Search resolutions and notes
The one feature that I would really like to see added to ServiceDesk is to have the resolutions and notes included when performing a search of requests.
As I mentioned in a previous request before the release of version 6, the description field is usually supplied by the users themselves or from our techs after an initial contact with the user. Because of this, the description is usually very general, like "my computer/application crashed" or "I'm getting an error message".
It is generally only after the tech has actually visited the user's system that they are able to glean more information, such as the specific error code/message that is coming up, or be able to describe the exact situation in more detail. These details are what I need to be able to search, not just the initial/user's description of the problem and they are supposed to be entered into notes or the resolution, not edited into the original description.
As I mentioned in a previous request before the release of version 6, the description field is usually supplied by the users themselves or from our techs after an initial contact with the user. Because of this, the description is usually very general, like "my computer/application crashed" or "I'm getting an error message".
It is generally only after the tech has actually visited the user's system that they are able to glean more information, such as the specific error code/message that is coming up, or be able to describe the exact situation in more detail. These details are what I need to be able to search, not just the initial/user's description of the problem and they are supposed to be entered into notes or the resolution, not edited into the original description.