lomixture

+1 Would be SUPER helpful as a) we always have people complaining they can't see the yellow (appreciate there are other colours we could change to, but they're all difficult to see depending on your screen settings) b) we have large teams who dip in and out of workload, and if the supervisor clicks on an 'updated' job to see where they are in the process, the line then 'un-yellows' for the analyst working on it so they are then unaware of any updates and so c) the last updated column would enable the analyst to see that its been updated since they last checked without the need for a colour, potentially

Thank you

Is there a particular reason why this can't be available on the standard view?

? I don't have the + custom column button that Steve is showing

@Steve Giller, Are you able to make your own columns then, to show a Custom Field? L

Hi all, This is something our customers have long requested. Is there any update on whether this could be a possibility as we always use h_description on check boxes/simple lists and so the wording would be 5 words maximum. Lauren cc @Gemma Morrison@Will Meekings

The aim of the document would be for individuals to print it, and affix it to the reported fault, to try and eliminate others logging the same fault. Whilst we'd struggle to make it mandatory, it would be great to have that option there to hopefully lead people to being good members of staff!

Sorry, not very technically minded here. What would the integration mean for users? We use SM within our force, and are currently in the process of Win10 and the whole package including Teams coming into effect. What could the users expect from the integration across both platforms?

Good morning all I was wondering if there is a way to include a document for download/printing into a progressive capture? I'm aware we could link it to a document saved on the internet/pdf but didn't know if there was a form of sorts we could use. This would be for when faults are logged - a document would 'generate' allowing individuals to print this off and stick on the fault to stop multi logging of the same issue. We would like to avoid emailing the document to them post logging, to save added pressure on our email system. Thanks in advance cc. @Gemma Morrison

Bob - Will this only work on requests logged once we've added h_custom_a to the field? L

Thanks Paul, checked it out, but it looks like it's going to be more work to convert them into flowcharts from the raw data in the excel so probably quicker to have the Portal open and copy/paste direct into the shapes! L

Thank you Deen, shame though as having localised flows of our workstreams has been requested by our HOD!!

Afternoon, all! Is there a way of downloading the entirety of a progressive capture into a readable format? We've got back ups saved locally, but we have been asked if we can provide a 'print out' of the question sets for all our progressive captures. I know in the admin tool we can print the flow, but it doesn't show the questions within the nodules. Thanks in advance, Lauren

Thanks so much Bob, we will try this and see how we get on! L

Hi Bob, No, we don't currently use any of the h_custom within our portfolio - but another dept who use the system do. Would we need to ensure we don't use the same customs as them, or can you use h_custom_a for example in multiple services at once? Lauren

+1 - sounds useful!

+1

James, We use the reporting tool a lot within Service Manager, and have come to be fairly comfortable with it. For me, I think I can provide the following feedback based on my experience with the tool: Requests I'd like to be able to see graphs within the reporting tool, rather than having to exit and build widgets etc based on them. To have the ability to see our data in a pie/bar chart, or perhaps even word clouds of the most regularly used words on a specific question for example would be really cool. On the wiki, there is a page for the h_itsm_requests which we refer back to fairly frequently. Could this be linked somehow, like on Microsoft Excel, where it picks up your key sequence and gives you recommended elements to input? Screenshot for reference. Could we have libraries for reports within reports, rather than just when they're published? As more teams and departments come onto our system, our list of reports is being enormous and so to have top level categories where we could only choose to see the reports for our area would be tidier and easier to navigate. Challenges I personally still struggle with the SQL Schema Designer reports, and linking tables or knowing what to choose to get the report I require. It is very confusing to me, but perhaps that's my limited understanding. I think my point here is, is there a way of having almost an information icon next to things to help and guide you in the right direction? Something you could hover over, or that prompts what to do next to get your results? Even typing that, it sounds too broad... Our reports seem to have an issue now whereby we can't run a report for longer than a 30 day/month period. We have a number of 'lifetime' reports that no longer work. This happened around the same time we upgraded to Microsoft Windows 10/Office 365 and so I wonder if it is more a compatibility of the output files rather than the reports themselves. The reports all see to take over 30 seconds to run, compared to other reports which take 7ish seconds. This is making the reports 'time out' and show as blank. Top Features I like how clear it is to see which reports are available and which are in development, it's a good way of tracking what we're working on and what others shouldn't touch! How flexible the reports are; choosing your columns, filtering, order etc - it makes creating the report you require very easy. Publishing to documents, for individuals who don't have analyst accounts to view is very handy - it's a clear and concise way for them to track their report histories and what's going on. Overall, we have had great success with the reporting tool and I think some tweaks could make it even better. Lauren

I've just gone in and checked the ProCap questions, and there is the Property Ex Ref number which is mandatory - this relates to the inhouse system and so I wonder if this might be the field we'd need?

Good morning! I was wondering if there was a way of pulling requests into a report based on whether they mention a keyword? At present, we have a number of 'movement of item' requests that relate to a specific system we use inhouse. The supervisor of the team (who is a user, not an analyst) would like a report created so she can see how frequently her team are logging requests related to the inhouse system. As the progressive captures are fairly generic, there isn't a question on the form which says simply ''Is this related to XX?'' as for 80% of the work it would be a redundant question. Therefore, I was wondering if we could search for answers including the keyword? If not, I guess it'll be an excel filter situation! TIA Lauren cc. @Gemma Morrison

Whoops, completely forgot about the help portal!

Hello We installed the latest update at 09:11 this morning, and since 09:13 none of our business processes have worked. They are ALL failing before the first checkpoint on the timeline and sitting with no owner, no team, no assignment to anything. This has only just been noticed, but we have around 100 jobs this has affected. Please could we ask for some help in ascertaining what's gone wrong, and fixing it? @Victor @Gemma Morrison

Hello all, I appreciate this was 7 months ago, but we are encountering issues with reports at the moment. Having been directed by my team to do so, instead of running a report for a full year as I would previously have done, I tried doing it in six monthly chunks. This didn't work, and so I tried 4 months / 3 months / 2 months and finally back to 1 month. The only report that has worked on our instance is the 1 month which has taken 30 seconds exactly to run. All other time periods are showing as blank once 'run'. I wonder if our problem could more be about the amount of time a report is taking to run, rather than the cap of data lines? Previously, our reports on average took 8-10 seconds to run whereas they are all taking 30 seconds to run now. Could this be down to our upgrade to Windows10 and the Cloud? I'm not sure if this would have an impact on the system writing reports to work with the newer excel? Hope this all makes sense, let me know if you need any further information Lauren

@Victor @Bob Dickinson Hello both, I'm back from mat leave and catching up on all things Service Manager. Has there been any movement on having two+ separate teams on Live Chat since the conference? It's something we're still keen to use, but at the moment are limited in our use of it due to not being able to separate out the teams. Thanks