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Alisha

Hornbill Users
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Alisha last won the day on November 15 2018

Alisha had the most liked content!

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13 Good

About Alisha

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    Senior Member

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  1. Hello, There may be times when we've updated a request in error but the update is still visible to the customer. Would it be possible to edit the visibility of an update (on the timeline) after it's been added please? So that we can change it from 'Customer' to 'Team' if required. Many thanks, Alisha
  2. Alisha

    Impacted customers

    Hello, When logging a Critical/Priority 1 Incident and adding customers as 'Impacted', it currently only allows us to add customers once. However, sometimes these Critical Incidents can span over a few days. Would it be possible to have the ability to add customers as 'Impacted' a few times? They sometimes call back the next day to report the same issue. Many thanks, Alisha
  3. Hello @James Ainsworth @Steven Boardman @Victor, Would it be possible for someone to look at this please? Many thanks, Alisha
  4. Alisha

    Updating Linked Requests

    +1 Being able to update Child Incidents when the Parent is updated would be really helpful.
  5. +1 This would be really useful.
  6. Alisha

    Knowledge Centre Searching

    Hi @Mohamed @James Ainsworth @Steven Boardman @Victor Would it be possible for someone to look at this please? This is causing us issues as we now have multiple categories that could be linked to the same Problem. Creating one category for this particular Problem isn't a viable option as there are several symptoms associated with it. Many thanks, Alisha
  7. Alisha

    Changing snippet owner

    +1 This would be really useful for us. Do you have an update on this please @Steven Boardman? Is the story to allow those with the Service Desk Admin role to edit/delete snippets?
  8. Alisha

    Override Flag for Service Desk

    Hi @James Ainsworth, Do you have an update on this please? Many thanks, Alisha
  9. Alisha

    Knowledge Centre Searching

    Hi @Mohamed, Me again. This works until someone picks the wrong category. When I was testing this without using the Request Category form, it looked like the Knowledge Centre was searching for key words from the Summary and Description. Is this not the case if the Request Category form is used? Is there a way for the Knowledge Centre to look at key words from the Category, Summary and Description, just in case the wrong Category is selected? Many thanks, Alisha
  10. Alisha

    Knowledge Centre Searching

    Hi @Mohamed, That works, thank you. Is there a way to only have Problems appear in the results? It's currently showing all logged requests (with the key words) rather than just the Problems. Many thanks, Alisha
  11. Alisha

    Emailing Connections

    +1 This would be really useful for us!
  12. Alisha

    Info Message on Select Site

    Yes, all good now, thanks!
  13. Alisha

    Info Message on Select Site

    Hi @James Ainsworth, Was it possible to get the Info option replicated onto the Sites form? Many thanks, Alisha
  14. Hello, We are finding it quite difficult to use the Knowledge Centre to link to Problems. It would appear that the search terms have to be very specific and match words in the Summary/Description of the Problem. Please could I request that the Category is also referenced so that we can use that to find Problems? Many thanks, Alisha
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