We are on the process of testing Manage Engine MSP and has been showing be the right tool so far.

We are an IT service provider with branches over the globe having teams in different cities.

The only issue is holding this project back is the fact that we cannot specify the "Time Entry TYPE" seen on Support Centre Plus for instance (image below). Let me explain it better:

We assume that more then one engineer can work on the same request and add their own Work Logs. Perfect. Now, this engineer can be working remotely or onsite for example and we do bill our clients differently based on the type (remote or onsite). We have created an additional field called "Request Mode". However, it is based on the request, which means that we cannot have two or more engineers collaborating on-site/remote on the same request.

I was wondering if that feature can be added, or if is there a work around or any solution?

As I said, that is the only main problem we can see on the MSP and it will be critical for our decision.

Looking forward to hearing from you.

Lj Augusto