Lauren

Hi Steve, Thanks for clearing up. I would suggest having incident and service request catalogue items first and second, as these are most used in most organisations, especially by the Service Desk analysts - this is certainly the case for us! Thanks

Hi, Apologies if this has been posted in the wrong place - I haven't used the forum too much! We're currently in the process of building our Service Manager instance. When logging a request via the "Raise New" button, our services list shows all of our catalogue items (incident, SR and change). Is there a way of ordering the catalogue items at all? Currently, our incident and service request catalogue items show under our change catalogue items in the overall list - this isn't ideal as we will use incident/service request far more than the change catalogue items. Please let me know - it's probably something very simple. Thanks

We are new to Service Manager, having used Supportworks for a number of years. When using Supportworks we heavily utilised the MultiClip functionality. This enabled our analysts to quickly update/resolve requests by simply pasting in to the relevant text fields. It was a great contributor in reducing our resolution times and providing a more streamlined service to our customers. I wondered if there is any likelihood of the MultiClip editor being implemented in Service Manager in the near future. We are aware of the "Snippets" function when using E-Mail, however the addition of MultiClips would benefit our departments hugely.

Agree as above, the ability to have different teams using the live chat function at the same time would really improve the service we provide.