Whenever you enter a new ticket, ITSM takes you back to the default incident list. That seems inefficient as you then have to click back into the ticket you just created to edit it. It would be more efficient (and nice) to be left in the ticket you just added to finish or make posts to it.
End users have have the ability to comment on closed or resolved tickets. In IT we don't monitor those tickets. It can be frustrating for the end user as they think we will reply to them. Thank you
Allow the option to specify the visibility of comments, whether public or private, when adding comments to Change Requests.
It feels like the Reports section and the Dashboard section's want to be the same thing but both are lacking why not merge them into one unified tool? I think this would offer much more useful information & Reporting.
I would love to see some more filter options when it comes to CSAT as we have internal tickets that are requested and assigned to the same person we should be able to filter these out either by adding a Tag or something.
It would be great if the Print User Card could display the asset serial number instead of the asset ID. Alternatively, if there is a way to generate a report or list showing all assets assigned to a user, including serial number information, that could be provided to the user’s manager during the offboarding process.
If a Field (such as Subcategory) is identified as a Required field, enforce it as a Required field when the Incident is Modified (not just when it is created). That way Incidents (such as the ones created from E-Mails) will also have the benefit of that Field being Required and there will not be Data Missing.
Would be great if a report can be pulled with information regarding the flow of tasks, the time it sits with a certain team, the time they completed it and moved on to the next team. Just want an easy way besides the audit option to see what time things are happening. Who's completing what and how long is it taking to get…
We have custom fields that needs to be updated as a project is worked on. Keeping these custom critical fields front and center is very important to managing workloads of the IT resources (devops and secops) teams. For the custom fields we have created, we need the ability at a glance to see these fields without drilling…
When merging a ticket the one being merged unless filled in will be closed missing information. Since the ticket is being merged why not let it gain the (site, department, category, subcategory, and assignee)? This would not leave me having to fill in a number of tickets about to be closed, and does not fill my SLA full of…
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