I would love to see the ability to add Type, Subtype & Item as selections for the user to make the ticket info even more robust and actionable by workflows. Thanks!
We are torn here, we think there is a lot of value in getting as much user information as possible but at the same time we are trying very hard to limit the user interface and make it as streamlined and simple for users as possible. This has been a struggle to balance internally for a while. I'd like to get some more user feedback and see what others think.
Our custom rules can allow parsing of the ticket content and changing its attributes. We are continuously adding new fields to the list that can be interacted with through this system. I will make sure Type, Subtype, and Item are on the list for Manage.
Thanks for your input!