Sandi

My feedback

  1. 432 votes
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    27 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    This is something that has been needed for a very long time and is also one of the reasons our leadership is pushing me to start seriously looking for a different ticketing system

    Sandi commented  · 

    It would also be nice if it said submit instead of save. We have users that not only click on save and list and create multiple tickets but we have users who click on save and don't think the ticket has been submitted to us, they only think that it has been saved for them. Submit a ticket would be a nice feature for the person submitting the ticket and possibly keep the save and save and list options for the technicians actually working on the tickets.

    Sandi commented  · 

    Also being able to have the ability to show questions per category picked. We have a set of questions that pertain to all tickets but then we have questions that only pertain to a specific category. Some of these fields are mandatory and because you can't tie questions to categories we can't make them mandatory because the information does not pertain to all tickets. These are questions that can't be put into a drop down box they need to be text input fields.

    Sandi supported this idea  · 
  2. 11 votes
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    2 comments  ·  SMA (K1000) » Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi supported this idea  · 
    Sandi commented  · 

    The ability to undo archiving for users and assets. People do make mistakes and if a machine is archived there is no way to get it back without deleting and then the history is gone. We archive our students when they graduate but then if they come back or they are hired as full-time staff later on their name shows as archived. We can't delete archived users that are assigned to tickets because then we lose that data. I can't believe that anyone would think archiving being permanent and not having an undo method would be a good idea.

  3. 417 votes
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    17 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    I think there is enough votes that this should be considered and done. 3 years is ridiculous to wait for something like this and when it's done you should have the option of not always copying information. For example we want the info to copy when it is a process but when it's an outage we don't want the client info from the parent copying into all the child tickets. Currently using a rule to copy the parent to child but we then can't use the parent/child relationship with outages.

    Sandi commented  · 

    I agree we have created processes (work flow) to streamline the work flow and not having the parent ticket information flow to the child tickets is a pain. Since it is a workflow the user name, phone, location etc. will be the same for all of the tickets, parent and child.

  4. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi shared this idea  · 
  5. 14 votes
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    0 comments  ·  SMA (K1000) » Remote Control  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi supported this idea  · 
  6. 17 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi supported this idea  · 
    Sandi commented  · 

    I would also like to see this because we have technicians that are taking unassigned tickets that should not be going to them. I don't want to manage multiple queues just to keep someone from being able to see unassigned tickets. Create a new queue should not be the answer to segregating out tickets and views. This causes a lot of extra work on the person managing the K1000 to complete what I think is a simple task and have seen done in other ticketing systems.

  7. 1 vote
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    This would also help with our work flow processes that we have created. If there is a specific task that isn't completed I could see this with a category based SLA versus priority SLA that I have to create and be able to track what or whom is causing the bottleneck. I could also quickly run a report to show a specific category, how many tickets we had for that category and if we met or exceeded our SLA.

    Sandi shared this idea  · 
  8. 48 votes
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    4 comments  ·  SMA (K1000) » Scripting  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi supported this idea  · 
  9. 9 votes
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    1 comment  ·  SMA (K1000) » Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    If this was an option I would be able to delegate the creation of KB articles to another staff member. I know I could manually do change control but that takes so much time to meet and discuss the creation of KB articles that just being able to approve them in the ticketing system or make changes before publishing would streamline this and be more efficient.

    Sandi supported this idea  · 
  10. 33 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    This would definitely be a more efficient way and take less man hours to do this if it were all tied together. It would also keep from having to look in multiple locations if you want to see the Purchase Order, software and licenses all together.

    Sandi supported this idea  · 
  11. 59 votes
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    9 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

    Sandi supported this idea  · 
  12. 773 votes
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    15 comments  ·  SMA (K1000) » Patch Management  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi supported this idea  · 
  13. 43 votes
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    5 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    Since all our technicians are admins in the K1000 I would like to see the ability to either limit the view either by label or user. We don't use the survey because everyone can see these and it has caused problems among our student workers especially.

    Having everyone be able to see all surveys is not good for moral especially if you have a technician that has to keep dealing with the same frequent flyer client.

    Sandi supported this idea  · 
  14. 238 votes
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    8 comments  ·  SMA (K1000) » Software Compliance  ·  Flag idea as inappropriate…  ·  Admin →
    under review  ·  Dean Wade responded

    This is a great idea. We will need to first blend the software and managed install functions into the software catalog in order to do this. This is something that will take a while to implement, but certainly has our interest.

    Sandi supported this idea  · 
  15. 43 votes
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    7 comments  ·  SMA (K1000) » Reporting  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    I can't believe that they would think taking this away was a good idea. Why should you have to spend the time creating a customized SQL report just to include or exclude label names.

  16. 3 votes
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    under review  ·  2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    Right now I have other departments that are using Kbox to input their tickets and using the TSC to take their calls on new tickets and input but they want total control of assigning their tickets to the proper technicians. IT does not want outside departments to see all the tickets so that requires me to create another queue. I had to create a queue for a department of 3 people. That is really a waste of my time and there should be an easier way to do this. Tech support has told me there is no other way to do this and let them manage their own tickets.

  17. 38 votes
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    under review  ·  4 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Sandi commented  · 

    This is definitely a feature that is needed. I am trying to create a decision tree using KB articles right now so that the TSC answering the phone can open the proper tickets, assign to the proper technician and also be able to do better First Call Resolution. Using the KB to do a decision tree is very time consuming for me to create and also the technicians answering the phone to use.

    Sandi supported this idea  · 
  18. 204 votes
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    8 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →

    This is under consideration but not planned for the next release. Please continue voting if you’d like to see this feature prioritized for a future release

    Sandi commented  · 

    This is definitely a feature needed. When we created all of our categories and sub categories it took hours to put them all in the correct order. Our clients when they pick from this list want it in alphabetical order. When I create new categories/subcategories I have to immediately sit and spend the time to put these in order because we are making changes live

  19. 138 votes
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    10 comments  ·  SDA (K2000) » Feature Enhancements  ·  Flag idea as inappropriate…  ·  Admin →
    planned  ·  John Karabaic responded

    This is part of a long-term vision in the roadmap towards restoring a machine’s identity on the K1000 when rebuilt from the K2000, with incremental progress being made in each release.

    Sandi supported this idea  · 
  20. 666 votes
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    26 comments  ·  SMA (K1000) » Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
    under review  ·  Dean Wade responded

    Our thoughts on this feature are evolving. The ability to construct a floor map, plot different objects (people, printers, fire extinguisher, etc) and have links back into the asset management module are all concepts we are starting to think through. This will be a longer term deliverable but please continue providing your feedback.

    Sandi commented  · 

    This would be a great feature for our TSC so that they can see what technology is in the classroom when asked without having to physically go to the room and look or look at a static excel spread sheet that is not very current.

    Sandi supported this idea  · 
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