Editing Ticket Issue, Category popup, can't Go Back

Hi @etan Thanks for your screenshot. I was able to take a look and can see the “go back button” (see below). Perhaps it was a caching issue? Is it still displaying without this button for you?

Hi @etan Thanks for your screenshot. I was able to take a look and can see the “go back button” (see below). Perhaps it was a caching issue? Is it still displaying without this button for you?

 

Hi @arosenbaum_iiQ when creating a NEW ticket, the go back button appears just fine. But if editing a current ticket, go back button does not exist.

Hi @etan Thank you for the clarification! After some research, this button is functioning how intended. I will put it in as an enhancement with our product team. Thanks!

Okay, that’s weird. it was working fine a week ago.

So this is a big issue now. If someone submits a ticket to a completely wrong category, going to More, Change Issue, we are not able to change it to a different category alltogether, only select a different issue type inside the sub category that is already selected for the ticket.

This is a daily issue. Example: Ticket submitted as a Google account issue, but it’s actually a Q or ClassLink issue. We can no no longer change the ticket’s issue to those systems.

You are correct. If someone submit a ticket to the wrong overall category you must remove the asset (if they selected one) and then click the arrow next to “select asset” and change the overall ticket type. Then when you change the issue you can select within that ticket type.

Okay thanks, I guess we just have to accept that, takes a bit longer to fix ticket category/issue. But here’s another one.

Even after unlinking and no asset is attached to the ticket, going to More, Change Issue, now if I accidentally picked something I can’t Go Back, I have to close the pop up, then click More, Change Issue again.

@etan Thanks for your understanding! It is currently intended to function that way. I have put in an enhancement request for this topic as I know it can be cumbersome. Thank you!