Issuetrak Product Feedback

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  1. Reporting feature to remove duplicates

    Add the ability to remove duplicates in report writer query results. For example if a query is using Issues/Tasks dataset and including the Assignedto field and TaskAssignedTo, allow the report to remove duplicate Issue #s in the report optionally if an Issue is assigned to the same person that tasks are assigned to. Worked with Core Travel tech on this issue and I'm entering this feature request on their behalf.

    7 votes
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      Received (under review)  ·  0 comments  ·  Reporting  ·  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 →
      • Add Last Activity Date on the Task Tab of the My Issues report

        The My Issues page has a tab that shows the task that are assigned and available to be completed by the user. A customer requested that the Last Activity Date be added to the list to show the last time the issue was updated.

        3 votes
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          Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
        • Custom messages for incoming emails from non-users

          Recently there were a couple of instances where a few of our clients sent their request to the incoming email id (we have not created user ids for the clients as we are not using issuetrak for processing client requests).

          May be we can have an Undeliverable notification or a custom reply to go to submitters here who do not have user ids.

          If this reply does not go off, the submitter will think that his request is well accepted by the system and is under processing.

          1 vote
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            Received (under review)  ·  0 comments  ·  Incoming Email (IEM)  ·  Flag idea as inappropriate…  ·  Admin →
          • Make the IssuetrakUser and Webuser accounts both domain accounts to facilitate failover in a clustered environment.

            Make the IssuetrakUser and Webuser accounts both domain accounts to facilitate failover in a clustered environment.

            1 vote
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              Received (under review)  ·  0 comments  ·  Performance  ·  Flag idea as inappropriate…  ·  Admin →
            • Add the Zip Code data field to the Configuration/Recurring Issues data set

              It would be really useful to add the zip code data field to the Configuration/Recurring Issues data set.

              1 vote
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                Received (under review)  ·  0 comments  ·  Recurring Issues  ·  Flag idea as inappropriate…  ·  Admin →
              • Add more fields and categories to the Task Manager for reporting

                I'd like to be able to track hours per person per user-defined field per month as recorded in the task manager. Currently user-defined fields can only be added at the work request level, and this doesn't help my reporting when the work request bounces from department to department in the task manager. Each task needs to be categorized by assignee, labor hours, date, and user-defined task categories.

                1 vote
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                  Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
                • Create a database field for Date Labor Hours Entered

                  Note Created On is the only field that comes close to Date Labor Hours Entered, but it's never exactly the same. I need to be able to report on labor hours per person per month per location.

                  1 vote
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                  • I want the engineer to be able to select which issue they want from the list.

                    I want the engineer to be able to select which issue they want from the list.

                    The link I’m talking about is shown at the top of the View Issue screen. It allows the engineer to self-assign that issue to themselves. The only way I could figure out to make that link show up for engineers was to grant them the “Can Assign Issues” permission which is not exactly what I want either.

                    You see I want them to be able to self-assign but not be able to just assign issues across the board. I want that power reserved for…

                    1 vote
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                      Received (under review)  ·  0 comments  ·  User Administration  ·  Flag idea as inappropriate…  ·  Admin →
                    • Allow a date field in the search to use today as a parameter to find open past issues.

                      I need to create a report of issues past due. Past due means that I have set a required by date and I want to show a list of everything that is due today and everything that has due dates previous to today.

                      1 vote
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                        Received (under review)  ·  0 comments  ·  Reporting  ·  Flag idea as inappropriate…  ·  Admin →
                      • Add red/yellow/green color status box next to open issues

                        red (team done - waiting on solution approval by issue submitter)
                        yellow (stuck on ticket/ additional assistance needed)
                        green (working on actively/ no issue so far)

                        This would enable teams to get an idea of where team members are on tickets and who has capacity to take on new tickets. We often have tickets that were opened and completed months ago, but the issue submitter hasn't given final approval on solution or continues to make small edits. Therefore, it looks like a team member is swamped with tickets when in fact, they have a lot of free time as they…

                        2 votes
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                          Received (under review)  ·  0 comments  ·  Status/Substatus  ·  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 →
                          • When users are inactivated, typically due to termination, remove that user from any group they may have been in

                            When users are inactivated you have to find each group they were in and manually remove them. It would be nice to have them removed automatically if they are inactive.

                            1 vote
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                              Received (under review)  ·  0 comments  ·  Groups  ·  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 →
                              • default add comment\note color to red

                                default add comment\note color to red

                                when adding a note would like to be able to set a default color like red so it stand out

                                1 vote
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                                  Received (under review)  ·  0 comments  ·  Notes  ·  Flag idea as inappropriate…  ·  Admin →
                                • Workflow Permissions change - restrict viewing of tasks

                                  Change user permissions so that End Users can be restricted to view only tasks assigned to them and not any tasks assigned to other users for an issue.

                                  Ref support issue: https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=107513

                                  1 vote
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                                    Received (under review)  ·  0 comments  ·  User Administration  ·  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 →
                                    • 2 votes
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                                        Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                                      • Add the customer's name to the report that is displayed when clicking a Count number in the "Available Tasks by Assignee" Dashboard panel

                                        Reference https://support.issuetrak.com/CSIssue_View.asp?IssueNbr=107331
                                        This customer suggested that the customer's name be added to this report because it's very inconvenient to need to click the Issue number and open the actual issue in order to see which customer is associated with the task.

                                        1 vote
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                                          Received (under review)  ·  0 comments  ·  Dashboard  ·  Flag idea as inappropriate…  ·  Admin →
                                        • Allowing KB Articles to have an Expiry Date

                                          Allowing KB Articles to have an Expiry Date, and when they expire they become inactive

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