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Ralf Peters

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Posts posted by Ralf Peters

    Co-worker lookup no phone numbers

    in Collaboration

    Posted

    thanks @Victor , is that a recent change , our co-workers (users)  normally do not touch their profile , we just add them automatically through an   ldap script when we create new users in our AD system . All of them seem to be set to "Followers" , i can not changed them  through the Live  poral , the admin portal   Home>System>organisational Data>users , does not have any option to set this.  What table does this setting live in so i can SQL it ?

    Thanks  Ralf

     

    Attachments on inbound emails

    in Service Manager

    Posted

    Hi @James Ainsworth

    this seems to work only if you manually update a request from an email, we have auto-update email rules in place and if they are triggered the attachment is still only available if  I select to "View Email" from the timeline under "More Actions", same issue  if the email has inbedded images ,they are only visible if  I "View Email"  , not on the timeline view, no attachments  created  and no indication  on the timeline update that there is more info to be found inside the email .

    Regards;

    Ralf

     

     

    Average time to close a ticket

    in Reporting

    Posted

    Hi,

    is there a table that holds  the time taken   from date logged to date resolved ? 

    I  would like to create a measure for average time it  has taken to resolve a call , by service , by team , by month ,

    or do/can I have to  use a    ( date_resolvedby - date_logged) kinda syntax in the value column of the measure ?

     

    Thanks

    Ralf

     

     

     

     

     

    Changing response

    in Service Manager

    Posted

    @steven boardman 

    Hehe, when adding the table aliases and then stripping out the  table-alias from the column name the report now shows the column aliases . 

    Stripping the table names out of the columns display name  is now required  for all columns even the ones that do not have  a table alias .

    Thanks for your help .

    Ralf

     

    • Like 1

    Changing response

    in Service Manager

    Posted

    @steven boardman thanks for the info .

    is there a delay from when you change the setting on the report to when they are being applied when you run the report .

    i have changed the heading for the table fields i wanted to change , if i run a data preview it labels the headers correctly, but when i run the report it is still  uses the default field  headers on the report ?

    Thanks

    Ralf

     

     

     

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