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Let's say I start a timer at exactly 2:15 PM, and I stop it at what looks like exactly 2:30 PM. That should be exactly .25 hours, right? Well, apparently timers count seconds too, even though they don't show them. If I really started it at 2:15:01 PM and stopped it at 2:30:28 PM, and we have rounding turned on, it's going to round that up to 30 minutes. It might even say that the time is "rounded to .25 hours" when it ...more »
If I create a ticket from a ticket request in the mobile app, it creates a ticket as expected, but the original ticket request remains in the queue. I have to log into the web interface to go back into the ticket request and merge it with the ticket I created from the request in the app. This introduces a risk that another tech will create another ticket from the same request and we'll be working from duplicate tickets. ...more »
This happens all too frequently. I can work with it when typing up a time entry, because I can save the entry before pausing, then come back later to edit it. But if I'm typing up an email response and I need to pause the timer, I have to copy and paste the contents of the message into notepad or similar before pausing, or else I will lose all of my work. I can't "save" a response without sending it, so this is the only ...more »
When editing ticket information, if you hit "enter" with any of the non-dropdown fields selected (besides the description field), it is the same result as hitting "Delete" and prompts: "Are you sure you want to delete...?" This could very easily result in accidental deletion of a ticket and is far from intuitive form behavior.
When in any list view of tickets, it would be a huge time-saver to be able to check the box on multiple tickets and bulk-assign them to one or more techs. Right now, you can only delete or mark them as complete as a bulk action. More often, I need to assign multiple tickets to the same person/people.
It would be incredible if time entries would auto-save at a set time interval. We typically enter our troubleshooting steps in the time entry as we work, and if we forget to hit "save" or the browser were to crash for some reason before saving, all of that information would be lost. Something like every 5 minutes would most likely be sufficient.