End User Requirements

Y/
N

Comments

Technician Requirements

Y/
N

Comments

Manager Requirements

Y/
N

Comments

One page is used for logging all calls of any type (Incident,
Request, Purchase, etc). Fields available to end user must
contain categories, a subject header and the description of the
call. Certain categories will trigger a change of template which
will display more/different fields where necessary.
The user can view all previously logged help calls (open or
closed). These must display all of the original details, including
any extra information added by technicians. The user must
have the ability to add to/modify/close/reopen each of their
own tickets individually.
The user should be able to respond directly to email
notifications/messages sent from the helpdesk (by technician
or automated) that relate to a specific call. This should alert/be
forwarded to the technician that the ticket is assigned to. The
information included in the email would preferably be
automatically added to the ticket for reference. The technician
would preferably be anonymous to the end user unless
otherwise prompted.
Managers/Responsible members of staff should be able to
authorise/approve requests made by their staff (i.e. New Staff
Requests and New Purchase Requests). These workflows
should be fully customisable.