Topics started by richard.tomlin
Would be very helpful to be able to add private notes when tickets with certain conditions come in, to provide a prompt or link to solution/website/software that the agent will need to resolve. This can be done with Observer, so why is Supervisor and Dispatcher different?
When opening a Change record, can the 'notes' section be set to auto-expand using a FreshPlug? We often use this section to add additional/progression info to a change that is easily missed by supervisors when reviewing changes. Advice would be appreciated! Thanks
Allow Images in Problem NotesArchived
Can we please be allowed to insert images into the Notes that are entered against Problem records? It isn't always suitable for use to put these against the related incidents. Is there a reason that this isn't available and why the formating for this field is different from any other text section?
Can we please have the option to remove any/all software associated with a specific asset pending the next time the discovery agent syncs? This is as we often re-image PCs or mark them for re-imaging meaning that managed software is no longer installed in use and shouldn't count towards the software licenses used. We cannot simply remove the hardware asset itself as we then run the risk of losing track of the device.
It would be nice to see some development to the CSAT section. Ideally if we could add more than 3 options, customise which are positive, add targets for agents etc.Even something as simple as the option to add the CSAT form to a random % of tickets rather than either all tickets, or allowing agents to manually choose when to send.
Hi I would like to start by saying that I think the new 'Project' section is going to be incredibly useful. Quick thoughts however, are that it would be nice to have an option to 'sort' or 'arrange' tasks on the Project Summary. Additionally, the information is there to produce a Gant-style chart which would be useful for a visual representation. Once again, I think this new update is great!
I would like the system to automatically show the latest 2 notes when viewing a change as at the minute we use these to add important details/updates regarding the change and these are easily missed. Maybe this could be done with a Freshplug? In addition, I would like any screenshots pasted into the Change notes to remain and not be stripped out.
Hello When viewing the incident list we would like to be able to filter our custom fields to show ONLY those that have the custom field blank. We have been able to get around this using a dispatcher rule to automatically set our custom fields to the entry 'Blank' but this feels a little dirty. Thanks
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