Alisha
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Posts
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Enhancement Requests
Posts posted by Alisha
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Hi @James Ainsworth,
Thanks for your reply.
We need the notes to appear against the customer at the time of raising request, i.e. after entering their User ID.
We are already using all the custom attributes, but we would need something that all analysts can amend, preferably those with the Service Desk Admin role.
Many thanks,
Alisha
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We can't open requests that we have searched for if they have been Closed.
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When creating captures, the Multi line text field Default Value line is much narrower than in the old UI. Please could this be changed so it's the same as the old UI.
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Good morning,
We've had another request to use tables in captures. It would be set out something like the below. However, we potentially have a number of uses for tables, so the ability to add extra rows and columns would be really beneficial.Please could we request this as an enhancement?
Many thanks,
Alisha-
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Hello,
We'd like to see the assets that are assigned to a customer when raising a request please. This would be a big time saver for us as it would save us searching for the customer's asset when taking a call.
Please could we request this as an enhancement?
Many thanks,
Alisha-
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Good morning,
Please could we request the addition of a 'quick notes' section or pop up for customers that only analysts can see when raising requests?
Sometimes we need to add quick notes about actions taken, and when dealt with, the notes can be deleted. This would save us having to search through previous requests and read through Timelines, which can all take a lot of time when on the phone to the customer. The information in the notes section would need to be something the analysts can add/delete themselves.
Many thanks,
Alisha -
Looks good so far.
We noticed that we can't always see the body of an email.-
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+1 for us as well please. The phone activity is a really great feature and we'd love to utilise it more.
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1 hour ago, Martyn Houghton said:
Looks like Notices will not let you use HTML href="tel: notation to make a click-able telephone number in the notices. However, you can use wiki markup link in the Notices to create a clickable telephone link.
Ring [[tel:0800 923 0050]]
Cheers
Martyn
Thank you so much @Martyn Houghton! This has worked, and is much appreciated!
For calling via Teams, I used the same idea but entered:
Call customer: [[https://teams.microsoft.com/l/chat/0/0?users=&[global["flowcoderefs"]["getCustomerInformation"]["primaryEmailAddress"]]|Teams]]
This opens the Teams chat window, so near enough!
(P.S. I didn't know that third telephone field existed!)
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Thank you @James Ainsworth
We like the click to dial feature, so we don't need to type in the number to call someone. Will we be able to click on the number in the Notice? -
Good afternoon,
We would like to make use of the Incoming and Outgoing Phone Calls feature so we can click on the number to place outgoing calls. We request a contact number from the customer at the beginning of the capture, as this is often different to the contact numbers stored on their profile (e.g. if they're calling from a different location).
If we take the phone number answer from the capture and map it to the 'Alternate' number field, this would get overwritten overnight so wouldn't be of any use to us. Please could we request an enhancement for an additional phone number field for temporary numbers that can be gathered during the capture that won't get overwritten?
Many thanks,
Alisha -
+1 for us as well please. It would save a lot of time to have attachments included with an email template instead of attaching them manually each time.
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Good morning,
Please could this be considered?This is another scenario where being able to set a default team would be extremely useful as we don't want to see Snippets that have been shared by other teams (if we're members of the same team).
If it's easier to make Snippets shareable with certain individuals, that would be very useful for us too, but this would be extra admin work to maintain when users join or leave.
Many thanks,
Alisha -
Any update on being able to format hyperlinks in Snippets please?
It would look a lot more professional if we could send our customers a nicely formatted link instead of a long URL, which can look quite messy.
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Good morning,
What is the basic permission that allows Users to create Snippets please? We have Users who don't have the Service Desk Admin Role but are still able to create Snippets.
Many thanks,
Alisha -
Could we request being able to set a default team against a User as an enhancement please? We don't have any spare custom fields unfortunately.
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The team name doesn't appear in the Get User Details option.
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Hi @Steve Giller,
None of our Basic Users and Contacts are in Teams, only our Users are members of Teams. If we are logging a request for a customer, we shouldn't need to specify our Team in the Capture as the request is for the customer and not us. Being able to set a default team for our Users would be really helpful.
How would we get the Customer Details of the Created By User if the analyst is logging the request?
Many thanks,
Alisha -
If we were able to have a 'default team', then the User would only create requests against that default team.
We are only members of other teams so we can help out other teams but we wouldn't need to raise requests as members of those teams, only our 'default team'.-
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I would specify the team in the criteria, e.g. Created by = IT Service Desk. We could set a default team first.
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On 7/29/2022 at 9:37 AM, Berto2002 said:
I can get this working as above, if the current user is in the currently assigned team. But the re-assignment happens "in the background" because it doesn't show on the screen until I reload the Request! So whoever uses it has to just believe it's worked; which means it's a bit rubbish, really.
It REALLY needs to be a feature Hornbill introduces. EVERYONE wants this and it would make a MASSIVE productivity improvement for ALL Customers; each user can set a default team and there's always a one-click button on every request for them to have that ticket always assigned to them in that default team. @James Ainsworth how do we get this on the roadmap instead of faffing around trying to fudge it? We can even give it a funky name like call it the "Grab It" button.
+1 Yes please for us as well. This would make it a lot more efficient.
The Auto Task is okay but it has its limitations. -
Good afternoon,
Please could we have an option for 'Created by team' so we can use that in Decisions in Business Processes? At the moment, I'm having to enter all the User IDs.
This would be useful for reporting as well so we don't have to enter User IDs each time, and having to maintain the list in different places every time someone leaves/joins.
Many thanks,
Alisha -
+1 for being able to link requests in the BP. We would like to link to a Problem please.
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+1 for us too please. Has there been any progress on this please @James Ainsworth?
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Email Template Group
in Service Manager
Posted
Hello,
How does the email template grouping work please? If I create a group, does that mean I can filter on the group and only see certain templates when composing an email on a request? It would be great if we can filter out IT Services, Facilities, etc. so each Service only sees their own templates. (It would be great if we could also filter it even further so teams only see their own templates.)
Many thanks,
Alisha