Home → Suggestions →

Requested by field for tickets

• Edit

Chris Marisic

05 Jul, 2011 07:04 PM

I feel it would be beneficial if tickets had a field for "Requested by", optimally this field would be a live text field similar to tags that it would poll users of the LightHouse, (and associated & linked ENTP products?) , along with supporting free form addition of pseudo-users to the requestor list such that they can be autopopulated later.

A step past this point potentially would be Approved by: that would follow similar mechanics.

An example of this, a user calls into my organization and suggests a feature to us. One of our support staff would be able to log the the feature with requested by "Feedback" and then developers/managers would be able to comment on and approve the feature request or reject it.

With further discussion here it might make more sense for the Approval/Disprovable to be a toggle option and then tie that to the user who processed that instead of a more free form field.

Edit I also feel this is a very separate aspect than the current Reported By user tracking as many times the user creating the physical ticket is not the actual requester of the ticket due to organizational boundaries.

1. 1 Posted by Will Duncan on 05 Jul, 2011 07:17 PM

   

   Hey Chris. Thanks for the feedback. We designed Lighthouse with a very specific workflow. Extra / custom fields are not something we have very much interest in. Workflows can get very specific. The tag system is going to get beefed up in the next update, so it's possible that workflow might be more flexible and somewhat fit what you are suggesting.

   • Edit

2. 2 Posted by Chris Marisic on 05 Jul, 2011 07:23 PM

   

   Will I understand the rabbit hole there would be to accommodate all workflows however I feel this scenario would be nearly universal. However tagging could be used to produce similar results while conversely "muddying" up the tags at some level.

   • Edit

3. Support Staff 3 Posted by Tiger Team on 06 Jul, 2011 12:50 PM

   

   Everyone believes their own workflow is universal. :)

   We certainly aren't going to add more fields, but for cases like this we use "machine tags" which is really just a way of namespacing your tags; in the form name:value such as requested:john or branch:user-fixes - which don't pollute the tag list and keep things organized. In future we will be enhancing this functionality to make it easier to navigate around namespaced tags.

   • Edit

4. 4 Posted by Chris Marisic on 06 Jul, 2011 12:58 PM

   

   So using tags in such of area will be a forward facing solution such that users who tag similarly won't need to "undo" all of their work for the future tagging system improvements?

   • Edit

5. Support Staff 5 Posted by Tiger Team on 06 Jul, 2011 01:16 PM

   

   Right. I plan to split those out from the regular tag list and group
   them by the namespace, so 'branch:foo' would have all the 'branch'
   tags grouped together. This is just a plan at this point, and I can't
   really speak to where development or UI will go in the distant future,
   but we definitely already use a scheme like this internally when
   developing lighthouse itself :)

   • Edit

6. Nicole closed this discussion on 17 Oct, 2011 07:07 PM.