Service desk major features which are currently not available in iTop.
1 Work shift Module required for SLA management.
(We can not define the working hour and holidays, organization wise this is very important feature for SLA management)
2 Ticket auto assignment feature.
(Currently we can auto assign the ticket to group but can't be auto assign to relative assignee and administrator also can not change the work-group of a ticket ).
3 Data Model Modification.
(Currently we have all the ITIL process ( i.e. Incident, Problem, Request, Change) in iTop but if customer wants to modify the process according to their requirements then we don't have any web interface to do the same.)
4 Sub-services wise SLA management.
(Currently we can configure the SLA based on Services but we can't configure sub-services wise.)
5 Folder-Group Module
(Currently, we have single web interface for all analyst and Administrator. We can do data partitions based on organization or department but we can not modify the GUI, based on access type or organization type.)
6 Notification module
(We have 2 major issue in this module.
1. We can't notify the respective members of ticket, when anyone comments on the ticket. 2. We can't create the notification templates based on organization.)
7 Time Zone Module
(We can not define the different-different time zones based on organization location.)
8 Knowledge Base Management Module
(Currently we can document best practices and solutions to common problems in iTop but we don't have any approval system for the same and also can't be categories by groups)
I just want to know that these features are in the road-map of iTop or not?
And in which release these all features will come.
Please reply
Regards
Aditya
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Service desk major features which are currently not available in iTop.
1 Work shift Module required for SLA management.
(We can not define the working hour and holidays, organization wise this is very important feature for SLA management)
2 Ticket auto assignment feature.
(Currently we can auto assign the ticket to group but can't be auto assign to relative assignee and administrator also can not change the work-group of a ticket ).
3 Data Model Modification.
(Currently we have all the ITIL process ( i.e. Incident, Problem, Request, Change) in iTop but if customer wants to modify the process according to their requirements then we don't have any web interface to do the same.)
4 Sub-services wise SLA management.
(Currently we can configure the SLA based on Services but we can't configure sub-services wise.)
5 Folder-Group Module
(Currently, we have single web interface for all analyst and Administrator. We can do data partitions based on organization or department but we can not modify the GUI, based on access type or organization type.)
6 Notification module
(We have 2 major issue in this module.
1. We can't notify the respective members of ticket, when anyone comments on the ticket. 2. We can't create the notification templates based on organization.)
7 Time Zone Module
(We can not define the different-different time zones based on organization location.)
8 Knowledge Base Management Module
(Currently we can document best practices and solutions to common problems in iTop but we don't have any approval system for the same and also can't be categories by groups)
I just want to know that these features are in the road-map of iTop or not?
And in which release these all features will come.
Please reply
Regards
Aditya