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DJ Yoder

Adhésion le 15 avr. 2021

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Dernière activité le 18 juil. 2022

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

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Dernière activité effectuée par DJ Yoder

DJ Yoder a ajouté un commentaire,

CommentaireTicket 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?

Afficher le commentaire · Publication le 18 juil. 2022 · DJ Yoder

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Commentaire de la communauté 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. 

Afficher le commentaire · Publication le 18 juil. 2022 · DJ Yoder

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DJ Yoder a ajouté un commentaire,

CommentaireTicket 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?

Afficher le commentaire · Publication le 10 nov. 2021 · DJ Yoder

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DJ Yoder a ajouté un commentaire,

Commentaire de la communauté 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.  

Afficher le commentaire · Publication le 07 oct. 2021 · DJ Yoder

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DJ Yoder a ajouté un commentaire,

Commentaire de la communauté 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.  

Afficher le commentaire · Publication le 02 juin 2021 · DJ Yoder

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DJ Yoder a ajouté un commentaire,

Commentaire de la communauté 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

Afficher le commentaire · Publication le 17 févr. 2021 · DJ Yoder

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Commentaire de la communauté Feedback - Ticketing system (Support)

+1

Afficher le commentaire · Publication le 08 juin 2016 · DJ Yoder

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