KACE GO Client

Quest Software, Inc.

About this app

The KACE GO app was created to provide access to the KACE SMA Appliance from any location, enabling IT professionals to remain effective from all corners of the workplace, across multiple office locations and even while on the road. Now IT administrators can review and respond to real-time service desk and monitoring notifications, examine inventory details and deploy software on-the-go. With the KACE GO app, IT administrators are freed from the traditional constraints of a keyboard and mouse, and are empowered to provide service and systems management support that is agile enough to keep up with the influx of new technology. While the primary functionality of the app is designed for IT administrators, it also allows end users to submit service desk tickets, access the Knowledge Base and check on existing ticket status using their mobile devices.

Note: this product requires the KACE SMA 10.1 or higher to operate. VPN connectivity may be required depending on your network configuration, you can use your preferred VPN solution to connect when you are not on the local network.

Capabilities for KACE SMA administrators

The KACE GO app gives KACE SMA administrators the following capabilities.
• Create, review, update, clone, delete, and resolve a service desk ticket
• Search for a ticket or a computer system
• Sort tickets by age, priority, owner, and status
• View attachments on tickets
• Attach photos to ticket comments
• Add a comment to a service desk ticket
• View ticket history
• Add comments to a ticket
• Add work entries to a ticket
• Search for Knowledge Base articles
• Include a Knowledge Base article while troubleshooting an issue
• Receive real-time alerts of ticket events through push notifications
• Set what times of day to receive push notifications
• Search and distribute active managed installations
• Search for and run scripts
• View and update ticket history and various fields
• Launch phone dialer or email client from within service desk tickets
• View detailed inventory information
• View tickets associated with a machine or asset
• View systems associated with a ticket
• Receive server monitoring alerts from the K1000
• View monitoring alert details and sort alerts
• Create service desk tickets from monitoring alerts
• Create, review, update, and delete an asset
• Scan a barcode to lookup / create a new asset

Capabilities for KACE SMA end-users
The KACE GO app gives KACE SMA end-users the following capabilities:
• Create, review, or update a service desk ticket
• Search for a previously submitted ticket
• Sort tickets by age, priority, owner, and status
• View attachments on tickets
• Attach photos to ticket comments
• Receive real-time alerts of ticket events through push notifications
• Set what times of day to receive push notifications
• Launch phone dialer or email client from within service desk tickets
• View knowledge base articles

Ratings and reviews

Update: still a peice of junk. If zero stars were an option, that's what I would give. Running Android 11 now, and I can't schedule notifications. It just shows a blank pop up screen when trying to change the hours to set the schedule. No matter what I set the hours for in recents settings, it still shows every ticket created in the last 72 hours. Also, I can't subscribe to any notifications. When I try to subscribe to notifications, I just get a blank screen with nothing to subscribe too.

It's a bit rough in places, but overall it does the job. Areas for improvement: 1) It often crashes at startup. I've sent quite a few reports over a few years from the displayed dialog. 2) When a pin is entered, there is no dialog to login, it just starts spinning. The user should be prompted with a 'Next' or 'Login' button. 3) The app is built on ICS-era SDK targets. This translates to a very old UI/UX. Please consider a roadmap for building against more modern SDK levels and dropping support for almost 10 year old phones.

Edit: Dropping a star because I guess this app just won't get fixed. Works fine when it does. Before today, I've never had a huge issue. But now it can't sign me in. Same for my other coworkers. Android or Apple devices.

What's new

Minor fixed in service desk.