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  1. Follow-up Functionality

    4 votes
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    7 comments  ·  General  ·  Admin →
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    Elad Shapiro commented  · 

    Matt we currently put the comment in the work notes field. How would you track how many follow-ups there were by ITIL person per day/week/month/etc.?

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    Elad Shapiro commented  · 

    Simply said customer calls and placed a service request. Call ends service request enters queue of requests. 30 minutes pass and customer calls back. Service-Desk states service request has not been assigned to anyone yet. How do we log this action so that it is reportable?

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    Elad Shapiro commented  · 

    Matt we have 1 and 2 already in place. Culturally we do follow up as IT Techs however sometimes a request is not addressed with the perceived non-existent SLA and the user calls to follow-up and get an update. We need to track the follow-up with the call as we need to marry ACD to tickets. As for paper tickets I really don't know what to say. No one uses an ACD and a paper based ticketing system.

    Elad Shapiro shared this idea  · 

  2. Allow for Outlook MSG file support

    9 votes
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    6 comments  ·  General  ·  Admin →
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    Elad Shapiro commented  · 

    The problem is not with the initial msg files but with any msg files contained within the msg file. Sometimes we get users sending us an email message within an email message which has a pdf. We can't access the msg file within the msg file so therefore we can't get to the pdf.

    Elad Shapiro supported this idea  ·