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  1. 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…

    2 votes
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      Received (under review)  ·  0 comments  ·  Status/Substatus  ·  Flag idea as inappropriate…  ·  Admin →
    • Add Task Assigned to Substatus Rules

      Is it possible to add an event for when a task is assigned?

      Currently I can't use the substatus rules for what we want because the Assign event only seems to work for when an issue is assigned to an agent.
      I need to be able to change the substatus when a task is assigned to an engineer.

      1 vote
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        Received (under review)  ·  0 comments  ·  Status/Substatus  ·  Flag idea as inappropriate…  ·  Admin →
      • Allow users to Re-Open tickets via Web Portal

        Allow users to re-open tickets via Web Portal without granting full edit rights.
        We have the ability for users to re-open tickets via email but not the web portal (provided email is configured to do so).

        1 vote
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          Received (under review)  ·  0 comments  ·  Status/Substatus  ·  Flag idea as inappropriate…  ·  Admin →
        • Create an escalation rule based on "Next Action" status

          Would like to have the ability to create an escalation rule based on the "Next Action" status. The only option I have is for the 'Assigned' status.

          2 votes
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