Issuetrak Product Feedback

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  1. Add null placeholders for values in reports

    This would allow for an easier time of moving data to a larger chart in order to obtain a bigger picture without consuming the time of manually putting in data and attempting to skip lines as needed.

    10 votes
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      0 comments  ·  Flag idea as inappropriate…  ·  Admin →
    • special function table

      The administrative UI to the Special Function Table needs to be improved to allow search capability for individual SFT records..

      Currently searching for data within the special function table can only be done on the submit issue page. And these searches are limited to the first 5 fields of the SFT.

      While the SFT records can be edited from the submit page; key fields cannot be edited this way.

      A better implementation of this capability would be to provide a search and edit function when managing the SFT through the "admin" tab. All fields should be searchable and all fields…

      4 votes
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        Received (under review)  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
      • allow Organizations to be made inactive the same way users are

        Currently I use Issuetrak to maintain my website customers. Each customer is an Organization. If a customer leaves, and comes back, after i've deleted their Organization, I have to completely re-add the Organization. I wish there was a way to mark an Organization as INACTIVE the same way you can mark users as INACTIVE.

        3 votes
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          Received (under review)  ·  2 comments  ·  Flag idea as inappropriate…  ·  Admin →
        • To be able to add Classes to My Issues

          We have Classes as one of our Fields

          Is it possible to add this to the My Issues Screen

          1 vote
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            0 comments  ·  Classes  ·  Flag idea as inappropriate…  ·  Admin →
          • work week

            Just wondering if there was an option to change the work week to a period, other than the default, Monday-Sunday.

            Take a case where the work week starts on Friday and ends on Thursday- this could be due to scheduling purpose or due to some other reason.

            Here, a Work Request (WR) which was closed on last Thursday is a WR which was closed in the last week, assuming we are pulling the report before Friday.

            Similarly, a WR which has a due date (required by date) falling on this Friday, is a WR which is scheduled for next week.

            1 vote
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              0 comments  ·  Calendar  ·  Flag idea as inappropriate…  ·  Admin →
            • Add a means of displaying SLA severity in IssueTrak generated e-mail subject lines.

              Add the option to include SLA severities within the subject line of IssueTrak generated e-mails so that responders who access IssueTrak via phone can more easily prioritize their work and are more quickly aware of large outages.

              1 vote
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                0 comments  ·  Service Level Agreements  ·  Flag idea as inappropriate…  ·  Admin →
              • Ability to upload Attachments from Issue Submit screen

                The following change would be nice to see in Issuetrak:

                Uploading Attachments from Issue Submit screen vs. Issue View or Update screen is different. Would be nice if this functionality was uniform across the product.

                1 vote
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                  0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                • Add a like it for notes

                  I got the idea from our Slack. Users add what slack calls reactions to comments, typically positive. This is similar to facebook's 'like it' or 'thumbs up' (whatever feature...I don't really use facebook).

                  Several popular blogs/support/community forums do the same thing, where they somehow flag a note/comment/response as "Verified Solution/Workaround/Resolution" stuff like that. Attached are a few examples

                  1 vote
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                    0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                  • Enable Business Substatus Rules to work with Recuring Issues

                    Enable Business Substatus Rules to work with Recuring Issues.
                    Reference IssueTrak Issue #: 97455.

                    1 vote
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                      0 comments  ·  Automation  ·  Flag idea as inappropriate…  ·  Admin →
                    • modify date on note

                      i was updating notes on issues and didn't realize that the time had flipped over to the next day and these are monthly updates (yes bad linda for not doing it earlier). anyway, the date on the note ended up 12/1/16 instead of 11/30/16. i thought i could modify note date but i discovered that i could not. would be nice if that was possible.

                      3 votes
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                        Received (under review)  ·  0 comments  ·  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.

                        4 votes
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                          Received (under review)  ·  1 comment  ·  Issue Fields  ·  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…

                          3 votes
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                            Received (under review)  ·  1 comment  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
                          • 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.

                            3 votes
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                              Received (under review)  ·  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                            • Filter based on body of email

                              Currently you can ignore/filter incoming email based on FromAddress and Subject. I would like to also be able to filter based on keywords in the body of the email.

                              1 vote
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                                0 comments  ·  Incoming Email (IEM)  ·  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.

                                3 votes
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                                  Received (under review)  ·  0 comments  ·  Issue Fields  ·  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.

                                  5 votes
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                                    Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Linked issue details rolling up to Global option

                                    Within in our Organization, the Global issue is our "working" ticket and each linked issue represents the "trouble" tickets. It would be great if there were an option on each Global ticket for the details entered into the linked issues to roll up to global so that we don't have to go into each linked issue to determine if there have been additional details added.

                                    1 vote
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                                      Received (under review)  ·  0 comments  ·  Global Issues  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Ability to customize linked issue settings per Global Issue

                                      I would like to see the ability to change the default linked issue settings per Global. Right now I can only override, which disables all settings. It would be helpful to change those settings per Global issue, dependent upon need.

                                      1 vote
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                                        Received (under review)  ·  0 comments  ·  Global Issues  ·  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.

                                        8 votes
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                                          Received (under review)  ·  0 comments  ·  Dashboard  ·  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.

                                          2 votes
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                                            Received (under review)  ·  0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
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