lomixture

16:24 and individual is still showing as Inactive.

I have checked our settings and found this: We understood this timeout to be in the person makes themselves inactive by not using the portal i.e. being locked out of the computer, that after 30 minutes (1800 seconds) it would close their session and make them log in again. As the aforementioned individual logged out manually, surely this should not apply to that setting, but please could you confirm? We really don't want to have to shorten this time length otherwise our staff will continually be logging in all day if they are working from a different system i.e. email.

James - Sorry to disagree, but I have just watched a member of our staff (in active status) log off using the profile button, await confirmation, then close the browser and turn off her computer. That was at 16:05, and at 16:10 (current time), the user is still being shown as Inactive and has been assigned a job in that time. Lauren cc @Gemma Morrison @Lauren

@Gemma Morrison - for info at checkpoint

we don't use templates *** not snippets, whoops! Thank you for the above.

Sorry @Victor, we don't use snippets at the moment and instead have a variety of snippets that our team access. Please could you expand on your response above so I can understand where to write the templates, and how to implement them?

@Gemma Morrison please update the team as necessary tomorrow :)

We have been asked by our team if there have been changes made to the variables on the email snippets? At present, a number of our snippets are set up as above with a customer name variable, and the owner name variable. However, since we did the update, only the owner name variable is updating when used in the job. Is there a reason for this? I have tried rewriting the snippet but it doesn't seem to change anything. Also - is there a way to set the formatting, so it always comes up in Tahoma rather than Ariel? We have force standard fonts and unfortunately the new change does not meet the standards, and so our staff are having to manually change over 200 snippets a day.

Thanks James, will definitely help stop some confusion!

Hi James, We have taught our staff to log out directly from their profile before closing the window and logging out of Windows. However, we had two instances yesterday whereby a member of staff left at 11am and was still showing as being inactive at the time of posting. similarly, we had another leave at 2pm and was still showing as inactive long after the 15minute time frame. As you can imagine, this is causing some issues and I know we have not extended the inactivity window past 20 minutes. @Gemma Morrison

@Gemma Morrison

@Lauren!! We've changed it to khaki, which I think will affect your side too?

@stepghg

All, I think I have raised something similar before - but the issue has moved on, and our staff are continuing to complain about the request list set up. The main gripes are: The difference in colour between a new job and an on-hold job is too slight, the light blue makes it difficult to differentiate The yellow changes in brightness depending on the screen you are viewing it The high priority jobs get lost amongst the masses A number have asked if we are able to change the colourings on the request list ourselves, and I am not sure. Is this something we can do? If we could change the bar colours that would be amazing, but they would also like the type to show in red for High Priority calls. Again, is this something we could do? I feel as though @James Ainsworth said he would take this to the developers, but I can't find the original thread on my profile page! Thank you, I look forward to a response. cc @Gemma Morrison

Please could I ask for an answer on this :)?

Within one of our teams, we have an issue whereby an individual will 'log out' of Service Manager, but the system will show them as inactive for around 15 minutes. During this time, the individual can still be assigned work, even if they are offline. The team are getting round it by putting themselves on DND before they sign out, but this is causing issues with the round robin in the morning if they forget to change their status back. Is this normal working practice for the system, or is there a way we could eradicate the 'inactive' part after logging off? Thanks cc. @Gemma Morrison

Good morning, Is there a way of writing a report, to show you the date and time chosen as a question within the body of a request? An example - we have people request the booking of pool cars, but we need to be able to report on how many are requested for each day of the week NOT what date the request was logged. Thanks

Thanks Trevor!!

I've finally found the roles on the portal, adn they don't appear to have changed, but they aren't showing in my assigned roles nor in the drop down list of available roles. I have super user access across the whole administration tool.

I have, for the second time, lost access to the library module of Service Manager. Please could someone inform me of what the roles are because I can no longer seem to see/add the MyLibrary roles to my account. TIA!

+1

Going to be honest, I didn't know a knowledge centre existed. Ours is more intermittent, as it is happens when individuals are trying to log a job occasionally but it happens more frequently where our analysts are trying to log / load requests.

Hi, I'd like to also comment on this and say since Tuesday we have been getting error messages RE: dodgy connections to servers. We are having intermittent issues with our internal internet, but these HB issues appear to happen in a wider time frame than the internal internet issues.

Thanks @Steven Boardman, really appreciate that!

@dwalby thank you for this! We took our team's word for it that you couldn't do it, so we should have looked prior to posting!