Customizing view of Incident tickets within Problem ticket

9 Comentários

  • Comentário oficial
    Dave Dyson
    Zendesk Community Manager
    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

    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

     

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  • Serge Mucibabic

    Thank you for sharing your thoughts Andreas.

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

    Thanks,

    Serge

    0
  • Gunilla Norling

    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.

    1
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    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

     

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  • Gunilla Norling

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

    0
  • Heather Rommel
    Community Moderator
    The Product Manager Whisperer - 2021

    Hi Gunilla Norling,

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

    Thank you!

    1
  • Sophie Anderson

    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.

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  • Ruth PCL

    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. 

    1

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