Customer 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.
Allow Merging Incidents into a Single Incident
Many of the Incidents I receive are actually duplicates of identical incidents (although they may involve different Customers in the same Company). For example, I received several tickets on a wireless issue at a company from several Customers. Resolving the wireless issue resolved all of the tickets. Instead of having to respond and enter resolutions for all of the tickets, I would have preferred to merge the tickets into one, and make one response. I could see this being implemented several ways, perhaps the easiest of which would be to have the system create a "master" incident to which all of the "merged" tickets point. When anything is done on the "master" ticket, the action is communicated to all of the original incident tickets. When the "master" incident is closed, the child incidents would be closed as well. Optionally, the merged tickets could be replaced by a newly created single ticket (although there may be some database issues in this regard). Combined with the suggestion I made in a separate "idea," that of allowing multiple Customers to be assigned to a single incident, this would be a very powerful feature.Allow Multiple Customers to Be Assigned the Same Incident
Often (especially with service requests), the incident will directly impact more than one customer. In addition, several of our incidents involve a team at a customer location -- so that the incident needs to be distributed to all of the team members as it progresses to conclusion. I would like to see the ability to add multiple-customers (especially from the same company) to a ticket -- not just by attaching them as "Affected Items" -- but truly adding them as Customers to the ticket. In this manner, when I update the ticket or resolve the ticket, each customer would be notified of the response or resolution. In addition, if I have the restriction that customer's can only view their own tickets, then this would permit these "multiple-customer" tickets to be more widely viewed.
Can you create Microsoft Teams Intergration the same way you have a slack intergration?
We are using Microsoft Teams, and I saw that you have a Slack integration in Service Desk, through webhooks, can you create the same option for Microsoft Teams. It is almost the same intergration as slack. Teams already has a webhook option. Here is a link to Microsofts Documantation https://outlook.office.com/webhook/e3d8faab-1eb7-490b-bd57-a1e353d7d478@3ac1caef-654a-4c1c-9952-0a59...
Remove Inactive users - Change email address
How do i remove an inactive user from Service Desk? or how do i change the email address associated with a user? I have had two users that I have needed to do this on today (neither have access to the old email accounts). There needs to be an easier way to do thisCustom 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.Customize Dashboard look and feel (custom fields)
I'd like to see a global dashboard feature, where I would be able to customize the fields that are displayed in a dashboard. For example, in addition to seeing Incident/problem number, Title, assignee and a due date, I want to see one of the custom fields I created.
