KACE Systems Management Appliance (SMA)
Please tell us how you’d like to see the KACE Systems Management Appliance product improved!
329 results found
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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 -
Project Management and Tasks/TODO's or Import from MSProject.
It would be nice if Kace could do something like this as so many ticketing softwares are doing this now.
9 votes -
Customize color of the ticket's status
For exemple :
State "Closed" then color yellow
State "Open" then color green
State "New" then color blue
Like the "Priority" setting
9 votes -
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 -
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 -
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 -
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 -
Helpdesk Location Assignments
Being able to assign locations to users and allowing them to see all tickets open for their location.
8 votes -
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 -
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:
- update sent/update received
- Ticket…
8 votes -
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 -
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 -
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 -
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 -
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 -
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 -
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 -
Ticket Queue Column and Searching
Add a column for the Queue Name for easy visibility when under "All Queues"
Also, allow advanced searching based on queue name
7 votes -
Round Robin Ticket Distribution
Auto-Distribute tickets to each user in the "Owners" group. This would solve and issue that occurs when two or more people open an unassigned ticket.
7 votes -
Allow more Conditional Field functionality in ticket templates
Right now, the only functionality based on Conditional Logic in ticket templates is whether to Show or Hide the field.
Please add the ability to set the value of the field, based on Conditional Logic. This would greatly enhance flexibility in designing ticket templates. Thank you!
7 votes
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