Nancy Cunningham

My feedback

  1. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  2. 10 votes
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    2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    It would be helpful to be able to add new child tickets into a process template that are only used in 'future' processes. For example, we occasionally need to make changes to our on-boarding processes, which requires adding or removing child tickets. The problem with adding new child tickets is that if an old/completed process is edited (for example - a comment is added), the new child ticket is automatically added into that old process.

    In addition, it would also be helpful if we were able to 'disable' a child ticket (instead of having to delete it from a process template) in case it would need to be re-enabled in the future. I have had this happen, and we had to recreate several process templates and 'retire' the old ones, which would have been unnecessary if I could have simply re-enabled that child ticket.

    Nancy Cunningham supported this idea  · 
    Nancy Cunningham commented  · 

    This option would allow some flexibility so we would not have to create as many processes. For example, technology services that need to be set up for new employees will vary based on the type of position.

  3. 1 vote
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    This also applies to the Queue Customization page. Basically, after clicking Configuration > Queues > and selecting a queue, you can no longer tell what queue you are working with (unless you can tell by the data listed on that particular page). Each page should have the name of the queue you are working with displayed at the top. Thank you!

    Nancy Cunningham shared this idea  · 
  4. 2 votes
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    2 comments  ·  SMA (K1000) » Appliance  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    Thanks for asking. No, I haven't been contacted by anyone about this issue, and it still does not work. Unassigned is not available in the drop-down list.

    Nancy Cunningham shared this idea  · 
  5. 18 votes
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    3 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    Although these fixes were not listed in the Release Notes (at least I couldn't find them): Owner boxes were added for the New Ticket via Email and New Ticket via Portal options. Also, in testing, a new ticket message went to the assigned Owner who was different from the default Owner. Removing my vote so I can use it elsewhere.

    Nancy Cunningham commented  · 

    Please add an Owner checkbox for New Ticket via Email and New Ticket via Portal, ASAP.

    Prior to SMA 9.0, the Ticket Modified template was sent to Owners upon ticket creation if 'Owner/Any Change' was checked; we have now lost that functionality. Our entire Tech group are Owners in all of our tech support queues, so we can’t use ‘All Queue Owners’.

    ALSO - the New Ticket message should go to the Owner who is assigned, even if it is different from the default Owner. Assigning an Owner who is different from the default Owner can easily occur (if someone is out of office, etc).

  6. 1 vote
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    If the option to select queue and category could also be made available when moving a ticket to a different queue, then the default Owner would not be assigned/notified unnecessarily when you wish to move the ticket to a category other than the default. It would eliminate the need to change the category and owner after moving the ticket to the queue.

    Nancy Cunningham shared this idea  · 
  7. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  8. 1 vote
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    0 comments  ·  SMA (K1000)  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  9. 22 votes
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    4 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  10. 81 votes
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    11 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

    Nancy Cunningham commented  · 

    There is now an Additional Emails field in the user record (we recently implemented versions 7 & 8). Removing my vote to use it elsewhere.

  11. 9 votes
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    2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    This appears to have been partially implemented in version 7 or 8... You can restrict users from viewing the process, but only if they are accessing KACE with the User portal. **A process that has been Restricted to specific Users by Label can still be seen by other users if they have access to the Admin portal.** Please continue development to fix this. We have several techs who use the admin portal, but we don't want them to initiate processes. Thanks!!

    Nancy Cunningham supported this idea  · 
    Nancy Cunningham shared this idea  · 
  12. 9 votes
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    4 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    Looks like this was implemented in one of the recent releases (7 or 8). Removing my vote to use it elsewhere.

  13. 65 votes
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    6 comments  ·  SMA (K1000) » Reporting  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham supported this idea  · 
  14. 1 vote
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    0 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
  15. 18 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    This would be especially useful when creating processes (for example, displaying a custom field containing the new employees name in an Onboarding Process).

    Nancy Cunningham supported this idea  · 
  16. 23 votes
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    2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    In order for this to work properly, you would probably also need to add an 'All My Queues' option in the Queue drop-down on the Tickets View. Doing this would allow the search to cover multiple queues. Right now, if an Owner does not have access to 'All Queues', they must search each queue separately. This is a major issue for our tech support front line.

    Nancy Cunningham supported this idea  · 
  17. 18 votes
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    3 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham commented  · 

    Yes - the current order shown makes no sense at all. Please alphabetize!

  18. 11 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    planned  ·  Dean Wade responded

    Over the next few releases, we will be implementing Role Based Access controls.

    Nancy Cunningham commented  · 

    Yes! We have the same problem. We have too many queues that can be viewed by users, but we can't hide them without losing the ability to assign them as submitters. Please implement soon!

    Nancy Cunningham supported this idea  · 
  19. 182 votes
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    13 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.

    Nancy Cunningham supported this idea  · 
  20. 4 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
    Nancy Cunningham shared this idea  · 
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