Login to support.kace.com and see how many tickets you have created with thim.

In about 2 years I now have about 160 tickets, which is about 6 per month.  It is a rare event when I don't have a ticket open and there is no outstanding bug-fix that I'm waiting on.

Anyone else have this many?

djz

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3

We have had 3 or 4 that were bug related.  One for the k2000 update and the other 3 related to k1000 5.4  update.  If you are having so many I would discuss when the Dell/Kace reps make the next visit.

Answered 01/04/2013 by: SMal.tmcc
Red Belt

  • What bugs have you seen? One of my tickets is about a bug, but they can't find a solution for it.
    • The one we still have open is only 150 of our 310 smart labels show after the upgrade. The others were problems encountered during the upgrade process.
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1

I think I'm up to 8+. I was the one tasked with finding a product that does all the things that our K1 does. I did the eval for my company, and at first glance it did everything we wanted it to do. It was only after the eval that my management team got into the specifics and granular controls that we started finding problems. Having our Kbox for over a year we've learned how to leverage it effectively and I still think that it is by far the best product for the money.

Answered 04/06/2013 by: GeekSoldier
Red Belt

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1

I've got four. We've had our K1/K2 for a year now. My co-worker has around 10.

That does sound like a lot to me, what are you having issues with? Are they tickets about the system not working? Or is it related to not knowing how to do certain things. I've had to get help for patching when I first got into it, and reporting when I first got into it. But it's pretty rare that I need to send one in.

That being said our admin who set everything up left, so he may have had a lot of tickets, I don't know.

If you're having consistent problems, we had a guy from KACE come out to do a system check/follow up/additional training. Which was very helpful. You might look into that with all the problems it sound's like you're having.

Answered 01/04/2013 by: samzeeco
Tenth Degree Black Belt

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1

While I don't anticipate not ever having problems with any solution, in the last 5 years we have only opened 31 tickets.

Answered 01/04/2013 by: nshah
Red Belt

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1

I have two open.  I've opened about 6 myself in the last 2 months, but most were pretty simple fixes.

Answered 01/04/2013 by: gcarpenter
Green Belt

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0

I've got 34 Tickets and we have had our k1000 for a year.

Answered 01/07/2013 by: KOLDY
Green Belt

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0

We've had the K1000 and K2000 for almost 2 years.  I have only entered two tickets, both were fatal errors that caused the web ui to be unresponsive.  Both were handled fairly quickly.

Answered 01/09/2013 by: grayematter
Fourth Degree Black Belt

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0

That is an insane amount of tickets. We've had 4 in the last 1.5 years. What are the main issues?

Answered 01/04/2013 by: Memphis University School
Yellow Belt

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0

I would be especially interested.  Can you provide a ticket number so I can look up your company as I am a Dell KACE Technical Supoort technician.  The ticket count sounds high.

Mary

 

Answered 01/04/2013 by: KACE_Mary
Red Belt

  • Thanks Mary. See my most recent ticket: 274558.
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0

Well, for me for around 1 year past we made 37 tickets so far. Only 2 remains opened right now.

Answered 01/07/2013 by: fantomasss
Orange Senior Belt

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0

Thanks to everyone for your comments.

To those who are wondering what types of issues I have submitted...

 

  • Typically we end up sending in tickets after a major version upgrade when we find new bugs or things that have changed that are not mentioned in the release notes.  
  • We also have quite a few related to patching.  
  • A number of the ones in the past (a couple years ago) have been filed by KACE as feature requests, which are now being handled by the new uservoice forum.

I haven't been submitting as many issues myself lately since my role here has changed and I don't do as much day-to-day PC/Server maintenance.  I don't have any tickets open with KACE myself right now.  The help desk guy here might have one open at the moment, but I'm not sure.

-djz-

Answered 04/08/2013 by: zookdj
Second Degree Blue Belt

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