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mojahidm

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Posts posted by mojahidm

    Sort the bin by date/time deleted option

    in Service Manager

    Posted

    Hi,

    Currently, we have the option to sort the 'Deleted Items' folder by Date

     

    image.thumb.png.c12eb8870a7d5bf43ab5eb274399581c.png

    The Date refers to the date of the email

    Is it possible to have an additional option to sort by the Date/Time that an email was deleted/moved to this folder?

    Something similar to how the recycle bin on Windows can be sorted by the date a file was deleted

    image.thumb.png.778e18d46b05610bcdcb2f51b4458cc4.png

     

    This is wanted because the mailboxes are shared and if a colleague deletes an email, rather than you being able to check the 'Deleted Items' folder for the most recent deleted emails in there... you have to scroll down and due to the number of emails that are received on a daily basis, spend some time searching for the email.

     

     

    Managing Shared Snippets

    in Service Manager

    Posted

    Hi,

    Is it possible to allow users to manage snippets that are shared with them?

    I found the 'manageSnippets' permission and added it to a role

    image.png.4b383b6c6291ac3c6fecf8cb987d1cb5.png

     

    However, when I tested a shared snippet, I still get the message

    image.thumb.png.cfcdd65942dc92f393a82b1e0076764a.png

    Is there some other permission that I may be missing?

    E-mail update to all linked request contacts to a major incident

    in Service Manager

    Posted

    Hi,

    Currently, when a major incident occurs and multiple tickets are linked to the Master Ticket, there is no way for us to email out to the contacts of the linked ticket to let them know of the progress of it

    Is there a way to do this currently or if not, can it be a enhancement?

    The function to update and resolve the ticket and the linked tickets is possible. It would be good to have the same functionality for when we need to email out to the linked tickets contacts

    • Like 1

    Is it possible to have only the working time display in a PCF?

    in Service Manager

    Posted

    Hi,

    Currently, when a user raises a ticket and the option of Date and Time is given, the Progressive Capture Form has the option of choosing a particular Calendar (such as Sweden Calendar).

    However, I could not find an option to limit the hours so that only working hours are displayed

    image.png.24ff9d3d1995184f33cd843f0eb5c9b7.png

     

    The request above is for selecting a date and time for when a customer goes live with their system

    Due to the nature of the request, this is giving the user a mistaken impression that the time can be set for out of hours

    Is this something that can currently be done by the system or is it possible to request this as an enhancement

     

    Kind regards,

    Mojahid

     

     

    Contacts are unable to see their old tickets if they are no longer subscribed to a Service

    in Service Manager

    Posted

    Hi @Victor

    Just to give an example of the scenario we have...

    We have an old service and our customers are gradually moving to the new service

    We want to make it so that the customers that have moved to the new service can no longer raise tickets for the old Service

    However, if we unsubscribe the customer from the old service, they can no longer view the tickets that were associated to it

    With regards to the above... letting them see the Service, but not raise new requests against it... how would you go about implementing this?

    Kind regards,

    Contacts are unable to see their old tickets if they are no longer subscribed to a Service

    in Service Manager

    Posted

    Hi Team,

    Currently, Contacts are unable to see their tickets if they are no longer Subscribed to a Service

    Although they should not be able to raise new tickets against the Service that they have been unsubscribed from and not be able to see the Service in the Customer Portal, we did need them to be able to see the old tickets, especially the tickets are are still open

    Is this something that you may be able to assist with? Or any ideas on how to achieve?

    Kind regards,

    Mojahid

     

    Is it possible to make Contacts added as Impacted to view the ticket

    in Service Manager

    Posted

    Hi,

    Is there a way of making it so that a ticket from a different Organisation/Site can be made viewable to multiple Contacts if they are added as Impacted or Interested or if their ticket is linked?

    For instance, a high priority issue occurs. Tickets are raised for each Organisation that is affected and then a Master Ticket is raised under our Organisation. The idea is that tickets would be linked to this Master (Or Contacts added as Impacted) and then updates and resolutions can be carried out easily. If a Customer wanted to view the Master Ticket in the future, would it be possible? We are currently reviewing our processes and this was one of the queries to determine what route we may take

    Many Thanks

    Mojahid

    To be able to view the Catalog Items a Contact is Subscribed to?

    in Service Manager

    Posted

    Currently we have certain Contacts subscribed to certain Catalog Items

    Would it be possible to have an easy way to be able to identify what CI a particular Contact is subscribed to?

    For instance, in the below image:

    image.png.9e4a031a76043cdd688edf1f16e15047.png

    for it to be possible to click on the Service and then see the CIs that they can view?

    Or maybe even another section called:

    Mojahid SLA's Catalog Items
    NB: Mojahid SLA's is the contact

    Kind regards,

    Mojahid

    Is it possible to view the Catalog Items a Contact is Subscribed to?

    in Service Manager

    Posted

    Currently we have certain Contacts subscribed to certain Catalog Items

    Would it be possible to have an easy way to be able to identify what CI a particular Contact is subscribed to?

    For instance, in the below image:

    image.png.9e4a031a76043cdd688edf1f16e15047.png

    for it to be possible to click on the Service and then see the CIs that they can view?

    Or maybe even another section called:

    Mojahid SLA's Catalog Items

    Kind regards,

    Mojahid

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