Alisha

Hi @James Ainsworth @Victor, Do you have any updates on this? Being able to see, at a glance, who last updated a request would be very helpful (different colours for customer and analyst update), as well as another column for who actually updated the request. The request owner won't necessarily be the analyst who last updated the call as there are lots of analysts supporting the same queue. For example, if a customer calls to update their request and a different analyst updates the request. Many thanks, Alisha

Hello, When designing a service, would it be possible to upload our own icons. For example, if we have a specific logo that we use across our organisation? Many thanks, Alisha

Hi @James Ainsworth, Would it be possible to add 'User ID' as an Available Display Column instead please? Many thanks, Alisha

Hi @James Ainsworth, I understand where you're coming from. What if 'User ID' and 'Handle' were added, so we could make that visible as part of the 'Available Display Columns'? So 'Customer' would still just show the first and last name? Many thanks, Alisha

Hi @Steve Giller, Underneath 'Owner' on our request list, we can see 'Forename Surname User ID', which is also the same as our 'Handle' information. Underneath 'Customer' we only see 'Forename Surname', but would like to see 'User ID' as well, or the 'Handle', as shown in the User Account details. Many thanks, Alisha

Hello, Is it possible to view the Customer Handle in the request list? Or the User ID? In the Owner column, we can view the Handle of the analyst supporting the request, however we can't see the Handle in the Customer column. Many thanks, Alisha

Hi @James Ainsworth, Thank you for the suggestion. I couldn't use the Description as it would have put the bullet points underneath the Yes/No answer, but I did something similar. Here is an example of what it looks like for the customer and for the analyst. Would it be something that you consider in future developments?

@Miro Fantastic! Thank you so much!

Hi @James Ainsworth, We do require other emails to be automatically moved to the Deleted Items, however. Would this setting affect that? Many thanks, Alisha

Hi @James Ainsworth, Thank you - this would be really helpful for us as we would like to use this for manually logging a request for an email. How would this work if we have two different mailboxes in Service Manager? Many thanks, Alisha

Hello, If a request has been logged via an email, is it possible for the email to automatically go to a separate folder, other than Deleted Items? Many thanks, Alisha

Hi @Deen, Could the email be added as an attachment instead, at the time of logging, so we always have a copy of the original? Many thanks, Alisha

Hello, When designing a progress capture, would it be possible to use Wiki text in the answers please? See example of what I'm trying to achieve below. I would like to bold the word 'not' so it stands out. Many thanks, Alisha

Hi @James Ainsworth, Sorry, it looks like I didn't attach the screenshot!

+ 1 This would be helpful for us as well.

Hello, Would it be possible to include more variables that we can select when creating Snippets within a request please? We'd like to add some of the progressive capture answers, the customer's email address and phone number, so then we can have a standard template for the analysts to email information to the supplier. Many thanks, Alisha

Hi @James Ainsworth, Yes, this would be when designing a Progressive Capture Custom Form. I've attached an example of what we'd like. Many thanks, Alisha

Hello, It would be really helpful if we could have a bulleted list for a question set. For example: Are you receiving any of the following errors? - Error 1 - Error 2 Yes No I have tried using the asterisks in the Label, but unfortunately that didn't work. Is this possible to implement please? Many thanks, Alisha

Hi @Chaz, This would be helpful for audit purposes, as the contents of the email can be altered at the time of logging it. I know the original email can still be viewable, but if the email was later deleted, we'd still have a 'timestamp' of the changes on the Timeline. Many thanks, Alisha

+1 This would be helpful for us as well.

+1 for both custom views and snippets.

Hello, Is it possible to have a different Refresh Rate depending on a particular custom View? On some Views it will be handy if the Refresh Rate could be disabled, whereas on other Views, it will be important to have a Refresh Rate of 1 minute. I know I can manually change the Refresh Rate each time, but when sharing Views, it would be good if we could lock the Refresh Rate to 1 minute for everyone using that View. Many thanks, Alisha

+1 For us as well please.

Hello, When raising requests via email, is it possible to have the original email copied into the timeline please? Many thanks, Alisha

Thank you @Victor and @Deen, I'll check with our mail server admins.