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Mark Jones

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  1. I have created six services within the catalog. For some of the Services, only an Incident should be logged, but for other services, a Service Request and Change Request are available. However, I don't see a way of disabling certain request types for certain Services - which seems odd. So, in the user app, currently it's possible to log a change request against all Services, even though there is no workflow associated with it. A simple tick box against each request type to enable/disable it would be perfect please. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  2. Hi James, I'm really glad to hear that you are looking at making the closure category a mandatory field - this is what we've been waiting for to get some proper stats and proactive problem management. Sooner the better please.
  3. I have a similar request to IntegraGreg. Currently our workflow for Incidents and Service Requests stops at the point where requests get resolved. An email is sent to the customer asking them to confirm closure. However, if the customer doesn't action this (which is most of the time), the request remains in the resolved state. It would be much better if we could add an additional step in the workflow, where the request is waiting to be closed, and if it hasn't been closed or reopened by the customer after a set period (say two weeks), then the request is automatically closed. Thanks.
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