Alisha
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Posts
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Enhancement Requests
Posts posted by Alisha
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Hi @James Ainsworth,
Is there a date scheduled for this change please?
This is causing us issues since we went live as customers are emailing (and attaching) authorisation for access. While we can see the attached authorisation in the email, when the email gets deleted, the attachment will also be deleted. I understand that we can save the attachments and upload them ourselves, but this is an overhead as we get several requests like this.
Additionally, being able to reply to an email and adding an attachment, rather than going to the customer portal, saving an authorisation email, and then uploading it as an attachment, greatly enhances the overall customer experience.
Many thanks,
Alisha-
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Hello,
We would like to use the Knowledge Centre as we think this feature is great when searching for existing Problems.
However, the only way we can get this to work is if we put an h_summary field on a Customised Form directly after the Request Category Form. We cannot use h_summary after the Select Site form, for example. This interrupts the natural flow of our call taking, as we would normally gather all the customer details first, and then the details surrounding the Incident. I feel that the best way is to have the h_summary field at the end of the request, once all the details are captured so we can search for existing Problems at that point.
Please could we request that the filtering criteria be customisable to individual organisations' requirements?
Many thanks,
Alisha -
Thanks @James Ainsworth, that would be really helpful.
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Is it possible to have different colours for when a customer updates the request and when an analyst updates it? Just so we can differentiate between the two different types of updates.
Many thanks,
Alisha-
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Hello,
On the Available Display Columns, it would be really handy if we could have an option for 'Last Updated By', so that we can see if the request has been updated by the customer or by the analyst.
Please could I request this as an enhancement?
Many thanks,
Alisha
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Hello,
The Info Message has been really helpful on the Add Attachments and Asset forms.
Please could we also have an Info Message on the Select Site form? Customers are finding it difficult to search for their site, so it would be really handy if we could add some text to this to prompt them on how to search for their site.
We currently have 225 sites in our system and not all the results are filtering in the way the customer expects it to. For example, if we type in 'Headquarters' it only lists the first 5 results, but we have several Headquarters sites.
If we could customise the Select Site form, we could could then explain how to use the filter to find their site.
Many thanks,
Alisha-
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Hello,
We would like to be able to see requests that have been put on hold but have been updated in the last hour.
Would it be possible to add extra time frames to the Last Updated Date please?
Many thanks,
Alisha -
Hello,
When using the Data Query - Get All Sites on a capture, it only lists the first 100 site names. Please could we have a full scrolling list of all our site names? On our list, it only scrolls down to 'H'.
I know that we can type in the box to filter site names, but for customers who prefer to scroll for their site, they may not be able to find it.
Many thanks,
Alisha -
Hi @Victor,
As we are sharing Service Manager with other departments, can we switch the notifications off on an individual basis?
Many thanks,
Alisha -
Hello,
Whenever someone on the Service Desk logs a request, we are getting notifications to say that Incident # has been assigned to your team. Is there a way to switch these notifications off, as we may miss important notifications.
Many thanks,
Alisha -
We have now found how to add these via Contact.
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Hello,
Is there a way to add email contacts to an address book in a Mailbox?
Many thanks,
Alisha -
Is it possible to use custom CSS?
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Could this be happening because we have thousands of imported assets?
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Hello,
The text on our bulletins display differently depending on where we are on the Service instance.
On the main page where it shows all the services, the link text is white. However, when we click into a specific service, the link text is blue. We would like to keep it consistent and have it white.
We have tried wiki markup to change the appearance of the text, but that has not worked because we also need to underline the hyperlink text and make it bold.
For example,
<ins>'''Hyperlink text'''</ins>
Is there a way we can use <span style> to make it white as well please?
Many thanks,
Alisha -
Hi @Victor,
It would be really helpful if the attachment could be added to the 'Attachments' screen of the request when an email gets automatically added. Please could you let me know when this functionality is introduced?
27 minutes ago, Victor said:Currently, only the Request Details form in PCF has the ability to pull the email subject and body into request summary and description.
I will go add a Request Details form to our progressive capture. Thank you very much for your help!
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Hi @Victor,
With reference to the first point in Lauren's post, we are having an issue when customers email attachments. The only way I have found to view the attachment is by clicking on 'View Email' on the Timeline update. Once the email is deleted, there is no record of the attachment anywhere (that I can see).
For the second point, are we able to use a custom form to add the email body to a request, or is the only way to use the Request Details form?
Many thanks,
Alisha -
Excellent, thank you very much @Steven Boardman!
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Hello,
Every time I update a progressive capture (even something as simple as making a field mandatory), the Info Messages on the Asset Details and Add Attachment forms drop off. I have now added a note on the captures so I can just copy and paste the message every time this happens. Is there something I'm missing to stop this from happening?
Many thanks,
Alisha -
Hi @Steven Boardman,
Here is an example... I would like to search for 'South Block'.
The first screenshot shows everything listed if I start typing 'sou'.
The second screenshot shows that 'South Block' will only appear if I type in 'headquarters (kent) - s'
The third screenshot shows the Select Site form and if I start typing 'sou', it lists South Block.
Many thanks,
Alisha -
Hi @Steven Boardman,
We are using the same browsers as detailed in this thread (Firefox 45.4.0):
Should this also be raised with Hornbill Support?
Many thanks,
Alisha -
Hello,
I am mapping the Date & Time Control from a progressive capture to an email template using a custom field. When the email is received, the format appears like this:
Date and time of incident: 2018-10-23T23:00:00.000Z
Is there a nicer way of displaying the date and time?
Many thanks,
Alisha
Requests raised via email
in Service Manager
Posted
Hello,
When logging requests via email, we have the opportunity to amend the details so that only the relevant information shows in the Description field, which is helpful to second line and third line teams.
Please could I request that the original email is also copied to the timeline so that we have a record of what the customer has said for auditing purposes, in the same way that all other updates are currently added to the timeline?
I understand that we can right-click and select ‘View Email’ to open the original email. However, this will no longer show when the original email is deleted.
Many thanks,
Alisha