idea
108 Topics
How to cc users on incidents
I have users that will email the support email address and cc someone else. Let's say Matt emails support but cc's Jim. Well Matt gets all the email correspondence because he is the incident owner. To Jim it looks like Matt put in a support case and hasn't heard back. How do I make it so that Jim will get the updates that Matt gets?Solved
Link Multiple Customers to an Incident
I would love the option to link multiple customers to an incident. Currently, you can only link one customer - any other customers who need to be updated or notified of the resolution have to be added to the External Watchlist, which seems like a backward way to do it. Why can't we simply link additional customers to an incident? Thanks for considering, Mike
Allow Merging Incidents into a Single Incident
Many of the Incidents I receive are actually duplicates of identical incidents (although they may involve different Customers in the same Company). For example, I received several tickets on a wireless issue at a company from several Customers. Resolving the wireless issue resolved all of the tickets. Instead of having to respond and enter resolutions for all of the tickets, I would have preferred to merge the tickets into one, and make one response. I could see this being implemented several ways, perhaps the easiest of which would be to have the system create a "master" incident to which all of the "merged" tickets point. When anything is done on the "master" ticket, the action is communicated to all of the original incident tickets. When the "master" incident is closed, the child incidents would be closed as well. Optionally, the merged tickets could be replaced by a newly created single ticket (although there may be some database issues in this regard). Combined with the suggestion I made in a separate "idea," that of allowing multiple Customers to be assigned to a single incident, this would be a very powerful feature.
Group by: Service
Hi all, It's long been an issue for us that, although we're able to group by several options, we're unable to group by service. Is there any way this could be implemented? It would help us a great deal as we have to work with several customers that regularly log tickets with us. These are the options we have thus far: I'd be keen to hear your thoughts here, Kellyi have created report/queue to contain specific fields but emailed or csv does not contain the same fields
due to diversity of our help desk department, we have created several services each with specific fields that the customer needs to fill in. I have created a report for one particular service and it runs fine to the screen. when I ask for an emailed copy of the information so that I can search and sort the info, the email does not contain any of the fields I have selected (at least I am not seeing them and there is no option to scroll to the right for any further information). the same occurs when I schedule the system to email me. I can get all my information if I manually select "export to csv" and then select the "include additional fields". I feel that I should not have to do this every week that I need this report3.2KViews0likes4Comments
