Upland Software, Inc. | External Support

1. Agent guide
2. Ticket basics
3. Working with problem and incident tickets

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 proble...

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• Upland Software, Inc. | External Support
• Création 18 juillet 2022 19:00
• 2 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Show Problem ticket link in Views

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 w...

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• Upland Software, Inc. | External Support
• Création 18 juillet 2022 13:57
• 3 votes

1. Agent guide
2. Ticket basics
3. Working with problem and incident tickets

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...

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• Upland Software, Inc. | External Support
• Création 10 novembre 2021 22:12
• 3 votes

1. Communauté
2. Feedback - Reporting and analytics (Explore)
3. Problem and Incident tickets - need a way to view the subject and detail of all incident tickets against a problem ticket, or vice versa

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...

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• Upland Software, Inc. | External Support
• Création 7 octobre 2021 22:13
• 8 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Organizing triggers within categories - BULK ACTIONS NEEDED

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...

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• Upland Software, Inc. | External Support
• Création 2 juin 2021 15:12
• 2 votes

1. Communauté
2. Feedback - Ticketing System (Support)
3. Support Needs BCC Option

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 ...

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• Upland Software, Inc. | External Support
• Création 17 février 2021 16:28
• 0 vote

1. Communauté
2. Feedback - Ticketing System (Support)
3. Ability to merge organizations

+1

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• Upland Software, Inc. | External Support
• Création 8 juin 2016 17:33
• 1 vote