Gary@ADL

this seems to be working again now - must have just been a coincidence I was working in the system at the time

im not sure if this is a specific business process fault, as I seem to have lost it for calls that are using a different business process to the one I was originally tweeking? is there a global setting for this somewhere perhaps?

Hi Guys, while trying to make it mandatory to set a closure category before resolving a call (using the suspend - wait on call closure category), I seem to have inadvertanty lost the checkpoint system when im logging calls, its neither visable on my analyst portal, or self service portal

many thanks - this now works

Ok so after some further testing it looks like this isn't limited to simple lists - i'm also seeing the same fault when I try and reference a static list (ive removed the dynamic list and typed all my entries into a static list) it seems to work fine if you set the decision path to check for an equal value (so access to remove = CAD), but doesn't seem to work if you ask it to check for a contained value (access to remove 'contains' CAD)

Hi Guys, so ive got a progressive capture setup, that will present screens depending on your choices in previous screens. previously I had these setup as static lists, all worked great, but since ive swapped them to dynamic lists (linking to a simple list), it doesn't seem to want to check against the value like it did when it was a static list thanks Gary

Sorry ignore my above post - looks like this was sticking in my spam filter many thanks once again for your help, cheers Gary

thanks Sam

Thanks Bob yes this worked, although I did notice one thing which was also tripping me up, In the email templates section, theirs a dropdown (defaults to requests normally). - for my change request email template, I had saved this in the 'changerequest' list in the email templates section (as shown), but when I came to try my process this didn't work. as soon as I changed the email template it was trying to mail from to one in the 'requests' section, it worked fine. do I have to prefix the template name with anything if not using a template from the default 'requests' template list? hope this makes sense!

Hi Guys, do you put any release notes for the updates for service manager anywhere? ive had a little google and a look on your Wiki, but cant find anything? my colleague noticed on the latest update it said: - NEW: You can now map custom questions to the summary, description and custom fields of a request but I cant seem to find any notes about it? cheers Gary

Hi Guys, I'm trying to get some analytics out in real-time for a dashboard display - im trying to do a ticker to count any ticket logged today. I'd also like to incorporate a sort by analyst as well, but thought id start simple. Im struggling to work out though how I get the measure to to update more frequently than once a day? i.e. give me a real time display, so i'l want a dashboard that shows total calls logged today, current active calls per analyst, calls resolved per day per analyst etc, but if this is displaying only the results up until yesterday, this isn't much good for a real-time slideshow. am I missing a trick or piece of functionality here? as you can see in the screenshot, the analytics only captures upto 00:59 this morning. please see attached for how ive setup my 'measure' thanks Gary

Hi Guys - ive noticed that when you are trying to add a connection, when you start typing there name, the box that appears with the possible user names only appears the thickness on the amount of characters you've typed, making it very hard to choose someone without fully typing there name anyway. is this a bug, or a setting I can change somewhere?

Hi Guys, Im just doing some work on our change process, and am getting an error message when using the process. its erroring at the point of trying to send out an automated email. ive tried a few different combination, getting it to email an external address instead of a co-worker, and also made sure there was a change email template setup, any ideas? I

Hey guys - thanks for this - all confirmed working

Hi Guys - ive been having a further look at this as well really need this working by tomorrow. ive tried to re-write the process from scratch using the example change request process, but through trail and error, it seems that as soon as you open the authorisation node it corrupts the process and makes it invalid. actually if you just go into the example change process, and open the authorisation node it corrupts the process

Hi Guys - we are new customers to service manager - just trying to finish setup before we go live weve setup a change management process, but im getting a strange error message which I cant fathom. ' Error - outscomes must be 'accept' or 'refuse', but as you can see in my process, all my decisions have both an approve and refuse path? has anyone seen this before or can help? cheers Gary