Melissa Gurney

Hi I have a quick question: In progressive capture is there a way of grouping forms such as "Asset Number" or " Select Site" where a default form is used? This is in order to reduce the number of steps the analyst/customer has to click through to raise a call. I was thinking of a custom form but then you don't get the search function you would using the default ones. I was hoping you may be able to offer some guidance. Thanks, Melissa

@James Ainsworth and @Daniel Dekel Thank you for getting back to me. That is fine. I will keep my eye out for any changes that come through for emails. I can see how it would be easy for emails to be accidentally marked as read. Thank you, Melissa

Hello Since the latest update with the new look email, there appears to be a number of emails in there that are still showing as unread despite me opening them and closing them etc. No matter what they remain in the unread state. Is this a known issue with the new email? Thanks, Melissa

Thank you Mel

@steven boardman thank you yes that makes more sense. I will give it a try this morning. Melissa

Thanks @cchana. I will keep my eye out for it. Melissa

Hello, I have noticed that since the latest update, the default view when selecting a service in the portal is now outstanding requests where previously it was the catalog items. Is there a way of specifying this default view for all customers to be catalog items? Many thanks, Melissa

@steven boardman thank you for explaining that. Essentially, yes that is what we are looking for. Ideally all of their outstanding calls would be available for them to view using the "All my requests" tab on the menu. We have a "Raise new IT incident" service visible on the portal for customers to use and we have a similar "Raise New..." service that is not visible to customers as only analysts use this. They both use different BPs and PCs, which is why they are kept separate. To make both of them visible on the portal would likely cause confusion to customers using the portal. "All my requests" suggests that all of the customer's requests would be there, whether raised through portal or with analyst. Is this something that would be considered? We can change the name of the analysts' service, unhide it on the portal and use the method you suggested, but it would be "cleaner" and clearer for our customers if the service didn't have to be visible for them to view associated calls. Thank you, Mel

Hi @steven boardman Thank you for that information. That sounds like it will do what we are looking for. I will have a look around and see what I can come up with. Thank you again for your help. Melissa

Hi David, Thank you for your response. This was a question raised by first line during our testing of Service Manager. As an example, we use a custom form to specify a desk number. The question was asked "What if the customer has entered the incorrect desk number? Can we go back in and change it?" If this is not possible, I suppose we could add the change into the description of the call. Thank you, Melissa

Hello, I have another quick question - Are customers able to view outstanding requests in the portal that have been raised against a service that is only visible in Service Desk view? We have a service that our analysts use to raise requests and incidents that is not visible in the portal. These are requests that our customers would like to be able to track progress on but I cannot see a way to view these calls on the portal. Is this possible? Or can customers only view outstanding requests that have been logged against portal visible services? Thanks, Melissa

Hello, Is there a way of going into a call that has been raised and altering the questions in there? (Questions that the analyst has filled in) I see that you can amend the other details, such as description, asset etc but cannot see a way to change the question responses. Many thanks, Melissa

+1 for this as I am also interested in this as something we came across whilst trying to customise our portal. Thanks, Melissa

Hi Keith, This a question that we have also asked. I think we will be following the same idea as Kelvin in using the email option to update the customer, however it would be good to have that option of a 'normal' update being sent to the customer. Melissa

Please find the image attached

Hello, I was hoping you may have an update on notifications displaying incorrectly on the hornbill mobile app for IOS. This is with the latest update. The words do not display correctly. Please see screenshot below. Regards, Melissa

Hello, I installed the latest Service Manager update this afternoon and went through my usual post-update tests and it would appear that the ordering of services in the self-serv portal is now completely random? I cannot see a way to change this order and can't see any obvious rule that it is following (e.g Numerical, Alphabetical). Is this something you are aware of? Can we now choose the ordering of the services? Many thanks, Melissa

@Victor Thanks for that. Tested and confirmed the issue is now resolved.

@Ryan thank you for the update. I will keep an eye out for it being made available. Melissa

Thank you Ryan. I have installed the update that was available this morning, I have logged out and then back in but the issue with sites is still present. I am assuming, from your comment, that there is another update to come? Is there any difference between 2.33.3 and 2.33.4? Thanks, Melissa

Thanks @Victor. Are you already aware of the site issue?

Thanks for that Kelvin. I have not received the same message but it is entirely possible. Thanks, Mel

We too are experiencing this exact issue.

Thank you James. Melissa

Thanks for the reply Gerry. We have 9 in total as we provide support for a separate organisation. As you can imagine, being restricted to 3 outputs and having multiple nodes does make the business process slightly more complicated. I appreciate that 9 outputs from one node would be excessive, however being limited to 3 does restrict things somewhat. Melissa