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Best Practices Question


Are there ways to optimize navigation of the K1000 Service Desk?

06/04/2015 1261 views
We are recently in the process of changing from Spiceworks (free) to KACE K1000 & K2000.  We are making the changed primarily for the advantages offered by KACE for deploying software and OS images to our 250 or so computers at 7 different locations.  This week I started setting up and testing the Service Desk portion of the K1000 and am greatly disappointed by what I perceive as design flaw.  I'm hoping that someone in this community has experience that can help me overcome or learn to work more efficiently with the K1000 Service Desk.

Navigating Tickets
Specifically I'd like to know if there is a way to enable "keyboard navigation".  Time spent having to grab the mouse is time wasted in my opinion.  In Spiceworks I could down arrow between tickets and have the ticket automatically open in a reading pane.  So far in K1000 the only way I've found to open tickets is by using the mouse and having to click specifically on the ticket number to open the ticket.  Move to the next ticket involves clicking on "save" or "back to ticket list" and then clicking on another ticket number.  Very clunky compared to what I'm used to.  Any techniques to make this process more efficient (process of opening and changing between tickets)?

Closing tickets
To close ticket in K1000 again I have to use the mouse, click on ticket number to view ticket details, then click on status drop down menu, then hover over "closed" and click on it.  I'm used to simply clicking a "Close" button that is available in List view, Detail view, and when adding a comment (check box option for close ticket).  In the K1000 in ticket list view I can select multiple tickets to delete or archive them but I cannot update the status of multiple tickets simultaneously.  Closing tickets in K1000 takes considerable more effort than in Spiceworks.  Anyway to make the process of closing tickets more efficient?

I'd really like to use one solution for all.  If I don't find ways to make the Service Desk more admin friendly I'm thinking about keeping Spiceworks running just for the service desk and using K1000 for "user console library" and inventory and deployments.  All thoughts and feedback are welcomed.  Thanks.

We are using K1000 version 6.3 and it is running as a physical appliance.
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0
Unfortunately there's not too much that KACE has to offer in this area. You can go to User Voice and vote or create a new request for these features.


https://kace.uservoice.com/forums/82699-k1000
Answered 06/09/2015 by: h2opolo25
Red Belt

0
One of the new advantages of the 6.4 version of the K1000 is that it now includes keyboard navigation of the ticket screen, which means you can tab around and select values from the keyboard. Wait for the release and take a look.
Answered 07/06/2015 by: Hobbsy
Red Belt

 
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