better front end, and AD integration
Besides SD+, I'm also evaluating a few other helpdesk management systems.
Some of the other systems have a much better front end portal for the users.
Specifically, I want to be able to allow users to browse the knowledge base, view announcements, and create new tickets without having to log in. Some portals even let users download files/patches, etc via the front end as well.
My users will rarely (if ever) have the need to check the progress of their requests (since I can have email sent to them on any ticket updates), nor do they need a task list (they have Outlook for that.. Heck, why not make SD+ work out of an Exchange public folder?)
For new ticket creation, have a spot on the web form for username, and let them pick their name via a list (like it is for a technician entering a new ticket.) This is useful to allow someone to add a request on behalf of someone else.
I don't see much use of requiring a user to log in before they can do anything. I'm trying to cut down on yet another system they need to remember usernames and passwords for. Yes, the 'remember me' checkbox helps, but we could be a little bit more sophisticated.
Secondly, if I enable AD integration, will that auto-log them in when they hit the main page? If so, that would be a big help. Needless to say, AD integration is broke w/5.00 so that needs to be fixed too.
Realistically, it's these 2 issues that's causing me to still look at other helpdesk solutions.
Some of the other systems have a much better front end portal for the users.
Specifically, I want to be able to allow users to browse the knowledge base, view announcements, and create new tickets without having to log in. Some portals even let users download files/patches, etc via the front end as well.
My users will rarely (if ever) have the need to check the progress of their requests (since I can have email sent to them on any ticket updates), nor do they need a task list (they have Outlook for that.. Heck, why not make SD+ work out of an Exchange public folder?)
For new ticket creation, have a spot on the web form for username, and let them pick their name via a list (like it is for a technician entering a new ticket.) This is useful to allow someone to add a request on behalf of someone else.
I don't see much use of requiring a user to log in before they can do anything. I'm trying to cut down on yet another system they need to remember usernames and passwords for. Yes, the 'remember me' checkbox helps, but we could be a little bit more sophisticated.
Secondly, if I enable AD integration, will that auto-log them in when they hit the main page? If so, that would be a big help. Needless to say, AD integration is broke w/5.00 so that needs to be fixed too.
Realistically, it's these 2 issues that's causing me to still look at other helpdesk solutions.
