will.good

Hi, How can we track document views? I have tried using h_sys_pagevisit_log as I thought they would be included in here, but this doesn't show any document views We require something either to mirror the above table view for documents or document links to be included in the above table ideally.

Hi @James Ainsworth Is there any update on when this will be released? Our timers / figures are becoming slightly skewed due to this as in our Workflows we lock actions until a request has been categorised and then assigned, but our agents are now able to assign without categorisation meaning the timers we have set up in our workflows for date assigned etc are useless currently.

Hi, If I am using the Create New button to upload / create a document, when already in a Library, It would be helpful if the document uploaded into that library. Currently, if I do this, I still have to publish the document to the library. E.g. Let's say I have a library called 'Self Help' and I want to upload a document in to this. I would like to just be able to go to that Library, upload the document and its is automatically sorted into that library. I shouldn't need to then share this document to the library I have uploaded it in.

Just checking to see if this has been resolved yet? Still seeing this behaviour in the preview UI

Hi, Thanks for adding the Take Ownership button - this is something we are really fond of! Small enhancement request - in our Workflows we use the Lock Assign initially when a request comes in (to force our analysts to categorise/update priority/urgency) - can the Lock Assign action be extended to this button and possible grey it out until it is unlocked in the workflow?

Ours is working correctly for requests that are closed, I'm asking if this can be made possible for requests that are resolved, as to force people to reopen the request if they need further assistance instead of just commenting on the timeline.

Hi Is it possible to disable commenting on timeline entries whilst a request is resolved? We are finding that some customers are just commenting on timeline posts instead of reopening the request, meaning agents are missing updates as the request auto resolves as the status hasn't been changed.

Hi, Is it possible to stop people creating snippets? Is this a right or role we can remove? I'm aware of the Manage Snippets application right - but this is just the ability to manage all snippets, I think. We have a lot of duplicate snippets, and want to be able to stop people creating their own. The idea is that we will have a couple of people responsible for snippets and these will create / update snippets for the whole team, so individual access is not necessary.

HI, How can we use a capture task field to update the external reference number? I have tried the below but this doesn't seem to be working?

Brilliant, thanks Alex!

Hi, Is there any way we could request that Email Template Name be show on the template selector in Service Manager instead of the Template ID?

Hi, Was just looking at the h_itsm_snippet table. It appears we have a lot of snippets that have a value of 1 in the archived column (h_archived). Assumingly, this means that they have been 'deleted' from the front end. I'm a little puzzled why they are showing as archived in this table but are not showing anywhere on the manage snippets pane? When deleting a snippet, my expectation is that it is deleted, indicated by this icon and label How can we remove archived snippets?

When using the add image from url option in resolution. This does not come across to email templates that use h.resolution. It only displays the text and not the actual image.

@Michelle just tested and can confirm is working as expected - thank you!

Can someone tag this as an enhancement please - i forgot to add when posting!

Hi, We are looking to update the template AnalystCustomerUpdateRequestNotification. We want to update this to include comments that the customer has posted to the request. Whilst using the variable {{RequestLastActivity.H_content}}, we've noticed that if the customer is just replying to a post (leaving a comment) it will include the wording of the timeline post and not the customer's comments. How can we pull the customer's comments on a request and insert these to the email template? We'd ideally need a variable for Last Customer Update? so that this could pull either a timeline update or a comment?

Thanks James - this is exactly what I was after

Hi, Can we request that Session User's Handle be added to the list of variables available please? We use handle as 'Preferred First Name' in our Org and our agents would like be able to sign off emails using this instead of their legal name.

@James Ainsworth I've just tested this and the button doesn't actually seem to do anything other than change colour when an option is selected? I would expect that it works the same as sending a high priority email in outlook for example. Even when looking at the email in the timeline it has no mention of it being high/low priority...so I'm a little confused at what it actually does

Fantastic, thank you - sorry must have missed this!

Hi, Don't think this is currently possible but think it would be a good idea... Could we add a column to the requests table that would store the Chat Session ID in if the source is chat? Use case for this would be for us to see AHT of chat sessions for each request/Service/Catalog item... E.g. for HR queries the average handle time is 00:00:00. Currently there is no way (that I am aware of) where we can link requests to the specific chat session they were raised from.

Hi, Is there a way we can show / hide fields in the details pane by catalog item? I think this is currently done by service. We have a few different request types in one of our services where we would like to utilise custom fields, but obviously are restricted with the labelling of these. Also when editing details it gives the user the option to add 'custom' info on to fields that are not meant for that catalog item

+1 also!

@James Ainsworth appreciate it - thank you

I've updated the auto task but this still does not appear to work - I've even tried a hard refresh after running it and it still has not updated the request category to mirror the closure code coding-test.draft.bpm (1).txt