Guys, I won't lie. I went through a ton of effort convincing the board that we NEED to update Track-It! from 11.x to the latest and greatest 2019. Then, when doing it, I had stumbles and fumbles trying to get it all working and it's STILL not fully functional but I just don't have the time to drop everything and work on it. Bottom line, I'm not in love and neither are my users and techs.
Here's some questions, hopefully someone can help with one or two.
1. When I'm in a ticket, and I click the "Email" icon at the top, the "To" field is populated with the requester. Great! However, the "Subject" field is blank. OK, someone please tell me how to populate that automatically with the subject of the ticket?
2. When a user submits an update about a ticket, presumably using the self-service portal, I want the technician assigned to that ticket to get an email. Hey dude, you know that ticket you're calling the requester asking for an update about? Yeah, they gave you an update 2 days ago. You didn't know? It's a bad look. GOT to be a way for me to be aware that the requester said "you fixed it, thanks!"
3. When I'm a user and I go into the self-service portal to look at the status of my ticket, the info there is pretty slim. I get this absolutely useless thread of system notes showing me what business rules have been applied to the ticket like "business rule create ticket has created a ticket" and "assigned to help desk" and so forth. Neat, but nobody cares. They want to know who's working on it and what's being done. When I do a thing on a ticket, I add to the "Ticket Notes" field at the bottom. For the life of me I can't find how to make that section visible to the user in the self-service portal. They can see things in the "additional information" field, but I don't put things there. I put things in "Ticket Notes". How do I make that visible to the users in the portal?
4. When I go to add a note to the "Ticket Notes" field, SO MANY icons appear letting me indent, change the font size and color and shape, insert special characters, insert placeholders, add an anchor (what???). Let's say I'm Captain Fancypants and I want to make MY ticket notes be in a specific color and font. How can I set that to be a default for me when I'm logged in? I gotta manually change the font and color every time I add a note?
I got a few more, but let's see if anyone can help with these. I appreciate you all and the time you spent reading this schlock. Hopefully I can beat this version of Track-It! into a thing that we all like to use and I can STOP HEARING ABOUT HOW WE NEED TO GO BACK TO THE OLD VERSION.
I don't WANT TO!!!!