[Turn off notifications selectively]

thanks @Steven Boardman that should do the trick. I wasn't sure if they would still see tickets, but thanks for the confirmation.

 

[Report on first and last email update on requests]

5 minutes ago, Victor said:

Do you mean how to filter request updates which are inbound emails applied to that request?

@Victor Are they updates in the same table? If so I must have missed them, 

[My Activities list contains activities assigned to others]

@Miro thanks for the information. That's fine if it has always done it. I have to admit I don't tend to use them much, but it was flagged by a colleague who seem to thing that it was new she could see everyone's. I will pass on your note.

 

 

[Report on first and last email update on requests]

@Steven Boardmanany idea where I could find inbound email update? Also is there a way to detect if it came form a customer or coworker?

[Service Manager - Reporting on Updates]

@Steven Boardmangot it ta, content Preview, thanks!

[Complete activity before moving to next stage]

thanks @Logan Graham I did start with your solution but @Victor is correct in what I'm after. I need the 1st line team to do something before they can assign to second line. The activity was my second thought but  i can still assign the ticket even if the activity has been completed or not.

[Service Manager - Reporting on Updates]

@Steven Boardman thanks, do you know which column shows the text of the update?

[Complete activity before moving to next stage]

Is it possible to force the completion of an activity before it can be assigned to 2nd line teams (moved on to second stage in the business process)?

 

[My Activities list contains activities assigned to others]

@Victor yes i'm a member of all services, but I'm sure before I was only notified of activities of tickets that were assigned to me. Now I see activities of all tickets even when they are assigned to other members of the team.

[Missing fields on views]

@Steven Boardman looking good now, for some reason it wasn't playing ball earlier. Maybe a full logout sorted it.

 

 

[My Activities list contains activities assigned to others]

The my activities section now shows me everyone's activities, is this new? It use to just show the activities of calls assigned to me.

 

 

[Report on first and last email update on requests]

Hi I'm trying to get the last action\update on a call into a report. I have tried to use the table h_itsm_requesthistupdates with column h_description but Its not displaying, Any ideas?

 

[View showing within 4 hours of failing]

@Steven BoardmanThanks!

[Missing fields on views]

@Steven Boardman I ran the latest update today for service manager was this fix included? just checking before I let others know.

[View showing within 4 hours of failing]

Hi

 

Is it possible to do a view on all tickets that are within 4hours of failing an SLA?

 

[Link multiple SLAs to one service]

@victor

@Martyn Houghton All sorted thanks. It was the All or Any options I had in the manage rules for the SLA under the service.

 

[Link multiple SLAs to one service]

@Victor @Martyn Houghton I think I have found where I have gone wrong. I think I had set rull if condition was All of these conditions must match I have now changed to Any.

[Link multiple SLAs to one service]

@Victor @Martyn Houghton Totally confused at the min. Would it be possible to have a look through my MOIRA2 service to see where I have gone wrong? This change today has messed up all my SLA's adding a second calendar basically, now nothing follows the rules. 

[Link multiple SLAs to one service]

thanks @Martyn Houghton @Victor do you also need rules on the SLA?

[Link multiple SLAs to one service]

Hi

I have a service that is linked to two SLA's because one SLA follows a working day calendar so an 8 hour day for P3  priority calls and the second SLA follows a 24/7 calendar for P1 and P2 issues. When I now log calls for the service on a P3 is doesn't choose the right SLA. I have two questions, can you link a service to two SLA's? and why would it not follow the P3 SLA when selected?

 

Thanks

Chris

[Turn off notifications selectively]

Hi,

 

Is its possible to disable notifications for service desk staff. For example when people are on leave, they have to come back to loads of emails form calls that have been logged, updated etc. I also have a couple of managers that have visibility of queues but don't wan't the emails.

 

Thanks

 

[Missing fields on views]

Not sure if this is a bug, but it was working before Christmas for me and I recently updated our instance and now I can no longer export the fields in a new view for Within repose time and within resolve time, see below.

Any ideas?

 

[Rule to email muplitple people]

@Conorthanks I will give that a shot.

 

[Customer Feeback - Questions not enabled]

@James Ainsworth thats OK, although some people dont have access to the portal, so I was hoping for just a special link that takes them to a page where can submit feedback related to the call without the need for a login.

 

 

[Customer Feeback - Questions not enabled]

@James Ainsworth is the customer feedback only available through the portal, or is there an option to send a link in the resolved email? Most of our customers don't use the portal.