V6 Demo
Tried to reply to post in announcement but could not submit so placing here.
Some thoughts from somebody still evaluating a selection of possible call management systems. (have tried demo of previous version and now of V6 http://itildemo.servicedeskplus.com/).
1) In our current system we make extensive use of parent/child calls. eg create a new (parent call) for a new PC. Child calls referencing the parent call for issue PC from stock, install new network socket, order software, etc etc. This way multiple different teams within the IT Department are carrying out parallel tasks instead of a slow, serial work flow. I was therefore very hopeful for sub-tasks in version 6. Not sure it's what I need though:
* Tasks cannot be assigned to another group, just another technician (not practical in large IT department).
* Tasks are not SLA bound (unless manually apply due date ?)
* Technicians completing tasks don't record time spent (really important to us).
I noticed in the 6 demo that can now create a new call from a reply to an e-mail. That would be much better than assigning tasks. Just needs a clearer link eg where the saved draft marker appears at the top of the page - could have PARENT CALL - See ID 4, 7, 8 opposite for the child calls - CHILD CALL- See parent ID 2. That would be really useful and facilitate improved work flow and parallel working.
2) Approval. Can't get this to work, I get a script error but would like to know if approval can be mandated for some call categories ? Much better than hoping a Helpdesk chap will remember to seek approval.
3) Solutions. I can see some are flagged with a red question mark. Is that related to approval of solutions ? Could not see where that was was invoked ?
4) Request Templates. Had assumed this was going to be different forms (with different fields) for different types of request. Looks like it's just different default values in fields. I can see this has some value for eg scripted questions eg is desktop/printer/not printing then default description could include the text "ask user to install new cartridge" But, for scripted questions would need to be able to associate the templates with the item list, otherwise the new Request list would be huge and could could also be avoided by less energetic Heldpesk staff.
5) Mandatory fields for closing a request. This is good but was hoping that would include the time spent field. Can see an "add time tick box" on the solution field. That's good. Would like to see far more of those all over the request tab to encourage accurate recording of time spent.
6) Executed time on time spent entry. I assume this is for accurate recording of SLA compliance ? If so, great.
7) Events. Is this just a quick reminder for the technician - like a quick diary ?
8) Change Management. I though this was included in this release ??? Hopefully there will be a whole new tab for this, not just another default text in the request
9) Spell check is welcome.
10) Robo Task. Intriguing and Hopefully free......
11) Dept head roll - great.
12) Ability to update user details when logging call - great. But, does this then overwritten next AD update ???
Overall, good to see the product continuing to be enhanced.
Some thoughts from somebody still evaluating a selection of possible call management systems. (have tried demo of previous version and now of V6 http://itildemo.servicedeskplus.com/).
1) In our current system we make extensive use of parent/child calls. eg create a new (parent call) for a new PC. Child calls referencing the parent call for issue PC from stock, install new network socket, order software, etc etc. This way multiple different teams within the IT Department are carrying out parallel tasks instead of a slow, serial work flow. I was therefore very hopeful for sub-tasks in version 6. Not sure it's what I need though:
* Tasks cannot be assigned to another group, just another technician (not practical in large IT department).
* Tasks are not SLA bound (unless manually apply due date ?)
* Technicians completing tasks don't record time spent (really important to us).
I noticed in the 6 demo that can now create a new call from a reply to an e-mail. That would be much better than assigning tasks. Just needs a clearer link eg where the saved draft marker appears at the top of the page - could have PARENT CALL - See ID 4, 7, 8 opposite for the child calls - CHILD CALL- See parent ID 2. That would be really useful and facilitate improved work flow and parallel working.
2) Approval. Can't get this to work, I get a script error but would like to know if approval can be mandated for some call categories ? Much better than hoping a Helpdesk chap will remember to seek approval.
3) Solutions. I can see some are flagged with a red question mark. Is that related to approval of solutions ? Could not see where that was was invoked ?
4) Request Templates. Had assumed this was going to be different forms (with different fields) for different types of request. Looks like it's just different default values in fields. I can see this has some value for eg scripted questions eg is desktop/printer/not printing then default description could include the text "ask user to install new cartridge" But, for scripted questions would need to be able to associate the templates with the item list, otherwise the new Request list would be huge and could could also be avoided by less energetic Heldpesk staff.
5) Mandatory fields for closing a request. This is good but was hoping that would include the time spent field. Can see an "add time tick box" on the solution field. That's good. Would like to see far more of those all over the request tab to encourage accurate recording of time spent.
6) Executed time on time spent entry. I assume this is for accurate recording of SLA compliance ? If so, great.
7) Events. Is this just a quick reminder for the technician - like a quick diary ?
8) Change Management. I though this was included in this release ??? Hopefully there will be a whole new tab for this, not just another default text in the request
9) Spell check is welcome.
10) Robo Task. Intriguing and Hopefully free......
11) Dept head roll - great.
12) Ability to update user details when logging call - great. But, does this then overwritten next AD update ???
Overall, good to see the product continuing to be enhanced.