Control suggestions
Before pointing out possible products shortfalls, I feel compelled to say that this is an amazing and flexible product.
Anyway, the main issue I have is with regards restrictions that should be placed on technicians. I work in a department of around 20 technicians, some of which deal with h/w issues, some network and others system bugs/enhancements and others testing changes. This product is around a 80% fit for our requirements but unfortunately doesn't provide sufficient controls to force proper process to be followed. For example a technician may carry out a bug fix and it then must go through testing prior live release (so we have a testing queue). I have looked at the business rules functionality and restrictions you can make but none seem to work for us. Therefore it would be nice to:
1. Restrict technicians to only being able to use some of the ticket status and not all
2. Restrict technicians to only some categories
3. Ideally be able to create "next step" action links on Ticket view screen instead of standard ones (eg "pass for testing" which assigns the ticket to another queue/technician and change the status to "For Testing"). These action links would effectively be a restriction on the editing a technician can carry out on a ticket.
4. Maintain a list of technicians "involved" in a fix so reports could be run based on who was involved with the fix and not just the current "owner"
5. An option to provide technicians with access to all tickets they have been involved in. Currently they have access to either all tickets, tickets in their queue(s) and/or just tickets they "own"
6. Currently tickets can only be "merged" into others, removing its original ID. It would be nice to just "link" tickets that are related but still really separate elements.
None of these requirements are a show stopper at this point in our evaluation tough :o)
Anyway, the main issue I have is with regards restrictions that should be placed on technicians. I work in a department of around 20 technicians, some of which deal with h/w issues, some network and others system bugs/enhancements and others testing changes. This product is around a 80% fit for our requirements but unfortunately doesn't provide sufficient controls to force proper process to be followed. For example a technician may carry out a bug fix and it then must go through testing prior live release (so we have a testing queue). I have looked at the business rules functionality and restrictions you can make but none seem to work for us. Therefore it would be nice to:
1. Restrict technicians to only being able to use some of the ticket status and not all
2. Restrict technicians to only some categories
3. Ideally be able to create "next step" action links on Ticket view screen instead of standard ones (eg "pass for testing" which assigns the ticket to another queue/technician and change the status to "For Testing"). These action links would effectively be a restriction on the editing a technician can carry out on a ticket.
4. Maintain a list of technicians "involved" in a fix so reports could be run based on who was involved with the fix and not just the current "owner"
5. An option to provide technicians with access to all tickets they have been involved in. Currently they have access to either all tickets, tickets in their queue(s) and/or just tickets they "own"
6. Currently tickets can only be "merged" into others, removing its original ID. It would be nice to just "link" tickets that are related but still really separate elements.
None of these requirements are a show stopper at this point in our evaluation tough :o)
