lomixture

Is there a way we can edit the formatting of the request list to make 'high priority' jobs appear in red or something? As you can see, apart from the fact that there is an update the team haven't picked up yet, the High priory jobs could easily get lost in a long list of logged requests. Thank you in advance for your assistance

We are also having this issue, and linking all sites to an organisation is not an option for us due to our workforce working across two counties and therefore access is required to all sites at all times. Please could we ask that this bug is fixed as soon as possible to enable the site change in the 'description' to work ASAP? Lauren

Good morning guys - happy Monday! Please could I get some clarity around how members in tickets work? We currently have a situation that is happening fairly frequently whereby staff members are asking the ability to review jobs their manager has logged. We thought, rather than reassigning the customer of the job, we could add the staff member as a 'member' to the job so they could also see info? Can you confirm if this works for a Basic user? As I'm writing this... I think I've just remembered it only works with Users, but wanted to double check. If this doesn't work, is there any other way the individual could get updates on that particular one rather than us reassigning or them calling us up for updates? At the moment, we have sent the individual an email from within the job and asked them to reply to that specific email (with the reference # in the subject) to update the job and request updates, but wanted something more permament than this. Thanks for reading my Monday ramble, hoping they get more succinct as the week goes on! Lauren cc: @Gemma Morrison

Or add the affected parties as members so they can both view it, if you're not worried about whose job list it appears in?

We can't use IE because the icons don't appear in our instance, so we are limited only to Firefox

I have some concerns about the new anaylst portal design, and the choices made RE: spacing/colours etc. As you can see, the questions are very pale and difficult to read as the font appears to have shrunk. There is also an issue whereby the 'description' from the previous question seems squashed on top of the next question's header thus again, making it difficult to read. Please could I ask that this is reviewed and the spacing/colouring looked at because whilst it looks clean and modern, our analysts have voiced concerns. Thanks

James, No problem, I will try and get this done today for you. Lauren

Hi @James Ainsworth, Do you require anything from us at this stage or are the developers looking into it? Thanks L

@DanielRi Thank you for that, that's really helpful! Does each instance have an allocated amount of storage for the email inbox? The reason for my question is, we're not sure which email address to assign to our instance based on the current traffic the email address receives. Lauren

I was wondering how you add a new email address to your instance? At the moment, we have the standard email address on there and a subscription for one further email address. However, when we try to add a second email address, it does not allow us to save due to the following error message. Please could you confirm how we get around this/create the new email address for use within the system? Thanks Lauren

@John Delamare-Timms for info RE: earlier conversation

Is there a way of us seeing how much space is being used by the inbox though?

Please could someone confirm how the email inbox size within Service Manager affects your storage allowances? We are looking at ways to utilise the emails and would like to know if emails on a Request timeline count towards the email inbox storage, and also how much of your allowance is lended to the inbox at any time? Thanks Lauren

Hi James, Unfortunately not, as I do not have a work approved mobile. The initial issue was experienced by @John Delamare-Timms, my line manager. The initial message of this thread was from John's phone, whilst on the organisation's wifi. Lauren

James, This is the line that comes up on the log after @BobbyB tried to upload a photo on his Samsung (also version 1.7.7). On Bob's phone, he received this error message: Could not index activity: Operation[indexer::docAdd] The element <tokenized> was not expected at location '/methodCall/ params/fieldValueitem/tokenized

@James Ainsworth for info, myself and the gentleman above are all working on the KEPSM instance for our org.

@Mike Hibbitt - am I right in thinking you have experienced too? Lauren

@BobbyB did you experience this/can you test whether you experienced the non uploading of images via the app?

Good afternoon, Please could I ask whether this has been seen yet? Thanks Lauren

@James Ainsworth, At the moment, as we are not live yet, only a small handful of people have downloaded the app for training purposes. I'm not sure to what extent they have all been testing it but I can certainly ask and see if they also have the same issue when trying to add a photo. In terms of the Hornbill logs, I'm not sure which log I would be looking at to determine this? Thanks Lauren

Hi @DeadMeatGF All are switched on! Lauren

Good morning, As an organisation, we are looking for a way to track contractor site visits and general bookings of works required. As the SM tool will be used by multiple departments, we were wondering whether there was a function already in situ or that could be looked at to have the following: A calendar editable by multiple teams Where a job reference is set to 'planned', to have a module on the call where you could set the date and this self populate a calendar Reports to be run off calendar to show how many jobs reference that date - for us this would be contractor visits, car MOT/services etc? Obviously this is a very simple outline of it, but we'd be keen to know whether something like this could be looked at? Thanks Lauren cc @John Delamare-Timms

Thanks Trevor, we look forward to hearing more! Lauren

Trevor, Mike and I are from the same org, and we are looking to support multiple teams within the live chat. We imagine this would be a multiple choice at the first level to choose which team you wished to speak to, and then the live chat directing to analysts from those teams for the chat? Lauren

Hi James, The phones are running 1.7.7 currently. My colleague, who was experiencing the issue, has stated they were able to make it work once yesterday but upon trying to replicate it this morning has been unable to do so. This was by taking a photo directly from the app and uploading, they were unsuccessful in being able to upload a photo from their library. In our instance (KEPSM), the SR00001170 ticket number is the one where the photo was able to be uploaded. Lauren cc @John Delamare-Timms