Customized Ticket Options
We need the ability to edit, delete, add our own ticket status, ticket priority, ticket impact, ticket type, and product family.
For example, what if I wanted to place a ticket into pending materials, or pending third party.
Then what if we wanted to pull a report of all tickets in said status? or view all tickets currently assigned to that status?
What if we wanted to change the priority and link that to SLA timers. For example, low should be changed to Normal so that the end-users do not think their request/issue is of low priority?
What if we did not want to use the ticket impact at all? We should be able to disable it.
What if we wanted to change the ticket type, such as Issue, Question, Training, Project related. or Misc. Related ?
What if for product family we wanted to add categories, such as hardware, software, networking, telecom, server, etc. etc. etc.
Not having the ability to change per our business needs restricts us from using Atera, therefore we cannot become Atera customer because of the lack of functionality and customization for our own labeling, tracking, reporting.
Sure, we could use custom fields, but the Atera system forces us to use their status, priority, impact, and type still. So, it is useless to create custom fields, in that regard, as we will end up having to do double work, essentially.
Jason Rucker
shared this idea
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Rob Riccio
commented
Looks pretty similar to request Ticket options and a couple others, but this description looks the most comprehensive. The existing priority, impact, and type choices are pretty limiting.
https://atera.uservoice.com/forums/936306-ideas-and-feedback/suggestions/44051331-ticket-options