Shamaila.Yousaf

Looks like we are still experiencing the issue today @Victor I will await your response and hope that this issue be resolved sometime soon. Thanks for your assistance.

Afternoon @James Ainsworth, do you kindly have a workaround for the above for us please? Thanks in advance.

We seem to be experiencing an issue this morning where all calls logged, irrelevant of whether it is an incident or a request, irrelevant of whether the call has been logged over the phone, via email or via our Customer Self Service Portal - all sites appear as 'undefined' on the Request List View. Has anyone else experienced this today? Thanks for your assistance as always.

Apologies yet again another post. On the Customer Service Portal List, it would be handy to have displayed the cancelled calls also. The only ones which the customers can view are those which are Open or Closed. It would be most handy from a customer service point of view if we can inform the customer why their request has been cancelled i.e. if it's a duplicate request etc. Is this a configuration we can make our end or is this ones for Hornbill to assist with? Regards as always

Apologies if this is a silly request. As Service Manager is on the Cloud, the page does regularly need to be refreshed. I appreciate that there is an icon displayed on the Request List to Reload, is there a possibility of someone looking into an automatic feature being available? Just thought I would enquire. Regards

Hi All, Is there a possibility of having the asset number & location field listed in the Request List View? Both fields does not appear in the 'Available Display Columns'. These would be very handy to have on the desktop as well as on the Mobile Phone App. Thanks in advance.

Many thanks for your update @Ryan. We will test this out shortly to see if this resolves the issue. Adding a category to the call is not of high importance so if the workaround is to leave this for now, then this is how we shall proceed. Regards

@Pamela I've just noticed that the " are visible within the email. Thanks for your assistance, that's a great help!

Thanks Pamela, I do recall seeing the above icon however; since moving to the new email I don't see this option available. Regards

Thanks for your reply back James. If a staff leaver does not hand back their IT asset to us, we apply a message indicating that the asset has been disconnected from the network as staff leaver has not passed back the equipment. Popup message is an indicator to IT Staff so they know there's a legitimate reason for this and to keep hold of the laptop.

I have noticed that when you reply to an email in the shared mailbox the email history isn't displayed, however; as a workaround we use the 'forward' option as this does retain the history. Am I correct in thinking that the 'Reply' option doesn't really have a purpose? Thanks

On Supportworks we applied the following !PS: against an asset along with a message, so if anyone tried logging a call against that particular asset the pop up message would appear. Is this possible in Service Manager? Thanks for your assistance.

@neil hutchinson or @DeadMeatGF can you please confirm if the step is present in the Service Request BPM workflow as advised by @Martyn Houghton? If not, please could you kindly make the changes your end and let me know when this has been resolved. Thanks I appreciate you are busy. Regards

I have not that service requests do not specify the resolved by date. These do however; appear for incidents. Can anyone please assist why this might be? Regards

Does anyone please have an update on this? Regards

Thanks @Victor & @DeadMeatGF this issue has now been resolved. @DeadMeatGF liaise with Neil Hutchinson if you require details on how he resolved this issue. Regards

We have tested the above from all browsers (IE, Chrome, Edge & Firefox) and the issue is the same. Any advice would be recommended. Thanks

@DeadMeatGF I'm not sure if this video helps:

@James Ainsworththanks for your prompt response. We have used the 'connections' feature already, but this was used when we had a known issue. So guessing this would be the best way forward. The connections option would need us to send an email to the impacted or interested part so was in the hope that if multiple customers were selected at the logging of call process that all customers would be able to view the timeline via the self service portal. Regards

When I visited the Hornbill Roadshow last year it was confirm that multiple customers can be added to a call. I have seen that we can add multiple assets and this is beneficial, it would be helpful to know how we add multiple customers to a call as when we add a multiple customer the first customer entered is replaced by the secondary. Thanks for your co-operation.

@Martyn Houghton thanks for that. I am still learning so apologies if this was a silly request - I'll forward this onto my team. They will be very grateful/ Regards

Hi, On occasions, we email our customers a list of questions to answer. On occasions, our customers highlight particular text and email the shared mailbox. Upon logging the call the highlighted text is not visible, nor does the customers email add in the file attachments as each update did in Supportworks. Thanks in advance for your time.

When our customers are logging calls via the self service portal, the customer is asked to select the name of the site - this is a mandatory field. The site is selected by the customer and they then click on the link to add. We have found that the site doesn't stick (if that makes sense). Service Desk receive the request & select edit to add the category. It's at this time the site has to be re-selected. If we do not re-select the site the jobs do not appear in the 'view' against that site. We have also noticed that the last action on the edit details has to be the site. If we need to go back into 'edit details ' i.e. make changes to the original job then we would need to re-select the site otherwise this disappears again. Service Desk are having to do this with every portal call received, there may have been calls logged via the portal where we may have forgotten to re-select the site hence the site not being available in the view. I'm not sure if the workaround for now is not to click on the 'edit', so do not amend any details as per the original call logged and not have a category assigned (maybe not a good option in the long run). Has anyone else experienced this is and if so, can anyone assist in resolving this issue please? Thanks for your continued support.

thanks @James Ainsworth for the useful information above and for confirming that you will be looking to provide more options for multiple requests. The above post is a handy one to know, when we have had a known issue we have been logging 1 incident and adding all those impacted and interested as a connection - in hindsight this is not really the best way forward as not sure if this will allow anyone to check how much of an impact the known issue caused. Thanks for forwarding as this feature will now be used our end and so having the automated BP will help us moving forward.

I am aware of the snippets functionality and the team have found this extremely using when emailing updates to customers within a logged call. Would this functionality be available from our shared mailbox at all? I hope I have clarified myself correctly. Thanks as always.