Ticket queue auto refresh

Idea ID 2755014

Ticket queue auto refresh

When we are monitoring some queue for new indictments (for example, it could be also changes or problems) the only way to see that there are new tickets added to it (except notifications via mail) is to refresh the page in the browser. It will be nice if this can be done via some sort of auto-refresh at some predefined period of time, so we can see queue changes in nearly real time.

10 Comments
Micro Focus Expert
Micro Focus Expert
Status changed to: Waiting for Votes

Thank you for sharing your idea! It’s open for comments and kudos, and we’re looking forward to input from the community. Once there is enough community traction, it will be further reviewed by the product team.

Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

This is an important requirement for one of my customers. This is due to the large volume of calls that the ServiceDesk processes coupled with aggressive SLO and seeing an upto list with the relevant filters applied is critical for them to determine they are working on the most important ticket, which could be one that has just be raised.

Admiral
Admiral

Another common scenario for our customer is that the operators are working on the same request list with unassigned requests. Operator A press the “assign to me” button in the request list, and since the list is not auto refreshing, the operator B don’t see that the request is already assigned to operator A, and operator B press “assign to me”. This is very frustrating for the operators.

Lieutenant Commander Lieutenant Commander
Lieutenant Commander

This would indeed be a great idea. I particularly agree with @Sissel presented usecase, often encountered in level 1 support teams where the number of requests is sometimes overwhelming.

Commodore Commodore
Commodore

At the moment the option is to use for example Firefox Add-Ons and this is somewhat odd for this level of Enterprise product. Should definitely be implemented to product itself.

Micro Focus Expert
Micro Focus Expert

Thanks for all the votes and comments. We are looking into this as a future product enhancement. Check the notifications box to be emailed if the status changes.

Micro Focus Expert
Micro Focus Expert
Status changed to: Under Consideration
 
Micro Focus Frequent Contributor
Micro Focus Frequent Contributor

It is important for some of my customers

Lieutenant Lieutenant
Lieutenant

My customer has a very critical response time for Classification and Initial review. He needs the autorefresh for the cue. 

This is a very important option for us as an Internet Service Provider, we receive about 20,000 requests per day! Moreover, this has already been implemented in ServiceNow, and this is a serious competitive advantage. Our technicians are very uncomfortable tracking their new requests and incidents.

The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.