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. Allow Menu Options filtered to Organizations/Groups rather than all or nothing

    In Administration>System Settings>Menu Options>Add allows you to create a Menu Label, Menu URL, Display, and is Active box.

    Currently, when I create a Menu and attach a URL, it is accessible/displayed to all current users including in house staff and our customers.

    I would like a (Restrict to) filter similar to how Quick Picks are filtered to Organizations and Groups. That way we can have internal sites we often use added to the menu that our customers don't need to see and our customers could request to add their internal sites for productivity purposes.

    1 vote
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      0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
    • Issue Change log visibility without a license

      Allow the Issue Change log to be a selection on the user or template permissions rather than only available to licensed users.

      1 vote
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        0 comments  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
      • 1 vote
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          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • Hardware change alerts

          Send alerts when hardware of an audited asset has changed. This would be for RAM, Hard Drive, and other hardware changes.

          1 vote
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            0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
          • Email case and private notes prompt

            The email case functionality within IssueTrak is ambiguous when prompting if private notes are to be included or not. Agents just tend to click OK, as it is the default button, and this is bad as it would send private notes to the end user.

            Could the message box be changed so that the OK button, the default, DOESN'T send private notes and the user has to consciously press the other button if they want to send private notes?

            Private notes being sent to the end user accidentally could be a very big issue. We have to train people heavily…

            2 votes
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              1 comment  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
            • Asset Management item display on My Issues Overview

              At times you will have a lot of open issues to do the same thing to multiple computers. Example: "Clear out local temp files" on 50 computers. Unless you put the computer name from the asset record in the title, there is no simple way in the overview/my issue screens to know which computer without opening the issue.

              Using above example, I send 2 people around the office and they hit 35 of the 50 computers and wrote down which computers they did. Now I want them to close only the ones completed so we see what is left. They…

              1 vote
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                0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
              • Add the capability to completed tasks through the mobile app.

                I would be great if it was possible to subscribe or unsubscribe to additional email notifications on an issue. The current system is more roles based than user based.

                1 vote
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                  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                • Add the capability to completed tasks through the mobile app.

                  Once I complete all of my task responsibilities on a process or workflow I no longer need to receive any email notifications regarding this issue. Can we provide a way to unsubscribe to these notificaitons.

                  1 vote
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                    0 comments  ·  Mobile  ·  Flag idea as inappropriate…  ·  Admin →
                  • Add a field on issues to show quick pick used

                    There is currently no way to determine which quick pick was used when an issue was submitted. Adding this as a field to the database would be helpful in managing quick picks.

                    2 votes
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                      1 comment  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
                    • Deactivate quick picks

                      Adding a method for deactivating quick picks would be extremely helpful. When workflow changes, there's no way to prevent users from selecting old/outdated quick picks. Old/outdated quick picks also clutter up the dropdown list and make the application harder to use.

                      1 vote
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                        1 comment  ·  Quick Picks  ·  Flag idea as inappropriate…  ·  Admin →
                      • Add Issue last Status and Substatus change date/time

                        Add a date/time field fro bot status and sub status last change date time. This would allow us to report on issues that have not changed status in x days.

                        unfortunately the last activity date changes when notes are added therefore it does not accurately represent how long an issue has had the current status/substatus.

                        Support was unable to find a way to use the change log to accurately get us a list of issues that were pending since for more than x days using the change log.

                        2 votes
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                          0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                        • Allow User Record UDF Tokens in Outgoing Custom Messages

                          In addition to the default tokens already available, add any User Record UDF as tokens so they can be inserted into outgoing email notifications.

                          For instance, when using the "email issue" Event, it would be useful to be able to include User Record UDF fields for external customers who may not have access to the Issuetrak site and rely mainly on email notifications.

                          Submitted from Issue # 96192.

                          1 vote
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                            0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                          • Add a single task on response of Yes/No/NA

                            Currently you can only add task groups to the response of Yes/No/NA tasks. If you need to add a single task for one of the responses, you need to create a task group, then add the task to the task group, then add the task group to the task response.

                            It would be easier to add either a new or existing task directly to the task response without having to go through the task group.

                            2 votes
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                              1 comment  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                            • Enhance Task Group Functionality

                              It would be better management of task groups if we were given the ability to just build one task group where if the next task within a list of task in the group is chosen no or n/a that this is marked off for chosen task within that group to be auto-populated the same instead of having to make task groups based off of the answer of Yes only.

                              1 vote
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                                0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                              • Add a feature to process incoming emails as private messages

                                Either as a flag in the subject line or as a new feature on the incoming mailbox administration function.

                                1 vote
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                                  1 comment  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                                • Allow sub tasks under a higher task, similar to an expand/collapse idea.

                                  Many times we have to fix an issue in multiple release levels. We would love the ability to expand and collapse a set of task. When the expanded set of task are completed the higher level is automatically marked. We do not want to track each fix level with a different IT number. We like that same number to travel with it but the Task Manager can end up with 50 tasks.

                                  I have attached a sample of what we have and what I am envisioning.

                                  1 vote
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                                    0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Password Policy to prevent use of previous passwords

                                    For example,

                                    Users are not allowed to use their previous five passwords.

                                    Related Issue # 96086.

                                    1 vote
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                                      0 comments  ·  Security  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Allow Administrators to edit the Submitted Date of a submitted Issue.

                                      With the "Can modify submitted date when submitting Issues" permission, Users can modify the Submitted Date but provide another Administrator permission to also allow editing after the Issue has been submitted.

                                      1 vote
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                                        0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Remove the 'E' once an escalated ticket has been acted on

                                        The red 'E' in the issue list that you open from the dashboard tells us the ticket has been escalated. However, once a ticket has been acted upon, this E is somewhat irrelevant. We'd like to see the E only for tickets that have been escalated & not yet updated.

                                        4 votes
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                                          0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Automatic refresh on issue list that is opened from the dashboard

                                          We use the issue list that is opened from the dashboard and keep this page up all day long (ex: Tickets next actioned to a particular person). The issue list page has to be manually refreshed to see updates. We'd like to see this page automatically refresh every 5 minutes or so.

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