Feature Enhancement Request for 'Technician’
For each
corporation, 'Technician’ feature(moudle) is their key bussiness. So, please do more enhancements for this moudle in following points:
1. Enhancement reports to graph Reports .
2. Add more Canned Reports, such as:
a. Generate reports for the waste time of every technician in all tickets with total length of the procession request, also include the helpdesk pass ticket to first line technician and the first line technician pass the ticket to second line, they want to calculate each stage waste time with every technician.
b. Generate reports for the time of every assign tickets to technician.To avoid shirk responsibility bettween technicians.Also add assign time field in request and incidents. To make technician see the first assign time.
3. Duty Form. A requester should see which technicians is leave status and which technicains is on duty. Tickets can not or should not assign or auto assign to a technician which is leave status.And if can add the day shift or night shift is better.
Note: Yes, SDP have custom report feature. But, for these key bussiness reports, every user will use it, we should add more Canned Reports like I said above. And you can save many giving SQL statement work.
1. Enhancement reports to graph Reports .
2. Add more Canned Reports, such as:
a. Generate reports for the waste time of every technician in all tickets with total length of the procession request, also include the helpdesk pass ticket to first line technician and the first line technician pass the ticket to second line, they want to calculate each stage waste time with every technician.
b. Generate reports for the time of every assign tickets to technician.To avoid shirk responsibility bettween technicians.Also add assign time field in request and incidents. To make technician see the first assign time.
3. Duty Form. A requester should see which technicians is leave status and which technicains is on duty. Tickets can not or should not assign or auto assign to a technician which is leave status.And if can add the day shift or night shift is better.
Note: Yes, SDP have custom report feature. But, for these key bussiness reports, every user will use it, we should add more Canned Reports like I said above. And you can save many giving SQL statement work.