide Pop-up notification for User Downloads

    When a user launch a Managed Install from the End User portal, there is a popup windows that states "User launched MI/FS" and a second once it's finished.

    First of all, it is not translated for other languages, which can be confusing for non-english speaking users.

    Then, there should be an option to hide this window. As it's not standard for Managed Installs, there is no reason to display it by default in this KACE.

    Furthermore, please allow the possibility to change the text displayed.
    Thanks in advance,

    Best regards,
    Marc CHOUTEAU

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Service Desk Customization - Field Type

    Allow the Field Type to be one of 'Text Box', which would afford a multiple-line text box such as the 'Resolution' field.

    8 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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