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Easy way to filter tickets by support group

Sean_Terry

Sean_Terry Customer Advanced IT Monkey ✭✭✭

May 2018 edited May 2018 in Service Manager Portal Feature Requests

Staff that are in a number of different support groups or use the Active Work page would find it easier if there was a better way to filter their work.

When you filter via the column header it would be better if this included a drop down of support groups within the system (like Assign to Analyst by Group). This current filter when you have to type the name or part of the name isn't great:

Image: https://us.v-cdn.net/6026663/uploads/editor/np/x09wcmzknmf8.png

Alternatively, if you split work by support group like this....

Image: https://us.v-cdn.net/6026663/uploads/editor/nm/s2y588xjcyv2.png

....it would be good if you could choose to filter the support groups via this Support Group box, especially in Active Work. It would be good if the selected support group was highlighted in some way so it stands out. Perhaps if you select the support group from a drop down this would appear next to this box and highlighted in some way.

If anyone has any other enhancements to filtering tickets then I think it would be a good enhancement. We have some teams that have hundreds of tickets so a quick, clear way of sorting or filtering work would be ideal.

3

3

3 votes

Submitted · Last Updated May 2018

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