At times, users may need to review open/aged tickets and get information about aging in set time intervals (ex: less than 15 days old, 15-30 days, 30-60, etc.). The ability to create a report of modify an existing report would help achieve this goal. The Incidents Over Time report below has the ability to display columns…
We are concerned that requesters that use the chat feature may get ignored. Our tech team is taking turns to make themselves available for chat but we'd like to have some kind of visibility to see who is currently available in real time as it's easy to forget to change the pill bar to make yourself available or not.
It would be nice to allow for sorting by multiple columns. For instance, if I wanted to sort first by "Assigned to" then by "Created at", I could easily see all assigned tickets sorted by how new/old they are. Many possibilities here, but it seems like this should be fairly simple to add.
in the group assignment, when we choose "IT," only the people who are supposed to be assigned to IT should appear in the "Assigned To"
In the change form, there is a tab that displays the current status of the change process. The process details should be presented as follows: If these changes include this feature, it would be highly beneficial and useful to the customer.
Currently the only way to meet a response SLA is a public reply. I would like to request a feature of letting admins turn on "count internal notes or private comments as first response" for SLA. We get a lot of alerts and automated tickets and there's no point in posting a public reply. Thanks!
Currently, the 'Create New Ticket' option in Teams only has title and description. Our actual incident submission form has a few more fields to help us verify the priority of the incident, using urgency and impact. It would be nice to be able to customize the incident intake form for the Teams app to mirror our workflows…
I am an IT Manager for our school system, and am currently creating a custom dashboard for out technician team to more efficiently prioritize tickets and plan for our days. I like the module for 'Incidents by Priority', but would love the ability to change the color labels for the Low, Medium, High, and Critical priority…
* Granular Permissions and Flexibility We're working on adding more specific roles and permissions, and it would be helpful to have more flexibility in how permissions are assigned or restricted. * Improved 'Scope' Selection Instead of the current single dropdown under "Scope" when adding a permission, it would be nice to…
Sometimes we use the "Approval" step in a process more like a yes or no question. For example, when someone is terminated, we have an "Approval" asking "Did this user return their key fob?" However, even with a description on this approval step, sending it as an approval seems to confuse some users. If we could change…
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