Issuetrak Product Feedback

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  1. Email Event Evaluation before sending out Notification

    Currently email notifications go out based on roles and events that you have selected in the default distribution. This causes multiple notifications on simple actions like adding a note and closing an issue.

    Suggestion:
    - have a process where you can prioritize events over others when multiple simultaneous actions create notifications. Example: prioritize close over note so that when an issue is closed with a note, it will only send out the 'On Close' notification. If an issue escalates and adds a note and closes, perhaps it only sends the 'On Close'.

    1 vote
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      0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
    • Make the Special Function Table as a Custom Message Token for notifcations

      Several customers use the Special Function table to store valuable issue information. Most of our customers that use the Special Function Table would like to include the information from it in their email notifications. I'd like to see a special function token in Custom Messages that adds the first 5 fields from the special function table to a notification.

      1 vote
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        Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
      • Ability to change / modify Escalation notifications

        Ability to change the word / label "Escalations" on the escalation email notifications that are sent out, to another name, label, etc.

        2 votes
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          Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
        • Task updates only need to be sent to users with uncompleted Tasks.

          Customers have reported an hesitancy to use the option to notify users on Notes added with the All Task option of the email notification list. The feature sends copies of notes to all members of the task list even if they have completed their task. I would suggest that Task email notifications on notes only be sent to users who have task assigned to them and are not completed. In addition only one copy of the note should be sent to the users, even if they have multiple tasks assigned to them on the issue,

          2 votes
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            Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
          • Allow Email notifications to be associated with IEM mailboxes

            I would like to associate the email notification emails to be able to be configured differently if the issue came in from different mailboxes. This allows customer service issues to have a different tone than an IT or Facilities issue. Example Subject for IT mailbox - "You issues has been received by helpdesk" Customer Service. - "We have received you inquiry and will respond as soon as possible."

            1 vote
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              Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
            • Ability to change / edit colors for email notification tokens

              Would like to suggest the ability to change and choose the colors for the email notification tokens to make them more noticeable and standout.

              3 votes
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                Received (under review)  ·  3 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
              • Increase the standard 100 max character limit for the outgoing email notification field "To UserID" field

                Currently, there is a 100 MAX character limitation, for the outgoing notifications To UserID field. When manually emailing an issue, we sometimes need to email a copy of the issue to 10 users or more. We input all of the emails, however, we found that not all users receive the emails as only the emails within the first 100 characters are sent out.

                1 vote
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                  Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                • Customize the account lockout notification

                  It would be great if we can customize the message that a user gets, in case his account is locked-out.
                  We should be able to give directions to the users on how they can re-activate the account, so that they don't panic

                  1 vote
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                    Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                  • Option to change 1 hour time-limit of password reset email

                    Currently, there is a 1 hour time out limit for the password reset email that is sent to the users. It would be nice to have an option to change the timeout to something longer.

                    6 votes
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                      Received (under review)  ·  2 comments  ·  Notifications  ·  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 →
                      • 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 →
                        • Provide the ability to set Email notification based on organization instead of system

                          It will be helpful if you can come up with this new feature where we could set the email notifications by organization so they can be more personalized.
                          Example - ORG A users need to get submit/closing emails and ORG B users just need closing emails or does not need any email.

                          1 vote
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                            Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                          • Add the capability to completed tasks through the mobile app.

                            I would be great if it was possible to subscribe or unsubscribe to additional email notifications on an issue. The current system is more roles based than user based.

                            1 vote
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                              Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                            • Allow User Record UDF Tokens in Outgoing Custom Messages

                              In addition to the default tokens already available, add any User Record UDF as tokens so they can be inserted into outgoing email notifications.

                              For instance, when using the "email issue" Event, it would be useful to be able to include User Record UDF fields for external customers who may not have access to the Issuetrak site and rely mainly on email notifications.

                              Submitted from Issue # 96192.

                              4 votes
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                                Received (under review)  ·  1 comment  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                              • A Task reassignment notification to the person or group being cancelled from task.

                                Got one for you guys. I’m thinking if a Task was reassigned to another person or group, an email notification should go out to the cancelled user or group along with the reassigned group. Right now it looks like you have to do it manually.

                                3 votes
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                                  Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                • A way to suppress "ticket closed" Email ti user when closing a ticket

                                  Maybe by holding down SHIFT while clicking CLOSE ISSUE with the mouse?

                                  1 vote
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                                    Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                  • Please do not show the private note option to users who use email issue and do not have the ability to user private notes.

                                    When a user clicks email issue they get a prompt to add private notes to the body of the email or not. Users who do not have the ability to user private notes should not be presented with the option to include private notes. No mater what if the user does not have the ability to view the notes, then the private notes are not added to the email body.

                                    4 votes
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                                      Received (under review)  ·  1 comment  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                    • Ability to adjust the time of day that a task reminder email notification is sent by the system

                                      Add the ability to adjust the time of day that a task reminder email notification is sent by the system. The current distribution time for all task reminder notifications is midnight.

                                      1 vote
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                                        Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Allow Escalation Business Rules to support Tasks

                                        Thank you for contacting Issuetrak Support. Escalation Business Rules currently do not support Tasks. This would be a great suggestion to add though to User Voice.

                                        Ref: Issue #92588

                                        3 votes
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                                          Received (under review)  ·  0 comments  ·  Notifications  ·  Flag idea as inappropriate…  ·  Admin →
                                        • It would be great if we could have a default email distribution list for an organization

                                          Sometimes it would be helpful to set email options based on the organization you belong to. For example for one organization the users only want to receive close emails and no others.

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