We are considering upgrading to AX 2012 R3. One thing that intrigued us was the Case Management feature, but documentation on it is scarce. The documentation I have found does not address (so far as I could tell) how we wish to use it.
We'd like to use it as a ticketing system for the Help Desk. Employees would be able to enter a problem (Outlook died, this report isn't working, I need X form modified, etc) and then the IT team would resolve the problems (generally, of course, carbon-based errors!).
Does this seem feasible? One wrinkle is that some employees do not login to AX - they will just be using the time-clock piece with a hand-held scanner to clock in and out of their shift and production jobs. These users do have access to email and the internet. So can users submit tickets via an email address? I am pretty sure based on the documentation that I've seen that they can sumbit them via a browser if we enable that piece.
Thanks.
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