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Alisha

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Everything posted by Alisha

  1. Alisha
    +1
  2. Alisha
    Excellent, thank you very much!
  3. Alisha
    Hi @Steven Boardman, We are seeing the wiki text in the Questions section. Screenshot below. Many thanks, Alisha
  4. Alisha
    Hello, After yesterday's update, we are now seeing wiki text on all our requests, including old requests that have been closed. Is anyone else having this issue? Many thanks, Alisha
  5. Alisha
    This is an issue for us as well.
  6. Alisha
    Hello, Is there an easy way for analysts to search for requests they updated (not logged) yesterday or for a certain time frame? Analysts answer several calls a day and won't always remember the customer details. Searching on timeline keywords could potentially bring back many results. It would be helpful if we could have 'Last Updated By' as one of the Conditions in Create New View. This can then be used with 'Last Updated Date' to search for specific requests when other information is not known. Many thanks, Alisha
  7. Alisha
    +1 This would be really useful for us if this could be done please.
  8. Alisha
    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
  9. Alisha
    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
  10. Alisha
    Hello @James Ainsworth @Steven Boardman @Victor, Would it be possible for someone to look at this please? Many thanks, Alisha
  11. Alisha
    +1 Being able to update Child Incidents when the Parent is updated would be really helpful.
  12. Alisha
    +1 This would be really useful.
  13. Alisha
    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
  14. Alisha
    +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?
  15. Alisha
    +1 This would be really helpful!
  16. Alisha
    Hi @James Ainsworth, Do you have an update on this please? Many thanks, Alisha
  17. Alisha
    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
  18. Alisha
    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
  19. Alisha
    +1 This would be really useful for us!
  20. Alisha
    Yes, all good now, thanks!
  21. Alisha
    Hi @James Ainsworth, Was it possible to get the Info option replicated onto the Sites form? Many thanks, Alisha
  22. Alisha
    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
  23. Alisha
    + 1 This would be useful for us as well. @Steven Boardman please could you update me as well.
  24. Alisha
    Hi @James Ainsworth, Thank you, we'll have a look into this. Would it also be possible to have the original email copied into the timeline? Many thanks, Alisha
  25. Alisha
    Hello, When designing a progressive capture, we can have different questions based on if the source is the Service Desk or Portals. This is really handy, and would now like to be able to do the same for if the source is via Email. Please could the option for Email be added, so we can branch off and include the Request Details form if we are logging a request via email? Many thanks, Alisha
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