Link tickets to devices for hardware issue history
Tickets should be linked to either users or hardware or both. Without this, your ticketing system is a glorified TO-DO list.
Linking hardware to a ticket gives the device list a history of issues that the tech can use to further troubleshoot.
PC has had multiple issues with NIC? Now I can see that.
User has had multiple tickets for "how to do XYZ" (ore created user errors) Now I can see that.
RELATIONSHIPS are the key to a database. Not the rows themselves!
5
votes
peter groman
shared this idea
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peter groman
commented
Without this feature, I will not use the "integrated" ticketing system (it is included not integrated), no point since there are so many better non-integrated systems available.