SMA (K1000)

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

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  1. 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 →
  2. Improved Customization for visibility of Multiple Helpdesk Queues

    Right now, we can either view All Queues, or pick a single queue. We have helpdesk queues for standard helpdesk, server change management requests, firewall change management requests, onboarding requests, and more. I don't want to see them all at once, but if I need to monitor 2 or 3 specific queues throughout the day, I don't want to have to switch between them manually, either.

    It would be great if I could create a custom view that includes multiple queues of my choice.

    8 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. Additional field for ticket closed by

    Resolver groups currently have to assign the resolved ticket to the Service Desk. It would be helpful to have a Closed by field to enable reports on the number of calls closed by a service desk agent.

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Improve the K1000's Ability to Intrepret and Preserve HTML based messages

    Currently when an HTML or Rich Text formatted email is received by the k1000, the formatting is lost and sometimes the interpreted content is unusable. It would be nice to see inbound HTML or Rich Text Messages keep the original formatting in the ticket notes.

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. Hide Prompt Box When Using VNC or RDP

    Hide Prompt Box When Using VNC or RDP, Starting with version 9.0 and up we all of a sudden get a Alert prompt box when using RDP or VNC to get to a PC in inventory. We then have to select okay on that prompt and then open the new window that's on the taskbar/background. Seems like a very unnecessary step as before the RDP window or VNC window opened right away.

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. We need the ability to delete attachments and screen shots after saving the ticket not just when creating it.

    When creating a ticket and attaching a document, you see the trash can to delete BEFORE saving the ticket. Users need the ability to delete an attached document after ticket has been saved. Same with pasting screen shots.

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. User Downloads - Restrict by Device not User

    I understand that the 'Also Restrict By Device Label' in the access control section of the user download config screen is currently mislabeled as it should be 'Restrict User Labels to Assigned Devices' but this is not helpful for our environment.

    We have a significant number of devices that are not used by a single user but are shared and would like the option to restrict the user download by device label as was previously possible.

    I would like a user to only see the download being presented to them if it is applicable to the device they are using.…

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Add a 'Modified By" column option in service desk ticket views

    Currently, there is a Modified Column in the ticket views but it only shows the date and time the ticket was modified (whether by the system or a person).

    We would like to see a 'Modified By" column that would show the name of the person that modified the ticket. If this was a system generated modification it could say system. If it was the submitter, it could list their name.

    This would be extremely helpful when reviewing our queues for updates without having to open our email and open each ticket individually to see who modified it.

    7 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. BUG: Cannot delete custom view

    There is a bug that prevents you from deleting a custom view from the service desk administrator if a single quote is in the name. This is likely due to an issue with the single quote and SQL statement. Clearly the single quote is handled on an insert, but doesn't appear to be handled properly on an update or a delete.

    7 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Office 2019 has commandeered the @symbol

    With the advent of Office 2019 and Outlook 2019, @User mentions are now a thing. @Name produces a bold hyperlink in the body of the email message

    Every time I try to enter a @status=Closed in an emailed service ticket, I am fighting the now standard @mention feature. Kace needs to either to allow use of a secondary character like "&", or replace "@" altogether.

    7 votes
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    2 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Assign ticket to multiple owners

    I would like to be able to assign a ticket to multiple owners if they are working on a project as a team.

    7 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Use Thread-Index email header field to add incoming emails as comments on existing tickets instead of creating duplicate tickets

    It would be awesome if we could choose to use the Thread-Index email header field on incoming email to reduce duplicate tickets. It happens quite often that people CC our IT ticket queue email address on email conversations, and we get a ticket for every reply-all. If the Thread-Index header field was used, then all of the reply-alls would come in as comments on the ticket created from the first email in that thread, rather than duplicate tickets.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. Change Incedent title colour when new comments are added by non owners

    When a Ticket has a new comment can we get an indicator weather a badge or something tells you weather there is a new comment. or potentially change the colour of the title

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. add work time and notes to ticket history

    Add the Work time and Notes to the ticket history, instead of having to jump back and for to reconcile the times with the history.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. Service Desk - Custom View tree building

    Most help desk users will have custom views, from the managers point of view it would be helpful to have trees of custom views in the even that there are subcategory custom views.

    6 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. merge queue

    Ability to merge one queue to another queue or in other words to combine two queues without losing ticket owner or other fields. Or the ability to move a ticket into another queue and not lose the original owner of the ticket.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Ability to create additional LDAP lookup custom fields in helpdesk

    Ability to have additional LDAP lookup fields when creating queues under the helpdesk. Currently there is the "Requestor" though this is the only field which uses LDAP to populate the name. It would be good to create more fields similar for line items like: "Same As", "Manager", etc. This would be usefull in cases when creating a new user, or if a user moves department and you need to give them access the same as another user.

    6 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. 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.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Define Holiday - Allow us to do more than one day at a time

    We are a university. We have a few weeks per year that we are closed at different times of the year. For the Define Holiday in Service Desk, it would be nice to define a week we are closed (i.e. Winter Break) instead of individual days.

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Enhanced Announcements

    Announcements could be more powerful if they supported the following:

    1) Expiration: Many announcements are focused on outage maintenance windows which end in the middle of the night. It would be great if these could be hidden automatically.
    2) Support for HTML, markup, or rich text in the body. For example, if an external vendor is having an issue, I may want to provide a link to their site for more information, or I might want to emphasize information in the announcement.
    3) Change the default announcement color. (As stated elsewhere)
    4) Post critical announcements on the login page. (As…

    6 votes
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