In addition to several good ideas about enhancements for the ticket console in Smart-IT, I'd like to post this very specific one:
Please, add the 3-tiers of operational categorization to the console filters. Very often people are interested in specific areas which have been specified in the operation categorization of an incident, a change request and so on.
Currently there is no way to filter and display a specific categorization only.
Mid-Tier Change Request
Same information in Smart-IT
No Filter available
As already discussed here
this is not necessarily covered by a SQL query, for many users will not be familiar with that specific syntax.
It is similar to this one: Add Product Name & Product Categorization fields to list of filters in Smart IT Console
Most people simply want so select from a list of predefined fields, quick and easy.
And unfortunately these important fields are missing there.