New incident (from template)
Our Servicedesk uses a lot of templates for quick ticket registration. I have a few questions about that:
- You can use ctrl + F1 or ctrl + F2 to open a new incident form, or new incident from template respectively from within the console. This feature is being used a lot. New incident from template from within the portal is a few clicks away. Could this be made into a task, button, or made accessible through a hotkey combination? The lack thereof is the primary reason that the servicedesk is still using the console rather than the portal.
- When looking for a template, you need to press enter or click the search icon. I’d like to see this changed to autocomplete, or filter as your type as is being done with for instance the affected user field.
- Loading the templates list takes a few seconds every time you click ‘From Template’. Could this be cached?
- The source field is empty upon opening a new ticket. Can this be set to Phone by default?