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Topics started by thisismebb22

4 Topics

thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Automations and Workflows

How to filter tickets on status?

How would one use the filter pane when viewing tickets to see "requester responded"?  I can see it in the tabular view but cannot seem to locate a filter for it.  This would easily allow a view into a question being answered by a requester to proceed with ticket execution.

6
B
Skilled Expert
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in IT Operations Management

on-call schedules

Let me first say I really like this module and has been a cool feature.  A few more tweaks and it would be top notch.So, the responder tab is nice where other groups can be notified easily.  Downfall is that you cannot do it on the mobile app where quick actions take place most of the time for us at least.  It also leaves a gap in who owns the ticket because the second acknowledgement takes no action on the ticket like the first assignee assignment.We also setup custom emails within Fresh to accept tickets.  Our voicemail system emails a copy of the transcribed message to create a ticket, and workflow parses it to elevate to on-call.  We have two functions to the help desk for receiving/routing the ticket that has a metric and another function  to address it.  So, two tickets are created for the distinct function (only one group can be added to a ticket).  You would probably suggest to create a child ticket but once again that is not an option on the mobile app (once again, the place I

0
thisismebb22
Top Contributor
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Ticketing & Agent Productivity

ticket replies or notes setting

By default it appears that only the requester is added to replies or notes on creation.  When "requested for" is identified by a client submission then the "requested for" should also see the reply.  Is this a setting somewhere we are missing?Additionally, it would be helpful the approver could be notified when that process is being used.  This way the client can submit but a liaison could be notified automatically when ticket is updated as well.

1
thisismebb22
Top Contributor
11 months ago
thisismebb22
Top Contributor
thisismebb22Top Contributor
asked in Analytics, Reports & Dashboards

asset to purchase order report or view

The PO analytics seem to give you a view into how many assets are associated with a PO but does not identify them.  Similar for asset analytics... I cannot show the PO associated with the asset.  We need to report on this on many objects related at once and not have to drill into each asset to see the related PO.  In other words we need to see all assets associated with a PO in one pane of glass.

0
thisismebb22
Top Contributor
1 year ago

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