New ServiceDesk Beta version
Hi,
I�m testing the new Beta version from Service desk, our company(UPC Netherlands)
needs a new management tool. Have installed the Beta version because that is the only
one with Support Service and Change request.
First impression is very good but still some things must be add/ fixed if we can use this.
I write here some questions, i hope you will answer them soon. Within the first 4 days
we will migrate from IPC support centre to a new tool but that tool is nothing like this
nice software you have.
Bug/fix
� You have a limit row in �Sub � Category�, for example we have some 100
services but when add this with insert statement you can never see more then 23 rows.
So have to manually add items in database to solve this, is it possible to adjust this?
� When is Beta version going live or can it already be used(for some 2000 users)
The requirement from UPC NL/Corporate needs more adjustments, so here some
request we need also in this program(if this is possible).
Requests
� Create link between users/technicians and there managers(extra field in Requesters)
and create new table for managers(create link between department or a cost centre)
� When you have add the item be need �Sub � Category� we want to have a field
where we can add a template info(just as in Request template). So for every
service you can add the requested information.
� When request a Service someone has to validate this request, normal this should
be a manager from the requester. Is it possible that there is in admin section button
where you can select �Send mail to manager for approval on/off)�. We need this
option for SOX control in our Company. So thinks the field with status must be
the same as used Change requests.
� Ok here a special one, when this one can be created in your tool think IT manager
will be very happy. You have a Robot function that can password reset in the active
directory, is some way possible to let Robot also to run sql scripts. We have a lot of
programs that uses sql as database, so when someone create Service for a program
the Robot can create account in database and update requester with the login
information. So username must also stored in service desk database because when
requester leaves company all accounts must be disabled(de-install script).
This is a lot of request but we have less days when we will start with that other program
who no one wants to have from IT. Please let me know what can be done from your side,
if more questions needed please contact me.
Regards,
Jelte van der Meer
UPC NL
I�m testing the new Beta version from Service desk, our company(UPC Netherlands)
needs a new management tool. Have installed the Beta version because that is the only
one with Support Service and Change request.
First impression is very good but still some things must be add/ fixed if we can use this.
I write here some questions, i hope you will answer them soon. Within the first 4 days
we will migrate from IPC support centre to a new tool but that tool is nothing like this
nice software you have.
Bug/fix
� You have a limit row in �Sub � Category�, for example we have some 100
services but when add this with insert statement you can never see more then 23 rows.
So have to manually add items in database to solve this, is it possible to adjust this?
� When is Beta version going live or can it already be used(for some 2000 users)
The requirement from UPC NL/Corporate needs more adjustments, so here some
request we need also in this program(if this is possible).
Requests
� Create link between users/technicians and there managers(extra field in Requesters)
and create new table for managers(create link between department or a cost centre)
� When you have add the item be need �Sub � Category� we want to have a field
where we can add a template info(just as in Request template). So for every
service you can add the requested information.
� When request a Service someone has to validate this request, normal this should
be a manager from the requester. Is it possible that there is in admin section button
where you can select �Send mail to manager for approval on/off)�. We need this
option for SOX control in our Company. So thinks the field with status must be
the same as used Change requests.
� Ok here a special one, when this one can be created in your tool think IT manager
will be very happy. You have a Robot function that can password reset in the active
directory, is some way possible to let Robot also to run sql scripts. We have a lot of
programs that uses sql as database, so when someone create Service for a program
the Robot can create account in database and update requester with the login
information. So username must also stored in service desk database because when
requester leaves company all accounts must be disabled(de-install script).
This is a lot of request but we have less days when we will start with that other program
who no one wants to have from IT. Please let me know what can be done from your side,
if more questions needed please contact me.
Regards,
Jelte van der Meer
UPC NL