Problem/Incident Views

27 コメント

  • Donald Fontanilla
    コメントアクション Permalink

    I will also like to have add a feature if you have multiple incident tickets linked to a PROBLEM ticket it will show the problem ticket in the customized views. So you can easily see at a glance that there are several incident tickets linked to a problem ticket.

    3
  • John Jennings
    コメントアクション Permalink

    I agree 100%.  We use incidents all the time and it's crazy that we can't have the "last updated" field on the view so therefore can't sort by it.  Zen Desk development, when will this become available?  It's been a problem since we started using Zed Desk a couple years ago and is becoming a deal breaker causing us to look at alternative solutions.  While converting from ZD will be a pain in the neck, it may be worth it. 

    2
  • Justin Lentz
    コメントアクション Permalink

    This is a feature that would be greatly beneficial to our workflow as well. Having the flexibility to see last updated time in the default linked incident view of a problem ticket seems like something that would be beneficial to all users of Zendesk.

    1
  • Kevin Lewis
    コメントアクション Permalink

    I would like to be able to do this from a client/org perspective, but there is no way to bring in the basic child/parent relationships from the problem to the incident. Contextually, I can create views for problems or for incidents, but I can't create an org view that shows me incidents for that one company with problem ticket detail fields alongside the incidents. Seems strange that this parent/child connection would not provide any flexibility. 

    1
  • Jason Ellis
    コメントアクション Permalink

    We would also like to see more sorting abilities on the incident list. Being able to sort by status would be great too.

    2
  • Gabriele
    コメントアクション Permalink

    Same here. It would be great if we could edit the incidents list to show custom information.

    2
  • Sylvain Jette
    コメントアクション Permalink

    I agree, you should be able to see all your problem tickets in a view and be able to sort them by which ones have the highest number of incidents linked to them. 

    2
  • Crawford Philleo
    コメントアクション Permalink

    Yes, please add the ability to customize this view to include custom ticket field data.

     

    Thanks!

    1
  • Thomas M
    コメントアクション Permalink

    This would be incredibly important feature for our organization - the default fields in the incidents view are just totally irrelevant and we have had to spend countless hours finding workarounds that would allow us to see what we need at a glance.

    1
  • Johan Orstadius
    コメントアクション Permalink

    Truly and completely agree. We have between 10-100 open problems at the same time, and the view don't let us see the number of incidents connected to each problem without having to OPEN each and every problem to get the number of incidents connected.

    Just add a new column view, so that we in our problem view at a glance can see the number of incidents to each problem. This can't be that hard to fix.

    Johan

    1
  • Chris Wilson
    コメントアクション Permalink

    I agree with everyone, especially Crawford.  Adding the ability to add custom ticket fields into our Incidents view would be a massive value add for us.

    In our use case, we work with a third party data provider.  Sometimes, a customers account can go into an error state from our data provider (which is why we track problems and related incidents in the first place here)

    We pump in the data about what error state the customer is in at the present moment, so that ideally, when the error has been resolved, that error code is removed.

    If we had 100 folks all with the same error that we're tracking in a Problem, it would be amazing to click into the related incidents to quickly identify which ones the error has been resolved for so we can bulk update them.  I understand this could be accomplish with tags, but that would be a pretty cumbersome work around to tag every incident with a unique tag relating to the specific problem in order to create a separate manual view.

    This is honestly one of the few missing pieces from our current ZD instance to making us super-freaking-human at crushing support.  Please consider adding this small feature request and please feel free ZD admins to contact me if I can be of any help for showing you our use-case and how much impact it would have for us.  Thanks for considering!

    0
  • Heather R
    コメントアクション Permalink

    We would also appreciate more flexibility:

    1) Sortable view of the incidents, particularly by status

    2) "next" button when viewing incidents linked to the same problem

    3) a way to create a view with all incidents linked to a specific problem. Or at least a view that has the option to include the column "Problem ticket" so we can narrow it down to a specific problem that way.

    4) a way to see at a glance not just the total number of linked incidents at the top but how many in each status (3 new, 5 open, 2 pending, 10 solved)

    5) An export link to CSV for the list of incident tickets.

