• Official comment

  Dave Dyson

  • July 07, 2022 02:12
  • Edited

  Hi everyone = Thanks Gunilla Norling for posting to our Product Feedback topic
   
  Since our product feedback topics are where our product team monitors for feedback, I'm going to close this post for comments, I'd like to ask everyone to post your use case information to Gunilla's post here, and upvote it if you haven't already: Customizing view of Incident tickets within Problem ticket
   
  Using our template to format your feedback will help ensure our product team gets the information they need. Thanks everyone!
   
• Andreas Schuster

  • May 09, 2021 10:53

  Hi Serge,

  Can that view be customized. In particular, I am looking to add 'solved' field to be able to see the solved date.

  As far as I know, you cannot edit the columns in this special view.

  In addition to being able to solve all the incidents by solving the problem ticket, we'd like to be able to solve the incidents individually and see the solved date in the view.

  You can simply make a bulk-edit of those tickets you want to solve, instead of solving the Problem ticket. In the organization I work for, we also do it like that and don't solve the Problem ticket right away, because usually there are always some follow-up questions / few tickets arriving afterwards.

  Cheers,
  Andreas

   

• Serge Mucibabic

  • May 12, 2021 15:42

  Thank you for sharing your thoughts Andreas.

  Are there any external apps that can be used (integrated) to address this? 

  Thanks,

  Serge

• Gunilla Norling

  • December 09, 2021 16:41

  When I view the incident list for a Problem ticket I would like to have organization in the list. Requester is ok, but if had to chose i rather have organization. Perhaps ability to customize the list to your own preference would be the best.

  

• Heather Rommel

  • December 09, 2021 17:35

  Community Moderator

  

  I'd like this too! Please post this over in the Feature Requests section so the PMs review it.  Feel free to link it back here so we can upvote it!

  Upvoting the feature requests you're interested in and commenting with your use cases gets the PMs' attention.

  https://support.zendesk.com/hc/en-us/community/topics/1260801325369

   

• Gunilla Norling

  • December 10, 2021 08:49

  Ok, I'm new to this forum, how do I submit a feature request?

• Heather Rommel

  • December 10, 2021 15:37

  Community Moderator

  

  Hi Gunilla Norling,

  The link is https://support.zendesk.com/hc/en-us/community/topics/1260801325369

  Thank you!

• Sophie Anderson

  • May 20, 2022 08:01

  We'd also like to see a column for 'updated', so if we're updating customers separately too we can see if we 'missed' any of there's a large list. Currently on a problem ticket you can see all incidents but no date - this would help for 'at a glance' monitoring.

• Ruth PCL

  • July 06, 2022 16:57

  I'd like to be able to customize this "Incidents view" as well. In particular, pulling in a custom "User ID" field for internal tracking and communication with our backend teams who may not be ZD users. 

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