Joe or Jane User comes to the desk and asks about their computer. They don't know what the ticket was named and it takes forever to find the ticket because they don't know which email address was used to create it. I find that directly accessing a ticket by clicking a person's name in Active Incidents is easier than searching through problem descriptions or searching the entire ticket list to find the ticket. Free software like GLPI had this feature and it was easy to use. Yesterday we had a flood of "Can't Connect to Wireless" problems all from different people. Having the requester's name listed next to the problem would make it much easier to locate the requester and go directly to their ticket. How about also listing the ticket number?
|What problem will this feature solve?:|