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Dynamics 365 Community / Forums / Microsoft Dynamics AX (Archived) / Using AX as an IT Serv...
Microsoft Dynamics AX (Archived)

Using AX as an IT Service Desk call logging tool?

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Posted on by Tom Segers 215

Just curious, after a recent discussion: has anyone had experience in attempting to use AX as a call logging and tracking tool for the IT Service Desk end-user support or technical IT support for external customers?

I know that the logical choice would be to implement an System Center Service Manager tool or comparable 3rd party tools next to AX. And for specific "IT Service Provider" organization needs, to maybe make them interface for exchanging info about customers, contracts, invoicing, spare stock, timesheets... Intuitively, trying to apply the ITIL process templates to AX would not make sense. Or does it?

No particular case in mind, just curious to understand if anyone has experience with this...

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  • Community Member Profile Picture
    Community Member on at

    I am looking into how to implement an issue management system for one of my projects and it looks like that Case Management might be an option to consider on AX 2012.

    Case management - technet.microsoft.com/.../hh242147.aspx

  • Christian Jung Profile Picture
    Christian Jung on at

    Hi Tom,

    there is at least one 3rd party add-on for AX that fullfill some of your needs. It's called Sycor.AX SolutionManager. Disclosure: It is a product of the company I work for :-) The intended use for this tool is as a documentation and communication platform for managing projects in the broadest sense. Use can do timesheets, helpdesk and configure arbitrary workflows. We as AX shop use it ourselves to manage our implementation projects with our customers.

    Regards,

    Christian

  • Verified answer
    André Arnaud de Calavon Profile Picture
    André Arnaud de Cal... 301,194 Super User 2025 Season 2 on at

    Hi Tom,

    I have seen some customizations in the past to have it in AX. Now with AX2012 there is a feature "Case Management" as Pere stated. You cannot easy add the detail information (notes) when creating and maintaining the case. So this will require some adjustments to have it working like an IT service desk. The basse funcitonality form logging and incident and the follow up is quite ok with this feature.

    I only wonder how to maintain the data separately from other AX data. Suppose you need to use a backup from 14 hours old. At that time a big mistake was made and they requested to go back in time for the business operations and finance.

    Then you also will lose some IT service desk data...

    So my recommendation is to do it outside of AX....

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