In Autotask, many of our Accounts are children of another account. The Child account may not have a Contract of its own, but instead utilizes the Parent Account's contract. We are unable to assign the Parent Account contract in N-Central mapping. Please allow us to choose the Parent Account's contracts in customer mappings.
We sell different plans for customers, some need 8x5x6 and others 24x7x4. Service Desk treat both as equals, and that leads to bad SLA warning and breachs, hard to choose right priority. I think its a must to be able to create multiple SLA Levels and set the right SLA for Customer and/or Contract. Rules should consider SLA Levels too..
I would like the ability to run a report to see what contracts were topped up in a month so that we can bill ththe extra hours.
We have a need to have multiple active contracts on the same customer.
For example: There is this big house of culture where different parts of the building have separate contracts. And we don not want to separate those parts into separate customers.
We would like to see if the Customer is under contract from when creating a ticket.
It would also be helpful to see if the customer is under contract, when you open an existing ticket. Currently the only way to see this from an existing ticket is by clicking on Add time entry.
Currently all service items are considered "Cost Items" when being invoiced to Quickbooks. This means that they are modified by the "Apply sales tax to cost items" within Quickbooks integration settings. However, not all service items which are part of a contract are designed to be taxed to the billed client whereas cost items added to a ticket would be. The resolution for this would be to set a separate category for ...more »
We need more options for setting up contracts in Service Desk. Currently the only option is for block hours. I would be really handy to have options for block of money and block of tickets. I have maintenance contracts that have limits on the amount of money the client can spend because it is subsidized by government funds and it is really important that I have an accurate account of how all the money is spent. It ...more »
There doesn't seem to be a simple report to see the hours/tickets against a managed contract. Something that would tell you how profitable the contract is.
Also, a simple report to see the total hours spent at a particular client (on a hourly contract) would be very useful.
1. Adding criteria to SLA to choose 'contract' customers 2. Option of adding more than one attachment to new tickets and responses 3. More text formatting options including highlighting, colours, etc. Response windows are still clunky and freeze 4. When closing a ticket, the opinion to print the invoice there and then 5. When viewing old tickets under the 'customer' to see the ticket close dates 6. When time tracking, ...more »
Option to create a monthly scheduled (report) overview of available contract hours for customer. and to view for customer in portal.
Ability to create a contract / SLA based on a number of tickets, in stead of a number of hours.
It would be awesome to be able to delte checks or even devices/customers out of the dashboard by time! If a reseller has a maintenance agreement with a customer and this contract will run out on the last day of the month, you could simply set the date in the settings to delete him from the dashboard...or if a package of your maintenance for your customer is changed into a smaller one (with less checks) you can set the ...more »