I like to ask you how can I cahange the language on the customer screen . I need to change only the Customer portal screen I dont like to change the admin console screnn language. I try to change the language on the customer screen (I edit the CustomLabels.properties) but it is change also in the admin portal. Can you tell…
I would like there to be a way to have some type of wizard that assists when a tech is removed from the system. Currently you can disable or delete a tech but they still retain things like Group membership, manager, notifications in approval processes ect. There needs to be a better way to find out where that tech is…
Case # - 00338482 In our setup, clients can create their own account (no LDAP). We would like to consult the date a client has created the account. As an extra: some clients make multiple accounts on different e-mail addresses. A way to merge all accounts (& tickets) of a person in 1 account would also be nice. Kris.
When a tech is working on a ticket but is out of the office for a day or two during the process, it would be helpful if we could set up an auto-reply when the tech's status is set to vacation, in case the client updates the ticket during that time. This would let them know the update was received, and when to expect a…
Case # - 00340221 In the setup, you create a kind or hierarchy of request types. One of the parameters for each request type, is "hide request detail". When choosing such a request type, the client can only read the instructions, but isn't able to post a question. In the instructions is often "this type of questions are…
Case # - 00347898 When creating a question, a client chooses an request type. Request types are linked to a "tech group". As a tech, you receive the ticket. But the client chose a wrong request type and as a consequence, the ticket is assigned to the wrong tech group. You want to reassign the ticket, but you don't know…
_I like an option in ACTIONS RULES to send out an email alert in a specific time frame eg to an on-call technician after hours when a new ticket arrives. Time frame settings could be handy in ACTION RULES for other situations as well, see case Case #535154
I would like to see a separate section for software asset. Having both hardware and software is confusing. This is the only thing stopping me from buying at the moment!
It seems silly that only specific types can be linked to other specific ticket types. If I have an Incident that requires a Change Request (Request ticket type) to be resolved, I would want to link that Request ticket to the Incident ticket. Please allow any ticket type to be linked to any other ticket type.
If I set a tech's permissions to be able to edit asset data but not client data, that tech can go to the assets tab, select an asset and make edits. (as expected) However, if that same tech goes to the clients tab and clicks on an assigned asset for that client, and then clicks the edit button for the asset he/she is not…
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