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David Longley

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David Longley last won the day on July 12 2019

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About David Longley

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  1. Hello, I want to give someone from my organisation access to the system but only in a read only capacity. Is there such a role?
  2. Hello, i was wondering if someone can tell me a way in which you are able to change the catalog item mind way through an active ticket? We currently use a self service portal which is broken down by specific service. if a customer selects the wrong catalogue item which will then log a ticket, we want to be able to change that catalog item and set it to the correct one. This is so that we can accurately report on all tickets. Please advise?
  3. Does the system have the ability to set up scheduled tickets? e.g. each month i want the system to automatically raise a ticket asked for XYZ to be completed
  4. thanks @Steven Boardman, what condition do i need to add to ensure that it will send an email if a priority is changed to PI at any stage of the lifecycle?
  5. Thanks @Steven Boardman below is the current rule i have: i am not sure what i need to configure to set the following: Priority = P1 then invoke Service Level P1, Maybe we could have a quick call?
  6. Thanks @Steven Boardman, we already had these settings enabled in the system. I am looking at my SLA within the Service Portfolio, taking into consideration to what i want to achieve (i.e - everytime a ticket priority is changed to either a P1 or P2, it sends an email, what config do i need to set up?
  7. I have been asked if it is possible to have the option when manually logging a ticket, that we can specify a date/time in the past? e.g. to have the ability to log a retrospective ticket for a date/time in the past? Thanks
  8. What role do I need to grant in order to allow people in my team to have access to create a contact? The + button is not visible to some users and I can’t see anywhere what role I need to grant them?
  9. Hello, is there a system setting or something that can trigger an email every-time a ticket priority has been changed to a P1 ticket? I dont want to go down the BOPM route as the priority can change at any time potentially?
  10. thanks @Victor, not i need to work out what PCF is used when you click on the RAISE NEW button
  11. thanks @Victor, it would seem that it was this: the catalog item is configured to only be visible on portal but you raise a request from service desk another question, when i select the service, how can i configure the system to then ask the person logging the ticket to fill out the PCF questions which is associated to the catalog item?
  12. I want to look at creating some OLA between support teams, how do i go about setting this up as i can only see SLA within the service portfolio section. thanks
  13. when I try to log a ticket, the PCF takes you to the service list, but for some reason, I am only able to see a few of the services, not everyone. can someone tell me why this is as they are all configured the same? What I mean is that when I click on eSP support service, it only shows the below: Within eSP support there should be two options. When I click on SDC Support, nothing else displays.
  14. HI @James Ainsworth below is the wiki markup: here is a link to the hosted image: https://i.ibb.co/3BSLNpf/Screenshot-2019-10-15-at-13-35-38.png have we done something wrong?
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