SMA (K1000)

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

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  1. 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@riusz

    6 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  2. 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
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  3. 6 votes
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    under review  ·  3 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  4. Block comments after "Closed" status

    We'd like the option to block the user from commenting on a closed ticket. By now, users can send comments thinking it'll reopen the ticket, but we don't receive any updates. Blocking comments on closed tickets would make the user see "This ticket is now closed. If you need support, please open a new ticket."

    6 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  5. 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 reopen

    6 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  6. Service Desk search ticket list is very slow

    Tickets list search is very, very slow

    If you enter a value in the search ticket list it takes forever until a result appears.

    Update data is only in the search list

    Setting up the archiving did nothing!

    If you enter the same value in the advanced search, it is quick

    Even if I change the ticket on the following path, the search appears instantly
    http://SMA.xyz.ch/adminui/ticket.php?ID=30001

    5 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  7. more custom data fields in user import

    We have custom reporting from the kbox database and would like more fields to be able to be imported than the stock 16. These should be listed as more custom fields.

    5 votes
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    under review  ·  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  8. Manage Active directory groups

    Wouldn't it be nice to be able to manage Active Directory groups from the K1000 service desk portal? Let's say that a user needs access to a shared folder. Instead of creating a ticket about it, Kace could handle it. Kace could for example send out a simple allow or deny mail to the user set as 'managed by' on the group.

    Other cool stuff it could include;
    * Maybe also a second approver if needed for some groups.
    * Maybe also the possibility to request to leave an AD group.
    * Allow a user's manager to request for access…

    5 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  9. Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue

    Service Desk Config. Allow non submitters and owners to View their tickets when its move to a new queue.

    5 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  10. Ticket Owner drop down shows all owners

    We find it frustrating when all of the possible owners do not show up in the list of possible owners. An option to set the display drop down size would be a welcome addition.

    5 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  11. Allow admins to change the width of the label in a support ticket, not just the fields.

    You can change the width of the fields that the user fills out, but the labels are held to a certain width which forces some labels to show up on two lines appearing very crowded and unprofessional.

    5 votes
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    under review  ·  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  12. Move a child ticket under a workflow process parent ticket

    It would be nice to have the ability to choose the parent ticket of a process when you want to assign a child ticket under it.

    For instance during change management a ticket may be created by a user that should fall under the work flow process. Currently you cannot assign this ticket as a child under the parrent ticket of the process.

    5 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  13. 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

    4 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  14. Enter a Help Desk ticket from the Kace Agent App

    Within the new feature to turn on the Kace Agent App down in the system tray (allows a user to force an inventory and display agent info) we should also add to that feature to create a help desk ticket. Right click "Create Help Desk Ticket".
    Feature reference: Page 5 on Kace System Management Appliance 9.0 Release Notes

    4 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  15. restrict submitter by label and not allow owner to submit to queue

    We have a few queues that only a member of the HR team should be able to submit to, example is Employee Termination.
    Even with using the 'Restrict submitters by label' the owners of that queue are still able to submit tickets into that queue.
    It would be beneficial if the 'Restrict submitters by label' actually restricted the submission to only those users in that label.

    4 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  16. Stalled state timer

    When a ticket is stalled there should be either a stalled state timer or two date fields for when a tickets in put on hold and taken off hold. The hardest thing to calculate with Kace is the actual ticket time

    4 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  17. Merge Tickets Accross Queues

    The new merge feature is great and works well. One feature to add on to this is the ability to merge tickets from other queues. Since all it does is archive the ticket instead of copying over an data, it should be too hard. I assume this isn't currently possible since it uses the same drop down as attaching parent or child tickets which doesn't work across queues. We also seem to have an issue where we can't merge tickets even after moving them both to the same queue if they were in a different one at some point.

    4 votes
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    0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  18. Improve documentation of Service Desk API Reference

    I get detail information of implementation Service desk API but data is not sufficient for us.
    https://support.quest.com/download/downloads?id=6089103

    use of this documentation, I can able to login through API,
    I can Able to send query through API but I am unable to create ticket through API because in that documentation, not give proper example for creating ticket.

    Like...

    For create ticket, below is API documentation.

    POST /api/service_desk/tickets

    Description
    Creates a new ticket

    Parameters
    Body
    ticketData

    Now can you give example that how can i use this API?
    I don't know what is "ticketData"

    4 votes
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    1 comment  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  19. Have the Service Desk widgets bring the actual ticket details

    Enhance the Service Desk Widgets feature by clicking on it and have it bring the actual tickets

    4 votes
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    under review  ·  0 comments  ·  Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
  20. Support Technician Time Clock, Scheduling, and Availability

    This is an idea that I have for the mobile workforce. I think it would be great if our IT department could clock in and out in K1000go as well as schedule time off. It would also be great from a managerial or dispatch perspective to see a technicians current status/availability and payroll expenses.
    Chris

    4 votes
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