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Case#01200074 When we receive a new ticket, we will typically assign it to an admin, then assign it a category, and add a note. When we do this, the user receives about 4-5 emails back to back to back. We get questions and complaints about this all the time. It would be a good feature if the system sends a single email…
When creating a new status, the color seems to be chosen at random. This could lead to some mismatched color / word combinations. For example, We have a status of "Customer Responded" which is a light orange color. It would make more sense for this status to be more of a blue or green. This "Customer Responded" color is a…
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
Many users are entering the full incident description into the Subject field instead of the Description field. To help guide user behavior and improve data quality, could you please add an option to set a character limit or make the Subject field a short text field? This would encourage users to enter a brief summary in…
I would like to see the option below separated. One switch for resolved, and one switch for closed. Closed should be the absolute end of the life of an incident, whereas users should be able to respond to a resolved ticket if its not actually resolved, and then it should be reopened for additional work. It would be nice to…
While I already know how to Export a table of Incidents as a CSV, I want to be able to include Comments with them. My reason for doing so is because I want to analyze the documented steps of diagnosis and troubleshooting done on our tickets, and so much of that info is (for better or worse) only extensively covered in our…
I would like to be able to automate attaching a solution to an incident based on key words.
Currently, while there is an option to add custom incident states, such as "Canceled," there's no way to define it to function like the Closed state. The main reason for this request is that the Canceled state still appears in the "Active" section of the My Requests widget in the user portal. We request the ability to…
The Default Text and Help Text on Custom fields is really helpful in assisting End Users to input correct detail first time. Similar on the Subject and Description Boxes would be useful as well in capturing good information on the first submission otherwise End User just write "Issue" or "Problem" which has little context.
We have created several of our own incident views and want to name them what the default ones are. We can't delete or edit the default views. It really stinks and we mess this up everyday when having our standup meeting.
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