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Melissa Gurney

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Posts posted by Melissa Gurney

    Mobile App request list blank

    in Service Manager

    Posted

    Apologies if this has already been raised.

    Since this morning, all of our mobile application users have reported seeing a blank screen when they go to request list. When trying to refresh the request list, they are presented with a cannot connect to server error.

    We haven't made any changes and I can confirm it worked fine last night.

    I have installed the latest update in Service Manager and that has not resolved the problem. The mobile application is up to date.

    Thanks,

    M

    Category restrictions

    in Service Manager

    Posted

    Hello,

    I have been asked by my colleagues the following question:

    Can the option to apply a call closure category be set up on some services and not others? - with the question of closure category not appearing at all on those others??

    Please let me know if you require any clarification on this,

    Regards,

    Melissa

    Automatic closure applying once call is reopened

    in Service Manager

    Posted

    Hello,

    When a call is closed, it appears that the task of automatically closing a call after 7 days still takes place. I.E If a call is resolved on the Wednesday, but is reopened on the Friday it still closes on the following Wednesday as if it had never been reopened. Is there a way of preventing this from happening and to restart that task once the call has been resolved for that second time for example?

    It also appears as though calls are not automatically closed if they have breached SLA. Is that correct? All of our calls that have breached response SLA, for example, and have been resolved are still in that resolved state 2 weeks on.

    Any help on this would be much appreciated.

     

    Many thanks,

    Melissa

     

     

     

    Outbound external email

    in System Administration

    Posted

    Hello,

    I am posting on here as advised by the support team.

    We require emails to be sent from Service Manager to a number of external addresses (addresses outside of our domain). Could I ask how this is best achieved? Have people set it up so that Service Manager is added to a relay, allowing all emails to be sent on to anyone from our mail server?

    I would be interested to hear how others achieve this.

    Many thanks,

    Melissa

    Maximum characters in tel number

    in Service Manager

    Posted

    Hi James,

    Thank you for your reply. A few of our users have multiple extensions, so they will exceed the 20 character limit. Other ways of recording extension numbers would solve the problem for us.

    As for the users that have not been imported, I have been changing their numbers as and when they are identified by the service desk as missing. It has been difficult though, as there isn't anywhere to put that extra number.

    Thanks,

    Melissa

     

    Maximum characters in tel number

    in Service Manager

    Posted

    Good afternoon,

    Is there a way of increasing the number of characters permitted in the telephone number field when importing accounts from AD? It appears some of our users haven't been imported as there has been more than the maximum characters in the telephone field. Some of our customers have more than one extension, which is causing the problem.

    Thanks,

    Melissa

    Full email trail

    in Service Manager

    Posted

    Hello,

    when you reply to an email in the mailbox, the previous emails/full conversation is not shown. Is there a way of setting it so that the original email and any replies are visible?

    Please let me know if you need more information.

    Thanks,

    Melissa

    Question not visible in the App

    in iOS

    Posted

    Hello - I think I may have the same question here...

    Almost all of our progressive captures contain questions in them. We have a few teams that are a mobile entity (calls are sent to a mobile for them to work on remotely) so have been using the app to do this. Unfortunately, it would seem that the app does not show if there are any questions that have been answered. This is where the majority of the call details (asset ID etc etc) are presented, especially on calls raised through self service. With this hidden, the app effectively becomes useless as the details of the call are not visible to those using the app.

    Am I correct in thinking this? If so, surely this is something that needs to be addressed rather quickly as it is a crucial functionality problem with the app?

    Many thanks,

    Melissa

    Limited email access

    in System Administration

    Posted

    @DeadMeatGF I have recently asked the same as we are in the same position. Only our service desk deal with emails but all of our supporting analysts will need to send and receive email updates.

    I was advised that this is something they are working on but it is not yet possible to hide the inbox. Hopefully someone from Hornbill will be able to advise.

    May I ask what level of access you have assigned them currently as we don't even get the error - our analysts are able to see the contents of the mailbox.

    Thanks, Mel

     

     

     

    Customising the subject for update emails

    in Service Manager

    Posted

    Hello,

    I was wondering if there is a way to set our own subject for emails that are sent to the customer as an update from within the call - I can't seem to find the setting in System.

    Currently it reads "IN00000084 update" (e.g). I would like to be able to set it to a set phrase so that we can apply an auto response exception to the mailbox.

    Is this possible?

    Thanks,

    Mel

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