Daniel Nespoli

Hi all, Is there a way to export a list of tickets containing both the Summary (which I know you can select) a long with the Details section into a CSV? I'd like to pull off a report of last months tickets but only showcasing the Summary (Title) and the Details section. I've pulled off reports in the past but I've noticed 'Details' isn't an available field . . Thanks a lot, Dan

Thanks @Steven Boardman!

Afternoon all, Just a quick one, we've noticed when creating new linked requests to go to another department/team that the attachments do not follow through and apply to the new ticket. The issue has arisen from a user who does not have permission to view the original ticket (intended that way as it's not his team) and therefore is unable to view the attachments. Is this the norm? Cheers all, Dan

Morning all, Since upgrading to Build 2927 we have noticed some odd readings on our dashboards and measures for last month? Any reason as to why this might be? Thanks, Dan

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Good afternoon, Any ideas as to why I cannot assign myself Incident Requests going off the error below? These are my Security Settings: Doesn't seem to be affecting other Analysts. Thanks, Dan

Thank you @Steven Boardman and @Dan Munns for your advice and help. The detail you have both gone into is first class - thank you! It's much appreciated. This is all quite new to me so it's a little confusing on the first read but I'm going to spend some time today exploring the options you've suggested and decide what works best for us. I'll no doubt be in touch if I have any further queries! Cheers again. Dan

Hi Steven, So here's a copy of my progressive capture overview: The 'Department' Field Type is a 'Dynamic Drop Down Select Box' using a list I created with all our main departments: As you can see, I have then included 'Conditional Fields - Departments' next in the Progressive Capture and followed your example which works perfectly when creating a ticket as a customer. However, I have a couple of questions: 1. Is there a way to remove the 'not answered' questions below as these appear in the ticket: 2. I can't see the sub department name on the form summary as part of the ticket as an Analyst or Customer: I appreciate these are probably quite straight forward tweaks to make but this is all pretty new to me! Hope you can help. Thanks again, Dan

This is brilliant thank you Steven. I'm going to give it a go now. Thanks again Dan

I'd like to create a drop down list field as part of one of our progressive captures. It's a department list. I've created multiple drop down lists before but is there a way to create a drop down list with titles? For example: BRANDS AND COMMUNICATIONS - Brand - Digital CORPORATE SERVICES - IT - HR etc etc. It's perhaps really simple and I'm just unaware. Any help will be much appreciated. Cheers! Department Team.txt

Me too. 'Could not initialise core data'

No problem. Attempted yesterday afternoon but have since removed the assets due to a few mismatches from our side of things. We noticed the user field did not import at all despite being on the CSV. The users full display name is what should have imported. Made us wonder if we needed to use their logon username instead.

Hi again Victor! From a CSV in the 'Upload New Assets' section. Thanks, Dan

That's great - thanks for the explanation! All sorted Cheers, Dan

Hi Victor, Thank you. We were under the impression our full users needed this role in order to raise their own tickets as a user on our self service portal. This doesn't appear to be the case! Thanks again. Dan

Good Morning, We're trying to run a mass import of mobile devices within Asset Management but it's not pulling through the associated user for each device. Can anyone advise if the the user has to be in a specific format? Ie Domain\Username? Username? Full display name? Any advice will be greatly appreciated. Thank you, Dan

Good morning both, Thank you both for your replies. To confirm, our analysts do have the 'Self Service User' and always have done. Thanks again. Dan

It appears as though this only applies to Service Requests and not Incidents. Our Analysts all have the 'Service Request User' Security Setting assigned to them but it's as though they have the 'Service Request Full Access' permission.

Good afternoon, Yesterday afternoon we noticed that analysts from all our services now have the option to be able to cancel ticket requests. Has anyone else noticed this? Any advice will be greatly appreciated. Cheers.

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Since upgrading to the latest version of Service Desk Manager the Robin Robin which is set up within our Business Process is only raising tickets to one of our analysts instead of evenly distributing them out. No changes to the Business Process have been made. This has only occurred since upgrading to v1150. Thanks, Dan

I've checked my profile on both our Service and Live portal but I cannot find an option to display or hide my contact number. My colleague is set up as a Super User and he is able to view contact numbers for customers within tickets. We're on the latest version of Service Desk Manager.

Good morning all, Since updating to Service Desk Manager v1150 we're now unable to view customer contact numbers within a ticket. Analysts could view these by default prior to the update. Is there a permission group that analysts need adding to following the update? Thanks!

I was intending to update SM this evening so I will see how things go tomorrow. Thanks!

IN00035310 + IN00035210. If you need any more info let me know. And thanks for the welcome!