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Malcolm

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Posts posted by Malcolm

    SLA Timers Never Accurate- Email "black hole"

    in Service Manager

    Posted

    I wasn't sure how to title this, but essentially I need to know if there is a way to properly capture the time between an email hitting the mailbox and that email being converted in to a ticket.

    The issue we have is that the SLA timer cannot kick in until the ticket conversion occurs. Which means all KPI reporting we do as business is borderline useless when analyzing with customers.

    We are contractually obligated to these SLAs, and with no accurate way of measuring them it is having a detrimental affect on customer relationships.

    Can anything be done in this regard?

    e.g. Emails straight in as tickets and categorised in terms of Service, Incident/Service Request after the fact

    OR

    Can the time that email is logged be captured and measured against

    "Last Email Sent" - Field

    in Service Manager

    Posted

    On 6/27/2022 at 11:37 AM, DanielRi said:

    Hi @Malcolm

    thanks for your post. I believe you'll be referring to the column in the table h_itsm_requests called h_email_datelastsent. 

    Using the Entity Viewer I've checked the description of that column and it should be storing "the last date of when an email has been sent from the request". So we should be able to use this in a report to understand when the last email was sent from a request.

    image.png

    Obviously, it won't tell us who sent the email (but one would assume that this would usually be the owner of the request doing the sending), or to whom it was sent. To be honest, I would think that the who doesn't matter so much as you're probably most interested in confirming that some outbound correspondence has actually taken place within the last x days.

    From my checks, I can't see this actually updating when I send an email from a request so I'll have to defer to development to see what's going on.

    Dan

    Hi Dan,

    Yup thats the column we've got. And yes its not updating, so the value it returns is actually the date and time of the first email sent from a request as opposed to the last. So something is broken somewhere.

    "Last Email Sent" - Field

    in Service Manager

    Posted

    For the purpose of reporting we're trying to pull information on the last date/time an owner updated a request by way of email.

    We've found this field "request_lastemailsent" . The name implies it will have the data we are looking for, but it appears to contain data on the first time an email is sent and not the last time.

    Hope I've explained that clearly, can anyone assist?

     

     

    License Removal - Demote to Basic

    in Service Manager

    Posted

    I have two Full Users who I am trying to remove licenses from.

    Though I get the following error messages and the process fails:

    • Cant remove license, because user has tasks assigned
    • Cant remove license, because user owns documents

    Problem is I've been through both accounts and I am unable to find any tasks or documents linked to either user.

     

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