[Email count not accurate]

@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

[Updating more than one call at the same time]

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

 

[Service Portal - Customers logging incidents instead of requests]

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!

 

 

[Service Portal - Customers logging incidents instead of requests]

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

[Service Portal - Customers logging incidents instead of requests]

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.

[Service Portal - Customers logging incidents instead of requests]

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

 

[Scheduling Activities]

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.

[Creating a copy of a request]

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.

[Scheduling Activities]

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.

[Creating a copy of a request]

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.