Alisha
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Posts
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Enhancement Requests
Posts posted by Alisha
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Hello,
Is there a way of displaying more information about the Asset on the request please? For example, we would like to display the operating system.
Many thanks,
Alisha
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Hi @James Ainsworth,
I was just wondering if there has been any progress on this suggestion please?
Many thanks,
Alisha -
Hi @Bob Dickinson,
Has there been any progress on creating additional custom fields please?
Could we also request new fields for 'Customer Availability' and 'Preferred Contact Number' so we don't have to use our custom fields for these?
Many thanks,
Alisha -
@Steve Giller Thanks for your reply. We are now thinking about using individual authorisers where we can apply the different weightings more easily. However, we would like to set up a substitute for each authoriser, without giving everyone the Admin role. Just wondering what part of the Admin role allows the user to complete tasks even though it's not assigned to them please?
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Excellent, thank you @Steve Giller.
How can we configure a custom role so that a user can complete the authorisation on behalf of someone else please? (As admins, we can complete the authorisation, but we don't want to give everyone an admin role!) -
@James Ainsworth @Steve Giller
If using the Authorisation node, is there a way to put the outcome of that into a custom field please? I can't see a way of doing that. -
On 5/3/2022 at 3:20 PM, Steve Giller said:
You might be able to have a well-formed mailto:// link in the update email template for that Request, which has the Subject and Body prepopulated.
I've not got time to test this at present, but:<a href="mailto:yourservicedesk@yourhornbilladdress.com?subject={{.H_pk_reference}} - Item has been found&body=Please follow the Action Found procedure">I've Found it!</a>
Should create an email with a subject of:
IN01234567 - Item has been found
and a body of:
Please follow the Action Found procedure
The Customer just has to click the email link and send.
Your Routing Rules would pick up the Reference and apply it to the Request, which would alert the Owner, who could use their Custom Button in the Live Portal to perform the actions.Unfortunately this does not work as our email system is outside Service Manager so it doesn't pick up the {{.H_pk_reference}}.
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@Steve Giller That's an interesting workaround, thank you!
What would be really useful is for emails received on a request to trigger actions, such as a Notice being added. Could this be considered as an enhancement please?
Or the original request to have custom buttons for the customer to click on. -
Hi @James Ainsworth, @Steve Giller
It seems like we can't have multiple roles for authorisation using the Auto Assign Authorisation node?
What we need is:- One person from each team to be able to authorise (so let's say 20% weighting per team).
- One manager to override the team authorisation (so this would have a 100% weighting). There are a few managers who need this ability so we thought of setting up a role for them so that any one manager can complete the authorisation task.
How can we achieve this please?
Many thanks,
Alisha -
@Steve Giller Can we not use the Authorisation node after the Get Authorisers By Role so we can use the weighting on the authorisation?
We'd like one Role to have more weighting than other roles. -
@Steve Giller Yes, that works, thank you so much! I was looking in the wrong place when setting up the roles!
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Hello,
Please could we have the option to use our own roles for authorisation? At the moment we are a bit limited with the predefined roles.
Many thanks,
Alisha -
Hi @James Ainsworth,
We would like a way of bypassing external authorisation, if a manager views the request and deems it necessary to make it a Critical. The request can't be sitting waiting for the external authorisation replies to come back.
Just trying to explore our options at the moment, but trying to avoid using an Activity as not everyone can complete Activities if it's assigned to a particular team/owner.
Many thanks,
Alisha -
Good afternoon,
Is it possible to have a custom field in the Details screen trigger an update in the HUD? For example, if 'Call Out' is ticked, it would put a tick next to the relevant entry on the HUD.
If this is not possible, please could we request this as an enhancement?
Is there another way to update the HUD outside of the Business Process?
Many thanks,
Alisha -
Is there a way to set this up so we're not repeating the same questions on multiple captures please?
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Hi @Steve Giller,
Capture B doesn't have the category selection to launch the capture from.
We are just trying to avoid duplicate questions on several captures.
Many thanks,
Alisha -
Does anyone know if this is possible please?
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Hello,
We don't have the ProCap2 setting enabled yet so I can't test this myself. However, I would like to know if this scenario would work in ProCap2 please.
Capture A
Question 1: Device being used: mobile/laptop/desktop
This capture will have other questions and then several switch captures.Capture B (switched from capture A)
Based on the outcome of Question 1 in capture A, can we then have overrides to ask different questions?If this is not currently possible, please could we request this as an enhancement?
We would like to have a main capture to ask basic questions without having to repeat it on other captures.
Many thanks,
Alisha -
Thank you @Steve Giller.
We'll assign the requests to a team. However, please could we request an enhancement to be able to cancel requests from that screen, as it's an extra step to assign the requests and then cancel them?
Due to the issues last week (28th April), we also had a number of blank requests being logged, which we manually had to assign and then cancel. It would speed things up if we could skip straight to the cancel option. -
Hi @Conor,
This option would not be feasible for us because if an action had already taken place, for example disabling the lost device, and the customer cancelled the request, it would disappear from our active requests queue and we would essentially lose the call history of what had taken place.
A custom button that we can use to trigger an Auto Task seems like it would be ideal for this scenario.
Many thanks,
Alisha -
That's correct @Steve Giller, this is what I can see:
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Hi @Steve Giller,
No, these have not been disabled in the workflow.
Many thanks,
Alisha -
Hello,
The 'Close' and 'Cancel' bulk actions are missing when I view the 'No Team Assigned' list. Is there something I need to enable to see these please?
Many thanks,
Alisha -
Hi @Steve Giller,
All our accounts are updated every night due to the LDAP import, so our h_lastupdated_on timestamp changes every day and our h_lastupdated_by is just 'admin'.
Is there a way to determine when our basic accounts are changed to user accounts please? Can we somehow extract a history of who last updated the accounts and then filter out the admin entries?
Many thanks,
Alisha
External authorisation - CC field
in Service Manager
Posted
Hello,
When using the external authorisation node, we would like to send the email to two email addresses. Please could we have a CC field for this? Or have the ability to use two email addresses in the To field?
Is there another way to do this apart from using two separate external authorisation nodes please?
Many thanks,
Alisha