Josh Bridgens

Hi All, One of the big selling points with Service Manager was the ability to customise the PCF's that the Service Desk Analysts see based on how the call progresses... At the moment we have: Start > Description and Summary > Service Selection > Switch PCF (If clicked) what this does is completely switches PCF and deletes the old data from before it switched (understandable) but, I want to add the ability for the Analyst to stop it from overwriting the description/summary at all but still give the options from the catalogue PCF. (Pull through the original Summary/Description entered when the call first started going through the process. I hope this makes sense and someone can help Many Thanks, Josh

@Victor - Will do!

Seems to be something on our end, Thanks Victor

I will leave it, it only looked like it was fialing to pull through the "users profile" Look forward to it!

@Victor Any Luck with this? Could I PM you with something I think I may have found? its quite strange but its the only differenc eI can see in which emails go through and which ones dont.... Josh

@James Ainsworth Service Manager has already provided it to me through the sites selection, If I'd of kept on digging I might have found it, Thanks so much for the help, please keep me updated on anythign that happens with user name search

Hi All, Wondering if anyone can point me in the direction of how to show who and when the call was last updated by an analyst (not part of the bpm) in a report with only certain calls included? I have managed to isolate the specific calls I need but I need to see who last actioned them manually... It would be extremely useful Many Thanks in Advance Josh

Hi All, We are having issues with users using Pin's to log onto their machines, then when they access our Self Service, they are greeted with an AD Federation Services Error, I cant remember ever seeing so but does Hornbill work with Microsoft Hello and their Pin? Any Info would be appreciated. Josh

Thank you @samwoo for helping, appreciate it. I will put together a test capture and see whether this allows me to do what I need it to do, from what Ive seen it should do the job nicely! If you can update me on the name selection story whenever possible it would be greatly appreciated! Josh

On top of this, is there a way to select one of the Office locations from within the Organisational database within SM? Many Thanks, Josh

Hi All, Are there any plans in the works to allow a Custom Form in a PC to bring up a list of the Users names? We are bringing the Starter Recruitment Process to Service Manager and one of the questions we have to asks is the Users Line manager. Is there any way to bring up a list of all users WITHOUT it changing the name of the user the call is logged to? Many Thanks, Josh

Hi Victor, I can tell you that this happens randomly, I' had it happen on a call this morning, 5 minutes later I've typed the message up again and its sent no problems. I've changed the "To" field on some and it seems to be the same, most will send, the odd one doesn't.

Thanks Victor, Glad to know its not just me! Josh

Hi Victor, Thanks for getting back to me - Status: Failed Recipient Id: 118832 Date Log Entry 2018-11-05 10:24:07 Permanent failure delivering message to target recipient. Status set to 'failed' 2018-11-05 10:24:07 The target domain is invalid, delivery not possible to: prospects.co.uk) Any ideas? Josh

Hi All, Since the recent update which changed the functionality of the emails back to the original state, it appears that we have been having errors occur when sending emails out from within requests. After automating a lot of the processes for the Service desk emails we haven't been cheeking the inbox as often and have only just noticed this is happening. When sending the email from within the request is gives the confirmation the email has been sent but we don't know its failed without going in and checking. I am unable to currently find any reason these would be failing and System Engineers here are unable to see the emails leaving the Servicedesk@xxxxxxxx Outbox. Any Help would be appreciated, Josh

Morning All, A Department we support has recently said they have noticed an improvement in efficiency from the Service Desk, less wait times, more call information... etc In an effort to bolster support for the Service Desk and better explain what we have done to make a difference, I've been told to drop almost everything and see what I can put together - Report and Advanced Analytics wise - to show the efficiency changes in the Service Desk as the system has slowly changed. My Question is, does anyone have templates or examples of the measures / widgets they use to show performance based on individual departments they support? I am fine with the Reports side however not so good with the Sparkline, measure etc. side of the Advanced analytics yet. Any help would be appreciated! Josh

Hi @James Ainsworth Thank you for coming back to us so quickly. I think the major "gripe" with this is that it USED to be a lot easier for the people who are not working with the "back end" of Service Manager, the typical user was more than happy looking at the email icon, clicking into it, writing what they want to say and being content that it has been sent with the house style that our users have come accustomed to. Not much extra effort is required and I can see the added benefits of this system, however... In my personal opinion, the option to create templates that auto fill with information is a much better idea than having users adjust the template themselves... It seems like a bit of a step backwards. I hope that is a fair comment Josh

@Victor I'm sorry to tag you like this however after Applying the recent update and checking everything, It didn't seem to be making any changes that would cause any harm (admittedly my fault, I pushed the update) However it seems to have changed to this, which I cant find a way to change this back.... Any help.. please?

Hi Guys, How do we disable this new email view? Quite a few of my users have said they prefer the old style.... Any help? Josh

Fantastic news, Many thanks for the fast response guys. I await the update that says this has been added! Josh

All your fans? Thanks Victor.

@Victor doesn't receive messages!!!! lol I have attached the PCF and BPM for the purchasing, these are extremely basic at the moment while I build the integral "Maths heavy" part of the calls. The later tasks are sat in another process at the moment ready to be copied over Ignore the names - this is proof of concept at the moment prospects-purchasing-capture-v2.pcf.txtprospects-laptop-purchase.bpm.txt Any ideas you may have would be greatly appreciated. Josh

Thank you for this, as our first endeavour to fulfil a need outside of IT I want to get this done right. Josh

Hi @Victor and @NeilWJ I know its not been long, but has there been any developments? Or is it on the back burner? Josh

Ill keep me mouth shut Apologies @NeilWJ Josh