Lauren
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Posts
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Joined
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Last visited
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Profiles
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Enhancement Requests
Everything posted by Lauren
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Hi, Is there the current functionality to be able to report on either checkpoints (whether they've been completed or not) OR outcomes of activities? Thanks Lauren
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Hi I have a few queries around problem management in Service Manager: 1. Is there a setting that can be enabled to automatically add the customer of an incident as a member or connection on a problem/known error, that their incident has been linked to? 2. Once the above has been added, is there something that can be configured to email an update to all of the members/connections on the problem or known error? 3. Is there the option to update each linked incident from a timeline update at any time - i.e. not a node defined in the business process - this is something we had configured in Supportworks and were able to, from any call diary entry, update any linked requests. Thanks Lauren
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Hi @Steven Boardman @James Ainsworth Do either of you have any ideas? Thanks Lauren
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Hi @Steven Boardman Yes - thank you!
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Hi On some occasions, the site listed in the "Details" section ("Site" field) is incorrect and needs updating. When attempting to change this, the two options we have are to 1) remove the site completely, or 2) set the site as the one listed against the user in Service Manager (in the Admin tool). Is there a way to configure the "Site" field within "Details" to list ALL sites? A large majority of our users work from several sites, therefore having this limited isn't feasible for us. Thanks Lauren
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Hi @Victor Our view is exactly the same as Paul's - we have several custom views set up which have been shared across our service, therefore adding another few for multiple request type filters wouldn't necessarily be of a huge help. Lauren
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Hi @Daniel Dekel Thanks for getting back to me. I'll let users know about the time format. With regards to the category drop-down - the orange background on the button to select the category just doesn't seem obvious enough (I know this is also a training matter too). What could be done to make this more obvious? Thanks Lauren
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Thanks @James Ainsworth
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Thanks @James Ainsworth
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Hi, It is likely that this has been raised previously, however I was unable to locate any posts: Currently, within the request list you are either able to view all request types (by selecting "All") or one request type (by selecting the relevant icon) - you cannot select two different types of request without creating a custom view. Is there a change planned at all to enable analysts to select multiple request types? Thanks Lauren
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Hi @James Ainsworth Thanks for getting back to me - apologies for the delayed response on my behalf. We are using the plug-in for request updates and resolutions - we really are trying to utilise the resource management functions in Service Manager so having these as mandatory to complete would really benefit us. I have a couple of further Timesheet Manager queries: 1) We've found that the Timesheet category drop-down (next to where the time is entered) isn't very noticeable - often our analysts miss this and therefore the time isn't added against the relevant record. Is there any way to prompt users to enter this, and stop them from adding updates/resolution, if they've entered a value into the "Hour" field? 2) Can the format be amended from hours to minutes? Thanks Lauren
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Hi Is there a way to lock down the permission of editing assets within Service Manager, but still giving users the ability to view/link/raise activities from assets? Thanks Lauren
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Hi, I have a couple of queries about using the search function (located at the top of Service Manager window): 1. If searching for a particular error messages, and numerous incidents are returned, is there a way to bulk-link those incidents to a problem/known error? 2. Is there a way to sort the results that are returned? Thanks Lauren
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Hi, Is there a way of adding multiple items to the change schedule from one change/release request? For example, we may have three different outages across three days but all are in relation to one change notification. We therefore wouldn’t log three changes for this – we’d log one and have three entries on the change calendar. Thanks Lauren
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Hi We are currently preparing for go-live with Service Manager. We have the following queries: 1) Can the time spent field be mandatory, or a system setting added to ensure that a value larger than 0 has to be provided? 2) Can we have the option to share categories from Timesheet Manager across a service, rather than just user, role or group? Thanks
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Hi, Whilst testing out the email functionality in Service Manager, we've come across a couple of issues: 1) We've got our emails set up to automatically update the request that they relate to (by recognising the reference in the subject field). It then automatically moves the email from the Inbox to Deleted Items folder. To ensure our Deleted Items folder doesn't overflow with emails, and we don't run out of storage, we'd look to delete a certain amount of emails on a regular basis. However, we've found that after deleting an email, the email is no longer visible in the request it relates to. Is there a way round this at all? 2) When logging a request from an email, we've found that the body of the email isn't pasted into the request anywhere. You can only view the email if you navigate via the timeline update. Is there anyway it can be posted into somewhere more visible, on the request? Thanks Lauren
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Thanks @Steven Boardman
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Thanks @Steven Boardman. With regards to the default home view - it is likely that analysts will need to navigate between multiple views per day, so I'm not sure that this will be ideal.
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Hi @Victor Is this possible now at all? We've had this raised to us by a number of our staff. Thanks Lauren
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Hi, We have several views that are visible by all staff, as they've been shared at both team and service-wide level - the list of "Shared Views" for some is quite lengthy. Is there a way that views used regularly, that have been shared with staff, can be pinned so they appear on the main "Views" list? The simplest way round this is to get all staff to create their own views, however this will take a fair bit of time. Thanks Lauren
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Making jobs 'eye catching' in the request list
Lauren replied to lomixture's topic in Service Manager
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Thanks @Steven Boardman
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Hi We've had a query from a few of our users with regards to activities. As part of most of our business processes, activities are generated and set to assign to the owner of the request at that time. Say, for example, that the request is re-assigned as the owner is on leave - the activity remains assigned to the old owner. Is there a way to automatically re-assign that activity to the new owner when the request is re-assigned? Or, is it just a case of the new owner completing the activity when the request is re-assigned? If that is the case, could you confirm which roles grant the permission to complete activities on behalf as others please. Thanks Lauren
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Hi @Steven Boardman Sorry to keep picking on you! It's what you get for being so helpful I guess Are you able to advise if multiclips is in your change schedule at all? We could really do with this, and it seems some others could too! Lauren
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Thanks @Steven Boardman
