Feature Request: Actual ability to customize Request Forms
VOTE URL:
http://roadmap.manageengine.com/story.php?title=Fully_Customized_Request_Templates
(full address URL modified in order to circumvent POST MODERATION restrictions with web addresses)
SupportCenter lacks the ability to actually customize the Request Template(s). An example of this can be found in the inability to hide/deactivate the "ITEM" or "PRODUCT" fields in a request. My organization has absolutely no need to specify an "ITEM" or "PROUDCT" in any request and these fields are entirely superficial. However, while we can "Hide from Contact", there is no way to "Hide from SupportRep", which would effectively DISABLE these fields.
It seems apparent SupportCenter was written from the viewpoint of AdventNet, as a company that sells software products, needing the ability to specify WHICH "product" a request is referencing. Not all companies with IT support responsibilities sell and maintain software. The the ITEM and PRODUCT fields have no relevence in any of the following (usual) enterprise IT support requests:
1. Firewall changes
2. Spam/Email Firewall
3. New User Creation
4. User Deletion
5. Access Rights Changes
6. New PC/Laptop Setup
7. Drive/Printer Mapping
8. Internet Content Filtering
9. Anti-Virus
10. Intrusion Prevention Actions
The ability to functionally control what fields of relevance are shown to Contacts and SupportReps is required to support multiple types of IT areas, beyond companies like AdventNet that sells software.
http://roadmap.manageengine.com/story.php?title=Fully_Customized_Request_Templates
(full address URL modified in order to circumvent POST MODERATION restrictions with web addresses)
SupportCenter lacks the ability to actually customize the Request Template(s). An example of this can be found in the inability to hide/deactivate the "ITEM" or "PRODUCT" fields in a request. My organization has absolutely no need to specify an "ITEM" or "PROUDCT" in any request and these fields are entirely superficial. However, while we can "Hide from Contact", there is no way to "Hide from SupportRep", which would effectively DISABLE these fields.
It seems apparent SupportCenter was written from the viewpoint of AdventNet, as a company that sells software products, needing the ability to specify WHICH "product" a request is referencing. Not all companies with IT support responsibilities sell and maintain software. The the ITEM and PRODUCT fields have no relevence in any of the following (usual) enterprise IT support requests:
1. Firewall changes
2. Spam/Email Firewall
3. New User Creation
4. User Deletion
5. Access Rights Changes
6. New PC/Laptop Setup
7. Drive/Printer Mapping
8. Internet Content Filtering
9. Anti-Virus
10. Intrusion Prevention Actions
The ability to functionally control what fields of relevance are shown to Contacts and SupportReps is required to support multiple types of IT areas, beyond companies like AdventNet that sells software.