New Feature / Feature Enhancement

New Feature / Feature Enhancement

Submitted by (@guenter.grein)

Configure ticket notifications per Queue

In heterogenious environments it would be helpful if ticket notifications could be configured per queue (similar to escalations) instead of configuring them globally. Some teams are working email focussed others are not. Some teams like to receive an email for every update of a ticket others want as few emails as possible. Ideally there could be a default configuration for all and a dedicated configuration per queue ...more »

Voting

0 votes

New Feature / Feature Enhancement

Submitted by (@ticaminho)

Allow column names to freeze on Ticket Queue Overview

When we have many queues in the Ticket Queue Overview within the Dashboard, a difficulty arises when scrolling down the page to see other queues, as we lose the reference of the names of the columns with the names of the states as they go up. They could add a setting that would freeze this line, this would make it much easier for those who use the Ticket Queue Overview in the Dashboard. Another improvement would be to ...more »

Voting

0 votes

New Feature / Feature Enhancement

Submitted by (@josephmergl)

Delete Attachment from Ticket / Anhänge aus Ticket löschen

German version below: I'm looking for a way to delete attachments from existing tickets that have been sent accidentally to us. Especially with the GDPR, the customers are more sensible regarding this topic. Currently the only way is to delete the whole ticket, in this process the whole communication between the supplier / customer would be lost, too. I want the choice to delete selected attachments. This deletion should ...more »

Voting

10 votes

New Feature / Feature Enhancement

Submitted by (@adrichter)

Enhance search for CI when linking within ticket

If you want to link a config item to a ticket from inside the ticket you can only search for it by - ConfigItem# - Name - Deployment State - Incident State (see CISearchFromTicket.png) It would be nice if you were given the same choice of custom fields just like when searching the CMDB (see CISearchFromCMDB.png). Because right now we always have to open a new tab, search for the CI there and copy over the CI# ...more »

Voting

6 votes

New Feature / Feature Enhancement

Submitted by (@stefan.abel)

status renaming for customer portal

it would be great to rename ticket states for the customer portal.

e.g. a status "waiting for customer" should be called like that in the agent portal, and e.g. "open" in the customer.

use case: many customers don't understand why a status is called "open" when it's open for the agent and not for the customer user. or the status is "waiting" in the agent-portal, so it should be "open" for the customer user.

Voting

2 votes