Lauren
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Enhancement Requests
Everything posted by Lauren
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Hi, Please could someone advise how I would go about following a request? I can see the "I'm Following" filter in the request list, but can't actually see a button to start following requests. Is this a role-based ability? Thanks Lauren
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Hi @Steven Boardman, is there an update with regards to this at all please? Thank you
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Hi, I have a few questions regarding the request list columns (i.e. the customisable headings - Reference, Status, Summary etc). 1) Currently in Supportworks, we have a column called "Solution Text", which displays the first line of the most recent update. This is really useful for our analysts as they can see at a glance what the last update was. It also helps determine whether something is outstanding and needs to be actioned on a request. Having this, in addition to the colours on the request list and sub-statuses to show new updates, would be really helpful. Is there another field that displays this information, or is this something that could be easily added? 2) Our users in Service Manager (both full and basic) have been set up with handles in the format "FirstName LastName UserID" - e.g. Joe Bloggs 12345. The customer column displays customers in the format "FirstName LastName". We really need that ID part to be visible in the request list. I can't seem to see a field that says "User ID" in the available columns - is this something that could be added please? Thanks Lauren
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+1 - this would be useful
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Unable to amend the Update/Post/Call note in an incident
Lauren replied to mojahidm's topic in Service Manager
Hi @Steven Boardman, We have configured the above setting too, to enable our analysts to amend timeline updates if need be. I have logged off, logged back in and refreshed the page but am unable to see the "edit post" option still. Only "update" is ticked in that setting. Do you know why the option to edit post still isn't appearing? Also, can you confirm if there is any way that this permission can be limited to a handful of users, rather than available for all analysts? Thanks -
Thanks @Steven Boardman
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Hi, I am looking into the possibility of scheduling activities from assets rather than using standard changes, e.g. for server reboots that happen each week on the same day/time. When viewing an activity, after it has been created from the asset record, it displays the asset ID information rather than the asset name - see screenshot below. I would like to propose that it shows the asset name, rather than the asset ID, that the activity is linked to - in this instance, rather than saying "Asset: 1" it would say "Asset: Server123" (I promise our server naming conventions are better than that!). This would mean that the analyst owning the activity wouldn't have to navigate to the asset properties every time to confirm the asset the activity is in relation to. Is this a system setting that I am able to change, or is this something Hornbill would have to put forward as an enhancement? Thanks Lauren
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Hi @James Ainsworth I concur with Alisha's comment above - this would be a huge help to us. If this could be put forward as an enhancement, that'd be great. Thanks
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Hi @TrevorHarris I didn't realise this had to be set as we are within the business processes in Service Manager. Thank you :-)
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Hi @Steven Boardman Thank you - appreciate the quick turnaround.
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@Steven Boardman that's great, thank you.
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Hi, We currently have some of our business processes set to add requests to boards - I've now amended this to add to new boards configured in the Board Manager app. I've found that when adding a request to a board via the process, it shows a blank tile in the lane the request has been added (see below screenshot). This has only started occurring since I've created boards in the Board Manager app, rather than the existing Boards function in Service Manager. Are you able to advise why this is happening? Thanks
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Hi @Steven Boardman :-) are you able to help with this query please?
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Hi @James Ainsworth I have found this morning that within progressive captures, we can filter asset types using custom forms. Using Data Provider "Get Assets by Type", we can enter the type we wish to appear in the "Type" field. There are two questions I have with this - 1) is there a way to actually link the asset automatically to the request once it has been logged, based on what has been selected from that list? 2) is there a way to filter on multiple asset types? I've tried adding commas/semi-colons between the different asset types but this doesn't appear to work. Thanks Lauren
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Within the user properties, under the "About" tab, we have configured some of the Custom Fields to show additional user information. For example, we've utilised Attribute 4 to show a user's department. We require this additional information for reporting purposes, as well as ensuring requests are routed to the correct support group. We import this information from AD. We have found that some of the imports from Active Directory are failing - we believe this to be down to a character limit on those custom fields. Is there any way of increasing the limit applied to these fields? Are we able to change the database column size or is this something that Hornbill would be required to do (if possible)? Any help would be greatly appreciated, thanks
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@Steven Boardman that is so helpful, thank you!
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We are currently building Service Manager and configuring our processes. Within Supportworks, we have a mandatory "time spent" field which is prompted to the analyst when logging, updating and resolving a request. This would be a great addition to Service Manager as it will help us to determine how much time/cost is associated with a request, whether it be an incident, problem, change etc. I have only found the "time spent" field within activities in Service Manager - is there a setting that needs to be enabled to prompt for time spent when updating, resolving etc? If not, are there any plans to moving forward? Thanks - any ideas welcome
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Hi @Steven Boardman Can you do this with workaround/root cause details on Known Error records too? (see image) I've looked but cannot see any settings under "Update Request" for this information.
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Great, thanks Steve! Works perfectly :-)
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Hi, I am currently looking into our incident process in Service Manager. Sometimes, faults need to be referred to third parties. We need to record the reference our third parties give us - I see that there is a "External Ref No." field within the "Details" section, which is editable throughout the incident lifetime. Is there any way that this can be populated automatically? I.e. if an analyst enters the third party ref in the call diary update or via an activity, it automatically enters that same reference within the "External Ref No." field. I have tried adding in a suspend node, where it waits for the external ref, but it doesn't seem to prompt the analyst for the information (i.e. with a suspend and wait for owner, it'll prompt the analyst to assign to someone by changing the tab). I am trying to make it difficult for analysts to bypass this stage, as this is important information. Any ideas are welcome! Lauren
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Hi, I am currently working on our Problem and Known Error processes in Service Manager. As part of the Problem process, I would like the process to wait for the workaround tab to be populated before it can move on. I think I've located, under "Wait for Request Update" (Action Focus = Workaround), the way to do this however the process is just skipping this node. Is there a specific node I need to put prior to the Wait for Request Update node? I've configured various other processes with "Wait for Request Update" nodes (other action focuses, including resolution etc.) and don't recall ever having issues with those. Thanks Lauren
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Hi, We are currently importing various types of assets into our Service Manager instance. We have found that, when logging an incident/service request via the customer portal, all types of assets are presented to the customer - including servers, switches etc. We would like to be able to filter out certain asset types on the portal, via the "asset details" out of the box form, so that only those relevant to the end user are presented. Is there any way that this can be achieved? I've looked within the "Asset Management" section of Service Manager and cannot see anywhere that this would be set. Thanks Lauren
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@lokent @Alisha @BobbyB @Gemma Morrison
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Hi, We're currently building our Service Manager instance for our IT department. We already have our Facilities department live - this tool will eventually be used by several departments. Our Facilities department do not use closure categories - I today found that when adding IT's closure categories, it stopped our Facilities team from being able to resolve requests. Is there a way round this at all, or has this issue been experienced by other Service Manager users? Thanks Lauren
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Hi all, We're in the process of building Service Manager for our IT department to use. We're currently determining the roles that will be assigned to users and have found that a large number of teams will have similar roles. With this in mind, we feel it would be incredibly useful to group roles for specific teams. For example, we have teams that will require roles relating to incident, problem, change and other areas. It is a huge overhead to go through manually and associate several roles to approx. 300 analysts. With 1 group, containing the roles those teams require, it'll be completed in much less time. There is also less of a risk of roles being skipped or missed accidentally. Please could this functionality be considered for future releases. Many thanks
