Remedy ITSM - Required functionality to schedule Proactive tickets WorkOrders and Incidents
I wish to suggest that BMC create OUT-OF-THE-BOX functionality within ITSM the ability to schedule the creation of Work Orders and or Incidents for handing pro-active work.
There are many many regular routines that require to be carried out by IT staff and these often are left to the teams to manually carry these out. This leaves things to chance of either missed routines or no records of findings. To fill this GAP I am suggesting that BMC create the functionality to allow the scheduling of tickets based on a calendar and that this should include Work Orders and Incidents.
The example here is that the data centre team are required to check the environmental data each day or the technical team are required to review logs for errors each week. If we can set these tickets into a ticket schedule this will allow a work flow that captures all work leading to better control and records of actions taken. The other up side is reporting which can be used in many ways, including showing management that teams are being under or over utilized. This can assist a manager in their business case for more staff or highlight under utilization.
I call this Pro-active ticketing which is not available OOTB from BMC in ITSM and I'm sure other customers of BMC ITSM would immediately see benefits.
Your feedback and support please
Regards Ron Peterson