lomixture

Could part of the problem be us using the 'Round Robin' assignment, in that if jobs come in during our non-working hours it sits without an owner until someone comes in the next day and logs in?

One for @Victor: You recently responded to my colleague @Lauren RE: authorisation nodes on our business processes that keep failing. Your response was: Our authorisation tasks currently are set to assign to OwnerID, but the team have a working practice whereby if the individual is not going to be in the office for a period of time, they unassign the job and it gets assigned to someone else in the team to complete. If we change the assignment to Assigned Team instead of OwnerID, would this alleviate the issue? As even when reassigned, it always stays within the same team. Thanks

Whilst I have no particular IT background, I was (and still am) the main builder for our area of business on SM. I was very fortunate that our Head of Dept approved the block booking of the project team's diaries for the initial 30 days whilst we learned the tool, the skills, and the content to build the system. I appreciate this isn't something everyone can be afforded, but it certainly helped me to really grasp the system and how to make it work for us. Since the end of our initial 30 days (end of Feb'18) I was given another member of staff to train up and work alongside me, both whilst completing our day jobs too. We had the flexibility to plan our days around SM requirements though, and were still having a number of calls with project specialists to learn more intricate details. We've now been live for 4.5months, and there are still things we have the manage and change on the system, but this is definitely now BAU for us. With the implementation of two more phases on the horizon, I believe we will be block booking diaries again to enable a smooth initial 30 days (this time led by us) for the new areas coming on board. There are definitely times where I feel like I don't have the time to commit to SM, but we've been very lucky in how understanding our team has been as if they give us the time, we give them the process improvements. I'd considering speaking with your teams @Josh Bridgens and working out if there is a way for you to have a dedicated morning/day to work on the system...to make their lives easier at the end of the day!

@James Ainsworth - is there any update on changing high priority colouring in the request list please?

@Steven Boardman is there any update on this please?

Would a minutes option work here? In terms of giving the user greater functionality when choosing the timeframe, rather than having a minutes/hours/day etc?

Hi - I've posted about removing the limit for the customer and analyst on the portals too when logging as this is limited to 5 and 10 respectively. Basically, I think we all just want to see all sites

Bob, In these instances we have a free text box where they can write their site and skip the site form all together. We've found it easier to manage that way than having one site which only relates to part of a request. If there is a better way of doing this, we'd be interested though! cc @Gemma Morrison

We've also noticed today the amount of assets you can see are limited to 5 for the customer, and 10 for the analyst. Ufortunately, due to IT's work we have in excess of 10 of most types of assets (applications such as SAP, Northgate etc) with variations on the title. Therefore, if not all of our analysts (easily over 600) don't know the specific title of the specific asset they are looking for, it doesn't always appear! Can we remove this limit entirely to allow a complete search of all assets with our search keyword associated?

@Victor it's saying the node is set up incorrectly, I have added a screen capture above of what the node is set as.

Update: It has since come to our attention that we require a difference closure category for a few teams, and so is there a way of setting the closure category automatically depending on the team it is assigned to at point of resolution?

Good morning! Is there a way of locking down assets per Service? We currently have a whooooole host of assets on the system, some which relate to Facilities and some which relate to IT. As you can imagine, very different assets! At the moment, we are having to scroll scroll scroll past a number of irrelevant assets in each Service to find the right ones and wondered if there was a better way of doing this? It would alleviate some concerns of the wrong asset being chosen by our staff and make the list easier to traverse. Thanks! @stepghg - as per our recent conversation.

Hi all - Hoping I can restart this conversation. Has there been a change in the way closure categories can be automatically applied? We have been asked to have closure categories assigned to our Service - Facilities, as another Service, IT, went live today which requires mandatory closure categories (leftover from working practices in SupportWorks). We initially trialled this on 2 of our business processes over the last two months, and the closure category was automatically being set once the Resolve button was hit. However, since the new Service have come online, this auto assignment has stopped and we are now having to choose a closure category each time we resolve a job, even though we only have 1 for our Service. These are the current categories we have within Facilities: This is the current build we are in Facilities. We have been using this for around 2months and it has worked perfectly, and now an error icon has appeared! cc: @Gemma Morrison @stepghg @Lauren

Yes it does :)

Diamond! You know when you go pro-cap blind? This was me!!

Martyn, As this is an option from a simple list, we are unable to make the question only appear on the Contaminated choice (no override flag can be set on a blue node). Therefore, we would have to have it show for everyone and then ask only those who chose Contaminated to attach a photo - thus leaving it not mandatory. I fear our staff are wiley and wouldn't complete it even if we had warnings and notifications all over the place :P

Hi everyone! I was wondering if there is an easy way of sending an automatic email from a request, if a request is for a certain question type? Basically, we have a Waste Management category where there is a question simple list involved that include Contaminated Waste. If the customer chooses Contaminated Waste, we require a photograph of the bin to be provided. At present, they log the job and then an individual emails the customer requesting this photograph but if we could automate it this would be great. We looked at adding it to the progressive capture but because the photo form is a standalone form we cannot use override flags or anything to make it only appear for the Contaminated choice. Any suggestions or ideas would be really appreciated! cc @Gemma Morrison

For us, it's primarily about simpicity - we use snippets within the team to ensure a consistent response regardless of which member of our services team responds. The new form is too detailed and editable for us unfortunately. If we could have the choice of using the original or the new form within teams, that would be great.

+1 - would LOVE to be able to turn it off!

@Daniel Dekel 1. It is not still doing it, apart from that one instance she has not seen it since 2. We do not use the mobile app as part of the Service Desk 3. We are working with Mozilla Firefox - version unknown. 4. At the time of being available, and out of office, at the same time the individual was being assigned work from the request list as part of our Round Robin but was unable to action any of the requests assigned during this period. @James Ainsworth As users of the Round Robin, we have the highlighted option above set to 'No' as we have a high portion of part time workers, and thus only require this setting to work when they are in the office. Similarly, we don't want requests to be assigned over the weekend/holidays and so this setting stops this from happening too.

Sorry! I'll make it clearer if I use a screenshot again :) The individual is back in the office today - are there any particular questions/pieces of info you need?

@James Ainsworth as out of office and available are both set status' in the profile then, how is it that both can be displayed at the same time?

She had never set herself as out of office, as we only use the DND status within the department. She manually changed herself from DND to Available in the morning, but then the out of office suddenly appeared across the top. At the time, I understand she tried F5 as well as the browser refresh, and even closed the window down and went back in. It stayed like that all day, and when she came in the following day it had reverted to normal. As a part time worker, it can be difficult to pin her down when I am also in the office and we have not experienced this issue with other users, so once she is back in I will ask for more information and if it has happened again. L

Good afternoon, A member of our staff, one in particular, has reported the below: SM is showing me as Out of Office but also as available?? When she was in this state, she could receive new jobs but it wasn't allowing her to comment/action anything as the system believed her to be out of the office. As the below shows, she was both Available and Out of Office, which is an oxymoron in itself!

Of course James. Just for background, I have been refreshing every few minutes to see if it has changed and its now been 33 minutes and no status change.