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Jenny

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  1. +1 We'd also find this useful, especially if there was also the option to extend it so line managers could view assets assigned to their reports as well (as you can do with the visibility of requests). Many thanks, Jenny
  2. Cheers @Victor, update applied and tested and this is working as it should again, phew!
  3. Hi @Victor, I've just tested it on IN00004402 and IN00004404. Thanks.
  4. Hi, We've just realised that our two stage closure, that has previously been working fine seems to not now be working - whichever option on the portal is clicked ("It's Working!"/"It's still broken") the process seems to be going down the expiry route and marking the call as closed - it's adding the text to the timeline that is added in the Set Status to Closed node that happens down the expiry route so we know it's always going that way, even when pressing the button on the portal sets the status to re-opened (which then gets set to closed by the node). We didn't set this up so I'm not quite sure how the expiry on a node works and why it's now not working. Any pointers greatly appreciated before we get people annoyed at us for closing their calls the instant they say it's not working! Many thanks, Jenny
  5. Hi, We have a business process that was relying on using "undefined" to know when no options in a checklist had been selected. This is now no longer directing things in the same way that they were previously so I'm wondering if these no longer show as undefined? If so what does it now show up as as I'll need to amend our business processes so they work again Many thanks, Jenny
  6. Hi @Martyn Houghton Have you tried under each outcome you have for a task setting the "When this outcome is selected a reason has to be provided" option? It is set under the outcome (so if you have a Yes button and a No button you'll have to set it for both). We have some set that way in our instance and it makes them mandatory. Thanks, Jenny
  7. Hi @Victor One that we had to apply manually yesterday was SR00004240, the email was manually attached to the request. Updated closed requests - SR00001652 (this was also updated by an analyst while closed so I don't know if that kicked something out of kilter) and SR00001116 had an autoreply automatically added after closed. Most are working as expected, just seems to be the odd ones and we can't work out why. Thanks, Jenny
  8. Hi, We seem to be having a similar issue, one of the ones that didn't auto attach did have the same email address against two accounts when we went to apply it manually, but others haven't and when we've clicked the apply to Request button in the mailbox it has found the correct request to assign it to so we've not been sure why it hasn't applied the update automatically. I think all the ones that have failed have been for calls that are on-hold, so I don't know if that makes a difference? We also seem to have had some emails automatically applied to closed calls (despite me checking the setting is off that allows updates to closed calls) but this doesn't always happen as when I try and test the emails end up in the inbox as they should. Many thanks, Jenny
  9. Hi James, Thanks for that, we'd made it visible just then got confused when we couldn't find the field to upload the information. Thanks for the other links too, we'll have a look at those and see if they'd work better for us. Many thanks, Jenny
  10. Hi, I've downloaded the assettelecoms.csv template from the asset upload page in service manager but it doesn't seem to include all the database fields that show when creating an asset type - it's missing phone number, which we'd quite like to include in our upload! Is there a more up to date version anywhere which includes all the fields? I assume if I add the missing fields to my upload template it's not going to know where to map the data to? Many thanks, Jenny
  11. Thanks for the reply Martin, although it's not really the answer I was hoping for right before we're about to go live! They seem to show everywhere else ok for us, it's just the Progressive Capture bit, we'll have to decide if we want to change it all (again!) or live with it.
  12. Morning all, Our Business processes are set up to set the status of a logged request to "New" until the call has been assigned, prioritised and categorised at which point it changes the status to "Open". We've just noticed that when the Active calls are displayed going through a progressive capture it only shows those calls for a user that are set to Open and not those that are set to New. Can we change this so it shows us all active calls for a user (i.e. New and Open) and if so how do we do this? Many thanks.
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