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lomixture

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Posts posted by lomixture

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    in Service Manager

    Posted

    +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

    Request description column

    in Service Manager

    Posted

    Just now, Victor said:

    @lokent custom field A for incidents on Service 1 might have a different meaning than custom A on service requests on Service 2... It means that the same custom field on one request can store completely different unrelated information on another request. It won't look right if viewed on a standard list that cannot have the filter configured...

    Thank you :)

    Request description column

    in Service Manager

    Posted

    14 minutes ago, Steve Giller said:

    @lokent Unfortunately Victor's comments still apply - it may be that in your Instance all h_description fields are short but this is not the case for the majority of customers, and the product decisions have to cater for all.

    In your case, it sounds like it would be fairly straightforward to either copy or move the 5-word description you require into a Custom Field which certainly could (unless it's another TEXT type!) be displayed in the Request List View.

    @Steve Giller,

    Are you able to make your own columns then, to show a Custom Field?

    L

    Including Documents in a Progressive Capture

    in Service Manager

    Posted

    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

     

    Downloading of Question Set from Progressive Capture

    in Service Manager

    Posted

    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

    • Like 1

    Service Manager Reporting

    in Service Manager

    Posted

    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.
      image.png.3c7f1a00869ebcb8d067866f43970c09.png
       
    • 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...:huh:
       
    •  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

     

    • Like 2

    Ability to use key words in reports

    in Service Manager

    Posted

    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

    Help! Major BP failure since latest update

    in Service Manager

    Posted

    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

     

    Lifespan Report

    in Service Manager

    Posted

    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

    Chat - what are peoples thoughts?

    in Live Chat

    Posted

    On 8/28/2018 at 2:19 PM, lokent said:

    Hi all,

    Currently, livechat is not something we are live with due to limited licences approved and two departments wishing to use the functionality. As far as I am aware, there is not currently the option to have two different teams live on the livechat portal at the same time and to direct specific types of chat to the correct department.

    However, when testing the livechat we found the basic functions of it to be really useful and simple to use. The test customers found it simple to use, and the fact you can load a job directly from the chat is a bonus.

    I would consider getting a few licences to test it with a small audience before committing, but there is definitely some goodness in the module to look into!

    @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

    • Like 1
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