[Authorising on behalf of someone]

Hi,

In Supportworks, users who weren't listed as approvers could approve changes/releases on behalf of those who were listed as approvers. Is there a way to set this up in Service Manager, without assigning the highest Change and Release Management-related roles to those users? 

The reason for this is that some managers who were listed in our CAB would delegate to their technical leads to comment on changes/releases.

Thanks

Lauren

[Retrospectively adding time]

Hi @James Ainsworth

Do you have a date for the Timesheet Manager update please?

Thanks

Lauren

[Removing custom request list views]

Hi @Victor

Are you able to advise on this please?

Thanks

Lauren

[Removing custom request list views]

Hi @James Ainsworth @Steven Boardman 

Sorry to pick on you both - are you able to advise if there is any way to amend/remove custom views for the request list that have been set up by users who have left the organisation?

Thanks

Lauren

[Removing custom request list views]

Hi,

We've got several custom views that we need to remove/update that were created by someone who no longer works in the organisation. How do we go about doing this? As I understand the only way to do this is to get the owner (creator) to...

Thanks

Lauren

[Retrospectively adding time]

Thanks @James Ainsworth , that's great. I'll wait to hear back about when it is due

[Request List Columns]

Hi @Steven Boardman

Are you able to confirm if this could be added as a column to the request list?

I've also been asked if this is something we could include on reports (i.e. the last timeline entry). 

Thanks

Lauren

[Retrospectively adding time]

Hi

When adding time retrospectively, is there a way to link it to an entity? We've recently had a major incident and, understandably, our engineers are focused on returning service rather than updating the incident record at the exact time. 

Within a users' timesheet, they can add retrospective time and select the relevant categories but cannot link it to a request or asset. Is this something that could be added if it isn't possible already?

Thanks

Lauren

[Email Attachments not appearing in requests]

Hi @James Ainsworth

Is there an update with this one at all please?

Thanks

LAuren

[Request Status toolbar missing for custom request list views]

Hi

When viewing any of the out-of-the-box request list views (e.g. My Requests, I'm Following etc) the following toolbar is displayed, that lists how many of the requests in that view are open, on-hold, resolved:

When creating a custom view, the above toolbar disappears and it just displays a request total:

At first, I thought this could be because all 215 requests in that view have the same status. However, I can see that there are requests that are on-hold, resolved and closed in this particular view. I've tested another view and have found the same thing.

Could the status toolbar be enabled on all views, whether they're custom or out-of-the-box please?

Thanks

Lauren

[No Option to Edit/Colour]

Great, thank you for the update @AlexTumber

[Searching in Service Manager]

Hi @Steven Boardman @James Ainsworth

Are there any plans to introduce bulk-linking at all? It would be great to be able to do this from either a request list view (where you check the requests you'd like to link) or via the searching.

Thanks

LAuren

[Adding Site Company to Request List Filters]

Great, thanks @Steven Boardman

[Resolving Requests when Closing Projects]

Lovely, thanks @AlexTumber

[Making Time Spent Mandatory]

Hi @James Ainsworth

No - we're looking to make the time spent mandatory when adding timeline updates and resolving requests. We've already made time spent mandatory on completion of human activities.

Thanks

Lauren

[Category Tooltips]

+1

[Making Time Spent Mandatory]

Hi @James Ainsworth, @Daniel Dekel

We are beginning to utilise TimeSheet Manager more and all staff have a requirement to add their time to requests, activities etc.

If it isn't possible still to make time spent mandatory, please could I request an enhancement to our instance for this. Apologies if this is not the correct place to request this. 

Thanks

Lauren

[Adding Site Company to Request List Filters]

Hi @Steven Boardman

Thanks for this - that would definitely work. However, there is no way of adding custom fields to the "Criteria" associated with a custom request list view. Therefore analysts would have to sift through the request list looking for either Kent or Essex listed in the relevant custom field.

Are there plans to add the custom fields to the drop-down for custom view conditions? Our teams get hundreds of requests each week, therefore I'm not sure that this would be any more efficient than their current set-up.

Thanks

Lauren

[Resolving Requests when Closing Projects]

Hi

Is there a way to resolve all linked requests when a project is closed? We see this working in a similar way to resolving a parent incident and all child incidents automatically resolving.

Also, are there any plans to enable the linking of incidents, problems and known errors to projects at all?

Thanks

Lauren

[No Option to Edit/Colour]

Thanks @AlexTumber

[Adding Site Company to Request List Filters]

We've started to utilise the "Company" field for our sites - to add some context, we have sites across both Kent and Essex and have added the two counties as our companies. We've then associated each site to a company based on its location. 

We have support teams across Kent and Essex who currently have their request lists set to show any requests where the customer's company is either Kent or Essex. However, some of our staff based in Essex work in Kent and vice versa. This therefore means that the support teams' requests lists aren't always accurate.

As every request has a site associated, could I request that the "Site Company" is added to the filters for request list views please? 

Thanks

Lauren

[No Option to Edit/Colour]

Hi @TrevorHarris

We've been using the colours on boards for some time now and they're working well 

One thing we have found is that you cannot change the colour of project tasks that are added to boards. Is this something that is going to be added at any point?

Thanks

Lauren

[Searching on Progressive Capture Answers]

Hi

Can I request that a third option is added to the search bar please. Currently, you can search either the details or the timeline of requests (as below). We'd find it useful if there was a third option to search the questions of requests. 

Is this something that could be implemented?

Thanks

Lauren

[Fix Time of Requests]

Hi @David Hall

Thank you for this - we've been using it and it works perfectly.

Are there any plans to add this to the "Information" section of the request, where the response/resolve targets are at all? It would be useful to have it displayed on the request itself.

Thanks

Lauren

[Showing Connections in the Timeline]

Thank you @James Ainsworth