SMA (K1000)

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

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  1. Drop down list of categories in the knowledge base

    Pretty Simple idea - create a drop down list for the category field in the knowledge base similar to the Type field in the Asset side. This would reduce human error when creating categories, because at the current time, spelling errors can create different categories. It would allow for more structure for the knowledge base that can be defined by a KB admin instead of a user.

    150 votes
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    under review  ·  7 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  2. The Knowledge Base should have an author field

    The author is important, if clarification or modification is needed yesterday. This should be filled in automatically based on logged in user, but could be changed if needed. Say if a proxy was entering the article.

    139 votes
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    14 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  3. Customize the K1000 Knowledge Base layout

    In the K1000 Knowledge Base, it seems necessary to have the ability to customize the layout, similar to the Help Desk / Service Desk Ticketing (add columns, change column widths, change header wording, etc), and would be well used and very appreciated.

    72 votes
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    5 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  4. Knowledge base version control

    Version control would be awesome. Then knowledge base could be better used for help/instruction/rules documentation. Without versioning the changes made to documentation are not tracked and this is generally required from the quality perspective. The writer and perhaps the reviewer should also be included as a field.

    63 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  5. Adding Keywords or Tags to KB Articles

    I would like to see the addition of a Keywords or Tags details when creating Knowledge Base articles. I believe this would be beneficial to our end users if they need to search for Knowledge Base articles.

    62 votes
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    3 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  6. Knowledge base article attachments not showing up in ticket

    I created some knowledge base articles with attachments. The attachments show up fine when i look at the kb however when i attach the kb to a ticket the attachment does not show up anywhere.

    i was told by kace support to copy the link of the attachment into the kb and that half works but does not work for the mobile app.

    10 votes
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    1 comment  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  7. KB suggestions while creating ticket

    You know how when you're filling out the service request form on support.quest.com, it suggests KB articles based on keywords in your request? It would be helpful if KACE could do that, too. That way, techs could get answers handed to them while they look at a ticket, and users could potentially get answers to their questions without having to get IT involved at all.

    8 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  8. The Knowledge Base should allow some articles to be public so that a login is not required

    Some articles should be public (for example, we're a school and pupils don't have access to KACE but some articles are aimed at them too.)

    5 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  9. Create KACE Knowledge Base Collections for Different Audience

    Hello,

    I'm working on developing a Knowledge Base for IT Support Help Desk in my organization, the idea is to have end user (public) articles where the end user will be able to find solutions (self-help) and Internal IT Support collection will be for Tech. Professionals.

    My proposed idea is to be able to have two knowledge base collections by separating the two categories. I worked with ServiceNow in the past and this platform is able to create “ Knowledge Article Owning Groups” managing access by distribution list.
    This is a good practice to separate the two collections one targeting…

    4 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  10. Restrict Knowledgebase Visibility in Admin Portal Based on Label and Role

    Currently assigning a label to a knowledgebase article only hides it from the standard user portal. I would like to be able to also restrict who can view certain knowledgebase articles when logged in though the admin portal. For example, network administrators, system administrators, software developers, etc. should be allowed to place KB articles in Kace that can't be viewed by helpdesk. Currently anyone who can log into the admin portal can view all KB articles.

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  11. When searching for a knowledge base article in the help desk, when a filter is selected, can a cascading list option be added to the setup?

    When selecting a knowledge base article through the filter, can there be a cascading list option be added to the setup.

    3 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  12. Knowledge base Internal/External Segmentation

    Some knowledge base documentation is for internal support staff and some are for end-users. It would be great to have a drop down on each KB article to select which type of KB it is, whether Internal or External.

    2 votes
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  13. Ability to Create a Table of Contents

    The ability to create a table of contents based on the headers (header 1, header 2, etc) drastically helps with both organizing and navigating a longer article. This is compared to sifting through content trying to find the section you need to review. We are migrating from our MediaWiki knowledge base and this is a huge drawback.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  14. Allow the ability to import knowledge base articles via CSV.

    Allow the ability to import knowledge base articles via CSV file.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
  15. Link knowledge base articles to ticket descriptions

    My idea is to link knowledge base articles directly to ticket descriptions our customers (employees\users) submit such that, when a tech opens that ticket, the links appear as either keywords identified in the ticket description or even an actual underlined html style hot link of the word or words. When clicked, the linked knowledge base article could open in a separate window or browser tab.

    1 vote
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    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
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