ljbrown

Thanks Samuel, we've already added this to our view so this may be the only thing to go by/ Would just be nice if we could make it a bit more prominent in the list in a different colour and/or filter these calls out into a separate view list.

I too would be very interested in the closure category field being made mandatory. I'd appreciate any update on this asap please.

Is it possible to set up a view within the Request List to show calls that are near or have breached their SLA? I can sort by Resolve by date/time but it would be good if these could also be filtered into a separate view. Also, in Supportworks the text used to change colour for breached calls, is this possible to set up to make breached calls more prominent in the Request list?

In Supportworks there used to be the option to log regular call requests on a scheduled basis automatically, are there any plans to add this facility in Service Manager? We relied on this heavily so it will be a great loss when we move to the new system, especially with the limited use that call templates give us.

That's great many thanks Alex, had completely missed that!

We've created a board and assigned a team to have access. Although the members are part of the team, they are unable to see the Boards menu to even be able to create their own boards. What role permission is required to view boards?

Thanks for coming back to me James. We'd like all teams within IT to be able to use the email message facility within the request list but don't want them accessing the entire mailbox in case they delete/reply to messages which should all be managed by the service desk. If I set up a new role which just has the option to send message under the shared mailbox rights, will this make just the email icon visible and nothing else?

Is it possible to enable the Email facility within open incidents/requests so that users can send messages to customers without having access to the shared mailbox? Many thanks, Lucy