aw2215

Hi there, quick question around resolutions. Does anyone know if there is a way to include screenshots in resolutions which can be sent to users? I can see this can be done using the email action but in the spirit of streamlining and reducing the number clicks wanted to see if there was a solution for resolutions? Cheers Andy

Hi all , thanks very much for the responses. I thought this would be a challenge based on the points you mention above but wanted to confirm. Good to see its being looked into as an enhancement request and we will look at the workaround in the meantime. Cheers Andy

Hi there, Can anyone advise if its possible to change the service type once an incident or service request has been raised against a specific one, for example I log an incident against a service called 'end user computing' and realise this is incorrect. Can i then change to the correct service? I believe I've asked this question before and don't believe it was possible at the time but didn't know if this has changed through enhancements. Many thanks Andy

Hi both, Thanks for the input on this topic and sorry for not replying sooner. Using the linked Request option sounds like a good avenue to explore but would an End user be able to see these Incident or Service request in the 'All My Requests' section of the portal if the Services are not visible to them on the portal? I know I have around ten tickets which are in my name within Service Manager but I've hidden all services in the portal When I then navigate to " All My Request" within the portal I cant see any of my tickets. If I look at "my Staffs request" though I can see these even though these services are missing. Essentially what we are looking to do is launch our self-Service portal to our End users but only so they can track the progress of their Incident and Service Requests,. We do not want them logging anything at this time. I can see all my staffs open tickets fine, without the Services being visible on the portal but I cant see mine. Is there a way to replicate and adapt the query that is being used to look at "My Staffs requests" for "My Requests"? Cheers Andy

Afternoon, Does anyone know if its possible to switch service after an Incident or Service Request has been logged. Scenario Our Service Catalogue is really large and when you see all these services on our Portal its clear users will get extremely confused by this. Ideally we would like two services available in the portal, one around 'I Need Help' for Incidents and one around 'I want to request something' for Service Requests, which capture some high level details, log in our system for our analysts to then pickup and route down the correct (More complex) Services the incident or Service Request is linked too. Does anyone know if this is possible

Afternoon all, I think I know the answer to this one already but here goes.... Is it possible to crate a customized view on the Change Calendar to filter by Change type? For example, our Changes are categorised into Standard, Normal and Emergency. Is it possible to filter out the Standard changes from the calendar? Cheers A

Afternoon, The recent changes to the Change calendar are great, however is there any plans to change the text colour when a change is closed? At the moment it goes grey with white text which is not good. Cheers Andy

Thank you both for your responses. Dan, the explanation you provided is what I was trying to achieve, however when I added an automated task and tried to update the status as you describe nothing happened. Do you need 'Get request info' task before hand? Many thanks Andy

Afternoon, Is there a way to automatically update the status of a request using workflow? Example When we log Change requests they are assigned to users straight away and have the status of 'Open' These Changes are pending CAB approval. When CAB do approve these requests can the workflow automatically update the status to 'Approved' so users know from their call queue they can action? Many thanks Andy

We have managed to successfully block external access using your proposed method Nasim. Thanks very much for the guidance Andy

Hi both, Thanks very much for the responses. We are using SSO, so the federation server idea is something we will look into. Many thanks Andy

Morning, Does anyone know if it possible to lock down access to our Service Manager instance so its only accessible if you're connected to our corporate network? Many thanks Andy

We have a number of daily, weekly and monthly tasks to complete as part of our BAU. Is it possible to setup a calendar view in My activities for reoccurring tasks like these?

Hi Jamie, Thanks for this. In your example in the custom expression you have Flowcodes->GetRequestDetails->Impact, which is what I have setup. The problem I have is that in the progressive capture form I've had to created a customised form to capture the impact and urgency as this is not out the box! So are you saying there is a way to map the information captured in my customised form fld_impact and fld_Urgency to the Flowcodes->GetRequestDetails->Impact and Flowcodes->GetRequestDetails->urgency?