Feature Requests after going live...

Feature Requests after going live...

We recently went live with ServiceDesk last month and thought I would compile a number of issues that have come up that have come to me as requests from technicians using it or are obstacles I have faced --some of these might already be on your product roadmap.

Business Rules - 
  • Trigger rules based on operational hours
  • Trigger rules based on ticket status
  • Make available the shared fields under Service Catalog Business Rules that are under Incident Business Rules

Change-  Make the Change Calendar View available as a Self-Service option that can be presented to specific user groups

Reports
Survey Reports - Add "Request Type" as an available field/column
Incident/Request Reports - Add Notes as a reported as a field/column

Security
Announcements - Need granular security to allow only some technicians to have posting privileges
Roles (Related to User Groups Below) - Would like to set scope of what a requester can see based on more than just department--- other AD fields like Company/Office--

Subscribe to Ticket:
I have staff who want to "follow" a ticket- Email to notify fields seems only to be effective when the ticket is created--if they want to follow it after the fact its more problematic

Approvals - 
Add Group Based for an option on stages- Where one member of a user group can approve and thus marks the ticket as Approved -- we have a number of approvals where a team of people rotate responsibility for reviews - HR or Legal but only one need to approve out of that group

I need to notify a stakeholder when a ticket is approved/denied who is not the technician or the approver - I am assuming this could be done with a custom script but a GUI option would be nice

We often need "Director" approval which is typically one level above "Manager"  - this is a programmatic thing - but some mechanism to get an automated approvals for different levels of authority would be useful. 

Field/Form
The ability to add custom fields that are pickers for existing users or technicians. we often have a technician and a business analyst assigned to development tickets-- I have to maintain a separate pick list. 

Calculated Fields - We have many fields that are designed to asses Risk on a change - I'd like to be able to calculate a risk number based on how the questions are answered to give an overall risk score

Dynamic Tasks 
Create specific tasks based on how a Field/Form Question is answered

Dashboards
Refresh
a way to customize a dashboard screen/view for a large NOC/Help Desk display would be great
personalized dashboards (per user) where they can choose the widgets they want

Zoho Reports Analytics
Ability to Customize what fields are synced - because Work Log Description is synced by default I may not be able to use it--concerns over data leakage to the cloud based on what a technician might put in that field. 

User Groups 
Ability to create User Groups based on any Requester Field -- IE I have added additional fields from AD that we import it would be great if I could leverage those to create more specific user groups than the filters of what is provided. Example we use AD fields for Department,Company,Office it would be nice to create group based on that data we import with the requester


Thanks in advance for reviewing these...


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