The ability to restrict what people can do with issues, would be really helpful.
For instance, in our organisation we have around 250 staff but only around 30 of those staff deal with the issues while the reset mainly report them. The main problem with the current set up is all 250 have access to all parts of issues, priority, due date, categories, status & assignee when reporting and once it has been reported. Meaning 220 of those staff who mainly report them can change what is going on with the issue and make it harder for use to fix the issue and follow the correct procedure.
Reporting an Issue
When a user submits an issues they can select all the categories, you can’t stop them from selecting a specific one and still have that category activate once the issue is submitted. For instance within our department we teams which each deal with;
- Plumbing
- Heating
- Electrical
- Small works
- Carpentry
- Painting & Decorating
- Maintance
- Contractors
So how do people put the correct issue in the correct category, because what they think small works does, plumbing does or what painting & decorating does contractors do.
We currently have a separate system set up where they fill out a digital form (like when reporting an issue) but all it has is one option: Maintance Issue. Then when it comes in we direct it to the different teams in our department in respect to our current operating procedure, which means the electrical section in the department only see tickets which they have to deal with.
You can do this by setting up a QR code and restricting the category currently but, the user can’t see there issue once report nor does communication work currently which stop use from using it.
If you were able to set it user specific within issues settings to only allow certain users to access certain issues category when reporting a issue, then it would mean the issue could be easily direct to the correct section of the department once submitted by the department staff instead of the reporter. Once the category has been change the issue reporter would still need to be able to see the issue but not necessary see what category it has been moved too.
Reported Issue
Once an issue has been reported, any user who has access to that category and the reporter can change any part of the issue, this means any one (especially the reporter) can change the priority, category, due date, assignee or edit inspection or actions linked to the issue.
The ability to have a restrict view for the reporter and other users which the reporter shares with who do not deal with issues / have full permissions of issues, to only see the Activity section only on comments would mean we could still communicate with them and the reporter can still see all there active issue but they can not change specifics of the issue such as the priority, category, due date, assignee or edit inspection/ actions linked to the issue but also the description or title.
Allow them to add images but not remove old ones.
This could be done via the permissions set so no matter what categories they have access to there view is always set, as some of the staff who deal with issues also report issues and restricting there view could cause problems dealing with the issue correctly.
How the categories access currently work is really good and allows the issues to go to the correct team in the department meaning the electrical team don’t see the plumbing teams issues, and allows issues relating to specific building to automatically be seen by people who manage the building meaning they don’t submit duplicate issues, but they allowing them to change it all can cause problems.
