I am experiencing an critical issue with new version 6 of Kace. We recently upgraded to version 6 and our helpdesk rely heavily on custom views for it functionality. Since the upgrade when we try to create a new custom view in Helpdesk module to view tickets , the category option has "is" and "is not " option to choose the category. It looks like when developers were writing the code they forgot to add " contains" option in there. All other fields have "contains" option. I called support and they are unable to escalate the issue and completely useless at this point. 
Not sure how to go about this !!! Please HELP...!!!!

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  • You could always take advantage of the mysql access and write your own queries to create custom views. For example http://www.itninja.com/blog/view/twitter-bootstrap-for-kace-service-desk
  • This won't immediately resolve your issue but you should submit this to the KACE User Voice forum if it isn't already there. https://kace.uservoice.com/
  • I will add that there is no such thing as unable to escalate. Tell them to either have someone verify that this is an intended change or submit it as a bug. If they can do neither, I would be discussing this with their supervisor and or your sales rep. I would not however expect immediate results.
  • Having the exact same issue with My Helpdesk as well... Anybody? I have had a call open with Kace for weeks now about, not much help at all
  • Despite several folks having issues with this issue Kbox support still just wants to close this ticket, pretty disappointed Kace support just wants to move past this issue
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