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DJ Yoder

Beigetreten 15. Apr. 2021

·

Letzte Aktivität 18. Juli 2022

VP, Customer Support Upland Software, Inc. uplandsoftware.com

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KommentarTicket basics

This functionality works fine for us.  However, it doesn't seem that views or reports have any parameters to pull problem tickets that have linked incidents or incidents that are linked to a problem.  Or any ability to report on how many linked incidents any given problem has.  The only visibility into the association is at the individual ticket level.  That added layer of insight is really important for us. Any plans on this for the future or other ways to solve for this other than custom API reports?

Kommentar anzeigen · Gepostet 18. Juli 2022 · DJ Yoder

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Community-Kommentar Feedback - Ticketing system (Support)

Agree, this is a major deficiency for us in incident management.  We've had to create custom fields and manage them manually to keep teams in the loop.  Also for historical reporting, there is no way to report on the count of incidents related to a problem.  or to know if a problem ticket ever even had multiple incident tickets in the first place. 

Kommentar anzeigen · Gepostet 18. Juli 2022 · DJ Yoder

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KommentarTicket basics

When you solve the problem ticket and then choose the option to also solve all associated incidents, it ignores fields on the related incidents that are not yet filled out but are required on solve.  We are ending up with tickets with incomplete field data as a result.  Is this intended (there is no warning that it will override "required field" settings)? Or is this a bug?

Kommentar anzeigen · Gepostet 10. Nov. 2021 · DJ Yoder

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Community-Kommentar Feedback - Reporting and analytics (Explore)

Agree with everyone here, I'm trying to come up with a simple report of a list of problem tickets with a metric column of number of incidents raised against that problem.  Seems like that should be pretty standard report in terms of incident management.  

Kommentar anzeigen · Gepostet 07. Okt. 2021 · DJ Yoder

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Community-Kommentar Feedback - Ticketing system (Support)

Yes!  You severely limit new feature adoption when you don't consider the level of effort for existing users to implement that feature.  In this case, having to manually update 1000+ triggers isn't feasible.  We can bulk deactivate, why can't we bulk "update category"?  Seems like a fairly straight-forward addition to the development cycle before rolling the feature out.  

Kommentar anzeigen · Gepostet 02. Juni 2021 · DJ Yoder

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Community-Kommentar Feedback - Ticketing system (Support)

Hi! Have you ever looked into the problem/incident functionality?  Not sure if it fits your use case exactly without having more details, but my team uses this to post one update that notifies all related incident tickets at once.  No ticket merging and no individual updates or BCC notifications are required.  https://support.zendesk.com/hc/en-us/articles/203691086-Working-with-problem-and-incident-tickets

Kommentar anzeigen · Gepostet 17. Feb. 2021 · DJ Yoder

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Community-Kommentar Feedback - Ticketing system (Support)

+1

Kommentar anzeigen · Gepostet 08. Juni 2016 · DJ Yoder

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