Functionality -> Change and asset management - Page 3

KPotter · **Functionality -> Change management -** 13-06-2007, 03:13 PM

We've been a 3 domain Kayako customer since 2003, but we will most likely have to switch to a new product because we need to comply with ITIL standards for assigning tickets to workstations/assets and a system for change management.

Is this ever planned for SupportSuite or should I start my search now for a new solution?

**Jamie Edwards** · 13-06-2007, 10:23 PM

Hi there,

I will get back to you on this shortly.

epicweb · 26-06-2007, 04:13 PM

I agree asset management would be outstanding to have with esupport.

This is what I would like to see with this feature
Assets will be computer, monitors, printers, software, etc. Need to create asset category such as hardware or software and then sub items like workstation then assign a workstation to that item. Fields about the asset need to be customizable. example fields would be text, dropdown, textarea, option. unlimited number of fields canbe added. The assets can then be assigned to users in kayako esupport. Each user can have muliple assests like workstation, monitor and software (operating system, office version, etc).

There also needs to be a custom report for the assests. Report would track unassigned assets, assigned assets, dynamtic report for user on what they have assigned to them.</SPAN>

**Jamie Edwards** · 26-06-2007, 04:21 PM

Thank you for the suggestions epicweb, it is indeed something we need to look at thoroughly.

Solenoid · 27-06-2007, 06:33 AM

Is there any news about this feature? If I can't get the change management feature in SupportSuite I would have to get another product, it's a critical matter. Or do you think it is manageable with SupportSuite?

KPotter · 27-06-2007, 08:17 AM

We've already begun our search for a new product. On top of the lack of necessary features for an enterprise helpdesk, we paid for version 3 (for 3 domains) over a year ago and still haven't been able to install it becuase of all the show-stopping bugs. It's always the same with Kayako "a fix is right around the corner, blah blah". The excuse last year was that they were moving offices -- well I wonder what it is now. Oh wait, they want to start prototyping version 4!!! Are you kidding me? Get the bugs out of your current version first!

**Jamie Edwards** · 27-06-2007, 09:23 AM

Quote:

Originally Posted by Solenoid

Is there any news about this feature? If I can't get the change management feature in SupportSuite I would have to get another product, it's a critical matter. Or do you think it is manageable with SupportSuite?

Hi Solenoid,

This is a feature that will not come about until Version 4 of the product line, I am afraid - which is a matter of months away. I do not see this featuring in Version 3, unless someone is write a custom module for SupportSuite.

Solenoid · 27-06-2007, 01:28 PM

So the change management is planned, would it be ready say 2 to 3 months from now? Just to get an idea... And what would be the features?

**Jamie Edwards** · 27-06-2007, 01:43 PM

Quote:

Originally Posted by Solenoid

So the change management is planned, would it be ready say 2 to 3 months from now? Just to get an idea... And what would be the features?

Due to the fairly early stages of development, no estimated time of completion will be given for Version 4 but I can say that there is no chance of the final being read in 2-3 months.

Also, with this feature currently in the "Feature Requests > Consideration Queue" forum, it should be noted this is a feature request and is waiting consideration - its implementation is not definite yet.

Solenoid · 27-06-2007, 03:33 PM

What product would you suggest to fill the change management gap then? It seems we have to keep SupportSuite and have a change management FOR SupportSuite (at least that's what I understood). So it might be a temporary solution. Or do you think one can manage to do change management in SupportSuite right now (messages between staff members)?

epicweb · 07-07-2007, 03:27 AM

Has there been any change on the implementation of this feature?

craigbrass · 07-07-2007, 10:17 AM

I don't think there has been a meeting to decide which features will / will not be added into V4.

**Jamie Edwards** · 07-07-2007, 10:17 AM

Hi epicweb,

No - as I said previously, it will be considered by the developers for Version 4 of the product line; it will not appear before then I am afraid.

Quote:

What product would you suggest to fill the change management gap then? It seems we have to keep SupportSuite and have a change management FOR SupportSuite (at least that's what I understood). So it might be a temporary solution. Or do you think one can manage to do change management in SupportSuite right now (messages between staff members)?

I am afraid I do not know of any. It may be an idea to talk to a development company (see the Marketplace forum) who could implement such a module for you at a reasonable cost if it is absolutely imperative that you have the functionality now.

Brendan.main · 23-07-2007, 07:01 AM

I also think this would be a great feature and kayako would draw more clients if this feature was added

gerdo · 24-09-2007, 02:15 PM

I agree with the most of them. Our company is willing to buy Kayako but we do need asset management. Is there any news about this feature?
Thanks in advance!

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KPotter Offline Member Posts: 62 Join Date: Dec 2003 Location: Basel, Switzerland	Functionality -> Change management - 13-06-2007, 03:13 PM We've been a 3 domain Kayako customer since 2003, but we will most likely have to switch to a new product because we need to comply with ITIL standards for assigning tickets to workstations/assets and a system for change management. Is this ever planned for SupportSuite or should I start my search now for a new solution?

Solenoid Offline New Member Posts: 25 Join Date: Jun 2007	27-06-2007, 06:33 AM Is there any news about this feature? If I can't get the change management feature in SupportSuite I would have to get another product, it's a critical matter. Or do you think it is manageable with SupportSuite?

Solenoid Offline New Member Posts: 25 Join Date: Jun 2007	27-06-2007, 01:28 PM So the change management is planned, would it be ready say 2 to 3 months from now? Just to get an idea... And what would be the features?

Solenoid Offline New Member Posts: 25 Join Date: Jun 2007	27-06-2007, 03:33 PM What product would you suggest to fill the change management gap then? It seems we have to keep SupportSuite and have a change management FOR SupportSuite (at least that's what I understood). So it might be a temporary solution. Or do you think one can manage to do change management in SupportSuite right now (messages between staff members)?

epicweb Offline New Member Posts: 2 Join Date: Jun 2007	07-07-2007, 03:27 AM Has there been any change on the implementation of this feature?

craigbrass Offline Senior Member Posts: 5,543 Join Date: Jun 2005 Location: Cumbria, UK	07-07-2007, 10:17 AM I don't think there has been a meeting to decide which features will / will not be added into V4. Craig Brass - Kayako Forum Squatter (Note: I am NOT a staff member) Icon Headquarters - Its Elixir - Web2Messenger

Brendan.main Offline New Member Posts: 17 Join Date: Feb 2007	23-07-2007, 07:01 AM I also think this would be a great feature and kayako would draw more clients if this feature was added

gerdo Offline New Member Posts: 1 Join Date: Sep 2007	24-09-2007, 02:15 PM I agree with the most of them. Our company is willing to buy Kayako but we do need asset management. Is there any news about this feature? Thanks in advance!