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 »
It would be great to have different service criticalities for different customers.
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 »
It would be great if we had "and", "or", and "exclusive or" for configuring multiple condition sets for a single notification. Based on the conditions, the recipients could be an entirey other set.
It would be great if you can make a DynamicField mandatory/optional via an ACL.
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.
When having the ticket list open with My Tickets, I always see the email text of the first answer I received - after the ticket title. I don't see the text (body) of the last email (neither of the last email I received, nor the last email I sent). Please make it possible to see any later interaction in the ticket. And it would be great to be possible to configure which I would like to see: incoming or outgoing (for me ...more »
Please add the possibility to add subjects, so e.g. if you select a template for a note, the subject is automatically being filled with the text from the template. Then you don't always have to write down a subject.
Please make it possible to change the size of an inline attachment, e.g. when pasting a copied screenshot to the text box. When you past it now, it might be way too big to be useful.
You can copy ACLs, processes and web-services. It seems to make sense to be able to clone or copy other things like Queues, SLAs, Postmaster Filters, and generic agents.