Functionality -> Change and asset management

[craigbrass]

Oh, didn't realise this was what you were after Gerdo. It is in the consideration queue pending the developers deciding what gets implemented for v4.

[Mr John]

+1 for asset management - We are a college who have recently purchased Kayako and are readying its implementation, still getting a few things to fit. When dealing with customer tickets it would be extremely handy to be able to rapidly identify assets, their type, components, location & any history they may have in the helpdesk system.

[ramat]

In a rush (thanks to our CTO) we have bought a license of support-suite. I have to admit, that I (the CEO) liked kayako also from the very beginning.

Initially we thought that using Kayako could solve the problems we have at our service desk. After thinking a little bit more in depth we came in touch with ITIL. Since Incindent, Problem, Error and Change Management seems to be the solution for our problems, we will trash our kayakako license. . Unfortunately, there is no Kayako ITIL version at the horizon.

Kind regards ramon

[Jamie Edwards]

Hi Ramon,

I am sorry to hear you are not happy with the product. You are correct, SupportSuite does not offer change management features that allow you to implement procedures outlined by ITIL. I have moved your thread into the Feature Requests forum; it is certainly a feature under consideration.

[Jamie Edwards]

This thread has had a lot merged to it - including some very old posts. Excuse the confusion.

[joe.jacobson]

I think it would be very handy if there was some sort of asset tracking module. At our company, we use SupportSuite for managing IT work requests and Maintenance work requests.

A table with a list of assets and their attributes would be necessary.. something along the lines of:
kayako_assets (assetID, assetType, assetModel, assetLocation, assetValue, purchaseDate, lifeSpan, warranteeExpiration, serialNumber)

Using the example of an IT request, lets say a ticket is generated for a broken computer. When the IT staff is assigned the ticket, they can associate the asset to the ticket, change the location of the asset to his/her workbench, et cetera. This could also somehow flag the unit as being under repairs?

Anyways, there would be some useful reports generated from this knowledge. For example, last year we began having a problem with capacitaters on Dell motherboards melting. If the SupportSuite had a module similar to this, we could have detected the trend earlier and known exactly how many units we owned that were candidates for this problem, and where the were located.

I know there is lots of stand-alone asset management software out there, but I really want something that is integrated with the SupportSuite software.

[cody.petry]

I would like to see this implemented. It doesn't need to be built in as a core function, but it would be nice if you offered an add-on module, even if it was an additional cost.

[notleyhigh]

it would be nice if a assest management system could be introduce so when you create a ticket you can link it to a asset at the mo we using two systems for this and i would love to bin the other and use kayako for all

Mark

[jibo]

We want to use this software for all our customers in the netherlands (that will be around 3.000 / 5.000) but they only problem @ the moment is the lack of any CMDB. Is there any status update?

a bit offtopic: Are there any European Retailers here?

[IanO]

Can someone tell me whether asset management and multiple customer locations are going to be included in future releases?

[Jamie Edwards]

Hi IanO,

This is yet to be decided. Please keep an eye on Functionality -> Change and asset management to track progress on the request.

[astonproject]

Hello,

I'm new to all this so apologies if my subject has been discussed already many times. This is only my 2nd post.

I manage an IT support desk for a UK company with 800 people, and Kayako v3 fulfills most of our requirements for handling service requests from the user base. However I think that in order for eSupport to become a true competitor to other (much more expensive) solutions like service-now.com, it should include some features that bring it closer to a full IT Service Management suite (ITSM) - i.e. ITIL/ISO20000 compliance.

One of them is to include an Asset Register, where workstations, printers, barcode scanners, and all sorts of assets can be populated with their initial config as they were issued to the user (and of course, an asset tag #). Every time the config changes, e.g. you issue MS Office 2007 to an existing user, the CMDB needs to be updated (this should be done manually with the option of an automatic refresh using a discovery software like OCS).

The benefit is a clear view of the assets that the company holds and their current/latest configuration (e.g. for licencing compliance audit purposes). And that will bring the option for users who raise an incident ticket to associate the faulty asset # to the ticket.

If the faulty asset cannot be fixed, then chances are it should be replaced. In which case, the Incident ticket should be escalated to a Change Request (CR) ticket, with a specific workflow for sign-off of the opex/capex investment.

I don't know how everyone feels about this process. This is certainly how I would want to run it in my company.

Many thanks for your kind consideration.

Gregory

[John Haugeland]

Gregory: this is an interesting set of proposals. I'm one of the newer developers at Kayako, and one of the things I do is work on some new functionality in v4. If you would be so kind as to send me a private message detailing how something like this would be best put together to work for you - as asset management is a field in which I do not have the appropriate experience to work without guidance - I can look into whether this is a realistic implement for v4.