Solved

Ticketing and Change Management

Posted on 2008-10-23
3
982 Views
Last Modified: 2013-11-13
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
0
Comment
Question by:meugen
  • 2
3 Comments
 
LVL 4

Expert Comment

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...


0
 
LVL 6

Author Comment

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.
0
 
LVL 4

Accepted Solution

by:
gregowens earned 250 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? :)
0

Featured Post

How your wiki can always stay up-to-date

Quip doubles as a “living” wiki and a project management tool that evolves with your organization. As you finish projects in Quip, the work remains, easily accessible to all team members, new and old.
- Increase transparency
- Onboard new hires faster
- Access from mobile/offline

Join & Write a Comment

It was Monday morning and while heading to work those familiar feelings of frustration began to rise: How was I ever going to get my yard work done?! At the end of every weekend I discovered that I spent more time trying to decide what to work on th…
Automatically creating a Trello card using data from a Microsoft Dynamics CRM record turned out to be an easy project that yielded great results.  Here's how I did this for an internal team at General Code.
When you create an app prototype with Adobe XD, you can insert system screens -- sharing or Control Center, for example -- with just a few clicks. This video shows you how. You can take the full course on Experts Exchange at http://bit.ly/XDcourse.
This video explains how to create simple products associated to Magento configurable product and offers fast way of their generation with Store Manager for Magento tool.

760 members asked questions and received personalized solutions in the past 7 days.

Join the community of 500,000 technology professionals and ask your questions.

Join & Ask a Question

Need Help in Real-Time?

Connect with top rated Experts

21 Experts available now in Live!

Get 1:1 Help Now