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. Merging issues when there are duplicates or more than one customer

    A easier/faster process for merging issues that have attachments. The current process is ridiculous and too time con

    1 vote
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      0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
    • Ability to filter incoming email by group

      We would like to have the ability to put restrictions on the incoming email ticket creation component of Issuetrak. Specifically what we are trying to accomplish is to allow everyone to still add notes by replying to ticket emails but I only want a specific subset of users to be allowed to create tickets using email.

      1 vote
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        0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
      • Allow images sent in an email to be appended in the notes.

        Images that are in the email are added to the issue as attachments, rather than being appended to the notes. There are times when a customer adds the image in the email, makes no reference to it because it's right in the email so we don't even know to check the attachments for the image. See ticket 100438.

        1 vote
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          0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
        • Import iCal file into IssueTrak for Holidays or agent time off

          Since Outlook integration is not happening yet, the ability to manually export an iCal file from an outlook calendar and import it into IssueTrak would be functional. The goals would be to educate IssueTrak an entire list of holidays to add to the hours of operation, or to adjust ticket times for an agent who is out of the office for a day or more.

          1 vote
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            0 comments  ·  Calendar  ·  Flag idea as inappropriate…  ·  Admin →
          • Site's use of Google API hindering access for China-based associates

            Associates in China have issues accessing the Issue Trak site due to the use of the Google API by the site. The great firewall of China blocks any sites that use this API. Could we have a "mirror site" set up for our China users that does not use the Google API? They are able to access sometimes and eventually... but not always. It would greatly increase their productivity if they didn't have to keep waiting for the site to load or find other ways to get to it.

            1 vote
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              1 comment  ·  API/Integration  ·  Flag idea as inappropriate…  ·  Admin →
            • We would like to see Issue Trak users automatically "activated" instead of having to do it manually.

              We use AD to integrate with Issue Trak. We frequently deactivate and subsequently activate users in our AD infrastructure but once the itrak sync flags the user as "deactivated" it does not automatically "reactivate" the user once we do in AD.

              2 votes
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                1 comment  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
              • When you click “Add Note” the cursor should automatically get set to the Note Memo box.

                Cursor should get set to the Notes section when you click on Add Note

                2 votes
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                  0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
                • Would like the ability to use different screens based on Issue sub-types.

                  We have begun using the subtypes extensively, but the screen is driven by the Issue Type only. We would like the ability to have different screens per subtype.

                  1 vote
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                    0 comments  ·  Issue Types  ·  Flag idea as inappropriate…  ·  Admin →
                  • Have the text editor in the portal accept same input text as email

                    Do not remove text from the input fields on the portal that is allowed to be sent via email. Additionally, do not remove text that was sent via email when the description is edited.

                    Sample of text that is being remove alert(

                    Example:
                    Input:
                    Take a look at the alert(at the top of the screen)

                    Current Resulting Behavior:
                    Take a look at the at the top of the screen)

                    2 votes
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                      Received (under review)  ·  0 comments  ·  Issue Fields  ·  Flag idea as inappropriate…  ·  Admin →
                    • allow users to add attachments when adding a new note into a case

                      When we are updating cases with notes, there should be an option to attach files at the same time (much like this site does when creating a new suggestion). That way, we don't have to update case notes first, then go back and add an attachment afterwards.

                      2 votes
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                        Received (under review)  ·  0 comments  ·  Attachments  ·  Flag idea as inappropriate…  ·  Admin →
                      • Create an option for the Project module to automatically assign Project ID's.

                        Add a setting for the projects module so when a new project is created it automatically generates a new project ID. Or appends a generated sequential number to the project ID.

                        1 vote
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                          Received (under review)  ·  0 comments  ·  Projects  ·  Flag idea as inappropriate…  ·  Admin →
                        • Restrict users from seeing "Issue Type" on work order submission page (i.e. See Quick Pick only)

                          In our department we have created custom screens for all Quick Picks and have setup our rules and assignments accordingly. We would like to restrict most users from seeing Issue Type altogether during the submission of work orders. The end result would be when a certain user template type goes to the submission page, they would only see the Quick Pick drop down.

                          3 votes
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                            Received (under review)  ·  1 comment  ·  Submitting Issues  ·  Flag idea as inappropriate…  ·  Admin →
                          • Track PC to Capture Driver Info example Intel Ethernet Connection, Driver Provider, Driver Date, Driver Version

                            Track PC to Capture Driver Info ( more info from Device Manager)
                            example
                            for Intel Ethernet Connection,

                            Provide Driver Provider, Driver Date, Driver Version

                            1 vote
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                              Received (under review)  ·  0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                            • Allow an option to designate required fields when adding/editing Articles.

                              This would help force Article authors/editors to apply a "Restrict-To" permission for example as articles are added. This can help remind authors to review the permissions and help prevent from being published that are meant to be restricted.

                              See 99657.

                              1 vote
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                                Received (under review)  ·  0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                              • Make available the "Restrict To" options while adding a new Article.

                                When adding a new Article for the first time, the "Restrict To" options are not available. Even if marked Private, this can still make the article visible to Users with that permission. Currently the article has to be created as a placeholder first, then later edited to implement the "Restrict To" permissions. This makes it a 2 step process.

                                See 99657.

                                1 vote
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                                  Received (under review)  ·  0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                                • 1 vote
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                                    Received (under review)  ·  0 comments  ·  Knowledge Base  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Update the "User Information" section when the assigned User information is updated.

                                    Currently when a User account is updated, the related fields under the assigned asset's "User Information" section is not updated unless the User is manually re-assigned the asset.

                                    Reference 99491.

                                    1 vote
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                                      Received (under review)  ·  0 comments  ·  Asset Management  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Insert note link in email notifications

                                      The ability to add a link directly to a new note field within an issue. This is a bit more detailed that just viewing the issue as we can do currently.

                                      1 vote
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                                        Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Dashboard graphs should include all agents with 0 open tickets.

                                        The dashboard graphs should have an option to include all agents and not just the agents with open tickets.

                                        1 vote
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                                          Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Create a User Permission History table for Audit purposes

                                          Create a new table User Permission History that stores a log of User Permissions.

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