How about FireFox compatibility?

My belief is that SLA reports are designed so that if an incident escalates that this incident is considered to have violated the SLA. This is not practical for us as we use escalation for notifications and re-assignment. Reporting against incidents that have violated the time to close SLA is more realistic. This gives us a good understanding of how many incidents we are closing and not closing within the required time based on the category/SLA.

How about being able to open, close, update incidents via a Blackberry?

Asset Tag number should have the ability to generate a unique number.  Useful for tagging asset that can't be scanned such as CD media, Projectors etc.

Ability to create incident from a template, as opposed to creating an incident, then applying a template.

"Create incident from Template"

How about Sharepoint Integration. Sharepoint list to display open tickets, i.e. internal clients could click on on a sharepoint list to display my open tickets.  IT could view list of tickets assigned to them etc.

Also, how about the ability to intregrate inventory collection and management with third party tools like MOM or Landesk, or altiris.

I have a bunch of custom fields on a particular Category. Some are for the end users to fill out others are for the support Reps to fill out.  I would like to set a property on a custom field that would make it not display on the end users desktop.

We have the Help Desk queue that tickets go into for them to route to the appropriate groups.  However there is no real way(other than going into each individual ticket) to see how many tickets were processed by an Agent.  Can there be a view or a log that shows that Person A routed to Person B that reports can be run from?

Some of these might have been done in v6, but:

1. Store Custom View definitions in the Database, not in an XML file. This would make it much easier for users who are running in clustered IIS environments.  Currently the XML file has to be copied to all servers in the cluster for the Custom Views to seen across the board.

2. Enhance Custom Views to allow drill down categorization.  Custom Views are currently all "flat" Views.

3. Auto scheduling of Incidents from Templates (Notes version already does this)

4. HTML enabled FAQ fields

5. New Headlines to appear automatically without having to reload the main Portal page.

A status which does not count against the SLA.

Often I have to open tickets and sometimes ordering items are required which then kills my SLA, I wish you could assign statuses that would "pause" the SLA.

It would be nice to be able to embed pictures into the problem description area of a ticket, rather than as an attachment.

For reporting purposes, we would like to be able to run a report that tells us the total average time a ticket was open within the hours of operation defined in GWI, rather than based on a 24 hour clock cycle.  I understand you can alter the SLA, but for reporting purposes it still counts hours that we are not in operation.

I posted this in the other blog before this one started, so I'll just repeat it here:

We are getting ready to use c.Support as our single inventory system.  The folks using our current system said they would like a programming check to ensure they do not accidentally enter a duplicate.  The check that they are using now is if the serial number and device type are the same, it is not allowed to insert.

It would be nice to have the work history underneath the issue description but above the Issue Resolution.  People tend to update the issue resolution with Work because it's more visible when the incident gets routed to another support rep.

I'd like to echo the FireFox comment; additionally, it would be really nice to have a report that allowed us to break down the amount of work that was performed by category (and subcategory).

Integration with a handheld/blackberry is something we are often asked for by customers.

A customer has asked for a c.Support parent/child asset relationship to be created with  warranty/maintenance information being able to be tracked for both categories of asset.

ie: being able to track monitor, desktop etc all linked together.

Would like a relationship between Groups and Skills - currently if Skill based routing is used the Support Reps Default Group is selected not the

Group/s related to the skill. Ideally, with skills based routing being used, if a categorisation is chosen then a list of associated groups is displayed, then after that, the appropriately skilled people from the selected group are shown.

Maybe this extra step in Skill based routing can be capable of being turned on or being turned off so that people that prefer the current method can keep that method intact

Recording non metric (text based) support elements in SLAs in c.Support to provide “in your face” type notification – a bit like support contracts in Domino c.Support when a text dialog box pops up as soon as a customer is selected for a ticket

Woud like to be able to have the listed people under "Others to Notify" be able to view/edit the incident just as the assigned customer has.

It would be nice to be able to process email-to-ticket requests from multipe email addresses.  For example, tickets from the Chicago field office are emailed to chicago_helpdesk@example.com and are routed to the Chicago tier 1 team.; tickets from the Seattle office are emailed to seattle_helpdesk@example.com and routed to the Seattle Tier 1 team.  Tickets that need to be escalated to the Tier 3 team in Atlanta could be routed by the Tier 1 team in that location.

Alternatively, an Active Directory lookup of a customer's location to route to the local tier 1 group could do this.

I would like to be able to link two items in the inventory system together.  For example I would like to be able to assocaite a monitor and a printer with a workstation.

