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Smurfy

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Posts posted by Smurfy

    Reporting - Permission Role

    in Reporting

    Posted

    Ok so sorted my test user so now I see tickets in the request list.
    I have given my test user in-app reporting (seems I need that for the "reports" section to appear on the left hand panel) I have also given it reporting user.
    The reports we have are the ones out of the box. I've picked various ones but none of them work with my test user but do with my admin user. So when I select one, lets say open calls by source, I get the greyish box appear with and arrow (just like if I do with my admin user) but when I hit the arrow to run it its says in the middle "no data to display" and the bottom says "no data available."

    1. My test user is a manually created user so I access it via the direct log in.
    2. It didn't before but it does now have our organisation name as the home organisation like all other accounts.
    3. I have also made it a member of the Service desk team (in case I needed to be a team member)

    Before when I couldn't even get the tickets to show in the request list 2 and 3 above were not done. 

    Reporting - Permission Role

    in Reporting

    Posted

    Thanks Steve.

    I can see results on my admin account from the same report, however, I think I may not set up my test user up correctly as I cant actually see any tickets in the requests lists either. I'll come back to you when I've reconfigured my test user.

    I need an OR gate rather than an AND gate

    in Service Manager

    Posted

    I am trying to have two external authorisation nodes running in parallel but I want the whole process to move on if just one of the two nodes gets a response.
    I've tried parallel processing node but that works on the basis of an AND gate rather than an OR gate.

    So what I am attempting to do is to have 2 separate external authorisers via separate emails and to move on when just one says yes or no.
    I was hoping maybe I could force one to expire when the other has had a response but I cant seem to be able to do that either.

    Can anyone help me.

    Notification when a BPM fails

    in Service Manager

    Posted

    When BPM fails (shows as failed in the executed processes section) is there a way for it to notify anyone? I look in there periodically but it would be nice for it to ping me something to says there's a failure.
    Email or hornbill notification. 

    Thanks Laura

    • Like 2

    Chase option on the customer portal

    in Service Manager

    Posted

    Sorry Ehsan I think I have not explained it very well.

    The users can currently update a ticket from the employee portal. I would like an option to chase from there too. So the users get two options on the ticket. Update this call or chase this call. I want to see on a ticket what are chases and what are updates.

    Laura

    Transferring assets from one ticket to a new logged ticket

    in Service Manager

    Posted

    Thanks Steven
    So what I have done is create a button to relog an Incident as a Service request and vice versa. This is when a user has logged it as the wrong type and it comes in via self-service.
    It cancels the old job off and copy's everything to a new one making reference to the old and of course linking the two. It then emails the user so they know the old has been closed and what the new one is.
    Using the new feature your team have recently added means I can display the right button depending on job type and just to our service desk. So Incidents will see a button "relog as service request" and Service requests will see "relog as incident"

    I'm really pleased with it but not being able to transfer the assets is affecting my perfectionist ocd personality :wacko: :)

     

    Transferring assets from one ticket to a new logged ticket

    in Service Manager

    Posted

    I have in an auto task to take details of a call and "log new request" with pulling most of the detail over, it works great. But the only bit missing is the assets that were linked. Is there a way I transfer them onto the new call? I tried all sorts with a node getting the asset Info from the old call and then a node adding assets to the new but I think what I need as a "link asset" option? I'm thinking the add asset is not the same.
    I would be grateful for any help

    Default to All Sites

    in Service Manager

    Posted

    Hi Lee
    I achieved this by hiding the sites in the node.
    I cant upload images to show but in the site node say Yes to hide the ones you don't want.

    Hide Customer's Site
    Yes
    Hide Company Sites
    Yes
    Hide Asset Sites
    Yes
    Hide All Sites
    No
    Hide All Sites in Portals (if all 
    No

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