[Fancy a HUG?]

Im  interested in attend a HUG event - would be great to see what exciting stuff is to be introduced.

[Organisation Field]

Hiya, 

We have entered the organisations our customers work for, but they are not pulled in when  a call is logged. Please see attached.

These have been entered into the Organisation tab when creating a new user - is this the correct place it will be picked up from?

 

[Service Request to Incident]

Hi, If a Service request has been raised, but should have been an incident or change, is there a way of changing this? Rather than closing the ticket and logging against the correct service?

[Status page on Customer portal]

Thanks Steve - this is brilliant.

[Status page on Customer portal]

Steve,

Thanks, i'll have a look and give this a try,

Regards,

Prav

[Status page on Customer portal]

Hi, how do we go about creating a status page on the customer portal?

[Configuration Manager]

Hiya, 

We have just installed Configuration Manager, what do we now do to make it active?

[Open Aged Incidents]

Bob, 

please see attached. I manually got some figures a dn produced this - would be better if Service Manager could do a similar graph/chart.

 

[Assigning Calls]

Stop individual users from assigning requests to other users and teams, can this be locked down so only the Service Desk can assign calls?

[Assigning Calls]

In Supportworks there was an option to disable users assigning calls - is there a similar function in Service Manager?

[Average time to Resolve]

Thanks I'll try this

[Average time to Resolve]

Hiya,

I've created an Average time to Fix measure - which figure do i use to convert into minutes?

 

 

[clousre categories]

Thanks you

[clousre categories]

Is there a way that the closure categories can be changed on a call once it has been closed?

[Description]

Please ignore. I have fixed this issue

[Description]

The description field seems to have been renamed ( See attached).

where do i go to change this back.

[Average time to Resolve]

Hiya, does anyone run Weekly/Monthly Average time to Resolve reports?

I've just attempted to set up a measure, but do not get any results.

[First Time Fix percent /Rate]

Hiya, i am looking to report on FTF, has any one got any example reports that create?

[Open Aged Incidents]

Hiya, any help would be appreciated. i am trying to create an Open Aged Incident report, that shows how long calls have been open for and those that are in/out of SLA

[LIve chat implementation]

Thanks, where do i need to go to configure?

[LIve chat implementation]

4 users

[LIve chat implementation]

Hi, i want to add Live chat to our service. I see that its free until the end of March as per below.

This application is currently available to existing customers under our beta program free of any subscription charge until the end of March 2017. If you would like to try out this application while it is in beta please contact us and we will add it to your subscription.

How do i go about adding this service?

[Resolving Tickets]

Hi, is there a way we can disable the Resolve button until a call has been assigned and accepted?

Reason being calls can be resolved without assigning to an analyst.

[Logged by Source]

Thanks you.

[Logged by Source]

Ok, thanks. 

Is there no option under Views ( when conditions can be added)?