AI Ticket QA

In some ConnectWise deployments, the Ticket Owner is not maintained. So for Ticket QA results, the more reliable indicator of ownership is when the technician has a time entry for that ticket. As a Tech Lead or manager, right now I can only see tickets by owner. With this enhancement, I should be able to see tickets by technicians that had a time entry at those tickets.

The current Tech column appears to display only the ticket owner or an unassigned status. However, multiple technicians or users may have worked on the ticket and contributed time entries that received failed ratings. Because of this, team leads must currently review every ticket to identify failed entries belonging to members of their team. Requested Enhancement: Allow filtering based on the technician associated with the failed time entry rather than only the ticket owner. Ideally, support team/group assignments so that tickets can be filtered by team, allowing each team lead to view only failed entries generated by members of their own team.

Link Failed Entries to Corresponding Time Entries Currently, when a failed or passed entry is selected on the left side of the screen, it does not automatically highlight or navigate to the corresponding time entry on the right. The failed entry references the associated time entry number, but that reference number is not visible within the time entry list itself. This makes it difficult and time-consuming to locate the relevant entry manually. We have to go to the PSA for each of these entries. Requested Enhancement: Automatically highlight or scroll to the associated time entry when a failed/passed item is selected. Alternatively, display the referenced time entry number within the time entry list so reviewers can easily identify the matching record.

Right now, automated field change in TicketQA only covers the Status. Request to auto update UDF / Custom Fields as well

Add a column here that shows total hours on the ticket so that users can easily see without having to drill down

From Tucker Sukraw (wcthelp) Today, we enabled Ticket QA on an additional board to start looking at how the rules impact those tickets. One thing became obvious quick is that on the tickets, there is no filter for board. So it is very difficult to distinguish which tickets are associated to which board at a quick glance without going into them. Figured I would share this feedback, not urgent but would be extremely helpful to see a filter by board.