Keith

Excellent news @James Ainsworth Thanks Keith

Placing a ticket on hold prevents us from sending an email. This doesn't seem right. Often while on hold I want to chase the customer for a response but in order to do so I have to take the request off hold and then immediately place it back on hold. I appreciate I can add an update but that is not our method of communication to customers as they are not notified and may not see the update ( a long standing frustration). Regards Keith

@James Ainsworth Speaking for myself I have no desire for customers to be able to order the services themselves with the exception of possibly within the favourites tab. Allowing them to do so more generally may be too confusing both for them and for support staff supporting them. A simple ordering value/flag set by an admin or service portfolio manager would suffice with services not subscribed to or not visible in the portal being omitted. I would suggest any values not be restricted to single digits (1,2,3) to allow for new services to be inserted without having to renumber everything ie. 10, 20, 30 with a new service being entered at 25 for instance. Hope this helps. Keith

Good to hear @Chaz its been a long time coming and I know its a problem i've seen often on the forum. I'm sure you guys will review the other comments on the forum surrounding this area i.e. icon size and ordering and not just the removal of the "more" button to allow displaying more icons (although that is admittedly this biggest issue). Keith

Good to hear @alextumber

I think that we would need more information in the project portfolio. I can't help but think that this view may have been better as a list in much the same way as the request list in Service Manager. This way fields could easily be customised, ordered and sorted. Some things I would like to see added: Sponsor Name Project start / End dates Overall progress indicator (not just next milestone) Custom field inclusion Thanks Keith

Are there plans for any custom fields to be added to the projects. I can already see that we would need some additional information. See screenshot of our current excel project portfolio. Thanks Keith

Thanks for the suggestion @alextumber that should work.

Thanks Daniel

@Paul Davis I've had no contact regards resolving this issue. could you have someone call as suggested.

Thanks @Steven Boardman much appreciated. Keith

I don't think it is sufficient to limit the use of progressive capture to that contained in the settings. I can envisage us wanting different progressive captures (with custom forms) dependent on project type. It would seem to me that the project type should allow a progressive capture & BPM to be assigned. Regards Keith

@alextumber I'm experiencing the same issue. Tried logging out, closing browser several times and still no luck.

We really need the ability to view all projects for all our teams. We widely use our project list as a way of communicating across teams and to report up to senior management to outline which business requests we are implementing. This overview list is critical to our weekly meetings to avoid conflict wether it be resource allocation or just customer impact. None of our projects are sensitive. Perhaps an approach of subscriptions much like services would work best whereby you see the projects where you, your team or role is subscribed to the project type. Your current approach would mean we would have to add every member of our teams (35 or so) as stakeholders which makes no sense to me. Regards Keith

I am experimenting with the Project Manager tool and am finding that I can only link change and release requests. I can see why this would appear a logical approach but we are currently not utilising change requests due to previous limitations of exposing them in the service portal. As such we would like the ability to link a service request to the project. Would this be possible? Thanks Keith

@Paul Davis I appreciate the frankness of your response. Anything you can do to reduce the risk of business interruptions in future is much appreciated.

I have just returned from vacation to find that our On Time Delivery (as reported in PowerBI) has fallen off a cliff. It appears that the reason for this is a schema change whereby the values stored in the field h_withinfix (and probably other fields) have changed from numeric values of 0/1 to text i.e. Breached/Met. While these text values may make easier reading it has caused us issues with our reports. While I expect we will have to simply figure something out on our end now it would have been good to get a heads up that this was changing (or did I miss something). Can you find a way to communicate such changes better in future. Thanks Keith

@James Ainsworth In our case the custom fields would not be relevant for others. They represent the Operating Company and Company code of the customer.

Thanks @James Ainsworth good to know its there now. This should prove very useful to us.

Hi @James Ainsworth In the case of the duplicated entires in my chart examples both are defined at the service level. However there are other statuses in the chart which are defined at a global level i.e. Waiting Customer and In Process. I would expect to see one entry for a total of 10 as you outline. Another issue with the duplication is that the drill down for these does not work. It always seem to drill down into the second of the options, so in the case of User Testing always shows the same two results (never the eight). Hope this answers your questions. Regards Keith

We are using sub statuses extensively and I was very pleased to see the ability to use sub status as an axis in my dashboard reporting. However, as some of our sub statuses are defined at a service level they appear to repeat when charting by sub status. Is there any way to overcome this? Regards Keith

+1 here. A Service Desk sounds like it would fit us well.

Hi @Steven Boardman Thats fantastic news! Glad we could come up with a pragmatic and speedy approach. Regards Keith

Hi @James Ainsworth I suspected that might be the case. I also fear that its not something most users will not need (especially if not working globally). Creating specific services won't work as we'd have to duplicate the entire service catalog for these users. Similarly an option on the Service to hide feedback wouldn't work because we need that site granularity. What would work is a global setting to hide user feedback from being shown to the analyst in the any request. This way we could still report on the feedback whilst not allowing analysts to see it in the request. Hope that clarifies. Regards Keith

We would like to use the customer feedback rating option available. However the German works council will not allow this in Germany. They are not so much against German users entering a rating but are against analysts being able to see the individuals rating within requests themselves. As the rating functionality is at a catalog item level there is no way to control this by site/country etc. We'd like a way to exclude users of specific sites from having to provide feedback or alternatively exclude analysts from seeing the ratings for these users within a request.