Issuetrak Product Feedback

Issuetrak’s success relies on tight collaboration with our customers. Tell us, how could we make your life better with Issuetrak?

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  1. Recording open and closing of issue history

    Currently, when an issue is closed, this is recorded on the issue. If the issue is reopened, it is also recorded on the issue however, the closing history is removed. When the issue is closed again, it is then recorded on the issue. I suggest keeping the complete record of closing and reopening the issue to be seen on the issue and in the Issue change log.

    2 votes
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    0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
  2. Enable TrakPC audits to report what external public IP address the asset is reporting from

    We received this suggestion from a customer in Issue 123280:

    Wondering if anyway possible that AssetManagement can have a field added. That is the EXTERNAL (PUBLIC) Ip from where the asset is reporting from

    1 vote
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    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
  3. Ability to make inactive or deactivate a entry for a UDF so that data is not lost

    Currently, when you have numerous entries for a table-driven UDF, etc in order for you to remove it from the list, your only choice is to delete the entry choice. This also warns you that the data will also be lost. We need a way to mark the entry as not active or inactive so it no longer shows on the list but the data is saved to be searched.

    1 vote
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    0 comments  ·  User Defined Fields  ·  Flag idea as inappropriate…  ·  Admin →
  4. Provide the ability to set the site to redirect to a specific page (such as Summary) after a user closes an issue.

    Provide the ability to set the site to redirect to a specific page (such as Summary) after a user closes an issue.

    REF#: https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122858

    2 votes
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    0 comments  ·  System  ·  Flag idea as inappropriate…  ·  Admin →
  5. Provide the ability to change the Subtypes label

    Provide a way to change customize the label for Subtypes to something else, such as Category.

    Ref#: https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122855

    2 votes
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    0 comments  ·  System  ·  Flag idea as inappropriate…  ·  Admin →
  6. make an admin option to allow asset user/asset match or no prematching

    It takes our helpdesk to many clicks to add an asset. We fill in the user info on the ticket then the issue info, then the asset. To fill in the asset, we cannot type in the asset name, we have to click the magnify glass, then clear the search, then search for the asset, and then add. We would have less issues and mistakes if we could just fill in the asset name. Maybe make this an option that can be turned on and off.

    5 votes
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    0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
  7. make an admin option to allow asset user/asset match or no prematching

    It takes our help desk to many clicks to add an asset. We fill in the user info on the ticket then the issue info, then the asset. To fill in the asset, we cannot type in the asset name, we have to click the magnify glass, then clear the search, then search for the asset, and then add. We would have less issues and mistakes if we could just fill in the asset name. Maybe make this an option that can be turned on and off.

    1 vote
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    1 comment  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
  8. Provide the ability to randomize Issue numbers

    For customers in the healthcare industry, it would be helpful to be able to randomize the issue number generated when a new issue is submitted so that external users can't see how many issues a company has.

    REF# https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122709

    2 votes
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    1 comment  ·  System  ·  Flag idea as inappropriate…  ·  Admin →
  9. Please create functionality or create browser plugin/add-in to allow full clipboard contents to import from Office Applications.

    Currently Office clipboard's mixed content containing images do not bring in images and requires re-work to add images to ticket notes. Can you either allow issuetrak to read the office clipboard formatting, or create a plugin or browser add-in that can read that data and convert to the rich text format supported by issuetrak. Grabbing html formatted mixed text and images from a web browser seems to work from a regular webpage without a problem.

    1 vote
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    1 comment  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
  10. change how replies to closed issues are handled

    we have thousands of users. Thousands of Issues monthly. When an issue is closed it is considered a resolved ticket. if a user replies we would like to be able to program Issue Trak so that a new ticket is created. Not update the user so they can reply to a closed item and have that ticket reopen nor have a reply fail as the user is not setup to be allowed to reply to a closed ticket

    1 vote
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    Approved (Timeframe TBD)  ·  0 comments  ·  Submitting Issues  ·  Flag idea as inappropriate…  ·  Admin →
  11. Create actions for tasks

    The ability to trigger actions via the task manager. Examples (Clone issuetrak, next action, send email, etc). Currently the only actions available are Change sustatus, close issue, & cancel all tasks.

    1 vote
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    Approved (Timeframe TBD)  ·  0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
  12. report for user logged into the device in the asset manag. module

    report for user logged into the device int he asset manag. module

    1 vote
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    Under Review  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  13. In trakpc, pull the static IP address of the sim card.

    In trakpc, pull the static IP address of the sim card.

    1 vote
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    Under Review  ·  0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
  14. Make issuetrak reactivate a user who has previously been inactive

    We have a lot of users that leave the district and then return, both teachers and students. We need to have them reactivated in issuetrak when they return.

    5 votes
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    1 comment  ·  Active Directory  ·  Flag idea as inappropriate…  ·  Admin →
  15. Search feature for Business Rules

    Some customers have a large number of Business Rules. When an admin is required to edit some existing Business Rule, it is tedious to click Next through the pages of results especially when the admin needs to edit several rules. It would be helpful if there were a Search feature for Auto Assignment and Escalation Rules so that admins can quickly find those rules without needing to click Next through many pages of results.

    REF# https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122403

    1 vote
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    0 comments  ·  Business Rules  ·  Flag idea as inappropriate…  ·  Admin →
  16. Add an option to set query date filter for > or < conditions a certain number of days.

    Currently when setting a date filter for a query where the condition is >,>=,<,<=, the only option for the Field Value is to set a specific date. It would be useful to give users the option to set the Field Value to a number of days instead, eg: > 7 days old

    REF# https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122334

    7 votes
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    0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
  17. Issue grouping option for As Task Assignee tab under My Issues

    Submitting on behalf of customer:

    Sometimes we have tickets with multiple tasks in one ticket that then show up as separate entries for a single ticket number.
    We would like to group the ticket numbers under a single entry when multiple tasks are assigned for the same ticket to a single user.

    REF#: https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=122299

    6 votes
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    0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
  18. Make the "Show/Hide Notes" link in issues more visible

    Currently, the "Show Notes" and "Hide Notes" link looks like plain text. There is no indication that it is a link. There is also nothing to indicate that it will Collapse or Expand the Notes section. I suggest formatting this link as a Section Header with an arrow icon to indicate if the Notes section is currently collapsed or expanded.

    4 votes
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    0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
  19. Operating System Build Numbers

    Currently TrackPC audits an operating system's build number. However, the reported number is too limited to determine, as an example, the specific version of Windows 10.

    All version of Windows 10 begin with 6.2.9200, which is reported by IssueTrak.

    What IssueTrak does not appear to audit is the numbers following, 6.2.9200 such as .17134 (Windows 10, 1803) or .18363 (Windows 10 1909).

    Being the sole person responsible for upgrading Windows 10 from one version to the next for nearly 400 computers, it would be extremely helpful if I could generate a report to display which assets are which build number;…

    2 votes
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    0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
  20. Allow conditional fields in Custom Screens

    Currently, when creating a Custom Screen, any field added is always visible. It would be nice if we could have a field that is visible only under certain conditions, e.g. if UDF1 == Yes, show field UDF2. This would permit us to only present fields necessary to end users.

    5 votes
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