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Jeremy

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Everything posted by Jeremy

  1. Jeremy
    We require a role to be able to complete/edit any task in the system by our Service Desk, whether in a different team or a task that is orphaned as part of a BPM. Is this possible?
  2. Jeremy
    +1 for us too, also the ability to have snippets in the resolve action would be great too!
  3. Jeremy
    @Steven Boardman thanks for your quick response. These developments will be well received here. We think a central place to view both of these would be great and help as currently we have to look in two places to know what you are supposed to be working on.
  4. Jeremy
    We know that you can schedule activities based on assets, but we have requirements to generate requests on a regular basis against Services and didn't know if this is possible?
  5. Jeremy
    Is there a way to show your activities and request that are assigned to you or your team? We don't think that there is a way to do this but wondered if there was anything in the change backlog to accommodate this? We have analysts that want to be able to see both of these things in one view.
  6. Jeremy
    Great thanks for this update
  7. Jeremy
    @TrevorHarris thanks for the update, we look forward to the fix.
  8. Jeremy
    Further to this we have found we can edit if we share each document with individuals but if we allocate a group/team to a Library or document they cannot edit.
  9. Jeremy
    @James Ainsworth a simple list is good but we have a list of a possible 3000 people that they can choose from and this changes when people start or leave the organisation so using the actual users we have in the system makes a lot more sense, but the list currently shows our staff and students which is potentially over 75,000 users. As we have so many users it would be good to be able to restrict the list down.
  10. Jeremy
    We have started to move our knowledge base into Service Manager by creating documents etc, however, we have found that once a document is created it cannot be edited by anyone but the creator even if you select the option to edit the library or document. Is there a way to allow groups/teams to be able to edit documents?
  11. Jeremy
    We are trying to use the form to allow people to choose their manager etc via the below method, however, we have lots of users in our instance and wonder how we can limit this presented list to our customers to certain departments or buildings.... Are there examples of what queries you can enter to return specific lists of users etc.
  12. Jeremy
    @James Ainsworth thank you for the update.
  13. Jeremy
    @Steven Boardman we are copying these from the analyst side of the software from the questions section and we have Google spreadsheets that we update with relevant information from our commissioning/decommissioning server request.
  14. Jeremy
    Also, we are finding that when putting requests on hold when you are choosing the time, you select the hours and then the drop down disappears and you then have to click back into it to choose the minutes. Can the picker be kept up until you have chosen the hour and minutes so when you click off it disappears?
  15. Jeremy
    We have some circumstances that mean that questions from the Portal are copied and pasted into cells in Google sheets and the text is copied but with coloured backgrounds, is this expected behaviour? This is the questions section: Here is the copied text:
  16. Jeremy
    @Victor all sorted
  17. Jeremy
    @Victor found the issue!!!!!
  18. Jeremy
    @Victor we have an example of IN00839102 where it did not take the request off hold when it updated.
  19. Jeremy
    @Victor yes we have this turned on
  20. Jeremy
    When a request is updated via email and the System AutoResponder adds the email to the request, is there a way of taking the request off hold automatically. We have this when we updated a request manually via email and an analyst applies an email to it then it auto takes the request off hold.
  21. Jeremy
    great thanks
  22. Jeremy
    Please see the image of the questions section where the text is not displaying correctly... Ironically when booking to come to Insights!
  23. Jeremy
    @Victor I feel that I have left you in the dark about this, after being all alone! This has reared its head again, so an example that we have today is that during changes we add the relevant authorisors, but sometimes the analyst has entered these incorrectly or there needs to be more added. Currently, in the BPM we have a task that says 'Let me add an authorisor' after this task the key symbol appears where we can add authorisors, but once this is done the key disappears and we cannot change/add authorisors. We would like a way to turn this 'on' in the Actions section in the Services for all request types (see highlighted image below)
  24. Jeremy
    @Victor this one was raised today... IN00836586 you should still have access to our instance
  25. Jeremy
    @Steven Boardman we only have the one node in the PCF
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