Shamaila.Yousaf

@DeadMeatGF @James Ainsworth just to let inform you that since we have used the New Email View that the number count on the emails issue has resolved itself - so not sure if this has been resolved due to any amendments you have made your end. Regards

Hi There, I wonder if someone can kindly assist. In the old version of Supportworks, it allowed the analyst to update or place numerous calls on hold at the same time. Is this a feature which can be available please? If we have a number of calls to update at the same time then this feature will prove useful. Thanks for your assistance and time as always. Regards

Thanks all very much for your input & contributions. @steven boardmanwe found the linked request option useful for this, it allows us to amend the correct type & correct catalogue item against the original request allowing the business process to be fulfilled. @DeadMeatGF thanks for your continued support (as well as Neil's) for continually making the configurations for us!

Thanks @cchana that is the version we have installed. Apologies but I am not sure what you mean by addressed.

Just to clarify, if a call is logged on the portal as an incident by the customer. How does the Service Desk amend from an incident to a request? Hope this makes sense.

Apologies if this is a basic question, I am relatively new to Service Manager. Our Service Portal is due be opened to our users sometime soon, at present we will only be making 2 services available - both of which are incidents. If our users log an incident call which is in actual fact a request, what would be the best way forward for the Service Desk? Any advice would be mostly appreciated. Regards

Thanks for the useful information. We have only just started using Service Manager our end so it will be a learning curve. Glad that there is this feature available. Regards for your time.

Thanks @James Ainsworth. For now, this is a great workaround for us. Looking forwards to seeing more details automatically being brought over. Thanks for your reply back, it's much appreciated.

Hello, Can anyone kindly assist and confirm if Activities and lists can be saved and uploaded? Or have Activities scheduled? Thanks again for your assistance in advance.

Hello, hope you can assist. In the old version of Supportworks you could create a copy of a request or an incident. Any ideas if this can be done or if there are plans to have this feature available? Thanks in advance for your assistance.