-
Posts
293 -
Joined
-
Last visited
-
Days Won
5
Content Type
Profiles
Forums
Enhancement Requests
Everything posted by Frank Reay
-
enhancement Asset Management - Bulk Actions
Frank Reay replied to Martyn Houghton's topic in Service Manager
Ideally everything in the General Properties Section. It is consistent and so the process for one could I thought be applied to all the fields? But anything is better than nothing!- 21 replies
-
- 2
-
- used by
- operational state
-
(and 4 more)
Tagged with:
-
Adrian - something has definitely gone wrong. I raised a Support ticket 2 days ago that we cannot update dates in the Dates section of Contracts. Having read the above we can make changes to the Basic Details section of Suppliers BUT I have just discovered we cannot update Basic Details of Contracts (same behaviour as you describe above).
-
In the Portal, the user can see 'Supported By'. However when there is no owner they are not shown the Owning Team. This would at least show the user that the ticket has been passed to a team rather than being stuck with the initial Servicedesk team. We provide escalation paths for teams to our end users in our intranet.
-
Regex help? Extracting a User's name from the Description field
Frank Reay replied to Berto2002's topic in Service Manager
@Victor you crack me up Victor!!!! I am clearly not alone in this universe when looking at Regex! -
Report for tickets logged between certain times
Frank Reay replied to StephC's topic in Service Manager
You can put anything you like in Custom Criteria - as long as the code is accepted! I am not such an expert but I would have thought you could specify the time as part of your own variable eg 18.00 on the day that was a week before the report runs (rather than just 'Start of last Week' which I presume is 00.00 on the day from a week ago - that's a bit simple and not very flexible.). -
Report for tickets logged between certain times
Frank Reay replied to StephC's topic in Service Manager
Instead of 'Against These Value(s)' select 'Against Custome Criteria' and use 'Inject Variables' - start of last week etc so dynamic. You will need more than one Filter ie one Greater Than the other Less Than. -
Auto Tasks - Prompt Warning (potential enhancement)
Frank Reay replied to Frank Reay's topic in Service Manager
@Steven Boardmanthat's brilliant. Many thanks for the update Steve. -
Auto Tasks - Prompt Warning (potential enhancement)
Frank Reay replied to Frank Reay's topic in Service Manager
Agreed - this does make quite a difference. -
Auto Tasks is a very useful tool but also very powerful. Once the button is pressed then the task just runs without any further prompts (certainly we can't see any config option for this). We have entered a warning into the pop-up when a user hovers over the Task button but that is often ignored. Can we have the option of a Warning Prompt (with some customised wording eg 'Are you really sure you want to do this?').
-
What does 'Show in Organisation Structure' switch mean?
Frank Reay replied to Frank Reay's topic in Service Manager
@James AinsworthJust came across this in my travels... User Account - Hornbill A user can also be assigned a primary/home organisation. When in the Organisation tab you can select an organisation of type "Company" and on doing so the button to "Set Home organisation" will enable. Click on this button will set the selected organisation as the user primary/home organisation. . This can be useful when you need to report on users that belong to a certain "Home Organisation". In the future some apps may use the users assigned home organisation to provide "application" functionality (In this case please refer to the application wiki you are interested in). -
Enhancement: Allow variables input (Human Task) in AutoTasks
Frank Reay replied to Berto2002's topic in Service Manager
+1 -
What does 'Show in Organisation Structure' switch mean?
Frank Reay posted a topic in Service Manager
This seems to be a relatively new switch as I can't find it referred to anywhere in the wiki etc. It appears when creating/editing an org unit. What is its purpose? Does anyone know please? -
@VictorMarvellous and all works well for us. Just a thought - is this functionality available in our own portal? We don't have an Org Structure currently set up but maybe something for the future. If it is available then is it possible to determine the level of My Organisation or is just at the top level (which would be meaningless as it would show all Requests)? I suspect that My Staff's Requests is the only version available in our portal but just wanted to check.
-
Request for a mandatory closure category from the request list
Frank Reay replied to Smurfy's topic in Service Manager
Mmm I see what you mean (so via the Actions button the Category is not enforced). That feels like a bug or enhancement for HB. Thinking about it, I have actually used this loophole to my benefit(!) when I wanted to close a number of tickets avoiding this enforcement. -
Request for a mandatory closure category from the request list
Frank Reay replied to Smurfy's topic in Service Manager
-
Was same for us but now OK
- 23 replies
-
- help
- not working
-
(and 1 more)
Tagged with:
-
I think ours was down but now back
- 23 replies
-
- help
- not working
-
(and 1 more)
Tagged with:
-
We are using the csv update file via a daily automated route using the API. That is working OK. We receive the log file and have this summary at the bottom: I am happy with the Created Skipped count - this is deliberate as we don't want the process to create. However the Updated Skipped count is 1 and I can't find which asset this relates to. The input file was 1083 entries (which equals the logged 1048+1+34). How do I find the skipped asset update?