Lots of suggestions
We would like to be added to early releases, and beta testing for Service Desk Plus. Here are a few things that we are suggesting as improvements based on our experience with this and other products. 1. When replying to an incident or request, provide the option to change the status in the same screen. This will eliminate another step. 2. In the iPhone app, have a way for it to distinguish from the main screen the difference between an incident assigned to the tech, and unassigned. It’s hard to tell because it doesn’t say unassigned or the technician’s name in the main view. 3. When clicking the edit request button and adding a resolution, provide the option to add a work log at the same time. 4. After a ticket status is set to closed and an email is sent to the requestor, have a variable link that allows the requestor to re-open the ticket if it’s not fixed, bypassing the ITIL process of “resolved status”. Allowing just an email reply will generate many re-opened tickets of people just saying thank you. Link should open the ticket, notify the technician, and force the requestor to add notes. 5. When a requestor is opening a ticket, as they type in the E-Mail ID(s) to notify, auto populate the names from the requestor list like it does when a technician fills in the requestor field. 6. If the asset agent is installed on a client computer, automatically populate a field with the computer name that the incident/request is being added from.