Alisha

+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.

Hi @Deen, Thank you for your quick reply. I have tried sending 3 test emails - one Rich text, one Plain text, and one HTML - all with the same JPG attachment, but all of them have arrived with the DAT attachment. Many thanks, Alisha

Hello, When customers are emailing attachments, they are being received as .dat attachments. The following file formats are affected (that I know of): xlsx eml jpg png docx pdf Is anyone else experiencing this issue? Attachments that arrived yesterday from customers are okay. Many thanks, Alisha

Hi @James Ainsworth, That's excellent! That idea would work very well for us! Many thanks, Alisha

+1 Good idea!

Hello, We would find it really useful if we could use a routing rule to forward certain emails to an external mailbox when they arrive in the inbox. Rather than give out several email addresses (and then having to update lots of things when something changes) we just give out the one address so that all emails come to a central place, and then we forward them on as necessary. Would it be possible to automate this please? Many thanks, Alisha

Thanks @Victor Is it possible to order the emails by size so we can more easily pick out the emails containing attachments?

Hello, Is there a rule that can sort emails with attachments into a separate folder, leaving the ones without an attachment in the Deleted Items folder? We would like to have a tidy up, but due to the attachment issue below, we cannot get rid of any emails with attachments. Many thanks, Alisha

+1 for us as well. @James Ainsworth Please could we have an update on this?

Hello, Please could I request the use of snippets when resolving requests? We have standard text that we use for different types of request resolutions and I feel that this would be really useful for us and other teams in our organisation. Many thanks, Alisha

+1 for us as well please :)

+1 This would be useful for us as well. Additionally, the ability to open catalog items in a new tab for the same customer (so we can log multiple requests in this way) would also be helpful.

+1 This would be useful for us as well.

Hello, Would it be possible for us to amend the Request Category form so that when a category is selected, we could have an override to show some text, based on the category name? Similar to how overrides work on customised forms, but so the text appears underneath the category list, rather than on the next screen? Many thanks, Alisha

Hi @James Ainsworth @Steven Boardman, Would it be possible for someone to have a look at this please? Many thanks, Alisha

Hi @James Ainsworth, Thank you, this has been really helpful. Is there any chance that the arrow buttons could also be made available in the override flag area as well please? Many thanks, Alisha

+1 This would be a helpful feature to make the category selection a more customer friendly experience.

Hello, We currently use a data query in a progressive capture so that customers can select the relevant software asset. These assets are divided into different types - Desktop Application, Mobile Application and Web Application. Is it possible to have all the assets display in alphabetical order please? Rather than have each type display in alphabetical order? Many thanks, Alisha

Thank you @Steven Boardman, we tried this and it did provide the outcome we were after.

Hi @James Ainsworth, Would the Knowledge Centre still need to be mapped to the h_summary field? The issue is that we are using two h_summary fields in a capture: one for the Knowledge Centre and one to update the summary automatically once a request is logged. If the text in the Knowledge Centre field is not removed after linking a Problem, this text will then appear as the summary of the request. Many thanks, Alisha

Hello, Would it be possible to use the Knowledge Centre with a different Field ID please? For example, h_knowledge or something like that? Our Business Process currently sets the summary as the category. However, we use h_summary in the capture so that analysts can update the summary if we need to add extra information to the summary. Therefore, in our capture, we have to use h_summary twice: once for the Knowledge Centre search at the beginning and once at the end to change the summary. If the analysts do not delete the information in the first h_summary field (for the Knowledge Centre), this will then show as the summary once the request is logged. Is it possible to name the Knowledge Centre with a different Field ID? Many thanks, Alisha