SD Plus Complaints/Fixes Needed
One department unit within our IT Dept has numerous complaints about SD. Some of these are unique and some have been echoed by others in the IT Dept. Our fiscal planning is coming up soon, and the IT director is seriously considering eating the price of SD+ and moving onto another product. I need to know if these concerns will be addressed in upcoming (within the next 6 - 8 mos) releases of SD to give an accurate evaluative reply to my Manager and the Director of IT.
The problematic features/requests are:
Merged Tickets
Conversations
Resolutions
Work Order Creation
Sometimes, we need to create what we refer to as a "work order" or a ticket with multiple tasks assigned to multiple technicians. There are several problems with doing this:
Work Logs
Tasks
Miscellanous
We are having a meeting Thursday morning, so having answers to these questions as soon as possible it would be very beneficial. Also, if there are work arounds available or other methods to acheive what we would like to achieve, I would be interested in hearing them.
The problematic features/requests are:
Merged Tickets
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To unmerge tickets, you have to go into each conversation and manually split each request as a new ticket.
There needs to be a mass "Unmerge all" or "Unmerge selected."
If you merge tickets, email replies and resolutions only go to the main requester on the ticket; email replies and resolution need to go to all requesters listed on the merged ticket.
Conversations
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Clicking on the conversation icon within the details of the ticket does not give you ALL conversations. Instead you have to scroll down, and select View All Conversations to each of the communications between you and the requestor (and anyone who has replied that was copied on the ticket).
The conversations link should default to ALL Conversations.
Resolutions
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If you type a resolution, depending on the field parameters chosen in the notification template, the user will receive all information regarding the resolution of the ticket (ie, steps performed, etc).
Sometimes, technicians do not wish to supply the user this information and it would be more beneficial to have both an internal (searchable, add to solution database) resolution and an external (for requestors only) resolution.
It would be nice to have the requester and ticket details available (including history, conversations, etc) when providing a resolution.
Work Order Creation
Sometimes, we need to create what we refer to as a "work order" or a ticket with multiple tasks assigned to multiple technicians. There are several problems with doing this:
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The tasks are not associated with the ticket.
There should be a link back to the original ticket or a request ID at the very least to identify the request being linked to.
There needs to be a view for tasks displayed at once by technician or request associated. Not just "your" tasks but all tasks and all technicians.
Work Logs
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Work logs are not searchable
If a ticket is reopened, the new information in a work log disappears
Tasks
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Tasks do not go away when closed/completed, they simply are crossed out.
Tasks need to go away from the home page completely.
Tasks need to note whom created/assigned the task to the technician.
Miscellanous
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Need to be able to paste a screen shot into the ticket description when creating a request.
If a note is added to a request, and the technician is emailed, the note should identify which technician added it.
We are having a meeting Thursday morning, so having answers to these questions as soon as possible it would be very beneficial. Also, if there are work arounds available or other methods to acheive what we would like to achieve, I would be interested in hearing them.