Workflow and ServiceDesk Community

I know that Symantec doesn't like to talk a lot about upcoming releases or what might be in store but, on the off chance someone wants to relay information, I'd love to know what we might see in an upcoming rollup/service pack. Are we potentially going to see more exposure inside the automation rulesets such as Close Code and others? The return of a due date on incidents? Anything like that? I know the community would love to see what might be coming and, maybe even when.

The development team supposedly works with companies to determine what new features get created but I would like a list of these companies as it seems like their requirements are greatly different than ours. I don't understand how these companies wouldn't ask for the basic standard features that every Service Desk application has such as a status drop-down to be able to manually change the status of a ticket, the ability to properly print a ticket that shows all the details, a real search form (the management incidents tab is not a good substitute), better reports ootb, mobile solution from Symantec and not a third party and plenty more.

There is a section on connect to suggest such features/needs/ideas. If you change the selection from Endpoint Management > Forum to Endpoint Mangement > Ideas. 

https://www-secure.symantec.com/connect/blogs/introducing-ideas-symantec-connect

Yea but it doesn't seem like they really look at it as there's stuff that's been outstanding for years. You're a consultant and during your implementations you know what customers are asking for and the features that are missing. There must be some features/issues that constantly come up when you're going from project to project. We had you build a print ticket workflow for us but that really is something that should be standard out of the box and even then the formatting is not as clean as we'd like it.

I don't know about them not looking at it. I had a couple changes that were incorporated into 7.5 SP1.

I would like to see more details on upcomming changes and for the release notes cover what was changed, and what was the intended use of the features. I've been surprised a few times by new features, not listed in release notes, making it difficult to test let alone instruct support users on what changes/features to expect.

I find the method of presenting ideas troubling.  An idea listed in the forum is not a business case and many sound good but could easily be misinterpretted along the way.  Many features are hard coded without the ability to enable/dissable them.  Unless the business case behind the proposal is understood the features require robust testing and fair but of 'lets click and try it'.

All ServiceDesk applications should allow users to return to any given point in the process (Ability to change status), or add a thirdparty number (incident/change number for ticket with external or even internal systems).  More options should be available in templates and rulesets.  Since you cannot predict how a company uses these areas all options should be available.

I too would like to see a more solid road-map for ServiceDesk features.

If it worked properly and people actually voted on them then the Ideas section could provide great input into the roadmap.

Unfortunately voting turnout is abismal for the Ideas section.  I'd suggest anyone reading this log in, go to that section and vote on all of the ideas on all of the products they work with - not just ServiceDesk.

I second Lark's idea. Everyone should look through the ideas section and be sure to give a thumbs up to anything that looks useful. 

I think the biggest issue with the Ideas section of the forums is that there is rarely any feedback from engineering to say that they might be working on X or looking at Y. I know there are a lot of companies much larger than most of ours but that doesn't mean we're less important.

All of that aside, I'd just like to know what enhancements, new features, changes, etc. might be coming so that we can prepare in advance. Its not always as easy as upgrade and go. Our clients might be used to doing things one way and when there's a change in their process we might generate even more calls than we get already.