Feature request: Default Ticket View - Related Items

aftechro

Hey guys,

Another idea here: Can ticket associated with a contact have by default Related Items on the side bar? So if a contact have any associated items: assets, licenses and products, when creating a ticket, they should already be pulled and listed under Related Items

Ideal, if not to much, show as well the status of the related item like:
Asset: LaptopIT123 (show waranty status: Under Warnaty, Expired on (expired date)
License: Exhange Plan 1 M/Y (renewal date)
Lincese: Adobe Pro Teams Y (reneal date)
Azure UPN: jdoe@domain.com
AD: domain/jdoe

Show as many items related to the contact, to for a faster troubleshoot and actioning

This would be so handy each time you dealing with the contact, you'll have all his details ready, rather then asking him for details or open another tab as technician and look for all details. So in case i need to remote into contact's asset, i already have his asset listed, or if email is about the adobe, i can see the license status, or in case contact using SSO, i can see his login type. Hope you see this handy as well 😃

JosephWithCOR

Tapping on the contact name in a ticket brings up a modal with all of the requested information. Control clicking the "More Details" opens everything in a new, very nicely laid out tab / page.

Having some of your above suggestions on the "More Details" page would help to round out the displayed information.

I have multiple users who have an associated desktop, a laptop, a phone, car plus associated equipment (ap's, cameras and printers), and multiple licenses. Your suggestion would introduce way too much clutter because you are asking for all related items to be cataloged and displayed.

If the dev's implement your https://forum.itflow.org/d/1807-feature-request-related-items-to-the-tickets suggestion, this request would make a lot of sense.

Then we could raise a ticket @aftechro 's LaptopIT123 (asset) is having an issue with Exchange Online (Plan 1) (license) and have the relevant information displayed? Dude (#6)…

aftechro

The main point here—based on my experience in our environment—is that technicians often have to handle multiple tasks while on a call with a contact. Here are a few examples:

Asking the contact for their computer name to start a remote session.
Guiding the contact to use their AD credentials for VPN SSO, only to hear “I don’t know my computer username” which forces the technician to remotely access the AD server, search for the contact, and locate their username.
Receiving a call about issues with Microsoft desktop apps—like Teams not working—only to discover the user has an Exchange Online 1 license, which doesn’t support meetings. If the license type was visible on the ticket, the technician could immediately identify the issue, instead of having to check the admin portal on another tab.

I hope these examples clarify the situation. Having key details easily visible in a Quick View panel would allow technicians to respond much faster when needed.

Of course, for this to work, related items as requested in another forum post, would need to be regularly reviewed and kept up to date.

As a suggestion, when creating related items, there could be an option to mark certain ones (e.g., asset name, assigned licenses) for Quick View, so only the most essential information is shown.

While not every ticket will be about a specific asset, showing the asset on other info in Quick View still gives technicians valuable context about the contact.