No	Start Date	Description	Sample FD Ticket Number (if applicable)	Status	Requester	Westcon Comments	FD Comment	Priority (H/M/D) Enhancements v. Issues
1	15/05/2017	Color Coding for the tickets under same tracker leveraging existing FD capabilities to provide agent with some indications at the list view that linked ticket(s) is tracked by a particular tracker.		Updated	Kalpesh		FD: Cannot confirm if this would be worked on anytime soon from global request perspective. There might be a new UI to enable compartmentalizing of tickets/trackers to achieve this objective. However, using Tag field could present issues from human errors. Keep this in mind.
2	7/9/2017	If we create Tracker ticket and attach all child tickets, is it possible to hide all the child tickets from the main ticket queue. It created lot of confusion in case of multiple tracker tickets and related tickets on front queue.		Updated	Kalpesh	This is user education. Agents can setup ticket views (tracker only, for example) and select that view to quickly view required tickets.
3	15/05/2017	Can we change ticket number format from existing  xxxx to  WGxxxx		Closed	Kalpesh	This is NOT Possible!!!
4	22/05/2017	SLA response time based on the country timezone		Updated	Hazel and Rita	we can create more biz hrs per country and associate them to groups. But need to confirm with Jason (SG/CA hrs and actual NZ biz hrs might be an issue.)	https://support.freshdesk.com/support/solutions/articles/98945-configuring-multiple-business-hours-in-freshdesk
5	29/06/2017	Set "Sent From" default sender to the initial email address that queries sent to		Updated	Rita Chen	Taro to Check forwarded email to config and confirm with Thriyam.
6	05/07/2017	Add a Public Notice Board in Dashboard, so Admin can add some hightlight point in the Notice board for all the agents to pay attention to		New	Rita Chen	We prefer having an App as opposed to calendar.	there might be an App or we can integrate Google Calendar to the Dashboard's standard view. Sanjana is to investigate the app we could use.
7	28/07/2017	Enable Format Painter Functionality on Fresh Desk		New	Hazel	Ultimately, having Font style and size options like MS Word would resolve our issues	Sanjana will raise this request in to the Dev team. This should be worked on soon. CCSC will be kept in the loop
8	06/09/2017	When a new unassigned ticket comes through. Vendor field defaults to Symantec rather than being blank		New	Hazel		RESOLVED
9	6/9/2017	Can we extract a csv copy of the data when clicking on Reports>ticket lifecycle>export data		New	Arati	Would be good to have options provided to us to either export straight to Download folder or email as per BAU process.	Sanjana will look into the dev pipeline. Feature release dates & details will also be shared. (Generic requests not specific to ours)
10	6/9/2017	Can we enable font changes options enabled in the script		New	Arati	Same as No. 7
11	06/09/2017	Unable to receive data by email when using export data option in Reports >ticket lifecycle		New	Arati	Thriyam to send steps to verify email domains. Once this is done through SNOW, it should all work fine.
12	20/9/2017	Create a new filter on some tickets to prevent SLA to be applied to. (CloudSales.xx tickets without SLA)		New	Akhil	Cloudsales.au set. Akhil to test. then we can clone to other Cloudsales.xx