122703 http://uservoice.com/users/122703-mwolfe http://www.gravatar.com/avatar/9615ebe96dc1019fd3bb91ec41472cc2?default=http://uservoice.com/images/icons/default-avatar.jpg mwolfe mwolfe mwolfe 51 22 68344 http://bigwebapps.uservoice.com/pages/3268-new-features/suggestions/68344-add-tagging-to-tickets Such as with flickr and other websites.. if we are having a common issue we can tag a series of tickets with that issue such as "XYZ Database Error 44." Then when we resolve that issue, we can easily ... Such as with flickr and other websites.. if we are having a common issue we can tag a series of tickets with that issue such as "XYZ Database Error 44." Then when we resolve that issue, we can easily view that tag and close out all of those tickets, or look at the other tickets to see what information is common to them all to possibly help diagnose it. Another example would be a tag for "Confirmed bad monitors" - that way we could quickly pull up which tickets need monitor replacements without going into every ticket in the monitors class to see which we have confirmed as actually bad and which we haven't. Allow multiple tags would be helpful. 19 0 3268 New Features general 122703 mwolfe mwolfe mwolfe 2008-11-11T19:52:51Z 2008-11-11T19:52:51Z general 69503 http://bigwebapps.uservoice.com/pages/3268-new-features/suggestions/69503-having-vip-option-on-help-tickets I'd like there to be an option to escalate help tickets for a VIP. If a VIP of an organization calls in a help ticket, it's priority gets escalated by default, and/or be assigned to a technician or ... I'd like there to be an option to escalate help tickets for a VIP. If a VIP of an organization calls in a help ticket, it's priority gets escalated by default, and/or be assigned to a technician or tech pool. This way, a VIP can get help ASAP. 19 2 3268 New Features general 127227 fanzivino fanzivino fanzivino 2008-11-12T16:05:29Z 2008-11-12T16:05:29Z general 75229 http://bigwebapps.uservoice.com/pages/3268-new-features/suggestions/75229-add-date-time-field-for-last-entry-in-a-ticket-to-list-view- Add an optional field in the ticket view that shows the time and date of the last entry in a ticket. This would be helpful for sorting to tell which tickets haven't been tended to recently. We... Add an optional field in the ticket view that shows the time and date of the last entry in a ticket. This would be helpful for sorting to tell which tickets haven't been tended to recently. We work on a site rotation and could use this to quickly tell which tickets we have already worked on for that site on a particular day and which we still need to look at. 9 0 3268 New Features general 122703 mwolfe mwolfe mwolfe 2008-11-20T17:31:20Z 2008-11-20T17:31:20Z general 82733 http://bigwebapps.uservoice.com/pages/3268-new-features/suggestions/82733-allow-technicians-to-transfer-tickets-on-hold-to-new-queue Right now, when a technician transfer a ticket on hold to the new tickets queue it sets the status back to open. We would like to be able to place a ticket on hold and transfer it back to the... Right now, when a technician transfer a ticket on hold to the new tickets queue it sets the status back to open. We would like to be able to place a ticket on hold and transfer it back to the queue. Often times there will be an approval pending or some action that we are waiting on someone to complete before we can do anything further with it. We don't neccessarily need to hang onto the ticket ourselves during this time. 3 0 3268 New Features general 122703 mwolfe mwolfe mwolfe 2008-12-02T19:36:03Z 2008-12-02T19:36:03Z general 138308 http://bigwebapps.uservoice.com/pages/3268-new-features/suggestions/138308-custom-fields-specific-to-class When a user creates a new ticket and they select a problem type, ask users questions specific to that issue and record the responses. This would work best when configurable by the site... When a user creates a new ticket and they select a problem type, ask users questions specific to that issue and record the responses. This would work best when configurable by the site technicians/administrators (as opposed to a generic set of questions across all bigweb clients). It would also be useful to help the helpdesk staff get information that the on-site technicians need. 6 0 3268 New Features general 2009-03-11T14:00:52Z 2009-03-12T17:22:11Z general 2008-11-11T19:44:25Z 2009-06-02T15:07:54Z