Salma Sarwar

@Steve Giller could an enhancement be placed please for the notes field to become unlimited.

@Adrian SimpkinsIts the Resolved on: should be cleared or not displayed on the employee portal when the ticket is reopened. It should only display if the status is resolved or closed so that the end user is not confused (regardless of whether it is not cleared behind the scenes) Kind Regards, Salma

@Adrian Simpkins Thank you for your reply. I will re-check but I thought the setting only allows to cancel service requests and not incidents. Kind Regards, Salma

@Daniel Dekel I think you have misunderstood my questions its the actual size of he title that is causing the issue. Kind Regards, Salma

Hi, Would it possible to have a search facility for analysts to be able to narrow down the catalog item that they need to select from the services. It would make logging a ticket easier. Thank you. Kind Regards, Salma

Hi Could you please allow for the tile size to be set. At the moment the image size can be adjusted but not the actual tile size. Thank you. Kind Regards, Salma

Hi Would it possible to re-categorise the services that are displayed to the analysts so that the more frequently used services appear at the top. Thank you. Kind Regards, Salma

Hi. Would it be possible to allow end-users the functionality to cancel an incident that they have raised. Thank you. Kind Regards, Salma

Hi Would it be possible to clear the resolution timer once a ticket has been re-opened, currently it states that the ticket was "resolved on:dd/MM/yyyy" even though the ticket has been re-opened. It is confusing for the end-user. Thank you. Kind Regards, Salma

@James Ainsworth I think I may have found the problem, I will test and report back. Kind Regards, Salma

@Steve Giller thanks for the reply. Yup it was becausethe checkboxlist item was empty. Thank you for your help. Kind Regards, Salma

@James Ainsworth we have done a bit more digging in to this one. It seems that when logged from the portal the SLA bit is working however, when logged from the Analyst side the Service Level section does not appear. I can't see anything wrong with the set Priority node in the above screenshot. Kind Regards, Salma

@Victor thank you so much thats where I was going wrong. I have got it working now. Kind Regards, Salma

@James Ainsworth thank you for your reply. Yup the email is sent after the resolution timer has started in the email template we have the following: Summary: {{.H_summary}} Service: {{.H_fk_servicename}} - {{.H_catalog}} Priority: {{.H_fk_priorityname}} Estimated Resolution Time: {{.h_fixby|formatLocalTime}} {{.H_datedue}}

Yes we do have the SLA's with response and resolution times but we were hoping that once a ticket is logged and prioritised we are able to provide the estimated resolution time within the email that gets to the customer. Kind Regards, Salma

Hi, I was wondering whether you can help is there a way of inputting within the email templates the estimated resolution time. It seems like .h_fixby works for incidents but not for requests. I have tried both fields below but they do not work for requests. Thank you. {{.h_fixby|formatLocalTime}} {{.H_datedue}} Kind Regards, Salma

@Victor I did get the sub status' set up with the help of Bob but I wasn't sure how in the BPM I could get the ticket to come off-hold once an email update is received. I have attached a snip of my BPM and the nodes If you can help that would be great. Kind Regards, Salma

Just to add I am specifically looking at cost centre. Kind Regards, Salma

Hi @Steve Giller, Just tried this I get the following error. Invalid value for parameter 'notes': The text size provided (606 characters) is greater than the maximum allowable size of 255 characters for column h_notes Kind Regards, Salma

Hi @James Ainsworth Any time frames on this please? I am trying to take a ticket off hold when an email update is received. Kind Regards, Salma

Thanks for pointing this out to me Steve. I am hoping that I can add the approvers to the notes section. Kind Regards, Salma

Hi, Can anyone please help with the below error message. It appears when validating the progressive capture. Thank you. Intelligent Capture schema validation error: The element was expected at location '' Kind Regards, Salma

Hi @Martyn Houghton Thank you so much that makes a lot of sense and has saved us so much time. Kind Regards, Salma

Hi, I was wondering whether you can help me I see this field appearing under certain tickets logged for certain services but not for all services. How do I control the visibility of this field. Also this field is not getting captured in the pro cap so I am unsure why it is presenting itself. Thank you for your help. Kind Regards, Salma

Hi Is there a way for the analyst to modify certain pre-defined fields after the ticket has been logged. Our analysts would like to amend the department and location if the user has entered an incorrect value after the ticket is logged. We can see that the option is available for custom fields. Thank you. Kind Regards, Salma