One way that I use ManageEngine ServiceDesk (our current Helpdesk) is a pending view based on category.
All network support (ie not web dev or app dev) tickets that are pending (any not closed status like open, on hold, etc.)
Which this is actually already in place. Right now its labeled ticket type.... but it's categories, and the categories are defined by you. You can then absolutely filter based on the ticket type (considering on just switching to categories for what we call it) and then ticket status in conjunction. You can filter based on multiple types etc. So this in theory is in place already as of yesterday.
I think a lot of users choose high priority regardless of actual priority. I haven't had a chance to play with Sodium much yet but if it can maybe limit priorities to low and medium for certain categories/issues with an override for IT, that would be cool. Is that a thing?
Oh, priority limits by user or group, I like that. Also a possibility would be a workflow for setting or approving priority where someone at a management or triage layer would have to assign or approve priorities.
Right, and we absolutely have discussed the potential for workflow integration with ticketing and I believe it's officially been added to our development list. Not sure as to when that will take place so the potential for this form of configuration earlier than that would likely be a nice addition.
Why in the world is your submit button above your description box....
Ah uhm. well,.. uh.. Are you saying the New Ticket bar is the submit button?
No. Look at your screenshot, right under due date.
Oh - well. yea,.. there it is. Huh.
What browser are you using?
LOL gene what did you do! I'm in firefox now, I'm playing with screensize, I'm doing everything and I can't replicate this....
Who me? (innocent look)
Looks find in Chrome - but can move things around (whopps) resetting the browser sets it back. Reset Firefox (54.0.1) reset the page settings and the Submit button is at the bottom now.
Good deal :) I'm still going to look into what went on in there. I know that there is also an active bug right now where datepicker will just stop working.... so if that happens just manually enter the date.
I guess I’m not finding the place users go to submit tickets?
Maybe I need to first add some users 😄 ?
Currently there is only the one interface for tickets. We do absolutely acknowledge the need for a form of web portal though/email input. This is definitely high on the list of requirements for our ticketing system. We are revamping a good portion of that system though, so likely in that revamp we will be including the web portal as well.
I think it was mentioned somewhere else we are on boarding some developers currently so hopefully we can attack more things at once.