cmiller2018

Yes this is a huge issue having the tech be responsible for turning themselves on/off. Admins should be able to do this for the tech if need be.

I agree this is very helpful to keep the data but not add any more into it. Another reason is that we can have backend tickets just for tech. I do not want a school teacher selecting Server maintenance.

We have site admins that need to be cc'ed on tickets but right now we reply on the ticket user to add them in.

This would be a wonderful thing because we will get a notice that someone is out the morning of and they cannot change their availability since they are off.

I have had this available in another ticketing system and it is amazing. You can either park a ticket until a day and then you get a reminder about the ticket and possibly a time to call or have a meeting with the person. The other cool thing is that scheduling it stopped the timer on how long the ticket was being worked…

I added slack integration just so I can get notified of new tickets on our helpdesk channel. If there was a notification within the browser that would be perfect.

Each team member in our department has their own set of hours as we need to cover a large timeframe. We cannot set up SLA properly because if my 5:30am guy comes in and work on his incidents before 8am (which was our default SLA) the reporting did not recognize the first response. We need to be able to set a time for each…