[SLA breaches on wallboard]

Hi @bob_dickinson,

That seems to have solved the issue. Thanks!

Is there also a way to report on request ID's that are about to breach?

Mark

[Key accounts]

Hi Gerry,

We currently have the following fields in use:

Escallatienummer : This number is used to forward calls when a phone line is dead (we are a telecom company).
Onderhoudscontract: Service level
Services : These are all the services a customer has with us. Possible we can remove this when there is a better way to see this per customer.
Notes : All kinds of extra notes
Container IP : Server IP
Containernummer: Server name
Inloggegevens: Login details
Adviseur: Account manager
Automatiseerder: External IT company
Key Support Engineer: Our new field for our key engineers per customer.

Extra info i would like to add for example are:
* Install date
* Customer number
* Head quarters or subsidaries

Kind regards,

Mark

[SLA breaches on wallboard]

Hi @bob_dickingson,

Thanks for your reply.

I've tried this and I do get an amount in the widget but it does not correspond with the amount on the board for that list. Any idea why this could be.

Is there also a way to see the request ID's?

Kind regards,

Mark

[Key accounts]

Hi @steven boardman

Thanks for your reply. I've tried your suggestion and it seems to work properly. The only downside is the limitation of custom fields you can create for the organisations. I had to sacrifice a field to add a key engineer. Are there any plans to expand the amount of custom fields for an organisation?

Kind regards,

Mark

[SLA breaches on wallboard]

Good Morning,

I'm looking for a way to view tickets reaching the SLA limit on a slideshow. Is there a way to do this?

I've already created a breach board which is working fully, I want to have this info also on the wallboard.

Kind regards,

Mark

[Key accounts]

Hi,

We have a few customers where the customer is supported by a key engineer. Is there a way to automatically assign / CC a key account engineer to a specific customer?

Kind regards,

Mark

[Add contact to multiple sites]

Hi Ehsan,

That is correct. I've tried adding more organisations to this part but it replaces the organisation that is already in it.

Kind regards,

Mark

[Ticket not taken off hold]

Hi David,

I've added the screenshot.

Kind regards,

Mark

[Ticket not taken off hold]

Hi,

We have experienced 2 incidents where a ticket was placed on hold, the hold time was surpassed but the ticket had not been taken off hold (screenshot was taken today). hold, the time has

Any advice?

 

Kind regards,

Mark

[Organizations multi site]

Hi Ehsan,

Unfortunately this is not what I was looking for.

In the organisations overview, or in the detailed info of an organisation I would like to see associated locations. Especially the companies where the name of the individual site is different than the rest of the locations this is important information.

Kind regards,

Mark

[Auto respond keeps updating]

Thanks for your reply, changing the email for the engineer seems to have solved the issue.

[Auto respond keeps updating]

Hi,

We're experiencing an issue with an ticket, where it seems that a customer has replied via email and the system keeps updating the timeline that an update has been provided (see screenshot). Please help.

Kind regards,

mark

[Add contact to multiple sites]

Hi,

Is there a way to add a contact to multiple sites? We have multiple organizations where the main contact is a single person.

Kind regards,

Mark

[msg attachments do not open]

Hi Gerry,

Thanks for the update.

We have found a quick workaround for now. When changing the extension to .eml we are able to open the file.

Kind regards,

Mark

[Organizations multi site]

Good morning,

We have a lot of companies as a customer which have multiple sites. Is there a way to link these sites to each other?

Kind regards,

Mark

[Tasks stuck]

Thanks for your reply. Indeed the tasks are expired.

[Tasks stuck]

Hi,

We have a request where the tasks created by the BPM have expired. The task owner is unable to complete these tasks (clicking the complete button does nothing). Also via the admin account we're unable to resolve these tasks. I've tried to remove the tasks via the admin account but get the error that task cannot be removed. As far as I know the ticket was resolved and then reopened before resolving the tasks.

Any idea why this is and how to remove the assigned tasks?

Kind regards,

Mark

[Time selecting dropdown closing]

Good morning,

We are experiencing an issue when using the date/time selection in a custom form in the progressive capture. See the following link for a video: http://screencast.com/t/iOS6I3YT

When selecting the hours the dropdown box closes and you need to click on the box again to select the minutes. This is kind of annoying.

Is is there a way to resolve this?

Kind regards,

Mark

[Organization details - connected contacts]

Hi Nadeem,

Thanks for your reply. If i'm not mistaken we are subscribed to the customer manager module.

Kind regards,

[Attachments on inbound emails]

Are there any updates on this? Our attachments are also not added automatically to the attachment section when we got an incomming email for an active ticket.

Kind regards,

Mark

[msg attachments do not open]

I'm having the same issue where .msg are unable to be opened. Any updates on this?

 

Kind regards,

Mark

[Organization details - connected contacts]

Good morning,

As of yesterday when opening an organization I cannot see any connected contacts. When opening the contact, the organization is filled. When clicking on the organization name the Organization details are opened correctly.

Kind regards,

Mark van Dun