    3
  • Lena Borisenko
    コメントアクション Permalink

    We all really like the problem ticket feature, but it feels like it wasn't built for companies with enterprise clients in mind. We need to see organization on the list of incidents related to a problem. The workarounds are not really reasonable. I am sure others would like to see other fields in that view.

    0
  • Chris Wilson
    コメントアクション Permalink

    We recently created kind of a janky workaround, but it helps us accomplish a lot of what we needed.

    We used the API to extract the 'problem_id' field from an Incident ticket, and then we used a trigger to a tag to the Incident that includes the specific Problem ID when the ticket first becomes an Incident.

    We can then make a custom view with the fields we want to see and include a condition that has that specific tag for that specific Problem that we want to look at all the Incidents for.

    Again, it's a little janky and ideally we'd be able to do this within the standard ZD Problem / Incidents view, but wanted to share just in case that helps others here!

    2
  • Sylvain Jette
    コメントアクション Permalink

    HI Chris
    Great idea. Are you to share the code you use to extract?

    1
  • Chris Wilson
    コメントアクション Permalink

    I wish I could, our engineers cooked it up so I can't actually track down the specific source code they used.

    The field you need specifically is that 'problem_id' field documented here: https://developer.zendesk.com/rest_api/docs/core/tickets

    We then append it to add a tag formatted like "ZD-" + "problem_id" so the resulting tag that we add shows as "ZD-123456" which makes it easy and unique to sort upon.

    The conditions on the trigger we created say when "ticket type changed to Incident" then notify the external target to fire off that little script.

    Sorry I don't have more specifics I can share there, but I hope that helps point you in the right direction!

    1
  • Edouard Madeuf
    コメントアクション Permalink

    Hello.

    We would really love to be able to customize the incident view collumns.

    Export a CSV of it would be very very appreciated too.

    Thanks

    1
  • Ignacio De La Llave Lorenzo
    コメントアクション Permalink

    Some of the ideas here would be very useful for us but at least to have the ability to add some columns to the incident view would already make a big change.

    4
  • Justin Lentz
    コメントアクション Permalink

    It would greatly benefit our organization to be able to customize this view by adding columns. With our current implementation it is not feasible to create separate views and unique tags for each problem ticket that we link incident tickets to. 

    1
  • Lena Borisenko
    コメントアクション Permalink

    Hi ZenDesk Team,

    Can we get an update on this request?  To me it seems like it would not be a very complicated feature to add, but I realize I am no developer.  Thank you!

    Lena

    0
  • Gurunn
    コメントアクション Permalink

    This is also a wanted feature from us ; to be able to see the Problem ticket ID in a column in the view. 

    0
  • Heather R
    コメントアクション Permalink

    Hi all, there is an active discussion around Views located here that I highly encourage you to participate in if you haven't already!

    https://support.zendesk.com/hc/en-us/community/posts/115008480328-Community-Discussion-How-do-you-use-Views-?page=1#comments

     

    0
  • Tobias Hermanns
    コメントアクション Permalink

    I also like that.

    0
  • Rob Baker
    コメントアクション Permalink

    The current incident view associated with problems is not useful for us at all.  Part of using problem tickets for the purpose of platform Incident Management is to assess the scope and impact as well as effectively and efficiently communicate with Customers throughout the problem life cycle.  While the view does currently include the number of incidents linked to the problem, there is no added context such as organization names, Customer segments, and other identifiable info such as at-risk or strategic accounts that can all exist in custom ticket fields to be added to this view if it were allowed.  Being able to export the view would also be very helpful for post-mortem meetings and follow-ups.

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  • Raquel S
    コメントアクション Permalink

    This is also a wanted feature from our side. We would like to be able to add more columns to the incidents view such as requester's language and custom ticket fields.

    0
  • Rob Baker
    コメントアクション Permalink

    Per Chris's note above, having problem_id exposed in ticket data would be nice.  Then the problem views could simply be defined based on that, and controlled outside of the built-in problem view--w/ no API callback + tagging acrobatics.

     

     

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  • Nicole - Community Manager
    コメントアクション Permalink

    Thanks for sharing that additional detail, Rob. We'll continue to collect votes on this idea. 

    0

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