Shamaila.Yousaf

The boards are all the same type (that i can see). I have 13 boards, none of which are archived. Not sure what you mean by it possibly not fitting on the screen. They all display in alphabetical order nicely on the screen - must be something to do with the settings as this is the only board created by system administrator whereas the others were created by me. Will have Dan Riley look into this for me at our next meeting. Thanks for your support with this @TrevorHarris:).

Hi Some calls allow us manually to add calls to board manager as the new icon appears on the action bar. Not all calls appear with the icon, so I guess I would need to look into the action bar settings for the request types i.e. Incident & Service Requests. Any ideas whereabouts on the settings I would locate these to enable/add to the action bar. I will be in the process to enable the calls to be added to the boards automatically via the business process in the near future to avoid the manual work. Thanks all.

Thanks @TrevorHarris. I have full permissions set...

Could it be possibly because the System Administrator created this board? All the other boards which I created are listed...

The board settings 'allowed types' are all selected so a little confused!

Hi I am trying to copy a note/card from one board to another but not all my boards are listed, why would a board not be visible on the 'copy to' list? The board definitely exists as cards are added to the lanes as part of a business process. Regards Sxx

This appears for us all, doesn't matter which browser we use. Could not connect to the Service Please contact you system administrator or click here to try again Please help. Regards Sxx

Hi We have just started making use of Board Manager and I am finding that cards are being added/moved to the incorrect lanes. Is there a possibility to have the timeline specify which analyst added to the board & the lane please? Loving Board Manager, it is an improvement on the previous feature! Thanks as always! Sxx

Excellent, great news!

Thanks for including snippets in the last update! It would be useful to be able to allow URL links in the update & resolution snippets like the 'emails'. Would this be a possibility? Regards Sxx

@Martyn Houghtonthanks for that. I'm guessing if the service name was used for any 'request views' as well as reports etc these too will be affected? I have passed the information on, thanks again! Regards Sxx

Hi there Can I please enquire what the impact would be if a live service is renamed, the service is live on our self service portal. Looks like the 'Division' name may need amending also. It would also then be handy to know whereabouts one would need to go to make the amendment as well as confirmation of the user requires the 'Services Manager' role. Once I have the information I will pass it over to the 'powers of be' to apply the change:). Regards Sxx

+1 on grouping the views:). Thanks

I have created a rule where a call is logged and assigned to a team upon receiving the email from a particular mailbox. The call IN00056554 was: Logged today Timeline appears as: Request has been logged from Email by: System AutoResponder It also appears with the IT Support service So, is there a reason why the call above does not appear in the widget? Todays Logged Email by Customer Call details.docx Regards Sxx

@Ehsanapologies, this is just a courtesy followup. Thanks Sxx

@James Ainsworth think you're correct - I noticed an issue with the manager on the 2 users also. Think we have an LDAP import in place which updates this field...I'll go back to one of my colleagues to see if they can look into this to see if they can make the necessary changes. Thanks for your assistance both:)

Hey, Do you mean to check the user ID in: Home>System>Organisational Data>Users? If so, the username is definitely not 111 characters long. Thanks Sxx

An analyst receives the message below when they try and go into their profile settings, any ideas how this would need to be resolved? Thanks in advance.

@Martyn Houghtonthank you for that. I get the error message "You can not update the role as you do not have sufficient permissions for the mailbox" - this message appears all to frequently for me. No worries though I'll see if i can get someone else to arrange the above. Thanks for your time:)

Hi I would like to create a subfolder within the shared mailbox, how do I arrange this? Thanks Sxx

@Ehsando you kindly have an update on the above for me? Thanks Shamaila

@SimonSheldon thanks for your feedback.

@James Ainsworthany ideas when & if the 'connections' option will be viewable via the self service portal? I have only just realised there is more than one portal!.. Our users do not access the employee portal which includes the 'My Services', they use the self service portal only. Anyway. I see this via the My Services and love the drop down which shows the 'connections'. It would be useful for this feature to be available on the self service portal for our users. Any ideas on this please? On a separate note it was mentioned at Insights there will be a new customer portal coming out soon am I to assume this will be the replacement for the self service portal? Or is it the replacement for the one we don't use (Employee Portal). Apologies if this is a silly one.

When I am linking one FAQ to another the only way to locate the URL for that FAQ is by publishing the FAQ and accessing the URL via the Service Portal. Can the URL not be visible via the Library as this will prove useful to me. Thanks

Hi there My knowledge base is currently in an application called Moodle. Moodle is used for elearning purposes for our students and staff at the college. I am moving to the FAQs in Service Manager as this is a more suitable option and is more of an efficient service, it allows for a 'search' whereas Moodle does not include this feature. I have a quick question, would there be a possibility of having the FAQ include multi-pages? In Moodle there is the option to have the documents setup in a style of a book, with chapters and subchapters so it appears as a handbook. We use this where we issue a mobile phone to a new user, and forward them the one link to the handbook, then the user can also see the subchapters within the same link. Thanks Sxx