[Internet Explorer 11]

screensot attached

Thank

Ralf

[Internet Explorer 11]

Hi Trevor

we are using windows 7

sorry for the double post , maybe somebody can delete it ?

Thanks

Ralf

[Internet Explorer 11]

Hi,

we are having a lot of problems with Internet Explorer 11 ( build 11.0.9600.18204)

the service portal does not display the Main Image Text proberly , it's pushed up and is barely visible .

Cut and paste of screen captures do not work anymore in the request update and/or conversations .

All seems to work in Chrome .

do other people have the same issue ?

is there a fix ?

Thanks

Ralf

[Phone number REGEX validation in progressive capture]

Thanks Guys, that's working .

[Phone number REGEX validation in progressive capture]

Hi Trevor ,

thanks for the reply

almost there , when i test it requires at least 11 digits , but then accept anything after that, any way to just restrict it to 11 ?

Thanks

Ralf

[Phone number REGEX validation in progressive capture]

Hi ,

I am trying to set up a custom form in our progessive capture and having issues with the regex validation .

I am trying to capture a phonenumber and only allow 11 digits as input.

i tried this syntax

REGEX_MATCH(Phonenumber,'[0-9]{11}') but it does not work , i always get a <false>

i have attached a screeshot of the field settings .

Any idea where I am going wrong ?

Thanks

Ralf

[Database Direct in new Admin UI]

Hi Gerry;

yes I used delete and update SQL's to manipulate he data , didn't feel like ticking 400+ rows.

Hi Trevor;

ran my SQL again and you are correct it does return the first 100 rows , still the export to cvs doesn't seem to do anything.

i was running the query on the h_cmdb_assets_computer table.

Hi James;

i will try that next time !

Thanks for all replies

Ralf

[Database Direct in new Admin UI]

Hi Gerry,

thanks for the reply.

I asked Nadeem how to clean out our Asset data (i didn't setup the import correctly and it picked up wrong values) and was told to use database direct to empty the tables .

I also used it to change the asset type on some of our asset computer records as they were imported as Server (type 12) , i changed them to desktop ( type 2) .

What I noticed was when you run the queries in the old admin portal it allows you to select more rows to be returned and also allows you to page through the results , this doesn't seem to work in the new Admin version; maybe by desgn ?

But i like the free form sql query window better in the new version

Thanks

Ralf

[Database Direct in new Admin UI]

Hi,

I am trying to use the Database Direct sql query in the new Admin UI.

I seem to be able to only return max 100 rows.

It only shows one page (not the full 100 rows) , cannot see any second page or <next page>

export to csv doesn't do anything .

tried IE and Chrome -- don't think it is browser related.

Any ideas ?

Thanks

Ralf

[LDAP]

that did the trick .

Thanks

Ralf

[LDAP]

I tried to used both "Office" and "physicalDeliveryOfficeName" , both carry the same value

none gets picked up

Enabled : True

GivenName : Ralf

Name : Ralf Peters

ObjectClass : user

Office : Grantham

physicalDeliveryOfficeName : Grantham

Surname : Peters

I have Nadeem looking at this as well .

[LDAP]

Hi Trevor,

thanks for the clarification .

maybe you are able to spot why our site import doesn't work

"LDAPMapping":{

"UserId":"[sAMAccountName]",

"UserType":"basic",

"Name":"[cn]",

"Password":"",

"FirstName":"[GivenName]",

"LastName":"[sn]",

"JobTitle":"[Title]",

"Site":"[Office]",

"Phone":"[telephoneNumber]",

"Email":"[mail]",

"Mobile":"[mobile]",

"AbsenceMessage":"",

"TimeZone":"",

"Language":"",

"DateTimeFormat":"",

"DateFormat":"",

"TimeFormat":"",

"CurrencySymbol":"",

"CountryCode":""

},

"LDAPAttirubutes":[

"cn",

"GivenName",

"sn",

"Title",

"Office",

"telephoneNumber",

"mobile",

"sAMAccountName",

"mail",

"givenName",

"description",

"department"

],

"Roles":[

"Basic User Role",

"Self Service User"

],

"SiteLookup":{

"Enabled": true,

"Attribute":"[Office]"

},

"OrgLookup":{

"Enabled": true,

"Attribute":"[department]",

"Type":2,

"Membership":"member",

"TasksView":false,

"TasksAction":false

the log file seems to indicate that the site field has no value, the department update works..

2016/05/04 15:30:23 [DEBUG] LDAP User: mcr

2016/05/04 15:30:23 [DEBUG] Update User: mcr

2016/05/04 15:30:23 [DEBUG] LDAP Attribute [Office]

2016/05/04 15:30:23 [DEBUG] Looking Up Site

2016/05/04 15:30:23 [DEBUG] Site Lookup found Id

2016/05/04 15:30:23 [DEBUG] LDAP Attribute [department]

2016/05/04 15:30:23 [DEBUG] Looking Up Org Fundraising

2016/05/04 15:30:24 [DEBUG] Org Lookup found Id woodlandtrust/Fundraising/

2016/05/04 15:30:24 [DEBUG] User: mcr Already Added to Organsiation: woodlandtrust/Fundraising/

I checked the site on service manager and they are the same as our AD attribute.

Any ideas ?

Thanks

Ralf

[LDAP]

Hi,

just wanted to check the spelling in the conf.json file one of the lines read "LDAPAttirubutes" ?

I ran it with the correct spelling and got all AD attributes returned.

Thought it might fix my site import problem .... instead it filled up my log file with every AD property for every user.

I guess the spelling is intended ?

Thanks

Ralf

[Putting tickets On Hold / Third Party / Waiting For Reply]

Hi Gerry\Dan,

On-hold functionality is a bit of an issue for us in Service Manager.

In Supportworks , we can put a call on hold , associate an email template with it , that will pick up on-hold timers and even can schedule automatic reminder emails .

We try to make it as easy as possible for our Analysts, put a call on hold , pic a reason from a list , inform the customer using email template.

Is there a plan for service manager, will we see similar functionality in the near future?

Building on that we would like a functionality that will take the call off-hold when the customer replies via email or the self-service portal.

Is there anything for that in the pipeline?

I like the idea of using boards, but cannot see how I can get the call added automatically when I press the on-hold icon .

Any suggestions would be greatly appreciated

Thanks

Ralf Peters

[Accept call]

Hi Steven,

Yes that would be exactly what we are looking for.

Thanks

Ralf

[Accept call]

I am trying to find a way to replicate the "Accept Call" button/function ( like it is available in Supportworks) in Service Manager.

Either in the request list view or details view.

I can see the Assign button , but how can I restrict the drop downs so certain Users can only pick/see themselves from/on the list?

Thanks

Ralf