I have just updated to version 8.2 (Was on 8.0) and have noticed a few issues.

 

1) When a technician replies to an incident, it occasionally gets marked as Private, so the email is never sent to the Requester.

This is a business killer. We are waiting for more info on issues from the requester, but they will never provide them as they have not received the email asking for it.

 

2) In the requesters view, when they view 'My Pending Requests', the Due By column is now visible. We do not use this field, and I do not believe it was visible previously. Also, the Assigned To column is also visible. Yet, for the Requesters, this is shown as Not-Auth.

 

3) When a requester replies to an Incident, we receive an email saying that they have replied. The problem is when viewing the list of requests, incidents used to be bold to indicate when someone replied. This is no longer the case.

This was very useful as it let us quickly see which incidents had replies. Now we have to head back to email and browse through all the emails to find which ones were updated.