mojahidm
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Enhancement Requests
Posts posted by mojahidm
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+1 for the original idea by Kelvin and for Alisha's idea
The main aspect that I require is to be able to know who last updated the ticket and if they were a user or a contact. Alisha's idea would be very good for a quick look to find out if a user or contact made the update and Kelvin's would be very helpful in a report to find out the number of tickets I've updated on a particular day
Many thanks,
Mojahid
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Hi team,
One of our customers has raised a RFE with regards to the size of the columns in 'All My Requests' when they are reducing the browser size
This is what it currently looks like:
However, if you were to reduce the browser size, the 'Date Logged' appears to be fixed and the rest appear to be variable
The request was for the 'Summary' size to not reduce significantly as this is the key piece of information, while the exact time of the ticket being logged wasn't as relevant.
The Catalog item and Customer were also of less importance, then the 'Summary' itself. Perhaps a filter for the search results would be possible...
Many thanks,
Mojahid
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Hi Team,
I've had a bit of a look around, but cannot see if this has already been logged.
When an external customer searches for a phrase in the customer portal, it will only search the tickets that the customer is an owner of. It does not appear to search for tickets if a different customer within the same organisation logged the ticket.
i.e: - a search for 'Invoice not downloaded' which we know to be: IN00000687
I was logged in as myself and was unable to find the ticket.
However, when I logged in as 'UK_Review' (a test account and the creator of the ticket: IN00000687), I was able to see the ticket:
Many thanks,
Mojahid
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Hi team,
would you be able to advise in which table the timeline data is kept?
I found the following thread:
and it's similar to what we want, but failing that, I was wondering where the timeline data was kept
Kind regards,
Mojahid
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Yes, customers have complained due to having to switch between the two, rather then being able to just display everything.
Kind regards,
Mojahid
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Thanks @Martyn Houghton - I'll follow that forum topic :-)
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Hi Team,
Our external customers have asked if it is possible to have an 'All' option when looking at their requests:
Many Thanks,
Mojahid
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Hi Team,
Some of our external customers have complained that when they go into 'My Organisation's Request'
and then into a ticket, if they want to go back to that same filter they can't (I would imagine that 'My Requests' filter is the same)
Clicking the back button on the browser will take the customer to the 'All My Services' page
There is of course the option to right click the ticket and open a new tab, but is there an easy way of going back to the Requests list? Or Is it possible to have a 'Back to List' option in the ticket? Maybe a back arrow link or forward arrow link to navigate through the list of tickets.
Our external customers have a number of tickets that gets raised and are looking for easier usability to help them reduce the time taken to look through the tickets
Many Thanks,
Mojahid
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Hi team,
one of our external customers has asked if there is a way to "Watch" tickets within their organisation
Is this something that is currently possible? If not, would we be able to request this as a future improvement?
Maybe a 'My Watched List'? Located here:
Or anywhere else that you think would be better :-)
The scenario is that there are hundreds of tickets for an external customer. They want to flag the ones that are of high urgency or more relevance to themselves (i.e. they may only want to flag tickets that relate to acquisitions)
Many Thanks
Mojahid
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Hi team,
We've noticed that when you click the Resolve button on a ticket, the cursor doesn't default to the 'Resolution' field. Instead you have to click into it, which has led a few analysts to type away without realising they aren't typing anything and it's an additional mouse click
Not a major issue, but one that would help make using the system a tad easier :-)
Many thanks
Mojahid
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Hi team,
It's been reported that it is not possible to upload multiple attachments to a ticket
I did some testing and found the following:
On Customer Portal (External Customers)
Unable to 'Upload' multiple attachments and unable to 'Drag and Drop' multiple attachments when creating a ticket
The same applies when trying to upload to the timeline
On Service Portal (live URL):
Unable to 'Upload' multiple attachments and unable to 'Drag and Drop' multiple attachments when creating a ticket
You can however, when you try to upload to the timeline
Many thanks,
Mojahid
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Hi Team,
Is it possible to highlight the Search Term when searching in Requests List:
As can be viewed from the above the 'Data Migration' isn't highlighted.
We are after something similar to what is within the Hornbill Forums:
The word 'highlight' is highlighted.
Many Thanks
Mojahid
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Hi team,
I've got a bit of an issue where if I change the threshold for a measure > click Save > refresh the page > the changes I made aren't saved. The Threshold values return to what they were set to originally.
Not sure if I'm doing anything wrong...
Many thanks,
Mojahid
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Hi Team,
I'm currently working on a report where we need to know the timescale of priority 3 tickets being resolved
i.e.
how many tickets took a week to resolve
how many took a month
how many took 6 months
and how many took longer than 6 months
I have the following SQL that I ran in database direct and it works as I would want it:
select h_pk_reference, h_fk_servicelevelagreementname,
case
when h_fixtime between 0 and 16200 then 'Less than a week'
when h_fixtime between 16201 and 648000 then 'Less than a month'
when h_fixtime between 648001 and 3888000 then 'less than six months'
else 'more than six months'
end as P3Timescale
from h_itsm_requests
where h_requesttype = 'Incident'
and h_container_id between 88 and 104
and h_fk_priorityname = 'Priority 3'
and h_status in ('status.resolved', 'status.closed')
order by P3Timescale
But is there a way of getting this to work in a report?
I could also do with having this as a measure/widget if possible.
Many thanks,
Mojahid
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Hi, any update on this?
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Hi, any update on this?
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It's a bit slower in Incognito mode (weird), but it is leaps and bounds better than working in Firefox and IE
Thank you
Mojahid
NB: Could just be an issue with my computer/browser setup - haven't done any testing
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Hi,
I have an issue in Chrome, where I cannot log into both admin and analyst (live) URLs at the same time
If I try, I get the following error:
Is there a way to use both URLs in the same browser?
I've tried to use different browsers (IE and Firefox), but Hornbill works a lot better in Chrome. (It's just plain faster to load and move between different screens, which is extremely important when we have a lot of work to do and need to get it done fast :-) )
Many Thanks,
Mojahid
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That's fantastic @ArmandoDM!! Thank you
Mojahid
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Hi @ArmandoDM,
did you know if there was a timeframe for this fix?
Our Go-live is on Thursday. I believe we can wait a bit before having to try a workaround, but it would help set expectations for our users/customers if we had an idea of how long it might take to fix
Many thanks,
Mojahid
How many tickets were looked at during a particular day
in Service Manager
Posted
Hi,
I was hoping for some advice on how best to be able to pull through data on how many tickets I looked at during a particular day
Ideally, I want to know how many tickets I have resolved, updated, put on-hold, changed sub-status of. If there is a way of doing this or if you had some recommendations on how to achieve it, that would be great :-)
Many thanks,
Mojahid