AdminKen Galvin (Product Owner, Quest KACE)

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  1. 144 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.

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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    Please try the following and let us know if this does not satisfy your request:

    If you want ALL users to access and update ANY ticket field on a certain queue, then we must make ALL users as owner to that queue.

    If you want to keep the queue owners restricted, then CC List would be your next bet. CC List users CAN add comments and attachments to the ticket.

  2. 96 votes
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    5 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.

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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    Can you tell us what Response Templates do not allow you to do.

  3. 16 votes
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    under review  ·  1 comment  ·  SMA (K1000) » Managed Install  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    We do not auto-filter per se; but we do have a View By Family which we believe accomplishes the same thing. We will keep it under review so that more people can vote if they want this.

  4. 15 votes
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    under review  ·  2 comments  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    We do not support this and it is not planned at this time. However, as a possible workaround, let the user create a ticket on the queue to which he/she has access, then the admin will move that ticket to a queue to which the user does not have access. By doing this, the user can still see his/her ticket but will not see any other ticket on that new queue. We hope that helps.

  5. 357 votes
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    18 comments  ·  SMA (K1000) » Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    We would appreciate input on what specific fields you would be interested in. Thank you in advance for your suggestions.

  6. 6 votes
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    1 comment  ·  SMA (K1000) » Service Desk  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    Just so I am clear, let me know if this scenario captures your request. There is a ticket rule that can be enabled that will automatically reopen a ticket should the enduser reply to a closed ticket email notification with something like “Hey don’t close this out, I’m still not fixed.” The ticket rule engages and then automatically changes the ticket to “reopened”.

    But let’s say that enduser said “thank you, great job” – technically we will still reopen the ticket since the rule is doing exactly what is expected. The customer wants the enduser to be able to close it out at that point and we will not allow the enduser to do so. Only the ticket owner can close it out. That is working as designed.

    If this is the case, the best option would be to just turn that rule off and not use it. You can make the Status field an “editable” field and the enduser can close this ticket out from the portal if they need to or reopen if they need to. Will that help - even temporarily? I ask because there are so many higher rated requests, that I am not confident that we can move this into a relase anytime soon.

  7. 76 votes
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    under review  ·  7 comments  ·  SMA (K1000) » Reporting  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    This was delayed but is still planned. Our apologies for the delay.

  8. 251 votes
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    under review  ·  6 comments  ·  SMA (K1000) » General Feedback  ·  Flag idea as inappropriate…  ·  Admin →
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    AdminKen Galvin (Product Owner, Quest KACE) commented  · 

    -The implementation level certification courses are available to customers, partners, and employees.
    -Currently, the implementation level certification tests are available to partners and employees and not customers.
    To learn more about the free courses available to customers, please check this out:
    https://www.itninja.com/blog/view/free-training-on-kace-products

    We will leave this request open for future consideration.

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