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

[DaveMo1]

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

[VicAl]

Hi Greg, Yes we use WF for our Helpdesk, for Scrum Teams, for Kan Ban Teams, and for standard PM Projects. Doug is correct the Knowledge Base is the weakest link, but I can't blame WF completely. It's more a problem with our having the discipline to use it. We also use it for Change Management (in the sense that we it creates a ticket and sends a notification that we're about to deploy a fix or feature to our environment). Full disclosure we also use the API heavily to make the experience better.

[GregSa]

Thank you, Doug and Vic! Would you happen to know of some resources you could point me towards for setting things up like you did? Did you rely heavily on WF support? Have a great day. Greg Greg Sargent Help Desk Manager, IT Diversified Communications 121 Free Street, Portland, ME 04101 207-842-5552 | "http://www.divcom.com">www.divcom.com

[VicAl]

Hi Greg, Initially we had help from the WF Implementation Consultant. But for the Helpdesk it was pretty simple as we used the Request Queue and routing and had a form to drive some reporting (i.e. how the ticket came in (email, web, phone), and the applications affected, etc.). For Change Management we did the same (queue and form), but we added email notifications via the API. So that one is a bit more complicated. I don't have a whole lot of resources to point you to as we kinda just figured out as we went along. But the foundation of knowledge came form the WF training. If you haven't already I recommend their Training (Instructor led web training was quite good). Or feel free to reach out if you want to have a discussion. My information is below.

[GregSa]

Excellent! Thank you so much for your input. Greg Sargent Help Desk Manager, IT Diversified Communications 121 Free Street, Portland, ME 04101 207-842-5552 | "http://www.divcom.com">www.divcom.com

[Doug_Den_Hoed__AtAppStore]

Hi Greg, If you're interested, I'd be happy to email you the PowerPoint deck I mentioned to give you some ideas of where we took our Workfront-based Help Desk concept; just drop me an email at doug.denhoed@atappstore.com. Regards Doug Doug Den Hoed - AtAppStore Got Skills? Lend a hand! https://community.workfront.com/participate/unanswered-threads

[karenCWD]

Hi Doug,

If the offer still stands/applies - I'd be very interested in seeing your PowerPoint deck to get a sense of how you utilized the Workfront Tool to create a WF-based Help Desk for your organization.

My email address is kwalsh@coldwatercreek.com.

Thanks for your time,

Karen

[Dougplganger]

#aacgotcha01

[Doug_Den_Hoed__AtAppStore]

Certainly Karen,

I've just sent you a link separately via email.

Regards,

Doug