davidrb84

It would be useful/interesting to be able to have the tag cloud from the documents manager as a widget in the service manager 'home' screen. We're starting to use documents manager to store our service desk knowledge, and would be really interested in new ways to expose that to the desk while they're on a call.

Ppssibly a minor request but the ability to sort the emails by subject would be useful at times.

Our issues appear to have been resolved. Thank-you for the information @James Ainsworth are you suggesting this would be worth doing fairly regularly, or only if we see an issue?

Unfortunately we're still unable to update requests from the email interface. Searching for requests also doesn't work (filter works fine)

Email updates cannot be applied to existing jobs. Searching for specific requests does not work in the main search box. Attached is a screen shot of the email update request interface showing a grey apply button for a valid reference number.

At this point several of my analysts cannot update requests. The same users are also not able to search using the main search bar (filter still works)

Hi all, Is anyone else getting a "Could not connect to server (Error code: -1)" error when interacting with their service manager instance? We're getting it when searching, updating or other actions. Edit: same errors on 4g connection as well

that would be ideal @Steven Boardman Thanks for the reply

Hi, I'm enjoying having been shown that Graphs associated with Views can be broken down by Month (image attached) I'm wondering if it would ever be possible to be able to show this for all months, rather than for a specific year. The issue is for some of the data sets there are jobs from 'last year' being only 2 months ago.

@Victor @James Ainsworth Hi Both, Is there any update by any chance on this?

Thanks @James Ainsworth appreciate the response.

Hi @James Ainsworth I wonder if there is any forward movement on the more analyst/team specific notification settings. While those users in Service Manager all day can somewhat rely on in-app notifications. We are trying to bring on-board other teams who might only need to login once a week or less. For those, having a notification that there's work to be done is required. We're not able to on-board them until this exists. They will not, nor would we ask them, to login continuously just to monitor a queue that might pickup tickets weeks apart.

Good afternoon I'm enjoying the new service availability metrics, but am slightly frustrated that you can't adjust the dates of the outages. This would be useful in circumstances such as when something failed in the middle of the night. Or a team resolve an issue but neglect to to inform the service desk. While education can help the latter issue, the former is somewhat insurmountable in our environment.

Good afternoon I am an occasional database direct user, it was the only practical way to get data from supportworks and it's a bad habit I'm finding it hard to break. I am cautious running queries here, however, if I run a query that might be overly resource intensive is there a timeout or manual abort that I can use to kill the query.

Hi @Steven Boardman I wonder if this is any further forward than previously? There are some users who would MASSIVELY benefit from this, but others who would be inundated and would need to setup gmail filters to bin them (which I would obviously like to avoid!)

No need to respond, these show as rounded to 0 d.p. when showing in widgets and dashboards. Would be nice to have an indicator that it's a % and not a count I guess though.

Hi, Is there a way to round scorecard data to 1 d.p. or similar? The current 4 d.p. is nice but a bit over specific and causes perhaps unnecessary scrolling

us too, probably most requested feature.

@James Ainsworth Hi James, just wondering if the option to subscribe services to sites was in the pipeline at all?

+1 interested in this too please.

I'm looking to generate a count of jobs logged per day. In SW I would have done this against the database direct and used a combination of format, group and count to get what I needed. Can anyone give a suggestion of how I might do this?

@Gerry Thank-you Gerry I appreciate you taking a personal interest in this issue, and it is nice to be novel :-) Please pass on my appreciation to the team, sounds like they've gone above and beyond on this one!

Hi @Pamela hope you're well. We've had no issues today, do we know if last night's efforts were successful?

@Pamela thanks Pamela, it is appreciated, let us know if there's anything you'd like us to do.

@Pamela Hi Pamela, the imports are a bit of a sore point as it's not run for 8+ weeks meaning we've got 10k or so customers missing (out of 35k or so ideal), while causing us major issues another day or so shouldn't make my team hate me too much more.