Purpose of Request:
To improve time management, visibility, and task tracking, I propose integrating the Microsoft Outlook/Teams calendar with our SW ticketing system. This integration would provide automated calendar entries and reminders for tasks scheduled within the ticketing system, ensuring better alignment with technicians' work schedules and commitments.
Current Limitation:
At present, the task scheduling functionality in the SW system is limited to date selection only. While a reminder is sent, it defaults to 12:00 AM, which is not ideal for precise time-based planning. This limits the effectiveness of reminders for tasks that require specific start times or durations, such as maintenance windows, customer follow-ups, or timed interventions.
Proposed Enhancements:
Time-Specific Scheduling:
Introduce “Start Time” and “End Time” fields for tasks, similar to how meeting events are scheduled in Outlook/Teams.
Allow reminders to be customized based on these time slots (e.g., 30 minutes before the start time).
Calendar Integration:
Automatically sync scheduled tasks from SW into the technician’s Outlook/Teams calendar.
Display these entries as events/meetings, showing ticket ID, summary, and linked documentation if applicable.
User Booking Interface:
Add a feature to the SW portal that allows users (internal or external) to book time slots with technicians, similar to how Calendly works.
Booked time would directly reflect in the technician’s calendar, avoiding conflicts and reducing manual coordination.
Benefits:
Improves task planning and accountability by aligning tickets with calendar visibility.
Enhances productivity through clear time management and proactive reminders.
Reduces missed or delayed tasks due to lack of timely notifications.
Streamlines customer interactions with self-service booking and real-time availability.
