Searching 'Time Spent' Fields (and other showstoppers)
Hi
We're currently evaluating the ServiceDesk Plus and SupportCentre Plus packages and have come across a couple of issues that I wonder someone might comment on.
First thing is the 'Time Spent' field - we would use this in the following way:
Once a request is added, the engineer would put an action in for everything he does - ie if 10 minutes was spent investigating the issue on the web, an entry of 10 mins would be put in, describing this. If the engineer then remote controls a PC to try anything he found - another entry would be entered. And another for a call he may make or recieve - and on and on until the call can be closed.
The first show stopper is the inability to search these fields - is this planned at all? Could it be included in the 'Request' search?
What would also be ideal is to have an additional field, listing the type of action on a time spent - ie 'Remote Dialin', 'Incoming Call', 'Outgoing Call', 'Investigation' etc.
Am I making sense?
The next thing is a simple renaming of the 'time to resolve' heading in each time spent action - it is very unlikely that the majority of these actions is going to be a one-liner leading to a resolution - could it be renamed to 'time on action' or something similar?
Next - can the time spent actions be date/time stamped and set so they can't be deleted unless permissions are given? It's an ideal audit trail.
Last one - can the actions be re-ordered so the last action is at the top?
We really like the look of this product but unless it offers the above features we can't really go for it so if anyone would like to comment, feel free!
Cheers, James
We're currently evaluating the ServiceDesk Plus and SupportCentre Plus packages and have come across a couple of issues that I wonder someone might comment on.
First thing is the 'Time Spent' field - we would use this in the following way:
Once a request is added, the engineer would put an action in for everything he does - ie if 10 minutes was spent investigating the issue on the web, an entry of 10 mins would be put in, describing this. If the engineer then remote controls a PC to try anything he found - another entry would be entered. And another for a call he may make or recieve - and on and on until the call can be closed.
The first show stopper is the inability to search these fields - is this planned at all? Could it be included in the 'Request' search?
What would also be ideal is to have an additional field, listing the type of action on a time spent - ie 'Remote Dialin', 'Incoming Call', 'Outgoing Call', 'Investigation' etc.
Am I making sense?
The next thing is a simple renaming of the 'time to resolve' heading in each time spent action - it is very unlikely that the majority of these actions is going to be a one-liner leading to a resolution - could it be renamed to 'time on action' or something similar?
Next - can the time spent actions be date/time stamped and set so they can't be deleted unless permissions are given? It's an ideal audit trail.
Last one - can the actions be re-ordered so the last action is at the top?
We really like the look of this product but unless it offers the above features we can't really go for it so if anyone would like to comment, feel free!
Cheers, James
