13 Replies Latest reply on Mar 10, 2015 6:06 AM by melanieaskeland

    Tracking IT Projects in WHD

    aaron22

      I'm new to setting up Web Helpdesk, but is there a way to track long term projects separately from common, daily tickets?  I wouldn't want end users to be able to create ticekts set as projects, I'd want this only available for our IT staff basically just to help us track our own projects.  I'm not sure if I'm setting it up in the best way, but basically I just created a status type as "Projects" with no count time (so it doesn't mess up our KPIs), and then I also created a priority of "Projects", again so these don't mess up our KPIs.  The only concern going this way is that if normal tickets are mistakenly set as a "Project" status no count time or alerts would be sent for these tickets.

       

      It would also be nice to separate our projects by priority levels but without any specified due dates.  I could create additional Low, Medium, High priorities to be used for projects, but this would just make make the normal ticket creation more complicated, especially if the project options are viewable to end users.  I'm not sure if what I'm trying to do is really possible, but it would be really nice to be able to create a list of projects and then link individual work tickets to these projects.  If this doesn't exist I'd love to see this feature in a newer version, but for the time being what would be the best way to go about including projects in WHD?

        • Re: Tracking IT Projects in WHD
          aaron22

          I'm guessing the lack of responses means it isn't possible to do this in WHD?

           

          Is it even possible to set up different priorities based on if the ticket is a service request, incident, or problem?  A critical incident is not the same as a critical service request, but I can't figure out how to use different priority levels for different ticket types.

            • Re: Tracking IT Projects in WHD
              melanieaskeland

              You set up process actions to formally set up links the system doesn't allow you to do automatically.

               

              I use request types in multiple layers - distinguishing by system, then area, then error, or request.

               

              I have also created a request type of Notice which takes incoming e-mails that are notifications of related approved changes so that the appropriate peple can receive an e-mail about the notice.

               

              I would like ticket types of change and complaint/compliment as well.

              • Re: Tracking IT Projects in WHD
                melanieaskeland

                I differentiate by requst type, then I can set priority for each. Alternatively you can build rocess rules to do this for you

              • Re: Tracking IT Projects in WHD
                michellem812

                We added a 'Tech Project' request type that clients can't see, but as techs we can create tickets using it. It might not be as ideal as you want, but it allows us to report on them separately from regular client tickets.

                • Re: Tracking IT Projects in WHD
                  Peter Krutý

                  This is actually something very interesting to me. It's high on our list of requests we are looking at. I'll contact you offline to get more details on this as I want to understand what you are looking for.

                   

                  I'd love to know how others are solving this?

                  • Re: Tracking IT Projects in WHD
                    bvondeylen

                    My thoughts on this.

                     

                    I would like to see a "Ticket Type" of "Project"

                    When selected, it should be possible to have 'unlimited' Assigned Techs. Should be able to add a Request Type to each of the Assigned Techs, along with a Scheduled Due Date, and Request Detail. Really, combining Details and Status & Schedule into a box that can repeat so umlimited Techs can be Assigned.

                     

                    Techs would then be able to add notes, and close their portion of the ticket. The "Project Lead" can then have an overall view of the project (what has been done, what hasn't, if things are being done on schedule).

                     

                    Also, Action Rules will need to work so the Ticket can be modified as the project progresses.

                      • Re: Tracking IT Projects in WHD
                        dougm@achosp.org

                        I agree. What you are proposing would be extremely beneficial to my IT department as well

                          • Re: Tracking IT Projects in WHD
                            bvondeylen

                            Upon further reflection, I think this would also work.

                            Instead of modifying the Ticket appearance, just allow any Ticket with a Ticket Type of "Project" be Linked to a Project #.

                            Then multiple tickets could be created "linked" to a project. Each Ticket could then be assigned to a Tech (just like now), and modified based on Action Rules.

                            Then put a "reveal" triangle in list mode, which would (instead of displaying the Ticket #), display the Project #. The reveal triangle would then reveal all the Tickets associated within that project. That way, nothing needs to dramatically change. List view can remain as is, with the exception that the column for "No." would either be a Ticket # or a Project # (maybe blue for Ticket and green for Project).

                            Opening a Ticket would not change other than being linked to a Project.

                            Should be much simpler to develop.