Issuetrak Product Feedback

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  1. More Conditions for Substatus Rules

    Allow additional conditions for Substatus Rules, such as Organization to add more flexibility.

    For example, having the following would help create a trigger when their internal Agents from a particular Organization, Department or Group triggers an Event:

    Issue Event: Add Note
    When Substatus Equals: Customer Response Received
    (NEW) Group: Internal Agents
    Set Substatus To: Pending Customer Action

    This would allow their designated internal Agents to automatically trigger the Substatus to "Pending Customer Action" when they add a note, while preventing the Submitter from triggering the same Substatus Rule.

    Reference Support Issue: 104286

    1 vote
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      0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
    • Have the Out Of Office event be capable of reassigning to different users based on the organization set in cases, or any other variables.

      We have scenarios where our Account Managers set their out of office on and can only redirect any new case to only one specified user/group. Our issue is, these account managers have several accounts with different backups for each of their clients, which we distinguish by organizations within issuetrak. it would be ideal to have each case reassigned by the Out of Office to the correct back up (user/group) based on the organization value of the issue being submitted.

      Thank you.

      1 vote
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        0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
      • The Billing Module Database and Issue Database needs to be 1 Database

        I'm trying to understand how many open issues are in the system that have no notes or any billing module activity. This will tell me how many open issues we have in which our tech has done absolutely nothing with. Why the data set Billing Line Items/Work Orders does not allow for "null" Billing Module info I do not understand. This is the Dataset I need, but I need it to pull in blank billing module info if the issue is filtered as open in the query. Hope this makes some sense. Need a fix ASAP. It's making it difficult…

        1 vote
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          0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
        • Dashboards that include all issues for an specific Organization

          It should list both Open and Closed Issues.

          1 vote
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            0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
          • Options to turn off x-axis labels

            Allow an option in the dashboard to turn off the label of the x-axis on graphs. Or allow options to go back to 9.3 style dashboard settings

            1 vote
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              0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
            • Support for Safari browser

              Issuetrak should support Safari browser.

              2 votes
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                1 comment  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
              • 1 vote
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                  0 comments  ·  User Defined Fields  ·  Flag idea as inappropriate…  ·  Admin →
                • When submitting an issue and selecting their asset they should see assets assigned only to them not the entire organization.

                  When a user is submitting an issue and they are selecting the asset that has the issue it should only search for assets assigned to them and not any other assets. This will make it easier for the user to select the proper asset. Otherwise the user might not select the correct asset and our issue history for that asset will be incorrect.

                  1 vote
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                    0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                  • 1 vote
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                      0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
                    • 1 vote
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                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                      • Groups- the "View/Maintain Member List" option is hard to find.

                        Page: Admin_GroupEdit.asp

                        The "View/Maintain Member List" option is tough for new users and new administrators to find. The link needs to stand out on the page a little more than it does.

                        The link is located in the middle of the group edit page between the group record information and the permissions list. This makes it kind of hard to see, especially for new administrators.

                        I think it would be easier to find if it were a little larger and/or bold, or if it were a button instead of clickable text.

                        1 vote
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                          0 comments  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
                        • Scheduled Reports- make the "add recipient:" link stand out a little more

                          Page: RptSchEdit.asp

                          The "add recipient" link doesn't stand out. Our customers have a hard time finding the link when they create scheduled reports.

                          Instead of clickable text, I would like to see that as a button.

                          1 vote
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                            0 comments  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
                          • add logging/reporting for all logins and failed login. Addtionally add logging for password reset requests including IP addr

                            Add logging/reporting for all logins and failed login. Report could be emailed or downloaded then imported into a SIEM. Additionally add logging for password reset requests including IP address that requested the password reset.

                            1 vote
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                              0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                            • Ability for MAC users to use AD SSO

                              It would be nice for MAC users to have the same experience and have the ability to use AD SSO.

                              1 vote
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                                0 comments  ·  Active Directory  ·  Flag idea as inappropriate…  ·  Admin →
                              • Email Issue screen have both "from name" and "from address"

                                When the system emails notifications it uses both "email sender address" and "email sender name" but this functionality doesn't exist in "email issue", which only populates the email address and no field for "email sender name".

                                Please include both "name" and "address" in the email issue functionality.

                                1 vote
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                                  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                                • UserID is not found when logging in or resetting a password

                                  If UserID is not found when logging in or resetting a password it should inform the user.

                                  5 votes
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                                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Need a forgot UserID link on the login screen.

                                    Need a forgot UserID link on the login screen. This is usually standard for most internet login pages.

                                    5 votes
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                                      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Send userID in user creation email

                                      Currently, when a user is created and sent a link to set their password, the email does not inform them of their userID. This makes them contact their support team for their userID. This is not a good practice and causes extra work and headache.

                                      4 votes
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                                        0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • 1 vote
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                                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • To please bring back Courier New font, or any other font that will nicely format AS400 data into the ticket. Also, can you add some emojis?

                                          To please bring back Courier New font, or any other font that will nicely format AS400 data into the ticket?

                                          3 votes
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                                            0 comments  ·  Rich Text Editor  ·  Flag idea as inappropriate…  ·  Admin →
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