gwynne
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Enhancement Requests
Posts posted by gwynne
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Hello what is the most minimal permission I can give to allow a service desk user access to change user passwords
Regards
Gareth
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When raising a ticket I just don't want Known Issue to be a visible selectable item with the others such as Incident an so forth I also want to be able to remove the icon from the request list
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Hello,
When adding a customer contact to a created organisation, we save it it looks like its applied however when you go back to the contacts list the organisation field is empty and there is not content in the field when you go back into the contact?
Is there a bug?
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Will there be any scope for HTML formatting in tickets?
We have templates our customers use and they lose all the nice formatting when brought into a ticket
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Hello
Is it possible to filter tickets lists such as not assigned if you are not part of that team, I have team managers who I don't want to add to certain teams as I don't want to spam them with assignment emails however they need to be able to filter the list of all the teams?
Regards
Gareth
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Hello,
what decides what information is presented when searching for an asset to add to a ticket, is there any way of changing what fields come back. For example it shows me the name of an asset which is great however I would either like the asset tag to show instead or along side the other information.
Cheers
Gareth
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Hello,
Is it possible to lock or hide a email going through the process of raising of ticket if multiple people access the ticket at once duplicate jobs can be raised with the same info.
G
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Is it possible to remove known issues as a selectable option?
We don't require it
Regards
Gareth
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Hello
I was wondering two things. Is it possible to bring it the email formatting when you raise a new ticket from the mailbox in to the description box rather than everything being stripped?
Is there any formatting you can do for example it was noticed when you place * on a new line followed by some text, it does appear to format in the description as a bullet list?
If there is please can you let me know what can be done?
regards
Gareth
Forum Admin Edit: The functionality was provided in one of the earlier Core Collaboration builds. This thread is now locked.
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I may of used the wrong terminology so I do apologies, what we want to see is what the category listed. This would be useful for quickly picking out certain types of jobs.
Regards
Gareth
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Hello
In a future iteration please can I ask to get a Job type column added to the list of columns available would be useful for filtering
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Hi Trevor Apologies for coming back to this, I am still having issues with the ldap script even after the amendment, it still does not update this field also I have notice it does not seem to be updating user details such as job title. Looking at the logs the only error I see is it cannot create as the user exists then when it shows you items updated it says 0 even though I know there should be. Any ideas?
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Hello I would like to use the functionality of Activities in tickets, the process of setting them up seems simple enough the think I do want to know is the email notification part, How to I sent this up? Where does the template live? How do I assign the template to be used for Activity notifications?
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Great stuff thanks for the spot, please do keep this post in mind when you update the fields available Cheers Gareth
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The updates don't seem to be working, we originally had the phone field concatenate DDI and Extension from The Telephone number field and the Home number field, however due to length we have to reduce to just the telephone number field , this is now not changing the details is there anything in the below script what will stop this "InstanceId": "bits",
"UpdateUserType": false,
"LDAPConf": {
"Server": "kent.benenden.org.uk",
"UserName": "",
"Password": "",
"Port": 389,
"Scope": 2,
"DerefAliases": 1,
"SizeLimit": 0,
"TimeLimit": 0,
"TypesOnly": false,
"Filter": "(&(objectClass=user)(mail=*)(memberof:1.2.840.113556.1.4.1941:=CN=zAllHospitalStaff,OU=Distribution Groups,DC=kent,DC=benenden,DC=org,DC=uk)(!(manager=CN=Doctors Consortium,OU=System Accounts,DC=kent,DC=benenden,DC=org,DC=uk))(!(manager=CN=Jackie Kinch,OU=Win7Users,OU=Ophthalmology Scanloc,OU=Groups,DC=kent,DC=benenden,DC=org,DC=uk)))",
"DSN": "OU=Groups,DC=kent,DC=benenden,DC=org,DC=uk"
},
"LDAPMapping":{
"UserId":"[mail]",
"UserType":"basic",
"Name":"[cn]",
"Password":"",
"FirstName":"[cn]",
"LastName":"[sn]",
"JobTitle":"[title]",
"Site":"[physicalDeliveryOfficeName]",
"Phone":"[HomePhone]",
"Email":"[mail]",
"Mobile":"[mobile]",
"AbsenceMessage":"",
"TimeZone":"",
"Language":"",
"DateTimeFormat":"",
"DateFormat":"",
"TimeFormat":"",
"CurrencySymbol":"£",
"CountryCode":""
},
"LDAPAttirubutes":[
"cn",
"sn",
"sAMAccountName",
"userPrincipalName",
"givenName",
"description",
"title",
"mail",
"physicalDeliveryOfficeName",
"telephoneNumber",
"Mobile"
],
"Roles":[
"Basic User Role"
],
"SiteLookup":{
"Enabled": true,
"Attribute":"site"
}
}
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First Question: Does the ldap update fields that change in AD to Hornbill? If it does I have changed a bit of the ldap scrip to bring in the DDI rather than the Extension in the phone field however the users in hornbill are not getting the updated data?
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Hello, Is there a way of sending an email to the agent owner of a call when it breaches the SLA set for a priority level Thanks
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Hello we have added an extra field in the ticket which is not populated via a capture process but items are selectable via a drop down menu which sits in the simple list section. My Question is how do I report on the field? which table does this information sit it? Its the one called root cause however in future we may want to report on additional fields we add
Customise mobile app notifications
in Mobile Apps
Posted
Is there a way of changing the notifications on the phone for just the phone app???
If not can something be looked at for this functionality I noticed under Account settings > Notifications you are able to customise desktop notifications I feel it would be ideal for a mobile list as well
Regards
Gareth