Jeremy

Can it be possible to have the feedback questions to be included in the HTML email so that customers can complete the feedback/survey within the email (like the authorisation approve/reject buttons) and then for this feedback to go onto the relevant request?

Hi @James Ainsworth strange that you should mention this, as I created a new view on Friday and thought that it didn't look right...This says that the analyst is Keiron Roberts but is actually relates to Katie, Keiron is a basic user that has no privileges apart from Basic User Role and Self Service User. User in the view Chart Display name

This has also been reported to us too

@David Hall thank you, we look forward to the update.

Is there an estimated fix time for this, as we have found that analysts cannot forward on emails either currently.

@Steve Giller we do not want our analysts to see the mailbox at all as there is information that could potentially be in there that they should not see. We will await the fix for being able to see the email only.

We have a role to allow people to view and send emails only, however, today after the update when you click the 3 dots and go to view email you cannot see the email as it seems to default to the actual mailbox rather than a view of the email itself. Can this be changed to allow our analysts to be view these emails, as we do not want to give them access to the mailbox. Thanks in advance.

Can someone please let me know if this is possible to get this to work as we expect?

@Steve Giller that is what we want, please can you explain how the Date Range Start/End work?

@James Ainsworth that is great thank you.

Further to these enhancements, is there a way to have a date selector but then to blank out some dates i.e. with a date control field to define a period of weeks from today that they cannot choose..... maybe even we can utilise a regex function on date if provided.

@James Ainsworth this is a starting point, however, we would like add an owner but for them not to be able to edit/modify the service as this is done centrally. The benefit that we can see from this is that if we can add one or more owners then it allows us to use these people as authorisors on Changes etc.

@James Ainsworth are there any more thoughts about us being able to remove data from Service Manager (even the ability to strip out the Question/Answers section)? Maybe even set a visabilty of the questions section to something like private or owner?

thank you @Chaz

We have Business Owners listed in the Owner section of the Service, however we are realising that by giving these people the 'role' of Services Manager it allows for them to potentially cause a lot of damage in the system. Is there a way to create a new role that allows us to choose then as a Service Owner so that we can pull them through for Change Requests etc but not to allow them so many privileges? Also the ability to select more that one person would getting towards Utopia!

@TrevorHarris thank you so much our analysts will be 'happier'!

@Victor I have just realised that this is order by function, I thought that in the past we had the option to choose which column to display on the PCF...maybe I am wrong

@Victor I thought that you can choose to display either, the reason that we want to do it this way is that we are assigning requests dependant on the Team that they choose, but in the Value column you cannot have the same values e.g. there are two departments that are supported by the same person and when you enter the name for a second time in the list it errors with a duplication error/message as you can have multiple display values the same. There are two options to display.... we would of thought the PCF would honour which one you choose?

We have a question on a PCF that pulls data from a simple list and it is not displaying correctly, it seems to display display values in the PCF rather than the Value. It is set up as follows: But on the Active PCF it shows the Default Display name: This is the Simple list:

I have been noticing this today, I was drafted in to help on our Service Desk and found some of time emails that are applied to requests on hold were not taken off hold. Also these did not re-open resolved requests.

@Steve Giller Is there a way of doing this in a safer manner? As we would like to change these this week as it is effecting our other departments that use our system.

Does anyone know of a way to update these, as we would like to update our Priorities asap.

Further to this today we cannot even change this visibility of these sub status updates, please can this be looked into?

+1 from us too, a slight hijack can custom buttons also be available in Services?

We need to edit our Priorities in Service Manager but it appears that you cannot edit them just create/remove is there a way to do this? I have included our priorities below, essentially we want to remove the bits in brackets. Is this something that can be changed in the database? We have quite a few BPMs etc that reference these and think that if we recreate them this will break the BPMs and also the existing requests in our system would have the priority removed if we recreated them...