davidrb84

Good afternoon all, As a rule we do not assign requests/incidents to individuals in our system. However, we have a small team of account managers who work independently of each other (different parts of the building). For these managers we assign requests/incidents to them directly. For anyone else who does something similar in Service Manager how do you deal with leave/absence for these people? We had an issue where a job was assigned of a time sensitive nature, but the manager in question was on leave for a week. The Desk didn't get an ooh email as the servicedesk account had already been sent one on another matter (and google only sends 1 notification). We're going to maintain an in/out whiteboard for them, but seems a bit old-school.

Us too, particularly as we have to subscribe almost all of our services to every user, in order that they can view their 'tickets' in the service portal. This includes most where they will not have the right to raise a 'ticket' vi the service portal. Currently we're prefixing those we need to be first with a · but this does mean it orders these services in the user app as well, which is annoying.

Good afternoon, We are currently in the process of building up our Service Manager instance and have got as far as populating our wider user base, including their email addresses. We want to have email services enabled to test the various email notifications and functionality, but I am concerned about mistakes causing emails to go out to real users (those not in the project team) Is there any way to limit outbound emails to a smallish range of addresses?

another vote for it here

Thankyou all, this is exactly what I was looking for.

We're a University and have a centralised student/staff facing knowledge-base and it would be really useful to be able to link to this in the footer of the service portal. It would also be useful to link to other services like our chat support.

It would be nice to be able to disable entirely 1 or more of the social media icons on the service portal. We don't have a linkedin presence, for example, but cannot remove the icon.

This was raised in a different thread but I've duplicated the request here for visibility, as this looks like an enhancement request rather than a bug. On the Service Portal the Customers only see requests against services that are set to visible on the portal, not ALL their requests. Making all Services visible on the portal will result in a large number of services being shown that have no actionable Catalogue Items. This masks the relatively few that have customer facing PCFs behind them.

@Steven Boardman Thanks Steve, As above that looks like my issue. If we make all our services visible on the service portal even when there's nothing for the user to interact with, it'll mask those where we want them to interact with them.

Thanks again @Lyonel your comment made me try something else that rings a bell from a long while ago. It only shoes Requests/Incidents against services that are visible on the portal. This doesn't seem quite right, is this normal? Essentially we have a 6-8 services with Catalogue items for customer self service, but a larger number that might be logged via the service desk agents. We would like the customers to be able to see updates, and update their incidents via the portal, even if they didn't log it there.

Hi Lyonel Thanks for your tip, we're using Bomgar as we escalate many/most of our chats to remote support so bomgar isn't going to work for us at the moment. Be very interested if that changed though.

Just implementing Service Manager and I'm only seeing my Service Requests when I log into Service Portal, I'm NOT seeing any incidents where I'm the customer. Does anyone know if this is intentional, a setting, or a bug?

We're part way through an implementation of Service Manager at the moment and are getting to grips with the Service Portal. We're coming from Supportworks and so heavily customised our self service portal, including inserting some javascript to overlay a Bomgar chat popup. I'm aware this is not possible at all at the moment, but was wondering if anyone else was using Bomgar for chat support and might like to jump on an enhancement request. We're going to be using a clickable link in a Progressive Capture as a stop gap, but would also be keen to hear people's ideas on better approaches to adding a link to the service portal. I should imagine there's all sorts of reasons people might need to link out to another site (corporate website or something maybe)

Looks like a cracking feature, basically exactly what I was looking for. Still getting my head around the divorced KE and PB classes, but on that subject I'm wondering why PBs aren't included in this feature. I appreciate a problem may not have a workaround, but knowing a problem exists may well prevent a whole load of wasted effort on the part of the desker getting this particular call.

Afternoon All, Apologies firstly if this has been asked before, I search but found nothing relevant. I'm wondering what ways people have found of surfacing workarounds to Service Desk analysts when they're logging Incidents. In an ideal world the analyst would provide a service, and SM would present the analyst with open PB and KE records associated to it automatically. Is this something anyone has any experience of?