-
Posts
157 -
Joined
-
Last visited
-
Days Won
2
Content Type
Profiles
Forums
Enhancement Requests
Everything posted by JanS2000
-
Unexpected email desktop notifications
JanS2000 replied to Adrian Simpkins's topic in Service Manager
I'm having the opposite problem in that I've stopped receiving notifications for calls I'm the owner of, but still get notifications for calls I'm following or are a member of. Mine just seems to have stopped this week, it was working okay really, apart from the email notifications which don't work and I've already got a support ticket logged for that. -
I'm interested in a variation of this, for support teams and/or contractors to carry out preventative maintenance routines on a yearly basis. It would be good to have some way to raise these automatically on specific dates each year (or every 3/6/12 months depending on the requirements), without having to log them all separately from scratch each time.
-
Query re new priority and SLA Resolution date incorrect
JanS2000 replied to JanS2000's topic in Service Manager
I'm not going to claim I understand all of it but the excel sheet is brilliant and has helped me no end, you are a star @Victor, thank you! I've updated the SLA I was stuck on and just done another test, which has resulted in the target resolution date of 6th January, which is bang on, thank you! -
Query re new priority and SLA Resolution date incorrect
JanS2000 replied to JanS2000's topic in Service Manager
Thanks @Victor, I'll take a look at this. -
Query re new priority and SLA Resolution date incorrect
JanS2000 replied to JanS2000's topic in Service Manager
Thanks @Adam Toms, I'll have another look at the calendars, I appreciate your help. -
Query re new priority and SLA Resolution date incorrect
JanS2000 replied to JanS2000's topic in Service Manager
Thanks @Steve Giller. I had a look at the working time calendar we use yesterday, and it doesn't look as though bank holidays have been applied. I think we have a bit of work to do around that as most requests/incidents wouldn't be picked up during bank holidays but we have an out of hours, on call team and the calendar for them would need to be 24/7 365, so maybe we need a separate calendar for that particular priority. Thanks. -
Morning, I'm hoping someone can give me a nudge in the right direction or point out what I've done wrong please. I've created a new BPM and service, and Priority and SLA to go with it. The response time is 4 hours, resolution 5 days. I've set these in the config item SLA but when I've created test requests against the new service over the last 2 days, it's setting the same target resolution date of 16th January. I can't work out where I'm going wrong, any advice would be most welcome, thank you!
-
Query re Dashboards - ! There are no Charts configured or visible
JanS2000 replied to JanS2000's topic in Service Manager
Thanks @Steve Giller, they're all visible. It was the advanced analytics dashboards that I thought would come through to the request list, so thank you for clarifying that they won't. -
Query re Dashboards - ! There are no Charts configured or visible
JanS2000 replied to JanS2000's topic in Service Manager
Thanks @Adrian Simpkins, I've already shared them with the service desk team, and with me specifically, but I'm unsure where other people will be able to access these, as not everyone has the same level of access as me. I've been accessing them via the config settings. Thanks for your help with this, I appreciate it :-) -
Query re Dashboards - ! There are no Charts configured or visible
JanS2000 replied to JanS2000's topic in Service Manager
Okay so I've created some charts in one view we've got, which show when I click the Dashboard icon in the request list which will be okay for some basic charts, but it's the dashboards I created in the config (advanced analytics) that I expected to see in here. Where are those visible? It's something I want to share with managers and other ICT teams, but I can't figure out where they would see them. -
Query re Dashboards - ! There are no Charts configured or visible
JanS2000 replied to JanS2000's topic in Service Manager
Thanks Adrian, I'll check that. Yours looks different to mine so I think I've missed a step somewhere. I'll have a look at the view settings themselves and see what I've got in there, thank you! -
Hi, I've created a dashboard and everything looks okay, they're available for use and shared with various teams, and I've also shared them with myself, but when I click on Switch to my Dashboards in the request list, I get the message " ! There are no Charts configured or visible". I've checked the WIKI to make sure I've set it up right, and it all seems to be. Do I need to enable something to make them visible? Any help or advice would be much appreciated, thanks.
-
Search customer not resolving to known users
JanS2000 replied to Mark (ESC)'s topic in Service Manager
More things not working @Deen, affecting the team as well as me - we can't put calls on hold or use the email function within a call now. -
Search customer not resolving to known users
JanS2000 replied to Mark (ESC)'s topic in Service Manager
It didn't fix it for me either, but something else is not working now, for me at least. Since clearing my cache I've lost all the calls that were in the request list, I can't see any of the views I'd set up or the services, nothing at all - just a blank screen . I've advised the team not to clear their cache if they haven't already. Not sure if this is something just on my end or not. I can get into the emails and see the employee portal, service portfolio, assets and suppliers, just not requests. -
Search customer not resolving to known users
JanS2000 replied to Mark (ESC)'s topic in Service Manager
Thanks @Deen, I'll try that and let you know if any more problems, thank you! -
Search customer not resolving to known users
JanS2000 replied to Mark (ESC)'s topic in Service Manager
We're experiencing the same issue @Deen. I was going to raise a support request but I'll follow this thread for now. Please let me know if there is anything I need to do. Thanks! -
Hi, I have received reminders via the forum to mark solutions to the issues/problems I've posted, but I can't find a Mark as Solution button. I've looked a few times over recent months but no joy. Am I missing something very obvious?
-
Validation errors when uploading new supplier
JanS2000 replied to JanS2000's topic in Supplier Manager
That worked @AlexTumber, thanks again for your help, it's much appreciated! -
Validation errors when uploading new supplier
JanS2000 replied to JanS2000's topic in Supplier Manager
Thanks @AlexTumber, I'll try your suggestion. I never thought to try the help button, it's one of those days today! Thank you :-) -
Morning, I'm trying to upload a new supplier using the template, but the validation keeps failing, on the status and supplier status fields. They're both set right from what I can tell. Am I missing something obvious?
-
analystUpdateFromEmail not generating emails
JanS2000 replied to JanS2000's topic in Service Manager
Morning, I'll log a call with support about this issue as it's come to light that another notification email isn't working, so I think something isn't set up correctly. -
Morning, could it be that something on our side is blocking it?