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Lauren

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Posts posted by Lauren

    Showing Connections in the Timeline

    in Service Manager

    Posted

    Hi

    Currently, when a connection is added (either as Impacted or Interested), the request timeline is stamped with an entry per connection. 

    Is there a way to turn this off? Some of our requests have a large number of connections, therefore we find this can clog up the timeline. I know that this can be achieved by filtering the timeline, but as we have a large number of Service Manager users I wondered if there was a global setting that I could amend.

    Thanks

    Lauren

    Linking Requests via Progressive Captures

    in Service Manager

    Posted

    Hi,

    A couple of queries regarding linking requests via progressive captures:

    1) Is there a way to link a request to another request via the progressive capture, without using the knowledge centre? As an example, if we know the reference of an open Critical priority incident, is there a way we can type in the reference of that incident and link it that way? I can't see that there is a way to make the knowledge centre only display incidents of a certain priority, or sub-status etc.

    2) Is there a way to show a list of requests that meet certain criteria (e.g. Incidents with Critical priority and Parent sub-status) in the progressive capture at all? This will help analysts to link to current P1 incidents if they do not know the reference. Again, as I don't think we can filter the results in the knowledge centre, this would be a quicker and easier approach. 

    Thanks

    Lauren

    Is there a way to make a list of incidents that meet certain criteria (e.g. Critical priority, Parent sub-status) appear in the progressive capture to lin

    Remove Button on Customer Details

    in Service Manager

    Posted

    Hi,

    Is there a way of making the "Remove" button on the Customer Details form visible to only certain users? We've had a couple of instances whereby analysts have accidentally clicked this button and it has removed the customer's details from the request. 

    I am aware that the customer can be added back using the "Change Customer" function, however if we can prevent the customer from being removed altogether that'd be great.

    Thanks

    Lauren

    Displaying linked entities in the request list

    in Service Manager

    Posted

    Hi @James Ainsworth

    I thought that may be the case and that makes perfect sense. Therefore, is any of the following possible?

    • A column that will show the total number of linked requests that a request may have
    • A column specifically to show a linked problem or known error, as typically requests would only have one linked problem or known error

    Alternatively, are there any suggestions you may have? We looked at utilising custom fields but I don't quite know how to map (or if it's actually possible!) the linked entity field to a custom field for use in the request list.

    Thanks

    Lauren

     

    Viewing updates where visibility is set to "Owner"

    in Service Manager

    Posted

    Hi @Ehsan

    The default visibility of guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.assign is set to Customer.

    I don't follow any of the requests. I did have a thought though - could this be down to the fact that I'm a member of multiple teams? Does that have any effect on the "Owner" value at all?

    Thanks for letting me know about locking it - I think that may be a good option.

    Lauren

    Viewing updates where visibility is set to "Owner"

    in Service Manager

    Posted

    Hi @Ehsan

    Apologies if I wasn't quite clear in my previous posts. I am the owner of a request, yet the option to set the visibility as "Owner" of that request doesn't appear:

    owner.png.eb413ea2229a7898878cd9a1c915993a.png

    If required, incident number is IN00033547. It seems very intermittent and shows on only some requests I am the owner of. It is the same for other analysts.

    My other question, was that if someone sets the visibility of an update to "Owner" - is there a role or setting that we can switch on that will enable certain administrators of the system to see that update, or all updates where the visibility is set to "Owner"?

    Thanks

    Lauren

    Viewing updates where visibility is set to "Owner"

    in Service Manager

    Posted

    Hi @James Ainsworth @Daniel Dekel @Steven Boardman

    Apologies for picking on you directly. Are you able to advise if there is an option as above?

    Also, we've seen that the "Owner" option isn't on all requests. As an example, I currently have three open requests, all of which I am the owner for, and only one displays "Owner" for visibility when adding an update to the request. Can you confirm what the criteria is for this to be listed please, as I'd assumed it would be visible to the owner?

    Thanks

    Lauren

    Change Schedule - Adding Multiple Entries

    in Service Manager

    Posted

    Hi @James Ainsworth

    So sorry that I didn't ever reply to this!

    Sometimes we have changes that relate to several assets at once - as an example, we have some third parties that supply multiple services to us. As part of one change they're doing, it may affect several services at different points throughout the duration of that change. We'd therefore want an entry to the change/release schedule per affected service, as it gives the Service Desk and other IT staff visibility for each affected service rather than having one entry per a change that could go on for a period of a week or two weeks etc.

    All IT staff and management would need to be aware of this. The change schedule in Supportworks acted as our bible for upcoming changes/releases and would often have multiple entries per change for the reason outlined above.

    Thanks

    Lauren

     

    Viewing updates where visibility is set to "Owner"

    in Service Manager

    Posted

    Hi

    We've recently encountered an issue whereby an analyst added a lengthy update to an incident of critical priority, but set the visibility as "Owner" before going on leave. We therefore didn't know what information the analyst had placed on the request, and had no way of providing updates to management etc. 

    Therefore, is there a role or setting that enables certain admins of the system to see ALL updates, regardless of the visibility? 

    Thanks

    Lauren

    Category Order

    in Service Manager

    Posted

    Currently, the list of categories is displayed alphabetically except for those that are in capital letters. As an example, a category list may appear as follows:

    APQR
    Abcd
    Ajkl

    We'd like the list to be sorted alphabetically, without listing those in capital letters at the top. Using the example above, this would mean that the list would appear as follows:

    Abcd
    Ajkl
    APQR

    Is this possible?

    Thanks

    Lauren
     

    • Thanks 1

    Request Type per Analyst Widget

    in Performance Analytics

    Posted

    Hi

    I am trying to create a widget that displays a bar chart showing the number of open requests per analyst in a certain team, where the x-axis is the analyst (owner) and the y-axis is the number of requests.

    Is this possible? If so, how would I go about setting this up? I've managed to create a bar chart that displays the number of requests as a whole that each analyst in a certain team owns, but cannot work out how to split further into request type per analyst.

    Thanks

    Lauren

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