We’ve been using the system for a while now, and I’ve come up with  a list of features I think would be nice to have within the system.

Probes & Discovery

·         It would be nice to show the description under Network Scan main page.  Or at least be an option to select in the table settings.

·         Same would hold true in the Windows Domain scan.

Asset System

·         Alphabetize the asset drop down list.  This is currently in a random order.  This is both under IT Assets and Software.

·         Ability to see more than one attached monitor under Workstation information. (Have it picked up during the scans.)

Changes

·         Ability to manually edit the scheduled start and end times.  Currently you can only pick from the calendar.

·         Ability for requesters to see the change calendar.

·         Ability to create re-occurring changes (similar to preventive maintenance tasks), but not incidents – changes.

·         Change templates – there is only one form.

Requests

·         Ability for requesters to close their own tickets.

·         Allow Item to be used across multiple categories.

·         Ability to edit Requester Details section.

o   Would move site to this area.

o   Possibly show mobile number or userid.

o   Link a person’s manager to this area.

·         When creating a new ticket and closing right away, give the ability to Save and Create Solution here as well.

·         When creating and closing a ticket with the caller on the phone (think FCR) give the option or ability to not email the requester.  (Why does the request need to get an email with the information when the ticket is closed right away?  Additionally, they could find the ticket under their requests.)

Service Requests            

·         Ability to edit the icon under Service Category.  This is the actual icon the people will see under most used.  And I think it would look better since you can already edit the main service category icon.

Various other enhancements

·         More options with fields on forms:

o   Ability to create related fields.  Think how Category and Sub-Category work together on the incident form.  We’d like to be able to edit forms more in this way.

o   Give the ability to create check boxes and multiple selection areas within the templates.

·         When a technician emails from within the ticket, the replies come back to the service desk. We’d rather these replies went back to the technician instead.  (Guessing this might have something to do with auto-logging?)

Training

·         I love the knowledge base you’ve created and use it daily, as well as the forum.  Thing only thing I wish there would have been with training would have been a curriculum and maybe a more specific administrative guide.

Dashboards

·         Ability to have a widget by Groups – we have technicians assigned to groups and will log tickets by that.  Some technicians are in multiple groups, so it would be great to have a widget by group.