JWJ
New Member
Joined 8 years ago
User Profile
User Widgets
Contributions
Re: Customer participation in Change/Release Management
I actually brought this up in a call I recived from Citrix Qualituy Assurance? The possible "solution" was to BUY a pool of 5 license keys that can be "shared" within the company. Putting aside the fact that the "solution" is still to purchase more licensees, the license is unrestricted, users can see everything a Technician can. The other problem is the release of the license key back into the pool once one person was done with it; if someone forgets to log out (actually click on log out) it holds that license to that user. Another issue is that when users that participated in this send us an email to our support mailbox, because they are setup in Service Desk, the incident is automatically assigned to them, our real IT team never sees these emails in the queue. Needless to say the requirement is still there and unresolved.3.7KViews0likes0Comments1 e-mail thread, 1 Ticket
My company has been using Service desk for a few months now, and we have ironed out alot of "issues" with the way Service Desk works. One ongoing issue we do have is how the Service Desk handles an "email conversation" (email thread) So the way we have our system setup is that you send an e-mail to SUPPORT, Service desk generates a ticket from that email. Which is fine, the problem is when that original e-mail has CC'd people or even the original sender responding to the same e-mail (same subject but might have "RE:" at the start), Service Desk creates a new ticket, which again makes sense because its a new e-mail in the SUPPORT mailbox as far as Service Desk is concerned. This naturally can created a flood of new tickets if the end user doesn't replay to the Service Desk e-mail. Ive already spoken to Citrix support about this and there is no built in feature that can do this or rules. Would be a nice feature, I know you can link tickets, but the way it links the information in the ticket is a bit messyCustom Fields on the dashboard
At any given time my IT team can have up to 20-30 tickets open. Our process is to check our general queue first then deal with our own tickets. While the dashboard keeps displays due dates, status reports and activity ect. , it lacks information such as the customer's name and other custom fields Ive created. Even in the reports i cant display the customer name, which is a bit odd. Other custom fields like office location and Region are also metrics i would generate reports on, but it seems that this is not possible.4.5KViews0likes63CommentsRe: Customer participation in Change/Release Management
Thanks for the reply Luke, the problem with the second option is that we only have 5 licensees, and at any given time the group that handles change/release management can be 3-8 people possibly more. I cant justify the expense of having so many service desk accounts inactive when there are no change/release request going on.5.8KViews0likes0CommentsShow in Portal check by default
One of the main reasons my company went to a dedicated ticketing system like service desk was to centrally manage our IT issues in a efficient and organized manner. For the most part ServiceDesk has done this. An issue I've run into is the option to "Show in Portal" for end users (customers). By default when a user creates/submits there own ticket via e-mail or portal, "Show in Portal" is checked by default. When a User (technician) creates a ticket this option is turn off by default. From what Ive seen there is no way to set this by default. The issue we run into is small but has a big impact on certain customers we just so happen to forget to check this option. Can this be a toggle under the config options?1.9KViews0likes2CommentsCustomer participation in Change/Release Management
I work in the IT department in a company of 250+ users (customers) We have a an internal policy on requesting Software implementation (Change management) or updates/patches (Release Management). The process flow we have adapted is as follows: A Change/release request comes from one of our customers. Certain key Customers are notified of the change/release request based on what it will affect, they enter there notes with any concerns. A member of the support team then approves the request and then its assigned to a tech to plan out the build. Once the build is complete and ready for testing, the customer is the one that does the testing and reports back to us. Techs update the change/release request accordingly and once testing has been completed its pushed into production. We currently have 5 Service desk accounts for our IT support team and the problem I’ve run into with regards to change/release management is that our customers cant create them, get notifications about them or even see the status. As a result we have to use workarounds like using indecent tickets to track and notify end users, which is not really efficient nor does it flow well in the execution process. This is a feature my department and I imagine others, would benefit greatly from as we currently have to use SharePoint forms to process these request.5.8KViews0likes19Comments