We have scenarios where our Account Managers set their out of office on and can only redirect any new case to only one specified user/group. Our issue is, these account managers have several accounts with different backups for each of their clients, which we distinguish by organizations within issuetrak. it would be ideal to have each case reassigned by the Out of Office to the correct back up (user/group) based on the organization value of the issue being submitted.

Thank you.

ITIL Problem Management (best practices) indicates there should be a database of open problem management (tickets) and a list of "Known Problems". A ticket should be able to link to both or either. A known problem describes the problem and a workaround. Linking to it would create a set of metrics of how many tickets were closed using the workaround. Linking to an open problem mgt ticket or db entry can also provide how many tickets were related to that issue.

In general, you should move more toward ITIL processes and ideas.

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

Currently, if we wanted auto assignment times to go overnight, we would need to create two separate rules, like 7:00 PM - 11:59 PM and another one from 12:00 AM to 7:00 AM the next day.

Allow the times to span into the next day within the same rule.

Keyboard shortcuts are combinations of two or more keys that, when pressed, can be used to perform a task that would typically require a mouse or other pointing device. Keyboard shortcuts can make it easier to interact with your computer, saving you time and effort as you work with Windows and other programs. keyboard shortcut to move around the Submit issue page

Allow escalation rules to monitor overall aggregate issue data to alert users of a trend being identified. The escalation rule would allow you to define the condition (ex: issue type = X and Location = Y), define the count trigger (7 or more qualifying issues opened (not OPEN)), and the time period to monitor (user defined input using existing format days:hours).

With the above capability, Issuetrak would now be able to sent out an alert email / text to the appropriate people / groups once 7 or more specified qualifying issues were opened within the defined time period.

Escalation rule improvements

If Issue trak would generate the ticket number as soon as the the Customer Service Rep started generating a ticket it would save time and help to move on to the next customer. Speeding up productivity and helping with the hold times in que.

Ability to automatically asigne "Next Action" assignee in a similar manner to "Assigned To"

Merge our automation features and create a powerful automation feature, where Issuetrak can react to events or issue states and perform an action that was specified ahead of time. Another term for this is "business rules".