Alisha
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Posts
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Profiles
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Enhancement Requests
Posts posted by Alisha
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Hi @James Ainsworth,
Would this also include the customer's company and custom attributes? This would be really useful as we have put additional information in the custom attributes.
Many thanks,
Alisha -
+1 This would be helpful if there are lots of P1s going on at the same time.
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Hello,
Is it possible to have a text input option for static radiosets and static checkbox groups on a customised form please? For example, leaving an option blank in the Progressive Capture design, which then allows someone to input an answer when they run through the capture.
We currently have a Business Process that uses the h_summary field to update the summary of a logged request. In the Progressive Capture design, we would like to use static radiosets so that analysts can select the relevant summary; however, if an option does not exist, the analyst could then write in what the summary should be.
For example:
- Printer>Unable to print in colour
- Printer>Unable to print double-sided
- Blank option for analyst to write in a summary
This would be very useful for us as we cannot use the h_summary field twice in a customised form.
Many thanks,
Alisha -
Hello,
Would it be possible to have an 'Add Attachments' option that can be added within a customised form please? I would like to use the override flag so that the add attachment option only appears if a particular answer is selected. At the moment I'm having to use branches and then then Add Attachments form to achieve the same, which is making the capture quite big.
Many thanks,
Alisha
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Excellent, thank you very much!
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Hi @Steven Boardman,
We are seeing the wiki text in the Questions section. Screenshot below.
Many thanks,
Alisha
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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 -
This is an issue for us as well.
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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 -
+1 This would be really useful for us if this could be done please.
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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 -
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 -
Hello @James Ainsworth @Steven Boardman @Victor,
Would it be possible for someone to look at this please?
Many thanks,
Alisha -
+1 Being able to update Child Incidents when the Parent is updated would be really helpful.
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On 1/25/2019 at 3:11 PM, Lauren said:
Hi @Victor
Thanks for your response - having that manual task would work, but it seems a long winded-way to get around the issue we're facing.
Could we request the setting, prevent resolution of requests without a priority set, as an enhancement please?
Thanks
Lauren
+1 This would be really useful.
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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 -
+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?
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+1 This would be really helpful!
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On 10/3/2018 at 12:11 PM, Alisha said:
Hi @James Ainsworth,
There are also some instances where the Service Desk will need to see the information once the request is logged.
Please could we have the option of displaying override flags for the Service Desk (once the request is logged) if the Global Variable Portal Type is set to Service Desk, and hiding the same information from the customers?
Many thanks,
AlishaHi @James Ainsworth,
Do you have an update on this please?
Many thanks,
Alisha
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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 -
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 -
+1 This would be really useful for us!
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1 minute ago, lokent said:
I think the update Lauren did yesterday has resolved this Alisha?
Yes, all good now, thanks!
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Searching on Progressive Capture Answers
in Service Manager
Posted
+1 This would be really useful as we have a lot of bespoke questions.