Suggestions for the helpdesk

[LithiumKid1976]

Hi

From my own point of view, below the notes section, i think there should be a field, called "resolution" where you can enter in details of what work you did to resolve and close the call. rather then enter the resolution in the notes field?


could the software / Printers etc the lansweeper detects on the system, be populated into the helpdesk? as the users you will be calling will surly be having issues with some of the software / printers?
IE under the "root cause Category" - Installation, "Installation category" wouldn't it be better if the software that's on the pcs was listed there?

that said, i don't like the "close" option as it is. would prefer a "resolution" option as suggested above.

Finally, id like to see the ability to quickly generate reports, ie
Select closed calls, by technician, Between dates X & Y.

[LithiumKid1976]

Hi Thanks for the last reply.

2 more suggestions.
in the view where your looking at all the tickets assigned to you. it would be nice to be able to click in to the top ticket. then use an uparrow / downarrow to move through the tickets, and close them off.
rather then reading the line at your open tickets page.


the ability to forward a ticket, via email, to a user, who hasnt been part of the email conversation up until that point.
for example, user needs access to finance share, logs call with us, we then forward mail to Finance manager, who will reply to the ticket, stating wheater or not to give user access.

same if someone wants 4 new pcs, we could forward mail to Company, to quote us for Hardware etc.
Basically looking for an easy way to bring some one external into a ticket.

thanks!

[Karel_DS]

1. Resolution field
We'll discuss this with our team, but currently we don't see an immediate need for this as you can simply use an internal note to accomplish this. You could even use templates in case more specific data needs to be filled in. You could also add a custom state called 'Resolved'.

2. Software listed in custom field
We've added this to the wishlist, but can't make any promises on when this might be implemented.

3. Quickly generate reports
Also added to the wishlist. However at the moment you could try creating your own reports. Ex:

• Closed tickets: select ticketid, subject from htblticket WHERE ticketstateid = 1
  
• By technician: select htblticket.ticketid, htblticket.subject from htblticket INNER JOIN htblagents ON htblagents.agentid = htblticket.agentid
  INNER JOIN htblusers ON htblusers.userid = htblagents.userid WHERE htblusers.name LIKE '%John Doe%'
  
• Between dates: select htblticket.ticketid, htblticket.subject, htblticket.date from htblticket WHERE date BETWEEN '2016-01-01 00:00:01' AND GETDATE() ORDER BY date