Does anybody else use Workfront as your IT Service/Help Desk ticketing system?

Since we are a global instance, we use it so that users can send us admins issues. We used Queue Topics and Topic Groups to break out the different custom forms we'd like as well as routing rules (for general bugs, we have a Tier 1 support team at the local agencies but for things like reports or enhancement requests, they go straight to us.) Since the admins are in a separate group, we did create custom systems for us. We changed Awaiting Feedback to Awaiting Requester's Feedback. It is a little more explanatory but what I love is that when someone replies, the status automatically changes to In Progress so my team doesn't need to go into all the tickets to see if someone wrote back. We also created a custom statuses "Awaiting Workfront's Feedback" which equals On Hold. Again, so that people have a better sense of what is going on when looking at the dashboard(s). We tried an approval workflow for when the status was changed to Closed where the requester would approve that it was actually taken care of, but people weren't doing it and it was causing issue.

11 sounds good. Email me at adpierce@cisco.com and I'll send out the WebEx invite.

Let’s shoot for 11am pacific, thanks Adina Thanks, Josh Blackwood 770.335.6299

On Wednesday, I'm good these these pacific times: 11 - 1 and after 2 I'm in central time zone Ed

Hi Ed and Josh, I am free this Wednesday after 10 am pacific to give a demo. What time works best for your schedule?

Adina, How would you like to move forward? Ed

I would like to sit in as well if I can - josh.blackwood@adp.com< Thanks, Josh Blackwood 770.335.6299

I would love too and am humbled you are willing to give of your time to share with us! emilner@pcci.edu Ed

Hi Ed, we have been using Workfront as a help desk system for 4+ years now. A demo would probably be easier than trying to show everything here. Would you be interested in that?

I would like a system that is more intuitive for all users of an ITSM / Help Desk system. I'm having success introducing WF as an enterprise-wide project management tool, but struggling how to design a workflow with terms the Service Management and Help Desk staff an easily understand. As we know a lack of user adoption has doomed many IT initiatives. Since my company is only a year old with WF, I would love to see have others have successfully implemented ITSM and/or Help Desk with WF.