Another basic modification which we have found very useful.
One of the problems with ITBM is that, unlike Helpdesk Classic, it doesn't let support staff know when a call is locked (being worked on). This ended up iwith our staff working on the same calls at the same time.
To get around this we ask our support staff to assign any unassigned calls to themselves whenever they make any changes etc.
To speed this up, TP support staff suggested we add an "Assign to Self" option.
We created a new Action called "Assign to Myself" on our main Incident status-stages. The assignment window uses Macro values as shown below. Staff can now assign calls to themselves with one click.
Not rocket science, but was a popular modification with our staff.