New Feature / Feature Enhancement

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 »

Submitted by (@josephmergl)

Voting

8 votes

New Feature / Feature Enhancement

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 »

Submitted by (@adrichter)

Voting

6 votes

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

User Experience

customer portal: unread mail

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 »

Submitted by (@stefan.abel)

Voting

2 votes