Issuetrak Product Feedback

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  1. Make the IssuetrakUser and Webuser accounts both domain accounts to facilitate failover in a clustered environment.

    Make the IssuetrakUser and Webuser accounts both domain accounts to facilitate failover in a clustered environment.

    1 vote
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      0 comments  ·  Performance  ·  Flag idea as inappropriate…  ·  Admin →
    • Add the Zip Code data field to the Configuration/Recurring Issues data set

      It would be really useful to add the zip code data field to the Configuration/Recurring Issues data set.

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        0 comments  ·  Recurring Issues  ·  Flag idea as inappropriate…  ·  Admin →
      • Add more fields and categories to the Task Manager for reporting

        I'd like to be able to track hours per person per user-defined field per month as recorded in the task manager. Currently user-defined fields can only be added at the work request level, and this doesn't help my reporting when the work request bounces from department to department in the task manager. Each task needs to be categorized by assignee, labor hours, date, and user-defined task categories.

        1 vote
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Create a database field for Date Labor Hours Entered

          Note Created On is the only field that comes close to Date Labor Hours Entered, but it's never exactly the same. I need to be able to report on labor hours per person per month per location.

          1 vote
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            0 comments  ·  Flag idea as inappropriate…  ·  Admin →
          • I want the engineer to be able to select which issue they want from the list.

            I want the engineer to be able to select which issue they want from the list.

            The link I’m talking about is shown at the top of the View Issue screen. It allows the engineer to self-assign that issue to themselves. The only way I could figure out to make that link show up for engineers was to grant them the “Can Assign Issues” permission which is not exactly what I want either.

            You see I want them to be able to self-assign but not be able to just assign issues across the board. I want that power reserved for…

            1 vote
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              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
            • Allow a date field in the search to use today as a parameter to find open past issues.

              I need to create a report of issues past due. Past due means that I have set a required by date and I want to show a list of everything that is due today and everything that has due dates previous to today.

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                0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
              • Add red/yellow/green color status box next to open issues

                red (team done - waiting on solution approval by issue submitter)
                yellow (stuck on ticket/ additional assistance needed)
                green (working on actively/ no issue so far)

                This would enable teams to get an idea of where team members are on tickets and who has capacity to take on new tickets. We often have tickets that were opened and completed months ago, but the issue submitter hasn't given final approval on solution or continues to make small edits. Therefore, it looks like a team member is swamped with tickets when in fact, they have a lot of free time as they…

                1 vote
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                  0 comments  ·  Status/Substatus  ·  Flag idea as inappropriate…  ·  Admin →
                • Force the Notes field to always align to the left side of the screen

                  If the text is the Description field is a long string of text with no line breaks where it forces the user to scroll to see the entire Description field, then any Notes fields on issues will align to the right side of the page. If the string in the Description field is long enough, the user won't even see that a note exists unless they scroll all the way to the right side of the page.

                  1 vote
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                    0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                  • When users are inactivated, typically due to termination, remove that user from any group they may have been in

                    When users are inactivated you have to find each group they were in and manually remove them. It would be nice to have them removed automatically if they are inactive.

                    1 vote
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                      0 comments  ·  Groups  ·  Flag idea as inappropriate…  ·  Admin →
                    • Allow Email notifications to be associated with IEM mailboxes

                      I would like to associate the email notification emails to be able to be configured differently if the issue came in from different mailboxes. This allows customer service issues to have a different tone than an IT or Facilities issue. Example Subject for IT mailbox - "You issues has been received by helpdesk" Customer Service. - "We have received you inquiry and will respond as soon as possible."

                      1 vote
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                        0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                      • default add comment\note color to red

                        default add comment\note color to red

                        when adding a note would like to be able to set a default color like red so it stand out

                        1 vote
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                          0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
                        • Workflow Permissions change - restrict viewing of tasks

                          Change user permissions so that End Users can be restricted to view only tasks assigned to them and not any tasks assigned to other users for an issue.

                          Ref support issue: https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=107513

                          1 vote
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                            0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                          • Merge Tickets

                            We would like the option to merge tickets, since people don't reply to the original issue e-mail chain. This creates multiple tickets otherwise.

                            2 votes
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                              0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                            • 2 votes
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                                0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                              • Add the customer's name to the report that is displayed when clicking a Count number in the "Available Tasks by Assignee" Dashboard panel

                                Reference https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=107331
                                This customer suggested that the customer's name be added to this report because it's very inconvenient to need to click the Issue number and open the actual issue in order to see which customer is associated with the task.

                                1 vote
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                                  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allowing KB Articles to have an Expiry Date

                                  Allowing KB Articles to have an Expiry Date, and when they expire they become inactive

                                  1 vote
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                                    0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Dynamic KB search field in the SR.

                                    So that I can post KBs to the SR for a standard resolution. This would make it easier for standard resolutions.

                                    1 vote
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                                      0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Double Byte Characters In Emails Received

                                      We receive emails internationally, but when they are received in Chinese, for example, the issue in Issue Trak displays a series of question marks, e.g., ?????

                                      1 vote
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                                        0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Allow modification of password setting email

                                        Currently, when creating a new account, an email gets sent out saying "Your account has been created, click this link to update your password". This email message is pre-determined and not editable. Create an option to edit the text of this message.

                                        1 vote
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                                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Modify Task Text

                                          When the task is assgined in the email, in the Completed column, the current system posts the hot link question "task complete?". It seems a bit silly to ask a leading question and not a direct question. Suggest to replace this with "Click here when task is completed"

                                          1 vote
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                                            0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
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