A more AJAX enabled interface so the whole screen refresh is not necessary.

Some redesign of user navigation.  That pulldown, scroll down and scroll right and further based on nesting becomes quite cumbersome.

Ability to have a Dashboard interface where we can put links to our most common views with a one click option

An API or SDK to program against the database for internal custom apps.  We would like to tie our software inventory application and PO system to the C.support database information.

I would like to able to customize the view for license sessions. With the cSupport ver 5.6.2 doesn't allow to view who is in idle, it is only show what is the last login time.  Plus the "last access date" column is not user friendly because it is only displayed UTC time.

Hopefully it can be customize in version 6.0

I think you shoul dlook at putting hte Work History between the Description and the Resolution. We have tons of tickets with no work histry but a very extensive resolution.  Not the ideal

Need to have custom fields be ablr to be hidden form end users but visibal to techs

One of the biggest complaints I get is on Hierarchy Templates.

When a new employee comes on board we select a New Employee Hierarchy Template, this creates 10 tickets. In the parent ticket they type in the start date and employee’s name, this information needs to be passed down to all of the children tickets. So this requires the help desk coordinator to cut and paste all the information needed into the Description textbox for every ticket.  We just had 15 new people and having to cut and paste the info into 135 tickets can be time consuming.

It would be nice to have shared values that are viewable between the Parent Ticket and all of its Childrens Tickets.

1. ability to place EUD in a physical file location outside of webfolder/User

2. better error handling during upgrades (more information rather than a generic failure statement)

3. default for EUD is all incidents viewable for customer

4. ability to have different EUD skins per customer or not allow 1 customer to access a different EUD

support.com/custA

support.com/custB

Currently custA can still log into custB since they have GWI access.

It would be nice if the Priority actually worked when an EU chooses it instead of only the tech being able to set the priority. I have had to actually create categories under some of the more critical areas so a user could select the category which kicked off a higher priority SLA. Worst case this should be an option of allowing users to choose a priority.

Could we have resizable windows and input areas as opposed to fixed size windows. I have a big monitor but most of the fields in any form are in these little tiny windows where I have to scroll forever to find what I'm looking for. Ultimately it would be nice to be able to choose the layout of a personal tech page and save it so that it opens to that every time.

An example of this is on the Configuration screen for Incident Management - Hierarchy Templates where here you have two sets of scroll bars, one for the main window and a second for the templates window that doesn't even fit in the main page.

I am running version 5.5.0

1.) There needs to be a way for duplicating a profile. When using skill-based routing and I have to setup a new tech that has 50+ skills, it is very tedious.

2.) A lot of work is needed on skill-based routing. If a category is selected that is 5 levels deep but the only skill assigned is only 3 levels deep, the system should traverse the category tree backwards until it can find a group/rep with the needed skills. For example, if a ticket is created for requests-hardware-computer-ram but you only want to assign skills to the hardware level, the system should recognize that the skills are further up the tree instead of assigning the ticket to the default user.

3.) There is a bug in the reports section that I had Support duplicate where if you click on a value that has more than 500 objects the browser returns an error. The only way around it is to click on the "Expand" button  to display all 500.

4.) There needs to be a way to make the default fields on assets limited to a hard-coded list of items (i.e. manufacturer, model, location, etc...)

5.) There should be a field for assets that will not allow duplication; the "tag number" field would be the best choice.

6.) Heirarchical tickets are pretty much worthless since information is not propogated from the parent ticket to the child tickets. I would like to have the ability to propogate attached documents from the parent ticket.

7.) I need a way for my developers to be able to write a custom web interface that can interact with c.Support and create tickets in c.Support based on information the end-users select.

8.) I would like a way of customizing how c.Support sorts my assets.

9.) I would like to be able to split out some of my assets since different departments have access to the system. I would like to give profiles rights to their particular inventory database of interest so that the system is cleaner. The asset system needs better security and segmentation.

10.) it might be nice if we had the ability to create forms-based tickets using custom fields (drop-downs, radio buttons, etc...), much like the asset system. This would be particularly useful for new hire tickets.

11.) It needs to be easier to make certain categories default to higher priorities.

12.) It needs to be easier to setup a DNS-based URL for the EUD. Currently, ours is the IP address of the system (not very professional) and the only document I've seen on being able  to change this was very complicated, at least for me. I shouldn't be so limited, I should be able to assign any DNS name to any website and it should work.

13.) I don't know where the timeout for the rep interface is but it should be more intuitive. It should be configurable within the configurator.

