Service Booking Diary
A way to manage ITSM-related appointments, with both a personal Diary and a resource matrix planner for managers.
Service Bookings
Many of you told us you needed a Diary of some kind. Some needed it to manage their own appointments, others needed it to manage the appointments of people they supervised.
To meet that need, we've created the Service Booking Diary and Resource Planner (though don't be put off by the long title, it is a very simple idea).
We've added a week-by-week Diary you can drag tickets onto, and then place start and end times for. For example, you might use it to record a planned site visit or appointment with a customer. It's pretty open - you can attach a title and location to the booking, and they are displayed it date order in a 'virtual diary'.
For those of you acting in a managerial capacity, you can switch to Resource Planner mode where you can see the bookings for lots of people, and make a booking that utilises more than one engineer as the job in hand demands.
The Resource Planner also has some handy filters for those of you with large numbers of Agents. You can apply filters for a particular team, or ask to see Agents that match a particular skill set you specify.
There is more information in the FAQ