[Ordering Catalogue Items]

On 5/4/2018 at 5:14 PM, Steven Boardman said:

 @Lauren @Dan Munns @Alisha when you are configuring your catalog items on a service, you can drag and drop the catalog items into the preferred order Under Each Request Type and this is respected in the progressive capture services form when raising as an agent and using the Raise New button.

What is also applied is an alphabetical ordering of the catalog items by request type so:

Change Catalog Items first (sorted by your drag and drop order)

The Incident Catalog Items (sorted by your drag and drop order)

Then Service Request items  (sorted by your drag and drop order)

I have asked the question on having an option to decide which request types are displayed in which order, but i would welcome your thoughts on what sort of ordering / options would help the most here?

Steve

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

[Ordering Catalogue Items]

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

[MultiClips]

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.

[Planned Features]

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.