Jeremy
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Enhancement Requests
Posts posted by Jeremy
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PCF logging - when creating requests in the customer field it now shows the email address of the user, can this be changed or allow us to change it to show the usernames instead?
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@Victor so as with @sprasadwhen you click in the box for the date this does not give the option to chose a date, you have to click the calendar icon, but more of an issue for us, is the fact that you can't chose the time in the calendar.
After you select the day, the calendar disappears and adds the current time, there does not seem to be an option to chose the time element.
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Can we have a further update as to the progress of this, as at least for us we are still seeing these issues.
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On 3/30/2022 at 3:20 PM, Steve Giller said:
Which part are you needing documentation on?
I can't find documentation on the string utilities and examples from a Hornbill perspective to show what these functions can do.
e.g. With the Trim option where do you enter how many characters to trim etc
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Yes it's how to use the string utilities is my issue, there doesn't seem to be a lot of documentation on it.
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I was wondering if after an email is logged is there a way to interrogate the source email to take out some information and place into a custom field.
Example email:
Dear Officer,
Please can help me do a thing
username: xxxxxxxxxx
Kind Regards
Jon
Is there a way to grab the x's so that we can get the username and then put that username into a custom field within the request?
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Is there an update on when this patch is/has been deployed as we are still seeing these issues. @Steve Giller
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Is there an update regarding this issue as we can't choose the time in these fields e.g. when raising changes or any request that has date/time sections.
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@James Ainsworth thanks, I knew that I was missing something.
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So with the new update where we choose dates/time the times are not appearing to be chosen and also there is a ? icon that does nothing.
Date box with no time:
When you click the ? the screen goes grey and this happens:
The ?is not an issue but we use the date/time field a lot and currently our analysts have to now enter this information manually, please can it be looked into?
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@Steve Giller this is what we have for some of our software system to remind us of license renewals.
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We are thinking of using Service Manager to list our major equipment assets in our business and then to link audits etc to them via PCFs.
So I noticed that in 'Software' Assets you can create tasks, is this available for all Assets? As I have created a new Asset type and it doesn't seem to show in the same place, just wondering if I am missing something.
Also where are the translations for these fields as we want to make some changes?
Can we add custom fields to assets? (We want to create service intervals against equipment)
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31 minutes ago, samwoo said:
So I just had a thought to the original request, why not have the ability to add a "Reply" action to any timeline posts that were created as result of an email going into the ticket? You could set up a dedicated template that we could amend which will allow pull the contents of that post into it. The email we send as a result of this reply action will update the timeline of the ticket.
This is a better idea, the option of adding these emails to the timeline would be great as I know that sending emails this way does not link to the timeline in anyway.
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Is it possible to look into whether we can include previous emails in the 'email updates' that we send to customers as sometimes this is useful so that people get the whole conversation we have several users that are copying and pasting in previous emails so that the customer is aware of the next steps etc.
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Is it possible to create a role that allows users to access/manage specific types of assets?
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@Oriol Martinez when added this information in the spreadsheet id, if you have set up your account correctly in the keysafe then you should be able to type and search for the Google Sheet's name and then select it. The sheet needs to be shared or created with the account that you link in the keysafe.
It might also be a good idea to include the Sheet Name even is this is Sheet 1 (as per default).
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@Smurfy we have the same issue we have about 12 people on our service desk but 59 teams that they can potentially oversea and help with so we cannot add them to all teams as then it would cause lots of issues.
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We have assigned these roles but as mentioned if the task is assigned by the system... it makes it nearly impossible to complete etc without this role. Also the way in which we are structured the Service Desk and the analysts oversee a lot of the system and they cross teams and requests so without the Super User role they can't easily do they jobs.
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On 3/3/2022 at 4:15 PM, Smurfy said:
Being able to reassign an activity/task linked to a ticket where the person doing the reassign is not in the team its currently assigned to
(So our scenario here is our change team may need to move a change ticket and its activity from Networks to Servers - they can assign the ticket but not the activity/task)This is also an issue for us as we have had to give Super User role to our Service Desk analysts as they need to be able to complete and re-assign task to others, as a lot of our tasks are system generated they need this level of access to be able to do these tasks. Ideally we would like to change this level of access as it also allows them to view certain elements of the system that we would prefer them not to be able to see.
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Also we have now turned off, as when raising requests from email if you need to create a contact the email address is blank. Where as before if you created a contact it pulled through the email address automatically so we just had to populate the name of the person. @James Ainsworth
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@James Ainsworthwe have turned this on but it doesn't seem to automatically place your curser in the field.
I have noticed that the UI is looking a bit cleaner with this version.
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@Steve Giller what we ideally want to do is to ask some questions and then from these we can decide if the resulting request should be a IN or SR but currently once this is logged we can't change the prefix so need a staging area or the ability to change it.
Also I think that with a clear explanation/examples customers can work out if something is broken or if they need access help with something. I was trying to find a way to switch capture or the like from questions to put then down the alternative route but in the employee portal it seems like most of the 'system nodes' are not visible in this portal.
We are looking to try to replace our emails and so need a more flexible approach to getting the correct info into the system, we don't really want to put another 'thing/webform' in front of this to direct people to the correct form. Ideally we want to keep as much of this in house and standard as possible.
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In the new admin tool you cannot upload simple lists when selecting the option there is no where that I can see to select a file and then it just fails.
Please can this be added back at some point as this is very useful, I have had to do it in the 'old' interface
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In the new admin panel if you try to change any email templates it does not allow you to save the changes, I have had to use the old admin.hornbill.com route to update these templates.
Please can this be looked into promptly as we need to make adjustments fairly regularly
Customer Field in PCF
in Progressive Capture
Posted
@Sam P this is exactly what I was trying to describe (a picture like yours would of helped!) @James Ainsworth the above image is what I was referring too, in the latest update there seems to have been a shift in the information that is provided regarding the customers information.