Issuetrak Product Feedback

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  1. Email Log

    Email logs are currently kept for 3 days for outgoing and 7 days for incoming. The request is that those variables are configurable by the administrator so that logs can be kept for longer or shorter periods of time. The caveat of disk space is understood.

    8 votes
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      Received (under review)  ·  1 comment  ·  Flag idea as inappropriate…  ·  Admin →
    • Capture email header information into IssueTrak

      When incoming email is processed into a new ticket OR a reply is processed into a note of an existing issue, capture the header information in the description or note. This would then show who all received the email and the actual time that it was sent (since our system processes email every 15 minutes).

      2 votes
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        Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
      • Allow reports to prompt the user for 1 or more query value(s)

        Let's say that you have a report written that displays issue data for all organizations using several query filters (step 2). But, you want to run that report and display data for only one organization. Currently, you must create a new report for each separate organization that you want to run the report for. This means coping the query and adding a query filter for each organization.

        Ideally, the report would prompt the user running the report to identify which organization(s) to include in the report. This requires only one query and one report.

        23 votes
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          Received (under review)  ·  4 comments  ·  Reporting  ·  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.

          4 votes
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            Received (under review)  ·  2 comments  ·  Mass Update  ·  Flag idea as inappropriate…  ·  Admin →
          • Prompt - Are you sure you want to leave this page without saving?

            Prompt to save data if data is entered in submit, close, and edit screens if the user navigates away from the page without clicking update, submit, or close buttons. "Are you sure you want to leave this page without saving?"
            This would prevent data loss and making the user have to re-enter data.

            19 votes
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              Received (under review)  ·  0 comments  ·  UI  ·  Flag idea as inappropriate…  ·  Admin →
            • 46 votes
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                Received (under review)  ·  7 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
              • Add "Show Inactive Users" checkbox to Issue Search Page

                Add "Show Inactive Users" checkbox to Issue Search Page for following fields:
                - Submitted By
                - Entered By
                - Assigned To
                - Assigned By
                - Next Action
                - Closed By
                - Project Manager
                - Task Assigned To

                The same way as we have a checkbox "Show Inactive Issue Types
                " next to the Issue Type field on the Search Issues Page

                Currently if you would like to get a list of issues for example submitted by any inactive user, you would have to create and run a query/report

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

                  4 votes
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                    Received (under review)  ·  1 comment  ·  Submitting Issues  ·  Flag idea as inappropriate…  ·  Admin →
                  • Issuetrak calendar/out of office/reminders integration with Microsoft Outlook calendar

                    Integration of Issuetrak calendar feature to work with Microsoft Outlook, so that the Issuetrak "Out of Office" feature, reminders, etc. coincide with Outlook.

                    31 votes
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                      Received (under review)  ·  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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                        Received (under review)  ·  1 comment  ·  API/Integration  ·  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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                          Received (under review)  ·  0 comments  ·  Calendar  ·  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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                            Received (under review)  ·  0 comments  ·  Attachments  ·  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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                              Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
                            • Bring Issues Window to for front whent window is already open

                              This changed after I was upgraded versions to v10 With IE I click on the link on my dashboard of the number of issues it brings up the list of my issues, if I minimize that screen then click on it again, it doesn't bring up the screen, and it used to. SEE ISSUE#100558 with you guys I opened, This is so annoying now, I have to go down to my task bar and find the issues window.

                              1 vote
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                                Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                              • Auto Asign tasks based on Manger attribute in Active Directory

                                I'd like to have the AD sync module pull additional information from a user account such as Manager, Assistant, Secretary, etc and utilize this to build a relationship between a user and their boss, or subordinate. I want this relationship used in the tasks module so an agent can assign a task within a ticket to the submitter boss or subordinate; say for purchase approvals.

                                1 vote
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                                  Received (under review)  ·  0 comments  ·  Tasks  ·  Flag idea as inappropriate…  ·  Admin →
                                • Completed tasks that show in email notifications should also show what the user chose; Yes, No or NA.

                                  Currently, email notifications show "Completed On", but it would be helpful to see what the user chose; Yes, No or NA.

                                  1 vote
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                                    Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                  • 1 vote
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                                      Received (under review)  ·  0 comments  ·  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 →
                                      • When closing a ticket, have an option for the tech to send a survey.

                                        We have a survey sent every 5 tickets closed. We would like the ability to send a survey for a specific ticket.

                                        1 vote
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                                          Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Be able to see who the surveys have been sent to (or by ticket number)

                                          Our survey responses are very low. We would like to see who the surveys are being sent to, by email address or ticket number.

                                          1 vote
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                                            Received (under review)  ·  0 comments  ·  Flag idea as inappropriate…  ·  Admin →
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