Several of the Techs have expressed an interest in an option to refresh the ticket window. We have had a lot of issues with several techs working on the ticket at the same time because no one knew that another tech had the ticket open. It would be nice if there was something that could be set like a flag to indicate that the ticket was opened and cleared when it was closed. I'm not sure how to do this on a web interface but in the amount of time we have been using cSupport (a little less than a year) this issues has happened well over 100 times. This means a waste of someones time and efforts that could be better spent elsewhere if they knew the status (not to mention data being over written). A lot of times this occurs even in the first 5 minutes before someone can update the ticket and let everyone know they're working on it.

One thing that would save us a lot of work is the data in the custom fields on a hierarchy template carrying over to the tickets created from the main ticket. We spend a lot of time copying and pasting data for every ticket that is related to the hierarchy. One example would be the creation of a ticket for a new hire. The name and other pertinent information is needed for several areas for the whole hierarchy like the user account, the telephone extension related to the user and etc. Another example is the termination of an employee. The main ticket may have a departure date but they may not get updated in the ticket assigned to the user that is removing or disabling a users account. It's nice to be efficient but I've had people working on tickets and accounts before I can say that this is happening in a couple of weeks. I've trained them now to wait and expect an update which is just more work for the person managing the top level ticket.

Just like permmissions, skills should be able to be assigned at the group level.

The View: All Incidents by Status and Assignee, sorts the Assignees in descending order, all of the other views with Assignee are sorted in ascending order.

(v 6.0)

Wow! What a great list of responses! I want to thank everyone for sharing their suggestions.

A few of the suggestions are scheduled for the next release, while others are on the drawing board for future releases. You may see individual responses or additional posts from others here at GWI looking for more information, providing updates, or suggestions on how to handle your request with the current product.

Your ideas help to keep the product fresh. Keep them coming!

From the End User Desktop there needs to be a button to confirm issues.  Currently our end users are the ones that get to confirm issues and they have to type it in.

We are trying to drive everyone to c.support as the inital starting point for support issues, so that we can have some tracking as to issues.  As a university department, we also provide AV equipment to the community.  It would be great if there were a scheduling module that would go along with the help ticket system which would allow our end users to self-reserve/request equipment from a defined pool of available items.  We would actually be willing to pay extra for this option.  I would be glad to discuss ideas and needs further with your design teams.  

I would be a bit more convenient if the spell checker allowed unknown entries to be entered from within the spell checker function instead of the configuration menu.

I'm using version 5.5 so I'm not sure if this is addressed in later releases.

The end user only gets notifications on tickets opened from the rep interface and not the EUD. I would like for users to get an email confirmation on ALL tickets opened under their name regardless of who opened it. Case in point: I ordered a gift from an Internet site the other day and received an on-screen confirmation of my order but I have not received the product yet and now I don't have any tangible evidence I ordered the gift. In the same way, a user wants email confirmation; at least give the administrator the option.

I would like the ability to schedule a ticket that has been submitted via the EUD.

Also, some level of BlackBerry support would be terrific, such as the ability to view tickets, update the work history, and change the status.

We have been using c.Support for almost 2 years as part of our Tech Support. Here are some ideas:

·         Our techs sometimes enter multiple listings for a single customer because they don’t always have the same information for each phone call. It would be very useful if an administrator could consolidate incidents into a single database entry.

·         We often have to attach PDFs because the text editor in the knowledge base is not much more than ASCII. Could this be expanded to enable RTF text or even graphics?

·         At the bottom on the search results page you see Page numbers for going to another page. It will be better if they have some thing like “ALL” and you can view all the documents on one page.

It would be nice to be able to adjust the column width in the main window (like Excel).

·         It would also be nice to be able to adjust the width of the entire window to the right.

·         Add a column for when the article was approved.

·         Add the ability to use keyboard shortcuts to menus (i.e. Alt+key)

Any comments?

chilesju said:

"The View: All Incidents by Status and Assignee, sorts the Assignees in descending order, all of the other views with Assignee are sorted in ascending order.

(v 6.0)”

We have change the sort order to Ascending and it will be included in the next release of c.Support for Windows.

In c.Support there is an option to either have mandatory categorization on for a save of a ticket or off.  I would like there to be an option for Mandatory categorization during the close of the ticket.  In our environment this would greatly reduce some current friction in office in trying to resolve.  

I would like new tickets submitted via e-mail not to have: "EMAIL SUBJECT: " at the start of each ticket.  It seems quite useless for us as most of our tickets are submitted via e-mail.  Wasted space.

