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Alisha

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Posts posted by Alisha

    Emailing from requests

    in Service Manager

    Posted

    Hello,

    Is it possible to blank out the 'To' field by default when sending emails from requests, so that it forces the analysts to enter an email address? Sometimes we need to send emails to third parties rather than to the customer so this would be really helpful.

    Alternatively, is it possible to link the third party to the request so that both the third party and customer contacts appear automatically when composing an email?

    Many thanks,
    Alisha

    Data Query searching issue

    in Service Manager

    Posted

    Hello,

    I have used a Data Query in one of our captures so that the customer can select the software/application from a predefined list (our assets).

    However, when searching for an asset, for example Microsoft Outlook, if we begin typing 'outlook' it doesn't pull up the result (second screenshot). We have to start typing in 'mi...' in order for Outlook to appear (third screenshot).

    Is it possible to have the system search on any part of the text, so it finds the result if we start typing 'Outlook' or 'Microsoft'?

    Many thanks,
    Alisha

    Hornbill 1.jpg

    Hornbill 2.jpg

    Hornbill 3.jpg

    Session variables in captures

    in Progressive Capture

    Posted

    Hello,

    I would like to use the {{user.phone}} session variable in a progressive capture. However, it only seems to work if I put it in the Description field.

    One of the questions we ask our customers is to provide their best contact number; the reason for this is if they are working at a different location, we will require that phone number instead for a call back. In order to improve the customer experience of logging requests, I wanted to use {{user.phone}} in the Default Value of a Single line text field so that their number appears and they don't need to type it in. I could even use both {{user.phone}} and {{user.mobile}} in the same field, and the customer would only need to edit the number if they are not working at their usual desk. Please could I request this as an enhancement, if not already possible. (I have tried, but can't get it to work.)

    Many thanks,
    Alisha

    • Like 1

    Field type for time only

    in Service Manager

    Posted

    Hello,

    Please could we have a field type for the time only when creating progressive captures. Instead of using a 'Single line text field', where customers/analysts can input times in different formats, e.g. 11am / 11 AM / 11:00 etc, it would be handy to have the option of just a time field to capture the time accurately.

    I know there is a 'Date & Time control', but sometimes the date is implied (the date of logging the request) or not necessary to capture.

    Many thanks,
    Alisha

    field type settings.jpg

    • Like 1

    Using wildcards in Business Processes and Routing Rules

    in Service Manager

    Posted

    Hello,

    I was wondering if someone could help with this please. We have a Business Process and Routing Rule set up to raise a request automatically when a third party emails us.

    The third party's email subject contains a long line of text and then the priority. The request is logged automatically and the original email subject line becomes the summary. The Business Process is set up to change the summary to something shorter but still including the priority.

    We initially set up the Business Process with summary contains 'Priority = 1', 'Priority = 2', 'Priority = 3', etc.

    However, the email subject line could now contain a number of different permutations  So we might receive any of the following within the subject line:

    Priority = 1
    Priority: 1
    Priority - 1
    Priority is 1

    Is there a way we can put a wildcard in between the word Priority and the number 1, so that we don't have to add so many different 'contains' criteria in the Business Process?

    Similarly, for the routing rule, we have several subject LIKE '%Priority = 1%' OR subject LIKE '%Priority: 1%' OR subject LIKE '%Priority = 2%' OR subject LIKE '%Priority: 2%' and so on. Can we include a wildcard here as well?

    Many thanks,
    Alisha

    Increase size of email routing rule expression

    in System Administration

    Posted

    Hello,

    We have an email routing rule set up to look at subject lines of an email before they are automatically logged as a request, depending on what the subject line says. It has become necessary to increase the rule expression criteria:

    subject LIKE '%text here%' OR subject LIKE '%text here%' OR subject LIKE

    And so on. However, I receive an error message because it's too long now.

    Would it be possible to increase the size limit of the rule expression, please?

    Many thanks,
    Alisha

    Hornbill rule expression error.jpg

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