Alisha
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Posts
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Profiles
Forums
Enhancement Requests
Posts posted by Alisha
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Hello,
Please could we have the option in Snippets to add pre-set email addresses if required so that when we come to use them, the addresses are added automatically? This would save human error when selecting similar email addresses. This would only be needed for certain Snippets. Could this even be expanded to Email Templates?
Many thanks,
Alisha -
@Jeremy Thank you. Will customers be able to add multiple colleagues as 'Interested'?
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Hello,
I have used the Connections form in a capture but have discovered that this only works for analysts. The form does not appear when customers log their own requests. Please could we request that the Connections form is also visible to customers so they can add their colleagues as 'Interested'?
Some scenarios where this is needed are:- Customer has logged a request on behalf of a colleague
- Customer goes on leave, colleagues can check the status and update the request
- Customer has logged a fault that affects others in their team
This would reduce the overhead for analysts if customers can add their colleagues themselves and remove the need for authorisation as customers would be giving permission themselves.
Many thanks,
Alisha
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Hello,
We would like to have a quick way to view a customer's request history please. When we are logging a request for a customer and have the capture screen open, we would like to click on a button that would open a new tab and go straight to the customer's previous requests. Could a button for this be implemented please?
Many thanks,
Alisha -
Hello,
Is there a way to restrict the awarding of Achievements to admins only or if they have a particular role/job title? We wouldn't want all co-workers being able to award them to each other and would prefer to restrict it to Team Leaders/Managers only.
Many thanks,
Alisha -
+1 for us please. We are always working in lots of different tabs!
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+1 for us as well please!
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@Daniel Dekel @Ehsan We also have an issue with the Timesheet not displaying properly for managers as they can't see their staff.
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Hello,
We have configured a few sub-statuses and have switched on the 'Reason Required' option. Please could we have the ability to customise this field so we can have a static radioset of different reasons that can just be selected.
This would not only save time but also prevent others from selecting the wrong sub-status, as they would then have the option to click 'Cancel' if they've accidently selected the wrong sub-status.
We use sub-statuses in our Business Processes, so clicking on the wrong sub-status could trigger something that we don't want to happen!
Many thanks,
Alisha -
Just a few things we have noticed with the new UI.
- If there are 9 items in the HUD, the last item will get cut off.
- On the Timesheet, the clock positioning is slightly outside the box.
- In the Employee Portal, we have set the links to 'No Background'. However, in the new UI, there is a grey background.
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+ 1 for us as well please.
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Ah, thanks for explaining @Steven Boardman. Sorry I misunderstood, that's exactly what we need.
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Hi @James Ainsworth,
Would this be possible please? If we could have a routing rule that could check the subject line and who the email is from, which then updates the sub-status, that would be very helpful.
Many thanks,
Alisha -
Hi @Steven Boardman,
Thanks for your quick response. Is there any chance that it could be considered as an enhancement for Problems please? Our preference would be for the customer to be emailed when there is an update as they may not log in to check their request.
Many thanks,
Alisha -
Hi @Steven Boardman,
We'd like our customers to be emailed whenever there is an update on a Problem.
I've found that we can enable this for Incidents, but it's missing when I go to the Problem tab. Is there a setting in Admin to enable this please?
Many thanks,
Alisha -
@Steven Boardman Thank you so much! I didn't know there was a setting for that! Thanks for your quick reply.
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Hello,
We currently have the option to Resolve and Close linked requests. Please could we request the ability to Update linked requests in the same way? This would be outside of the Business Process because an update could happen at any stage during the workflow.
Many thanks,
Alisha-
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Hi @Daniel Dekel,
Just following up to say that this now works for us. Our Networks team checked and they couldn't see that anything was being blocked. Anyway, it's great that it's working for us now, thank you.-
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Hello,
Is this something that could be considered please? It would be really helpful if adding the assets to a request could be automated through the category selection.
Many thanks,
Alisha -
Hi @James Ainsworth,
Has there been any progress on being able to use custom fields in Snippets please?
Many thanks,
Alisha -
Hi @Daniel Dekel,
We are using Microsoft Edge Version 91.0.864.64.
Many thanks,
Alisha -
Hello,
I was excited to see this Preview button on our instance this morning but it does not work for us. Does it only work if the Employee Portal is live?
Many thanks,
Alisha -
Thanks @Martyn Houghton, I wanted to know this as well!
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Button to view customer's request history
in Service Manager
Posted
Hi @Steve Giller, Unfortunately the right-click doesn't work for us.