This is huge for us and has been requested before.  When scanning an asset into c.Support, it pulls in the Serial Number of the software installed as opposed to the Serial number from the BIOS, which is the real serial number for the PC and the one we would love to default into the Serial number field of assets.

Some of these requests have already been mentioned, and I'm on v5.6

1) Firefox support!!!!!

2) Blackberry support!

3) Place work history between issue and resolution.

4) Allow the text areas to be resized, so I can read an incident without so much scrolling.

5) Adding skills to a rep needs to be MUCH easier. I would suggest allowing higher category level skills to apply to deeper levels in the absence of fully drilled down skill assignments. AND I suggest having check boxes so I can simply check a box for each skill a rep needs without having to click five times to add a single skill.

6) Views should be more customizable. i.e. I want the ability to add/remove sortable columns. So I could potentially display the last logged user as a column in an inventory scanned assets view and then sort them by that column to easily find what computer a customer users.

7) We have a fairly small pool of reps so we've limited our rep session licenses. As an admin I'd like the ability to kick a session if I need to access the site. Even if I could see who is connected but not have access to other functions of the rep site at least I could ask someone else to end their session. Better yet, as an admin I'd like to be able to suspend a rep's session (in case they were entering data it would be retained) so that I can access the site without losing any data the rep was entering, etc.

It would be useful if the Diagnostics Report show the configuration for the Default SLA as a reference in case of issues that may occur. Have printed out our current configuration, but does not show the settings for the Default SLA.

This would help to setup and reconfigure if needed.

We whole-hearedly agree with Robin regarding resizeable windows.  What a pain it is to not have the ability to see everything at once.  Sometimes we have to move the vertical divider over so far in the Configurations window that the menu disappears, just so we can see the vertical scroll bar to the right of the list of Categories.

When printing tickets, rather than just changing the order of fields, can you make a Printer Friendly screen where our technicians can choose which fields they wish to print?  Most commonly our technicians would elect not to print the entire history (just comments) if given the choice.  So, we'd like to see the ticket description, resolution, work history, and customer notes.

When a customer enters a comment on the EUD, the screen sometimes blinks but doesnt actually do a full refresh (ie the comment added does not display) so users are inclined to repeatedly press the Submit button.  Standard web coding dictates that this button should be locked down upon clicking.  This would prevent multiple submissions of the same comment.

When visiting EUD and clicking on My Tickets, users expect to see their most recent tickets first.  Can you either change the default to Descending or make this customizable?

When checking out the configuration in c.Support, I would like an expandable window for configuration and all items inside configuration such as event log, scrolling down and to the side is very annoying.

A lot of the feature requests we have are already covered here in previoius posts. One think I haven't seen requested is the ability to use the Survey feature to send surveys out to all our customers. Currenlty the survey feature can only be associated with closed tickets but it would be nice if my HR department or any other department could configure a custom survey to send out to a group of customers manually. Currently they are using Survey Monkey but it would be nice to be able to get an in-house application to ease the use of sending Surveys.

(using v5.6)

1) When using the search on the rep site the search only seems to run on the current view. For example, if I want to search by ticket # for a ticket that is in the archive, I would need to have an archive view open. I should be able to enter a ticket # and have it display no matter where it is.

2) Related to above, the advanced search is unwieldy and doesn't give me as much power as I'd like to see when searching.

3) While the priorities are nice, it would be even better if they would drill down further. For example, if there were 10 degrees of Low priority, 10 degrees of Medium, etc so we could better differentiate between two medium priority tasks (Med4 vs. Med8, perhaps).

4) Notifications should have a "preview" function, so we can customize incident notifs and view the result before making it effective.

5) I agree with koningcj above on the customizable printing.

Would like a report that shows time spent by category. This would help us in planning for future workload distribution, staffing, etc.

Thank you all for the great feature requests.  We discovered early on that this topic made more sense to have in a Forum, so we have turned that feature on for any further submissions.

Please continue to submit your feature requests over in the Forums section under the .NET Features Request forum, or at this link: http://community.gwi.com/forums/14.aspx

It would be great if attachments being sent into c.Support would not be saved in the normal Support database, rather it would have a reference point or link that would take you to a different database which would store the attachments.  This would allow for so many more tickets to be saved on the database.  If it is saved outside of the database, it could be setup so that windows desktop search could locate the specific attachment.  We have so many PDF documents or files attached to tickets, our Support database has filled up so fast.  

Thank you.

Dave