Issuetrak Product Feedback

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  1. Status in lists does not say 'Open'

    When clicking on dashboard counts the status includes both 'Open' and substatus. However, when using the My Issues page the status does not include substatus.

    It would help unify the experience if the Status on these type lists just stated substatus because it is already assumed that these type lists only show Open issues.

    1 vote
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      0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
    • Add user to email distribution of an issue on email issue

      A checkbox that will allow you to select whether you want the recipients of email issue added to the distribution list of that issue.

      1 vote
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        Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
      • Have an opiton for an ad hoc due date/time on issues

        We'd like to be able to manually set a due date/time on an issue. This time may vary and could be a few hours or maybe a few days depending on the issue. We'd like a field where we could manually select a date and time as a due date for an update on the ticket.

        Business/escalation rules would not work as we want to be able to set a different date/time for each issue depending on the circumstances of that issue

        2 votes
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          Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
        • See issue type on Unassigned queue

          I would like Unassigned queue to be customizable, in particular I would like to see Issue type and Customer type on the screen.

          1 vote
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            Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
          • Force the Notes field to always align to the left side of the screen

            If the text is the Description field is a long string of text with no line breaks where it forces the user to scroll to see the entire Description field, then any Notes fields on issues will align to the right side of the page. If the string in the Description field is long enough, the user won't even see that a note exists unless they scroll all the way to the right side of the page.

            1 vote
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              Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
            • Merge Tickets

              We would like the option to merge tickets, since people don't reply to the original issue e-mail chain. This creates multiple tickets otherwise.

              3 votes
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                Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
              • add Change/Audit Logs for all actions taken in the application such as changing system settings, deleting issues

                add Change/Audit Logs for all actions taken in the application such as changing system settings, deleting issues, etc.

                2 votes
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                  Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                • Email Issue screen have both "from name" and "from address"

                  When the system emails notifications it uses both "email sender address" and "email sender name" but this functionality doesn't exist in "email issue", which only populates the email address and no field for "email sender name".

                  Please include both "name" and "address" in the email issue functionality.

                  1 vote
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                    Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                  • Make "First Call Resolution" an editable field anytime and not just on the close screen.

                    "First Call Resolution" should be an editable field at any time during the life of the issue, not just on the close screen. This would benefit those of us who set up automation rules for closures because we can click the box when editing. If the issue closes during automation we lose that functionality.

                    12 votes
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                      Received (under review)  ·  1 comment  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                    • Although "First Call Resolution" option exists, it would be nice if there was a way that end users could be solicited for this information.

                      Although "First Call Resolution" option exists, it would be nice if there was a way that end users could be solicited for this information via e-mail on a tickets close.

                      As it stands the "First Call Resolution" option is a great metric but solely based on the honesty system and a ticket closer remembering to check the box.

                      1 vote
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                        Received (under review)  ·  0 comments  ·  Issue Management  ·  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.

                        4 votes
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                          Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                        • Add Save for Later when submitting Issues

                          Add functionality to allow users to save issues they have begun working on for later if they are unable to finish at that moment.

                          3 votes
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                            Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                          • Submit One Issue to Multiple People

                            Would like the ability to go into the "Submit Issue" screen, enter the details of an issue, put multiple (e.g. 3) assignees in the submission screen, and on "Submit" Issuetrak code will parse out the three assignees and submit three separate issues to the assignees.

                            2 votes
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                              Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                            • Child org field

                              IssueTrak allows you to have Parent/Child orgs however if the user isn't licensed then they can't select anything in the org field. Could we possibly have a child org that unlicensed users could use and thus features like sending email to a group could be based upon that field?

                              This would be very helpful in the case where Operations are the licensed users have Sales/Acct. managment as a Customer but obviously Sales/Acct mangement is usually opening tickets for the external customer. Depending on the child org certain people need to be emailed on ticket events and currently there isn't a…

                              1 vote
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                                Received (under review)  ·  0 comments  ·  Issue Management  ·  Flag idea as inappropriate…  ·  Admin →
                              • Show linked issues on the global issue view page

                                Linked issues are shown only after clicking on Global Request Options which is counter intuitive. It should be shown automatically on the view page without clicking on anything.

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