Issuetrak Product Feedback

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  1. Allow UDF fields to remain on search issues

    We would like to be able to add a UDF to a searchable issue and have it remain there as a constant field so it does not need to be added each time we need to createa search on that UDF.

    1 vote
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      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • Enable the modification of required fields in custom screens.

      When establishing end users, there are some fields that they shouldn't see. We prefer that our end users not see the severity or priority capability.

      This functionality should be available to the Agent role only.

      1 vote
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        0 comments  ·  Custom Screens  ·  Flag idea as inappropriate…  ·  Admin →
      • Closed email ticket is confusing to our Submitters.

        Closed email ticket is confusing to our Submitters. When I close a ticket they get an automatic response that is contradicting. It has them scratching their heads in confusion.....Please see the image.

        1 vote
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          0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
        • 1 vote
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            0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
          • Pop up time entry to complete tasks - make this customizable

            System Settings > "Activate Pop Up Time Entry"
            Would like the ability to set a default time setting and adjust field names.

            1 vote
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              0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
            • Merge multiple reports into one email using report scheduler

              Add the ability to merge several reports into one report that can be scheduled to send to a user. I have 3+ reports that need to be sent out to a select group of employees on a weekly basis (same day of the week). I do not want to send 3 separate emails to each user with an attached excel file. It would be ideal to be able to schedule 3 or more report attachments to be sent out in one email.

              1 vote
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                0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
              • Group related queries and reports similar to a folder/file structure - drag and drop

                We have long lists of queries and reports. It would be ideal to be able to drag and drop related queries and reports into a folder to organize them, similar to a Windows Explorer folder/file structure. Having to scroll through a really long list of queries and reports that are listed alphabetically can be cumbersome.

                1 vote
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                  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
                • Ability to select from Quick Picks in Mobile App

                  Add the ability to select from Quick Picks on the Mobile App. Our company currently does not use the mobile app as our quick picks are unavailable to select from, and all of our custom screens use quick picks.

                  1 vote
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                    0 comments  ·  Mobile  ·  Flag idea as inappropriate…  ·  Admin →
                  • Separate permissions - Can delete issues and issue related attachments

                    At present, the permission to delete Issues and delete related attachments are combined into one permission. Requesting that these permissions be separated. I have several employees call me and ask for me to delete an attachment for them as I have elected not to provide this permission so that an issue/incident does not get inadvertently deleted.

                    1 vote
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                      0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                    • allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

                      allow users to reply to the tickets to modify the tasks.(Yes, No, N/A)

                      1 vote
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                        0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                      • Although "First Call Resolution" option exists, it would be nice if there was a way that end users could be solicited for this information.

                        Although "First Call Resolution" option exists, it would be nice if there was a way that end users could be solicited for this information via e-mail on a tickets close.

                        As it stands the "First Call Resolution" option is a great metric but solely based on the honesty system and a ticket closer remembering to check the box.

                        1 vote
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Unassigned Queue based on group membership

                          We have multiple IT groups supporting their local offices. We can certainly add multiple incoming email to submit tickets in issuetrak but we can see everyone's unassigned tickets. It would be beneficial if we can restrict unassigned queue view based on issuetype or department.

                          1 vote
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                            0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                          • Add ability to create a brief description while attaching a file

                            When adding an attachment to a case, it would be beneficial if we could add a brief note along with the attachment. This could describe the attachment or serve as a description field as to why the attachment was added.

                            1 vote
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                              0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                            • Create email reminders for pending tasks

                              When a task in a list is assigned to an individual and it has not been completed, there should be settings in IssueTrak that will send email reminders to the task assignee to complete the pending task. These should be customizable in regards to the frequency email reminders are sent and the custom message contained in those reminders.

                              1 vote
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                                0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                              • Ability to add several organizations to one user

                                Please refer to Support Issue # 98390.

                                1 vote
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                                  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                                • I would like to be able to Close Multiple Issues at the same time without having to link them globally or using Mass update.

                                  I want to be able to select multiple issues from a list - typically assigned to me. And close them all with the same close information (reason, etc).

                                  I want to be able to manually select the multiple issues, not be forced to make them global as that process is too slow.

                                  1 vote
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                                    1 comment  ·  Mass Update  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Allow drag and drop to create global issues and linked issues.

                                    I would like to create a global issue by selecting multiple issues from the current view - typically issues assigned to me (either by using a new check box field to select the row, or holding the CTRL key to select multiple rows). Then dragging those rows on to another Issue number. This would make the issue dragged onto global, and link the one's dragged to it.

                                    1 vote
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                                      0 comments  ·  Global Issues  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Ability to automatically include attachments to e-mail notifications (Upon Submission or Issue Assignment)

                                      Our end users and vendors only user e-mail to submit and update issues. When we get e-mail alerts regarding new issues or when we assign issues, the e-mail alert recipients do not get copies of the issue attachments unless we 1) View the Issue, 2) Select "Email Issue" and 3) Select "Include Attachments".

                                      1 vote
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                                        0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Implement ITIL "compliant" problem management

                                        ITIL Problem Management (best practices) indicates there should be a database of open problem management (tickets) and a list of "Known Problems". A ticket should be able to link to both or either. A known problem describes the problem and a workaround. Linking to it would create a set of metrics of how many tickets were closed using the workaround. Linking to an open problem mgt ticket or db entry can also provide how many tickets were related to that issue.

                                        In general, you should move more toward ITIL processes and ideas.

                                        3 votes
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                                          0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Location of new tasks for Yes/No/NA tasks: not at end of list!

                                          When I click on a yes/no task and a new group of tasks is added, it goes on the end of the entire task list. But I really want them to appear right under the Yes/No task I just clicked so they stay "in context". It is painful to manually move them, but I would be satisfied if I could drag and drop them into the right order. Those little arrows that I have to click 10 times to move it are a bad answer.

                                          6 votes
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                                            1 comment  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
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