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KACE Systems Management Appliance 11.0 Common Documents - KACE GO 7.0 Release Notes

Privacy policy

Privacy policy

Collected information

The KACE development team collects the following information, for internal use:

Mobile device permissions

KACE GO requires access to the camera on your mobile device to support uploading image attachments to Service Desk tickets.

The Android version of KACE GO also requires the Android GET_ACCOUNTS permission which was required for Google Cloud Messaging push notifications. For Ice Cream Sandwich and newer versions of Android, this permission is no longer required for push notifications, and will be removed in a future version of KACE GO for Android.

Use of personal information

The collected data is used by the KACE development team to make product improvements. Apart from the information required by the Apple and Google push notification services, none of this information is ever shared with a third party.

If you have any questions about this policy, you can contact Support at

New features

New features

This release of the KACE Systems Management Appliance includes the following feature.

Process approvals. Starting in this release, KACE GO Administrators and end users can manage approval requests for a given process or workflow. In the Service Desk Home page, the ticket list now classifies tickets as process parents, process children, regular parent ticket, or a regular ticket.

Viewing ticket details of a process parent shows a Process Information section, with the process title, process status, and process approvals.

If the ticket is marked using the process status, the status field no longer appears.

If the user is an approver for the current approval step, an Approve or Reject button, and the current approval note appear in the Process Information section. Tapping Approve or Reject displays a dialog where the logged-in user can type in an approval note, and tap Approve or Reject. Once approved or rejected, the ticket is marked as being ready to be saved, and any other ticket updates can be done at the same time, as applicable.

Viewing ticket details of a process child also displays a Process Information section, which shows the process title. The ticket includes a process parent link, that when tapped, displays the ticket details of the parent process. No other process information is displayed for a child ticket.

Legacy ticket approvals. Support is added for legacy Service Desk ticket approvals. When a ticket is enabled for legacy approval, the Approver field appears in the Details section, under CC List. If the user is an actual approver, the Approval Status and Approval Note rows are displayed just below the Approver row. Tapping Approval Status displays a dialog box. The actual approval occurs when changes to the ticket are being saved.

If the approval status of a ticket is Approved or Rejected, approvers can long press to clear the approval status for a legacy approval. The change the ticket is saved.

Ability to see all approvals for a given user. A new quick view, My Approvals is added to KACE GO. It can be accessed through the Service Desk page and Service Desk Summary section of the Home page. The view displays a count of all open approvals assigned to the selected user. The list displays all tickets that requires approval from the user, allowing them to open each ticket and approve it.
HTML editing. KACE GO now includes an HTML editor that allows you to format the text in the ticket Summary, Resolution, and Comments fields. The editor allows you to apply common HTML tags, such as bold, italic, superscript, strikethrough, subscript, and underline text, to create unordered and numbered lists, three levels of headings, to apply text indents and change the text alignment (left justify, right justify, center paragraph).
Bulk editing improvements. On Android devices, when performing a bulk modify operation, it is now possible to search for any asset type, on any barcode tag, as long as the asset type supports barcodes.

For complete information about the features available with the KACE GO mobile app, see the Getting Started Guide.

Resolved issues

Resolved issues

The following is a list of resolved issues and product enhancements available in this release.

iOS and Android Resolved Issues

Resolved issue

Issue ID

If a queue had an owner-only field visible to users, or owner-only field hidden from users that was also marked as required, end users could create a ticket.


iOS Resolved Issues

Resolved issue

Issue ID

Crash reported while scanning the barcode of a known asset and rotating the phone while the asset details was loading.


Users could not scroll when editing a single select field with a very large number of possible values.


It was not possible to copy from or paste into a ticket custom field.


Created and Modified fields were displayed when creating a new ticket.


Unexpected behavior was reported if the user used the camera for adding an attachment to a ticket, took away camera permissions from KACE GO, and then tried to use the camera again in the app.


Ticket work items did not show all details.


There was no way to clear a single-select custom field on a ticket.


Android Resolved Issues

Resolved issue

Issue ID

Unique names were enforced for non-device assets


Long pressing a ticket custom field that supports clearing (such as asset or device), two navigation bars appeared on the screen at the same time.


Viewing ticket details, switching to the ticket work tab and back to ticket comments caused ticket comments to disappear.


When logging on to a KACE Systems Management Appliance, the Home page’s create ticket button appeared to not function for a while.


Device custom fields were truncated to a single line.


Known issues

Known issues

The following is a list of issues, including those attributed to third-party products, known to exist at the time of release.

General known issues

Known issue

Issue ID

Tickets only show a maximum of 50 comments.


Tickets always show change text in English, regardless of the locale setting of the appliance.


Adding a photo to a ticket is silently ignored if the queue does not allow images.


The first time a use you type a server name for a KACE Systems Management Appliance that has a self-signed certificate, a dialog box appears, indicating that the certificate is currently untrusted, and allows you to accept it and continue, or stop processing that server. This is expected behavior.

However, if the appliance is also configured for SAML (Security Assertion Markup Language) and you attempt to use SAML to log, a browser is shown, to perform the SAML login. At that point, the browser also reports the self-signed certificate, asking you to approve the certificate a second time.


My Tickets count is wrong for administrators. This is caused by the fact that the Service Desk API only returns owned tickets in the query, not both owned and submitted tickets, as expected.


Any ticket attachments past the fifth on a single comment are not saved correctly.


Single- or multi-select fields that have commas as part of the value are not supported. This is fixed in the KACE Systems Management Appliance version 11.0 (issue ID K1-20668). For more information, see the KACE Systems Management Appliance Release Notes.



Trying to create a ticket from an asset or device, using a queue or ticket template that does not include an asset or device field causes an error.


Android only. Bulk operation report generation is not supported.


Certain type of custom Asset fields are not fully supported in KACE GO. The following custom fields appear as read-only fields: Label, Locale, Asset-Multiple Select, Asset-Parent and Software Catalog.


Asset attachments are not supported at this time.


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