lomixture

No problem, thank you The question was a Service Manager functionality so if it's not viable that's good enough for me!

It would be fantastic if this could be created as a individual service setting, because I know for a fact other users will not want this changed. Is there a way to find out before changing the setting? Lauren

Morning A team who are currently onboarding have asked whether there is the option to include all attachments automatically (or with a tick box) into a PDF download of a request? As our HR team onboard onto the system, there will be a number of Personnel Files requests which are logged, which will also have a number of attachments i.e. forms, images etc. Is there a way of auto-including these into the PDF download off the system as additional pages so the whole PDF can be saved as one doc within the personnel files? At present, the request is downloaded and saved and then the analyst is having to go back into each request and manually download all the attachments to save. Thanks in advance

Morning I have been asked by a HR team who are in the process of onboarding onto the system whether there is a way of choosing which is the default setting in the post viewers drop down (screenshot)? They ideally would like 'team' to be their default to ensure there are no posts/emails accidentally shared with the customer. Thanks

Thanks @Steve Giller

Morning! Is there a way we could instigate the same functionality on the Organisations tab within a User account that there is within the Roles tab? Being able to copy access from one user to another is a great time saver, and having the same functionality within the Organisations tab would save so much time! Thanks

Thank you so much, @Conor! I've learned more in this thread than I have after hours of trawling the wiki. Best keep you on speed dial Have a great day!

Perfect sense, thank you! I'm back at the same problem as earlier though, as to how do I get to the weblink for the category to create the link icon in the service? How do I get it from here in the Service Portfolio: To link here in the customer view? I can't figure out how to open up the Report an Issue (appreciating its in draft in the screenshot) to actually get the web address for that form.

Also why is it only those two that are showing in that corner and not the Facilities, Finance, IT etc etc? Have I built something accidentally which we as an org aren't using?

@Conor I do mean the HR and Sandpit, but looking in them at the back end on the Service Portfolio page, they have no difference in subscriptions than any other service. As an example, this image is of the Facilities service (used by whole force, not visible in top corner) And this is the HR service (used by the whole force, but in the top corner) I have tested this, by going to speak to someone who I know has the most basic of customer access and they can see the HR but not the Sandpit. The sandpit has a list of subscribers on it (a group of individuals who use it for testing things) which I assume is why noone else can see it? However, if we want people to be able to access the catalog items within HR (even if we are making them links), do they not also need full access to the service as a whole? I guess I'm worried if I put people's name's on the subscriber list and it disappears for the general customer in the top corner, would they then still be able to access the linked categories as per my first post? Feels like I'm talking in riddles...

@Conor Thank you for your reply, I've just realised the reason it wasn't showing was because I was trying to use a published category in a configuration that wasn't switched on! Doh! Whilst I've got you ... why are these two services showing in the top right corner but none of the other ones are?! I'm guessing its something to do with pages or domains but there's really no reason for them to be there for everyone to see :S Thanks!

Hi all, I am a longtime user of Service Manager but a large update went live in our org during my mat leave, and I am going round in circles trying to resolve it. Unfortunately all other trained team members jumped ship whilst I was off so I am the only one trained at present...and not even fully trained nowadays! Our orgs decided to use links to show our categories for our customers to click on in the front end, but I cannot for the life of me work out how to find the link for the category?! The image below is a screenshot of the design bar within the new pages/domains (I find this very confusing tbh) but how/where do I get that address from? I have created all the categories within the Service Portfolio but I can't make them appear anywhere please help!

@Steve Giller @Graham Now I've remapped a lot of the custom fields for character reasons, is there a way of rejigging the report so previously logged information aligns with their new custom field and column on reports? As I've had to reuse some custom fields previously used elsewhere within the int-cap, it's showing dates in the wrong columns etc.

So switching to custom_p-t should fix the issue?

@Steve Giller Most of them are! I seem to be coming across more and more issues relating to custom fields.

I've noted on the report that they're all pulling from lettered custom fields, if that has any say in it.

@Graham I've sent you the definition file if that helps?

@Grahamit's currently set to 1024? I did a dip test of the report and none of the fields that I checked had pulled more than 255 characters (inc spaces).

@Victor , do you perhaps have an idea?

Any ideas?

On a report we have built, we have a question from a Intelligent Capture which uses a multi line text box for its free-text answer. This question is pulled into the report, but not in its entirety. It appears each answer is only pulling 255 characters from the free-text answer into the excel download of the report. I have tried CSV and XLSX but neither provides different results. Is there somewhere in the settings we can increase the characters allowed in a text box, and I believe Excel allows far more characters for a single cell. Thanks in advance

All - further internal investigations have been conducted (I feel like Poirot) and I've noticed the following today: These two reports, were both run today. Exactly the same information with the following differences: 34989 - did NOT include a 'only search status.onhold' filter, and covered a 3 month period. Report was blank. 34988 - did include an 'only search status.onhold' filter, and covered the time period from April 2021 - July 2022. Report pulled information, hurray! As you can see, the Process Time was double for the seemingly shorter report (albeit potentially with far more information due to all status types being pulled). Am I right in thinking the later report is failing because its taking too long to process i.e. over 15 seconds? I'm sure I was told the process time was lengthened to 30 seconds but perhaps not. If this is the case, is there anything we can do about it? I know we currently have over 60k records on our system and are due a data cleanse...

@Victor thank you, good for reference in the future. Changing to the custom25 field worked a treat

Ah you are fantastic, thank you both I'm going to stop telling my colleagues ''Sorry, I don't think the system can do that'' because I unequivocally eat my hat every single time

We are being asked by our HR team whether we can force a future date onto a leavers notification. This would mean no request could be logged with a date less than 1 month in the future. Is there any way of doing this, or would we have to settle for a written notification before the date/time box?