7oaks

Within our Employee Portal for our Basic Users, there are 4 Services to choose from to log calls to. Is it possibly to edit those pages as we can the initial page. See screenshot below

I can certainly see Company Home but had thought that was a title. Sorry. The other area we have not configured yet but that has answered by question. Thanks Steven.

When i log into the new Employee Portal as a test Basic user, i am able to log the call successfully but then have to backpage to get to the front page again. If i scroll up to the top Harry Hornbill and the Home Tiles are hiding at the top but i am unable to drag them down to use. Is there a better way for our customers to go back to the start in case they want to view previous calls etc. apart from closing and reopening the page.

Does anyone have a link to the New Service Portal videos.

When i log a call through the Portal, the Summary doesn't come through on the email sent to the customer (it just shows the variable) but it does appear on the Request list email history. Any suggestions?

Just changed the email in the BPM for New calls logged via the Portal and got the following error when validating. I am trying to make it generic as i cant seem to make the email specific to Incidents and Service Requests for IT Services and the same for Facilities Management

Lovely thanks for the update James

Thank you Jeremy, i shall have a look at that.

Is there a way to see which of the multiple email templates available on file are actually in use. I am loathe to remove any in case there is a knock on effect. Thanks

Thanks James. Unfortunately the customers have been used to seeing the last update when we email them using Suppportworks. Will discuss with my manager when he's back in the office.

We would like to send updates to Customers and Support staff (internal only) showing the last update details rather than using the link to the update. Can anyone tell me what the update variable would be. Example email below:- Dear {{Customer Contact.H_firstname|empty}} {{Customer Contact.H_lastname|empty}}{{Customer Coworker.H_first_name|empty}} {{Customer Coworker.H_last_name|empty}} Your {{.H_requesttype}} with the {{Team.H_name}} team, reference {{.H_pk_reference}} has been updated with the following: {{Update variable unknown as yet}} Kind Regards {{.H_ownername}}

Thank Steve - easier to spot now

Can anyone tell me what the white calls mean. Doesnt seem to be related to Customer, Priority, Date or anything else. Thanks Debby

Thank you both, we have made the changes and tested it successfully. Personally i was looking forward to the extra time but i think the customer may have noticed.

We've changed it to 9 days and got the result below. This is based on our working week which is 8.00 - 5.00 but its not picking that up. It sees 9 days as 12960 mins instead of 4860 based on the working week

Setting up Service Manager still and Priority 4 = 10 days. When calls are logged and this is selected it allows 24 days to complete the call. P1=P3 are all set to 5/10/20 hours and working correctly. Any suggestions greatly appreciated.

Yes thanks very much James. I wondered as much.

Thank you for your replies, i will investigate both both options now.

I am creating tests calls in Service Manager and in some instances, the Summary and Description go missing after the call has been logged. See screenshot. Left for current and right for when call was first logged. Any suggestions?

In the Service Portal under my IT Support Team list of Requests, I can see the whole list (i have admin rights) but they can only see their own calls. I'd like them to be able to see all IT calls when they're out and about so they can pick them up without coming back to the office. What's the best permissions to give them without giving them access they don't currently need (until they've had further training) Or should we be using Live to access as we would in the office.

Excellent thanks Bob. Heading over to the page now.

Thanks Deen. I wasn't sure if that was it or whether there was a better option. I'll set them up before they use it. Thank you

Is it possible to change the colours of the Services offered on the Portal - see attached screenshot. We have a corporate colour scheme which though i'd like to avoid it, i may not be able to. So i'd like to change the blue to another colour. Thank you

I have created a Shared 'Default View' in the Request list but cannot work out how to make it the default view for all Users without them having to select it. Any suggestions greatly appreciated.

Bingo - worked a treat. Thank you