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Ticketing and Change Management

Posted on 2008-10-23
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We want to use Microsoft CRM as a Ticket and Change Management application. Does anyone knows if MS CRM supports such implementation? Or maybe MS has a specific application which is able to do such things?
Many thanks
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Question by:meugen
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by:gregowens
ID: 22784631
The short answer is yes it can support that. You could, for example, use the CRM Case entity to represent a helpdesk ticket and/or change request. This will also auto-generate unique reference numbers and allow linking to the knowledgebase too.

The big question is who your users are going to be? There is a high per-user licence cost if internal staff are to connect to the system. They must be licenced users - there's no way to develop your own front-end to get around the licence terms.

If the users are external clients, there is a licence cost associated with this too (the External Connector Licence).

There are ways around this to make it cheaper (the best is to use Version 4.0 and go via a hosted solution partner who are licenced to offer the External Connector Licence for free - you'd just need to get a front-end built for those external users).

Really we'd need to know who would be using it to advise you better...


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by:meugen
ID: 22784710
This  is going to be used by internal support staff(circa 5 users). The thing is that we have this CRM purcahsed and we want to use it for Change and tickets management, the volume of tickets&changes gonna be low to medium.
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gregowens earned 750 total points
ID: 22784955
So long you don't have masses of end-users logging their own calls then this could be a flexible, cost effective solution :)
Sounds like CRM 3.0 is on-premise. Is it used for anything else at present? You should definitely consider a (free) upgrade to v4.0 as it is infinitely more flexible - e.g. you could create custom links to reflect "users affected", "equipment id" etc.
Out of the box, you can simply record the nature of the problem and sum the total amount of work that has been spent on the issue (assuming your support staff create and close CRM activity records linked to the job they are working on).
Does this answer you question? :)
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