[error sending email from request view]

We also have the error and logged a service ticket earlier

[Emails - Lowercase]

Thank you it was the use of  {{.h_resolution}} and not  {{.H_resolution}}

[Emails - Lowercase]

I have seen an issue whereby when we seen emails to users that are not from an email template the Case changes.

eg.

I typed

Test Resolution to check to see if the case changes

Email sent

test resolution to check to see if the case changes

 

Please can this be looked at as it doesn't look very professional.

[Daily Active Calls]

@James Ainsworth @cchana Would you expect this to work

This returns 518 for each day. I would like to know what calls are not closed at the end of each day.

[Reporting on calls logged to Assets]

I am trying to write a report/widget to show number of calls logged per week based on the Asset_Type.

e.g. number of PC Faults per week 
       number of Printer Faults per week

To be honest I am not sure where to start with the widget as the asset type would not be stored in the incident record.

What I think I need to know is the link field name between an incident and an asset.

[Top 10 Call loggers (Customer)]

@cchanaPerfect thanks

[Daily Active Calls]

Thanks for the update

[Resolution Snippets]

Would it be possible to add the Snippet feature to the Resolution Field. In some instances we have a look of calls with the same issues and it would be quicker if we could select a resolution through a snippet.

[Top 10 Call loggers (Customer)]

I am trying to set up a widget to show a count for for the top 10 customers logging faults.

 

Filter = h_datelogged>=DATEADD(DAY,-7,GETDATE())

Unfortunately this dose not return any data. Any ideas

[When sharing custom filters the associated charts should also be shared]

Thanks for adding this feature however I am disappointed to not see the ability to share the attached Chart. 

The other issue is the the user is then unable to convert the view into a chart.

 

or am I missing something...

[Daily Active Calls]

Hi James

When creating the measure Date Ranging Column is mandatory and once you save the measure it then populates the Date Ranging Column2

[Daily Active Calls]

@cchana This was copied from the Calls Active Monthly measure which I believe was in the system when we went live. I have only changed the frequency.

I am looking to have a trend line for number of active calls at the end of each day.

[Daily Active Calls]

Thanks for the suggestion however no it doesn't help.

For example if I look at all calls open last night it was about 350, the measure only shows 19, I am not sure where this number comes from.

[Daily Active Calls]

Could anyone help with this measure, I want to show number of Active Calls (Daily) to include IN, SR and CR

When this runs I only get 50-60 calls where we have 350 open tickets.

[Widget to Dashboard]

I have created a widget which displays correctly 

Average fix time displayed in HH:MM:SS

When I add this to a Dashboard it changes it to Seconds which looks a bit confusing to the user. Should this bring across the settings from the Widget properties.

Widget

Dashboard

[Widgets]

That is the same as the sample ones which work.

 

The measure works fine it just when I try to make it into a widget

[Widgets]

I am having troubles turning a Measure into a widget.

If I click save I get this 

[Reordering a report]

Thank you 

[Reordering a report]

Config file attached.

I am sure its something I am doing wrong

calls-by-site.report.txt

[Reordering a report]

@TrevorKillick Hi,

I have just checked and they are still showing low to high even when I change the ordering to Sort Descenfing

[Email Routing - Attachments]

@cchana When the call is auto logged and appears in my queue the whole email is copied into the summary and description field but no attachment and no link back to the email.

[Email Routing - Attachments]

I have start playing with email routing and have managed to set up a rule to auto log an SR for a particular subject line however it doesn't add the attachment to the call. Am I missing something.

[Asset DB Export]

cool thank you

[Human Tasks - Customize]

Thanks for the input I will have a look

[Asset DB Export]

Will I be able to extract the whole asset DB or will I be limited to 1000 records?