GJ06

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I'm bumping this to encourage potential +1's

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thanks for the reply @Steven Boardman useful to know, issue is it's not obvious to a standard end-user to upload an image and in our case, it's scans of wet signatures on documents that will be our biggest use case for members uploading attachments. Feel like this could be useful for purchasing teams etc if implemented to upload GRN's, quotes etc that come in on PDF's or .DOCx

HI there folks, Is it possible for Impacted/Interested members of a ticket to upload attachments? At present I can only see that the customer can, but we have a requirement for connections to be able to view and upload attachments in self service as well. If it's not currently an available feature, can it be looked at as an enhancement please?

I'm far from the most experienced member on this forum but the way we do it is to have a "Sandpit" service in our service portfolio with only testing teams as subscribers and supporting teams. Then we publish test captures and workflows into there and it bypasses all our live reporting as well. Within the service we enable the ability to cancel calls so they don't hang around.

Aha! Thank you @Steven Boardman, I will give it a try.

Hi all, Apologies if this is possible and I have missed a trick? As we have more departments on-boarding with Service Manager, when analysts log a call they see "all services" that are relevant to the subscriber as default from the drop down list. Can the default be changed so that the analyst logging the job has a view for only services they support? e.g. we are one organisation and all of our employees are subscribed to raise self service calls for ICT, HR, Estates & Facilities etc. But the Analyst logging the call will only be logging the call within the service they can help with and supporting team they work in... Could there be an option to have this and a toggle in settings to have it as default as well please?

Hi @Gerry, Thanks for the comprehensive update. Was their any comms that went out prior to the API's being chopped? I attended the HUG last week, the pace of change spoken about was both exciting and terrifying. feedback shared by some was that we can't seem to get our head around where we find out your change schedule and comms for this kind of work. I don't have time to watch the forum that regularly, can a heads up on this sort of thing be delivered via email or a Harry Hornbill notification for admin users?

are there any logs that we can access to find who may have used the AI tool in our instance and what they used it for?

Hi all, apologies if this has already been asked or there is a solution I'm not aware of... Is there a function for upload of a CSV or alike with individual ticket details which we can raise retrospectively in case of a Service Manager or Internet connection outage? If not, may post to request a feature or enhancement... My way of thinking is Analysts would have a local copy of a CSV template with columns like Request Type, Customer name/ID, Summary, Description... etc which could be filled out for each call we take then uploaded when connections are restored rather than manually keying each line? Appreciate there's lots of complexities like which Workflows these calls would be linked to but there could be very stripped back/simple workflows to accommodate this upload and save time during a Business Continuity / Disaster Recovery situation. Cheers

Hi there, is there a way for individuals to change colour settings in Service Manager to better tailor for their accessibility needs? I'm aware we have dark mode and high contrast, but I'm raising a query on behalf of my organisation to see if individuals can change the colour of text or unread highlighting in call ques to different colours. I've found where I can change these settings in Service Manager but it makes the change for everyone on our instance, specific customisation on a per-user format would be ideal. Thanks.

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