Tom Brewster

Hi @James Ainsworth, We now have the option to change the refresh rate in Service Manager which i presume is on the back of this development action and was included in the latest release - this is very useful so thankyou for completing this item! Cheers, Tom

Hi @James Ainsworth, Thats brilliant, thanks for the update - i've applied this to our instance of Service Manager and circulated the good news to our user base, feedback so far is positive so we're happy this functionality is available. Cheers, Tom

Hi @James Ainsworth I just wanted to check if there was anything in the Development pipeline for this one? Cheers, Tom

Hi James, No problem at all, thanks for getting back to me. Cheers, Tom

Hi, Is it possible to have an update on the development status of this improvement at all? i've been chased for it by senior management and if possible would like to be able to advise a date this will be implemented... Cheers, Tom

Currently when an attachment is loaded to a ticket if we want to view it it seems the only way is to download the item, save it then open it locally... Is there a way to open images directly from Service manager tickets without having to download the item, like a "quick view" function? It'll only save a small amount of time and make life a little easier but a few of our SM users have mentioned it so we just wanted to ask the question. Cheers, Tom

No problem, thanks @James Ainsworth - i'm presuming we need to close this topic and refer to the one you mentioned for updates going forward...? Cheers, Tom

Is it possible configure different statuses or categories that can be manually changed to reflect the current status of a call? Something along the lines of "New", "In Progress", "Pending Customer" and "Pending Vendor" would enable us to check the status of a call at a glance if its on hold? In addition, is it possible to set the of a call in the Request List based upon it's priority? Newly updated calls are currently highlighted in yellow but it would be good to have something similar for high priority calls. Perhaps highlighting the call reference or priority fields for High priority calls and Major Incidents?

When selecting a resolution the category being selected is underlined but users have reported it isn’t immediately obvious that the it has been selected, is it possible to highlight the item instead of/aswell as underlining? Additionally if the item is then unselected the "select" button remains solid whereas before selecting a resolution it is "greyed out" and not selectable and this allows the users to continue back to the ticket - is it possible that the "select" button is greyed out again once a resolution category has been unselected?

Currently the request list doesn’t auto-refresh when new requests come in (or at any point as far as we can see) and needs to be manually refreshed to see any new tickets, it would be useful if we could set this to update on a regular basis (every 5mins or similar) if this is possible?