New Feature / Feature Enhancement

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.

Submitted by (@stefan.abel)

Voting

2 votes

IT Service Management

Change CI incident state from link to CI in a ticket

It would be great if we could change the "Current Incident State" of a CMDB CI when linking an Incident ticket to the item. For example, a hard disk in a SAN fails and we raise a ticket. While linking the ticket to the CI (while creating the 'Incident' ticket), we could change the "Current Incident State" from 'Operational' to 'Incident'. This streamlines the process and helps those of use whose CMDB is effectively ...more »

Submitted by

Voting

12 votes

Development

Unified condition engine

It would be nice to have some sort of a universal condition engine. (like in ITSM change management)

Such unified it could be used to define ACLs as well as change conditions in a centralized way. Workflows could be modeled in a simple way.

One could ether use a GUI (as used with changes yet) ore to define it config style (like the ACL definition today).

Submitted by (@yorfeix)

Voting

4 votes

Development

Changing of state in customer note

I am missing in customer zoom / notes a possibility not to change ticket state. We have allowed change a ticket state by customer, but in the configuration is needed to select which state will be set after customer note, for example "open". It will be better (like in agent interface) to have there state like "-", means not-to-change-state by default and change it by selecting.

Submitted by

Voting

4 votes

New Feature / Feature Enhancement

States workflow

I suggest you implement states workflow. It will be fine to have choice to configure which state will be after another, etc. For example there are four states: new, open, resolved, close. The workflow will be: new -> open -> resolved -> closed and you will not be able to go directly new -> resolved or resolved -> closed. Now it is possible. And one more improvement, it should be useful to have choice which states are ...more »

Submitted by

Voting

16 votes