Shamaila.Yousaf

I would be interested to know if there is a possibility of running a report on the number of activities completed by my team. Thanks

Hi Both, I too find it useful to know when the calls are on hold until. As a workaround I have arranged to the have the 'on-hold until' column selected in the Requests View under the display columns - not sure if this helps you for now? Regards

Thanks both. Ok, so it doesn't help that I have not made myself clear in my original post - sorry to have wasted your time:( So Gerry is correct in saying that calls can be logged to multiple boards - I was actually referring to was adding the call to multiple lists within the same board. Which is not possible.At present I have multiple lists within a board, guessing a simple workaround from my point would be to have separate boards so I can add to multiple boards as & if required. Regards Shamaila

Thanks, it would be great to be able to log an incident / service request from the asset details that would be great. We can also click on the 'Linked Requests' to pick up calls logged against that asset to define any possible duplicate calls logged also. I'll follow up on this in due course as required. Regards Sxx

No problem @James Ainsworth - having both the options would be great! I agree with my esteemed colleague @DeadMeatGF (Steve) that we need to get together as a team and discuss and agree how we make use of the DM feature. Another interesting point that Steve mentioned was how to establish of the attachment is a log / picture or an actual attachment well the Service Desk Team use the 'Additional Information' section within the email (docked toolbar) to identify whether the attachment is a log or a file etc so maybe we can have the option to Select or Deselect so the attachments saved to the DM are those required and not the logos. The DM has the useful feature to renew the document at a particular time but I have to admit I have saved other things such as our processes as well as other documents which are for my use only. I appreciate we have access to other cloud storage places but I would prefer that we make use of this feature to keep everything within Service Manager - again it's a discussion to have our end. On another note, just thinking on top of my head here could we not implement an archive system of some sort to declutter DM. I am sure there are many others like me who like to keep their cloud systems decluttered and not use it as a 'dumping ground'. The documents that I would like to save would only be for a short time and each time we save it would be against a particular collection and a review date can bed sent to ensure we retire/delete accordingly. Am I also correct in thinking that any documents set as 'retired' also contribute to the capacity? - if you catch my drift? Thanks all for your contributions and all your input.

Hi Team When we run a global search under the assets it would be nice to have another option for search to allow us to do a refined search - like the one on the main requests view screen. I.e. if I wanted to do a search under a room number for a particular asset type then it would not allow me to do so. Would it be possible to add a 'Display Columns' option as this would resolve the issue. It would also be great to have a feature from the 'Details of an Asset' to allow a new Request/Incident to be logged against the asset - hope this makes sense. Thanks for your continued support as always.

@Ehsan@James Ainsworth Hi All, I now have the Asset Field available in the Global Search - excellent!

Thanks again @Gerry. I have double checked (as sometimes I can lose the plot) but this is not the case. I have a customer on the staff leaver board and am unable to move across to another board.

@Gerryit would be the latter. I have been advised by a colleague that there is a limit/capacity of how many files can be saved to it? Regards

Thanks @James Ainsworth. There are occasions where this would be a benefit for us. I'll refer back to this post sometime in the near future. Regards

Thanks @Gerry. So, I have a call which exists on a board, when I tried adding to another board I get a notification on the bottom right hands side specifying 'Cards already exists on the board'. Are there any changes we need to make our end? Regards

I was little hesitant in asking this....but here goes! Is there a possibility of having the option for the attachments received via email to be uploaded directly to Document Manager (without having to save & upload). Thanks in advance.

Thanks @Ehsan I will have someone check the above and make the necessary changes if required. That is great thanks. At present the actions for assign/add to board only appear in the Requests List if you multi select . I have also noticed that at present you can only multi select calls which appear in an 'open' state and if all calls are of the same call type i.e. incident or service request. Example: If I select calls from incidents then the option for assign/add to board is visible, will disappear if i add calls from a Service Request. Is this the intended way?..I would assume that any call type can be selected? Regards Shamaila

Thanks @Victor, @Gerry. We do not have a BP created for this. Will look into the possibility of arranging a BP moving forward if required. I wasn't aware that calls can be added to more than one board, I am sure I tested this previously and did it not allow me to add to another board - so this is news to me . Will give this a try. Shamaila

Hello Again The Service Desk Team manually add calls as we do not have Business Process implemented our end - this works, however; there are rare occasions where calls calls may not be added due to 'forgetfulness' etc . From the main view, it would be nice to see if we can have 'Board' added to the display column. This will allow the team to pick up any missed calls and select multiple calls and move them to the appropriate board efficiently. Thanks for your assistance as always. Regards

It is excellent to see the the availability of being able to select multiple calls and arrange to reassign and add to board (only). This is excellent! Would there be an option to update multiple calls? I did hear a while back that the update option was scheduled and would come into play soon. With that being said, it would also be useful to select multiple calls from a particular board also - has this been mentioned previously or due to be scheduled at some point? Thanks again

@James Ainsworth - thanks. I don't have access to the change the access so will have someone check this out. I was informed previously that I had access to the 'Asset Manager User' but will have someone reconfirm. Will keep you posted, thanks for getting back to me. Regards

Thanks @James Ainsworth. I am aware that there are those filters n place, I require them in time order too. This will allow the Service Desk Team to pick up those sent earlier. We can't see the time at a glance:). If an additional filter can be added at some point that would be great. Regards

Does anyone have an update on the Skype for Business integration please? Thanks

Can we look into arranging the emails to be organised in date & time order please? Thanks

Does anyone have a further response on this please? I appreciate you are busy. Regards

Thanks again @Bob Dickinson and apologies for the long delay in getting back to you. Cutting a long story short, I have been informed that this will be a 'no go' from our end as the departments are picked up from another system and they are not aligned as they should be. So work in progress. I have this to refer back to should the need be required. Regards

Hi @Bob Dickinson thanks for your response. I don't believe we have the SLA functionality, @DeadMeatGF can you please kindly reconfirm? When I was doing the report manually it was whilst we were using Supportworks. We have only just started using our new third party supplier and so have no means of measuring their performance or getting details on fault calls logged against the suppliers asset - hence the urgency. I have had to arrange a third level category to be created so I can look into creating a widget or a report but not had chance to look into. @DeadMeatGF should also give you more information on how we have assigned assets to a supplier - seems they are assigned to a supplier code. I spoke to one of your colleagues in the 2015/2016 HUG and it was confirmed that Supportworks had the SLA functionality and that this would be available in Service Manager hence my raising. I hope to hear forward on this. For now, we are having to manually add the fault call to a board, May be thinking to create a separate board to move them from the faults board to the completed - just in case. Thanks

I did see something posted recently on the forum and it was mentioned that the following feature will be implemented soon. I am unable to locate the post so apologies! When I update a call via an email, it appears with a list of pictures, attachments, screen shots - this was resolve the issue of bombarding the service request with unnecessary and multiple attachments - It's a great feature by the way:). This allows us to see how many of there above there are, but how does one find out if the attachment is just a logo or a genuine attachment as it does give you opportunity to add or omit from the service request. I think I must be missing something?