[Unable to add customer to view all organisations requests]

Forgot to add the customer was moved from one organisation to another. Does he need to be removed from something?

[Unable to add customer to view all organisations requests]

Hi

I have given a user customer portal access but I'm not able to find them under the > organisation, >requests, >portal access section in order to give them view all organisation requests setting. It only shows 6 contacts out of 58, is there a limit to view? or do I need to do this somewhere else in the admin console?

 

Thanks

Chris

[New activities feature]

Thanks Dan

[New activities feature]

Hi

 

Yes we are all members of the team. As long as we can dismiss all in the upgrade  that's fine as from today we have to go through each one and remove. Just takes time when you have a couple of hundred and hour.

Thanks

Chris

[New activities feature]

Hi Dan 

 

Its for all teams that servicedesk staff are members off.

 

 

[New activities feature]

Hi 

I'm getting feedback re the new activities and bell alert, the feedback is not good, people are now having to clear the bell and the activities separately  and they are seeing all activities for all teams even if the calls are not assigned directly to them. Is there a way to right click and dismiss all? or can we turn a setting off to go back to the older version.

 

Thanks

Chris

[BPM, Refresh issue since update]

Hi

 

Over the last week, prior to the latest update of service manger has something been done which may prevent the screen refreshing once a call is logged? I ask but when an analysts logs a call the get the option to view the call which normally takes them to the call with the option to assign to a team\analyst? Now it just takes them to the call and the post an update option. Pressing F5 to refresh the page takes them to the assign to option, so the business process is correct. I tested on IE and Chrome and same issue. So upgraded this morning to latest release of Service Manager but still the same, any ideas? I have not made any changes to the business process in weeks.

Last time I had this it was down to a setting experimental.bpm.spawnAsync but I  can longer find this setting.

 

Any ideas?

 

Thanks

Chris

[Logging a call refresh issues?]

Hi

I'm seeing the same issues since the upgrade, but I can no longer find experimental.bpm.spawnAsync has this setting changed since?

Thanks

Chris

[Removing a user deletes audit history]

Yes the timeline is wiped, I will use the archive from now on, thanks both!

[New SLA]

Perfect thanks Victor 

[Removing a user deletes audit history]

Hi

I have been on to remove a used form our service management today, something I often do, but noticed when I removed the account it also deleted the audit history on the calls, Any idea why this is happening?

 

Thanks

Chris

[New SLA]

Hi

 

I'm seeing issues with timers still on the new SLA i have set. I have a response and a resolution at 1 day but when the call is logged although its pulling the reponse timer as 1 hour which is correct the resolution is showing a few days. I have checked the SLA and it looks fine, see attached, any ideas?

 

Thanks

Chris

[Finding unread emails]

Perfect thanks @Chaz and @victor forgot you had to click on the hyperlink to change it.  

[Finding unread emails]

Hi

My deleted items and sent items emails folders show that they have an unread email, is there an easy way to find the unread ones?

 

 

[New SLA]

Sorted, there were 4 reponse timers in the low priority  under the SLA for some reason, deleted the priority and recreated and now works.

[New SLA]

Hi

 

I have another is with the new SLA. When we log low priority calls the response time should be 1 hour but its coming in at 20 mins. I have check the SLA and the rules and they are correct. Any idea what might cause this?

 

Thanks in advance

 

Chris

[Search enhancements?]

Thats great news Ehsan

[Add Customer update to email update]

Thanks Dave

[Search enhancements?]

Hi Ehsan,

Thanks, yes we would be in searching for Requests that were created for a given date-range?

 

Thanks

Chris

[Search enhancements?]

Hi are there any plans to enhance the search facility? Ideally searching within a date range would be a good option?

 

Thanks

Chris

[New SLA]

Perfect, thats sorted it adding in the fix timer. Fresh eyes and all that

 

[New SLA]

Hi 

I'm testing the new SLA process against one of our test services (product_x) I have set up the new SLA, linked to a service, created some rules so that if a priority is selected it should match the correct SLA. If I leave the business process the same without removing the old style SLA it  does show the new SLA once the call is logged but I have to pick an old priority. If I remove the old style SLA's from the business process and log a new call with the new priority it doesn't work. Any ideas why it still looks for the old priority? business processes below.

 

 

SLA removed.pdf

old SLA.pdf

[Report showing breached calls]

Thanks Pamela, that's great.

 

Chris

[Report showing breached calls]

Thanks Pamela, I will give that view a try, thanks

 

[Report showing breached calls]

I also need the ability to show calls that have been reopened is that possible? Outcome: Call Reopened