Claire Holtham
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Enhancement Requests
Posts posted by Claire Holtham
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Just fyi we get that too (you're not alone). Hornbill are already looking into it for us.
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Thanks Victor. What will happen to the email if they are set to 'off'
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At present when an email drops in to the Service Desk mailbox, if it has a call reference in the subject line, it is automatically added to the call.
Is there a way of the rules looking at the status of the call, and if it's resolved or closed not appending it to the call?
Claire
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Can you mark us as 'Interested' too.
We'd be particularly interested in them being emailed....
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thanks @TrevorKillick - tis really good to know that if someone has a moment and presses uninstall that it's easily reversed.
Much appreciated!
Claire
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Hi Ehsan, what I meant was, sometimes there is a major release which knocks something else out, and it might be a couple of days before that's fixed.
If there was a 'notes' area under the major release where any issues with it were noted then we'd know not to apply it til we could do both the release and the fix at the same time.... if one customer identified an issue, others could benefit from that information.
As it is, before we apply a release we do a broad sweep of the forum to see if there have been any issues for other customers. It's not very scientific.
I guess I'm asking for info to do with a release - notes, any issues, and their solutions should be held in a slightly more structured fashion.
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I was just browsing the forum looking to see if anyone had worked out how to get an email notification for the owner of the call as soon as it came off hold. Your suggestion @samwoo would be perfect.
I think we used to get an email when calls came off hold in the old system, I can't see how to do that for Service Manager...
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What are the consequences of hitting the 'Uninstall' button? (I'm not going to, it would uninstall ServiceManager).
It's in the region right next to the 'upgrade' button, and a worrying logic might suggest to new administrators that the 'uninstall' button would roll back the release. When in fact it uninstalls the whole Service Manager application.
What I'd like to know is how quickly I'd be able to install Service Manager again if it was accidentally clicked, and what it would do to existing data and config.
Cheers
Claire
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We're on release 1065 - is it fixed in 1066 or the next one please??
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Would it be possible to add any issues (and their fixes) on these releases to the announcements page? That way all information about a particular release is held in one place.
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Hi Victor,
That makes sense, I can see why that has been introduced. However, as it happens after every email we write it's introduced unnecessary extra clicks. It would be better if it only showed this feature when someone other than you was updating the call you were in.
C
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thanks!
I also got a phone call on this topic (thank you) and now know that a Collaboration only user can approve authorisation activities, including those raised via bpm on the service manager application (even though they do not have service manager user licence).
However, Collaboration users would only be able to see details of the service request that were on the activity itself (or in Document Manager if you use that).
(Sharing in case this is relevant to other users :-) C )
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Since the last update, when we've finished sending an email to the customer a 'click here to reload' message pops up.
It’s annoying that we have to do it now and didn’t before - It’s just an extra click but not sure why it’s appeared.
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I'm wondering if I add 'Collaboration user' to the access of some 'basic' users, whether they then would be able to authorise via activities.
At the moment, in the Service Manager bpm I can add an authorisation task, which full users receive an email notification, which they can click the 'authorise' button on. Would collaboration-only users be able to authorise that sort of authorisation task.
Any thoughts....
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thanks James!
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Hi @James Ainsworth could you add me as an Interested Party too? This would be most useful for us, our user base are not always seeing the 'More Services' button, and we're ending up with calls logged as 'Incident' which should be logged as Service Requests.
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On 10/04/2017 at 7:36 PM, James Ainsworth said:
We are looking at introducing an additional auto-refresh after a period of time. I will add you as an interested user to this change.
Hi James is there any update to this. I'm being asked for it again by our users?
Thanks
Claire
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That is great. Thanks Victor!
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Morning, I've a query, I've read the guidance on https://wiki.hornbill.com/index.php/Escalation_Actions but it's not clear about the email templates. I have created an email template in the usual place under the entity 'Requests', and given it a Subject (including call reference) and content. However in Escalations there is a space to enter subject and message too.
Will the final result be a combination of these two things or does one supercede the other - or do need to be creating the template using a different entity?
Cheers,
Claire
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Just tried turning on the Desktop notifications (as suggested higher up the thread), but I get 'Desktop Notifications are not available for your browser' - is there a setting I need to turn on either in ServiceManager or Internet Explorer (it's IE 11)?
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Thanks James - that will be very welcome!
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Hullo, we are interested in this too, it would be very useful for staff to have an email reminder to complete an activity. We all currently monitor our emails, and having these notifications coming in on that same channel would be the simplest and easiest for our staff.
Cheers
Claire
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HI James - this is something our users are asking about too. Can you let us know when it's coming please?
Cheers
Claire
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That is wonderful. Thank you very much Martyn.
Implications of Changing the Admin Password
in Service Manager
Posted
Hullo,
we noticed that our upload of assets has not worked for some time.
It turns out the interface requires an admin account and password.
We think that someone has reset the admin account, but not updated the password on the Asset upload.
Obviously we can reset the admin account password, and put that new password into the Asset upload. Does anyone know if there are any other places we'd need to update the new password inside the system?
We don't want to fix the asset upload but break everything else.
thanks
Claire