Nice program for tracking work within our company following the ITIL process
What do you like best?
I very much appreciate being able to go back and track old tickets, and also associate or link them to other tickets. It makes it very easy to do research and figure out issues by looking quickly into the past work we've done.
What do you dislike?
Management of the program doesnt seem real intuitive. It's harder to find where settings are than I would expect. Definitely not impossible, but the layout of the management portion of the application just doesnt quite flow for me. However, the web based usual access 99% of us do is intuitive.
Recommendations to others considering the product:
Keep as many people out of the administration portion as possible. Administrators should be few, users should be many. Definite standards should be set for workflows and then be followed, deviation just causes problems. Standardizing the way each description is written allows for easy searching in the future.
What problems are you solving with the product? What benefits have you realized?
We incorporate our timecards into ChangeGear so it really simplified the process of tracking how much time I.S. spends on issues. We are able to sort by type and severity and clients and see where our time is going. Time tracking is a big portion of what we appreciate in CG. Also as I mentioned earlier, being able to easily search IR and RFC history is very useful.
