I don't trust my memory any longer and also like to unburden my brain from menial tasks like remembering to do stuff at a given time. It would be great if I could easily state that I would like to be reminded to look at a given ticket at a given time. This I then could monitor in a queue.
Simple thing, but immensely useful to me and quite a few more, I would imagine.
I should also mention we use the Cloud version.
Thanks for your suggestions, but this doesn't really fit my needs. The reasons for a reminder can be so numerous, it can never fit into an SLA or subscription. I am talking about the possibility to set a date and time when I will take a look at an issue. Very simple and effective in my view. Possibly together with a comment, as I also tend to forget why I was supposed to take another look...
For me, and my team I leverage a dashboard call "My Activities". It is designed to represent the CurrentUser so it works for me or whoever is logged in and watching. I make a habit of checking every day and instruct others to do so as well. The gadgets I have set up help illustrate things like "due this week", "Hot Issues", "recently completed" etc.
So I only have to remember one thing - check my board daily. Actually I check at beginning and end of day if not more frequently. It covers JSD and JSW assigned issues.
While you wrote your comment, I actually did this, but it fails as I want a reminder for me and someone else might want a reminder for hir, and I for sure do not want anyone else's reminders. We are quite a few working with the Servicedesk, so I can't create one per user...
@Rick Baker's followup inquiry brought me back to this topic and I wanted to respond to @Henrik Sihvonen's last comment. The solution of only receiving reminders for 'your' issues, whoever 'you' are is a simple matter. there are two methods:
Obviously all solutions require you to fill in the suggested "reminder" custom field
Henrik, did you find a better solution??
Again, good ideas, but this would require me to assign the ticket to myself and I just want a reminder that I should do something with the ticket. It can be to see if anyone did something or that the case it is about is possible to test/ verify at this specific time.
All, to reiterate the (some?) options:
I can't think of any other solution TBH.
Are you a whiz at handling tickets and looking at how you can further optimize your workflow with automation? Do you tackle detailed customer support questions while simultaneously getting flooded wi...
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