[Linking Tickets Questions (Parent + Child relationship)]

Please can someone let me know if the following is possible for when you link tickets together:

If any linked ticket is re-opened, will all the linked ticket open? If so what happens top this relationship?

What happens if we need to convert to a problem ticket. Is all the child ticket reference transferred as well? 

When reporting does each child ticket count as a separate ticket? If the Parent ticket breaches SLA child tickets do not how is that reported on?

[Bulk inform customers at major outages]

@Steven Boardman please can i be made aware when this is live within the system

[User notification configuration query]

@Victor thanks, 

[User notification configuration query]

thanks @Victor, by default i have guest.app.requests.notification.allowUserDefinedNotificationType. switched off. If i enable this and then ask the user to make the changes and then disable this feature, will the system over-right what the user has defined?

[User notification configuration query]

Hello,

I want to set up a role whereby our IT manager can see all tickets which is logged in the system but does not want to receive emails each time a ticket is logged? currently i have to add him as a member of all support teams but he does not want to receive the emails informing him when a ticket has been logged.

 

Thanks

[Read only role]

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?

[update catalog items]

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?

[Creation of scheduled tickets]

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

[Major Incident notifications]

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?

[Major Incident notifications]

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?

[Major Incident notifications]

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?

[Being able to raise a ticket in the past]

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 

[Grant IT staff access to add a contact - what permission??]

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?

[Embedding images into PCF - size limit]

thanks @Miro , please keep me updated.

[Major Incident notifications]

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? 

[Difference in logging tickets via the service list options]

thanks @Victor, not i need to work out what PCF is used when you click on the RAISE NEW button 

[Difference in logging tickets via the service list options]

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?

[OLA]

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 

[Difference in logging tickets via the service list options]

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.

[Embedding images into PCF - size limit]

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? 

[Embedding images into PCF - size limit]

thanks for the email @James Ainsworth, no there is no white space on the images, we have got three different images and they all show the same size (which is small and difficult to see on the PCF).

[Embedding images into PCF - size limit]

Hello, 

 

is there a size limitation (or what is the max size we can use) when embedding an image into the PCF questions? we want to make these images larger but cant seem to be able to?

 

 

 

[Emails attachment not displaying in the request attachments section]

Currently when you send an email with an attachment, the attachments remain with the email within the timeline rather than appearing in the attachments bar.

 

please can you look at enhancing the system so that all attachments show in the attachment bar

[Amend default visibility for Priority]

found the setting but not sure how to remove this post.

[Default BPM for raising an ticket via the 'Raise Request' button]

Can someone please let me know how i can find out what the default business process to be used when logging a ticket via the email 'mailbox' when selecting Raise Request