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Sharay Angle

← Customer Feedback for Quest KACE

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11 results found

  1. Custom text settings based on user.

    1 vote
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle shared this idea  · 

  2. We have requests for color coding ability with the status on the service desk.

    1 vote
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle shared this idea  · 

  3. Remove approver list limit of 10 for process tickets

    6 votes
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle shared this idea  · 

  4. SLA Pausing

    54 votes
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    3 comments  ·  KACE Systems Management Appliance (SMA)  ·  Admin →
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    Sharay Angle commented  · 

    When a ticket is in a stalled state, SLAs should not be running. When the status state is changed back to an open state, SLAs should pick back up. SLAs should also not keep the original SLA when a ticket is transferred. If queue 1 has a 4 hour window but the ticket needs moved to a more advanced queue with an 8 hour window, the SLA from the 1st queue should not be the driving factor for the next queue.

    Sharay Angle supported this idea  · 

  5. Allow Service Desk End Users to view colleague's tickets

    2 votes
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle supported this idea  · 

  6. Add the ability to search active and archived tickets

    11 votes
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle supported this idea  · 

  7. Make the $ticket_summary variable available in email templates. $ticket_fields_visible returns too much info.

    43 votes
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    2 comments  ·  KACE Systems Management Appliance (SMA)  ·  Admin →
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    Sharay Angle supported this idea  · 

  8. Notify owners when another owner is in the ticket

    4 votes
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle shared this idea  · 

  9. Make Owner list in View By: menu shorter/sortable

    28 votes
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    2 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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    Sharay Angle commented  · 

    It is great to have the options but we should be able to hide the options from the admin side for ticket owners. As an admin, I know what the ticket owners need in our company and if I were able to hide the options our company does not need, that would be great.

    Sharay Angle supported this idea  · 

  10. Comments required on transfer.

    1 vote
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Service Desk  ·  Admin →
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  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?

    3 votes
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    0 comments  ·  KACE Systems Management Appliance (SMA) » Knowledge Base  ·  Admin →
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    Sharay Angle shared this idea  · 

Feedback and Knowledge Base

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