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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Ability to select multiple Category Values in Queue Customization (bulk edit)
It would be wonderful if you could select multiple category values under Queue Customization and change the Default Owner for the selected items.
7 votes -
ServiceDesk: Quick-action links that appear on the User Console
We would like to be able first to add more buttons/quick-action links that appear on the User Console home page and then modify the text that appears to these buttons. The wording is poor and confusing to our end-users.
7 votes -
Create a Kace ticket from Microsoft Teams
To provide the ability to create a Kace ticket right from MS Teams Message, similar to Tickit.
7 votes -
6 votes
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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 -
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 -
Global category list
Hi,
Would be good to have one global category list that would source queue category list simply by eg. selecting them or clicking checkbox from queue. From global category list would be good to have possibility to see all queues as columns and being able to select in one place what category should be visible in particular queue.
BR,
M@riusz6 votes -
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 -
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 -
Better Options for scheduling Ticket Rules
There should be a lot more options when it comes to scheduling all around in the K1000. Especially with Custom Ticket Rules. All there is currently is 15 minutes, hourly, daily, weekly, monthly, or on Ticket Save. I have numerous tasks that I need to setup quarterly or ever 90 days, or even yearly. We should be able to use the same scheduling anywhere within the K1000. Not sure why we can't use the custom scheduling. There are other places within Kace that can do this but not on the reports or on the custom ticket rules. Please add this…
6 votes -
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 -
New comments should reopen tickets
If you enable the "reopen ticket" rule, the submiter is no longer able to close tickets, so this is not a solution.
new comments (like replying back to the "close case" template) should cause the ticket to reopen6 votes -
Import function added in the Help Desk ticket configuration.
Import function needs to be added in the Help Desk ticket configuration. To retain historical ticket information from another system.
6 votes -
Add Ticket 'Created By' field to the ticket database to allow reporting without having to use using SQL
I was trying to create a report and a Ticket View for Tickets using the 'Created By' field but was told by Quest Support that, unfortunately, the "Created by" table cant be reached through the wizard it should be just by SQL queries.
6 votes -
queue selection layout customization
In older versions of KACE when users would click the quick link "Need Help? Report It" they would be taken to a queue selection from a drop down menu. That changed to a page that users could just click on "New Ticket..." under the help desk queue they wanted help from. I would like have the ability to customize this page with things like a description and maybe even custom logos.
I find users are sometimes just clicking on a random "New Ticket" link and submitting tickets in incorrect queues. When approached on why they are doing they claim they…
6 votes -
Outbound email address blacklist
To help avoid ticket loops it would be really useful to have an outbound only email blacklist. So emails from alert@somecompany.com are allowed to open tickets but no responses are sent.
This would really help with getting server/system alerts and notifications from 3rd party companies.
6 votes -
Remove approver list limit of 10 for process tickets
There is a limit of 10 approvers in the approver list for processes. We need to be able to add all of our leadership staff to the list.
6 votes -
Process with Approval to begin and Approval/validation on child ticket (Tasks)
Process with many fases that require approval and validation on tasks.
like: Change requests - approve to begin - task1, task2, task3 - tests - (approval of results tests) move on, task implementations, next tasks ... validations task (approval of validation) ... until to end of process.6 votes -
Show/modify Assets fields on Ticket
Able to bring assets field from asset to Show or modify data.
For example in a ticket for alocation resources (stored on Asset).
the changes need be recorded in a ticket or need a aprovall process to do that. Assign some resource to user. Alocate something to center cost. Change the Asset Status.6 votes -
Processes: ability to define at wich phase approvals are processed
When using approvals in a process, they have to be processed before any child ticket is created.
In Change Management (and quite often also request management), a change needs to be analyzed, evaluated and tested before approval is required. Some process workflows required a request to be evaluated, approved for further risk analysis and testing, then approved for implementation before the change gets implemented.
Unfortunately, as soon as an SMA process uses approvals, the status values are restricted and do not allow for using custom status values for the parent ticket values to reflect the process steps required before approval. …6 votes
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