Service Requests and Projects
In many occasions, the customer does not actually need to open a support ticket, but needs to request the provision of a specific service (i.e. the procurement and installation of a new PC). This is not considered a ticket and is not part of Incident or Problem Management. It would therefore be very helpful if a service catalogue could be established and the customer place service requests from within that catalogue, allowing for separate management from standard tickets.
Furthermore, if a basic Project functionality with progress tracking could be provided, where multiple resources could be allocated to specific tasks, that would be great.
Nikos Lourotos
shared this idea
Nice! The feature you requested is being reviewed by our product team. We’ll keep an eye on the number of votes, and let you know if a decision is reached to implement. Thank you for being a partner in our process!
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Stephanie Vinken
commented
I second this feature as i am in the procurement team and this is a process we mapped out vigorously, wishing there was an atera feature for this. We opted for ticket create using a different naming convention just so tech's and admin can differ the 2. It does at present make invoicing and reporting messy, so would love this feature independent of "work tickets".