Steven Boardman

@dwalby As gerry says you can create the custom buttons on the Asset forms and if you hold the host name in one of the variable fields available as a custom button variable you can initiate the team viewer or other browser based tool In my example below i am holding the host name in the geo location field, could be asset tag or any of the other available ones Giving me this on the asset form

@Darren Rose another option if you are looking to get a detailed report from a request, and include and exclude certain options is to use the print option on the actual request. In your example you can exclude system updates or any others and then save to PDF. Just another option to compliment the reporting route.

@Michael Sharp just looking at the log date, the 28th was Sunday, are weekends included in the working time calendar which the SLA is using? it may not explain it all but if the WTC have a bearing here?

@HGrigsby i've added you

@Joyce you could try changing the second value to hour, day, month etc (TIMESTAMPDIFF(second,h_datelogged,NextDate))

Hi @J_Tamburrini The short answer is yes There is some info on the wiki which will explain a bit more https://wiki.hornbill.com/index.php/Multi-Select_Actions You can resolve open calls and once resolved, you will see an option to close the resolved calls. Please do have a read of the OOTB restrictions which only allow you to apply multi-select actions on requests of the same type and those which are logged against the same service. There are system setting to disable this behaviour but please do read the considerations in doing so which are documented on this wiki page. Finally there is not an option to Cancel multiple tickets on mass, only resolve / close Hope this helps Steve

@Darren Rose there is an issue which is fixed in the next update which will resolve this, but for now if the status of the project is draft on creation you should see the tasks and you can then move the project to Active. This will be fixed in the next update

@Prathmesh Patel as Conor says there is no current way to display the change calendar on the dashboards, we have a story in our backlog to look at options for this and as it progresses we will update here. I have added all interested parties to this story

Thanks @samwoo i will add you to the asset picker in a custom form and i'll borrow some of your use cases to support the customer / connection story. As usual as these progress we'll post back here

@Martyn Houghton i've done some testing and i can't replicate an issue in this scenario. I will explain what i have tried. * In my business process i have both start response timer and start resolution timer configured * I have a stop response timer in a subsequent stage and a stop resolution timer at the end of the last stage * I have a corporate SLA which has 3 service levels > One has both a response and resolution target > One has a response only target > One has a resolution only target I have rules in this SLA to invoke a different Service Level Target based on the priority of the request * In addition i have a Service Specific SLA which has 2 service levels > One with a response only target > One with a resolution only target I have rules in this SLA to invoke different Service Level Targets based on the category of the request * I have linked both of these SLA's to a test service. * Because i have two SLA's against the same service, i have a rule which invokes the correct SLA based on who the customer of the request is, and then in turn the rules in the chosen SLA determine the Service Level and it's relevant timer(s) I have run multiple tests on all of the above examples and in each occasion the correct SLA and Service Level is invoked, and regardless of if the Service Level has both a response and resolution timer configured, or only one of them the business process progresses - starts the required timer(s), ignoring any timers which are not configured in the Service Level without impacting the business process, and likewise as the business process goes through the stop timers for both response and resolution it stops the timer(s) is configured and ignores any where the resolution was not set, again with no errors in the business process. Does this sound different to what you are seeing? if so I am wondering if this is related to something else causing this, and if so my first thought is does this relate to the old service level timers (shown here) Or have you moved across to using the Corporate and Service Specific service levels where i have done my testing and can't seem to replicate the issue you describe? Could you confirm if i am testing the right scenario and which Service Levels you are using?

Hi @dwalby we have a change to specify an Asset Picker field on a custom form in progressive capture, so you could select an asset and also have other fields on the custom form - similar to the group pickers and simple list lookup options which currently exist. As this changes progresses we will post updates back here. @DeadMeatGF in relation to the users we could look at various options, but i am keen to understand if this is a requirement to populate the customer of the request or to add additional connections via the portal (adding connections is possible as an agent already).

@Dan Munns we have pushed out an update which resolves the missing image issue, please let us know if this is not the case for you

Hi Derek Colour Coding Yellow - Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update. White - Requests where all the updates have been read by the Owner. Grey - Requests which are currently on-hold. There is some more info your your new collegaues here on the request list features https://wiki.hornbill.com/index.php/Request_List Hope that helps Steve

@DeadMeatGF @Dan Munns Just an update here, we are introducing additional custom fields in the next Service Manager update (due out shortly) and in that certain new custom fields have defined types (Text, Datetime, Integer) for the New Text custom fields we have enabled the multi-line editor in the update custom fields option. This was added today so won't make the next service manager update but will be in the one after that. I've asked my colleagues to comment on the resolution text append issue

@Tina.Lapere we will look to add an Add Contact button to the email view, we will update once this has been scheduled and is available

Hi @Paul Alexander no update on this as yet i am afraid i'll raise it again but it is not on the short term list currently.

OK scrub the above i think i get this now, two things: 1. Are we saying the overwrite resolution text is not working as expected? 2. As a workaround you were adding all the values into a custom field using the append option there, but as these are not allowing a multi-line selector input you could not format the custom field value which you then passed to the resolution text? So in the next update there are additional custom fields and some are designated as text type so i'll ask if it is possible to see if these can expose a multi-line editor.

@Dan Munns @DeadMeatGF sorry for delay getting back to this post, it may be a little late so sorry if i have missed the action here but would i be right in saying what you are looking for in the Update Request > Resolution Text option is an Append Text option like in the Update Request > Details shown below? I'll ask the question anyway but if you could confirm or let me know what was really needed if i have misunderstood that would be great

Thanks @Tina.Lapere for the clarification i get it now I've reported this and have asked my colleagues to take a look and see if there is anything which can be done to improve this

Hi @Dan Munns i'll add you to this one for sure In terms of your issue when changing the SLA and the previous SLA on-hold time i'll ask one of the team to take a look and this and we'll post back here.

@dwalby just an update to this, FAQs in Service Requests has been added and will be available in a Service Manager update in the coming weeks (it missed the cut off for the next update, but will be out shortly)

@Lyonel just an update on FAQ's in Service Request's, this has now been added and will be available in an Service Manager update in the coming weeks (it missed the cut off for the next update, but will be available shortly).

@Dan Munns just to say the inconsistencies between the displayed services between changes and service requests has been fixed and will be included in an SM update shortly, this may not be the next one due in the next couple of days but should be the update following that. We have the story as well to hide the request type drop down options and will post back on this separately as it progresses

@Lyonel so on SR's it is more the case that you want to be able to resolve question type service requests by including a link to an existing FAQ in the resolution of the SR? Something like: You can change your telephone number in your email signature by following the instructions in this FAQ (Link) Hopefully the embedded knowledge will prevent a percentage of these even raising a service request but i see what you are looking to do, i'll raise this internally and post back updates. Thansks Steve

@Lyonel FAQ's are only available to resolve Incidents currently In regards to Service Requests, FAQ's and your end users. The new functionality which has been introduced for using an FAQ to resolve an Incident is restricted to the Agents, not visible to end users on the service portal. Any FAQ content in the resolution details of an Incident will be visible to them. Obviously end users can still use FAQ's to solve their issues before logging a request of any sort. The same would then be true once a Service Request is raised, even if the option for FAQ's was enabled for Service Requests the end user would not see an FAQ linked to their Service Request from the service portal just the FAQ content in the SR resolution details. We do see the FAQ's on Incidents as being an enabler to resolve the Incident, and in regards to Service Requests we see agents perhaps needing guidance and process to follow to onboard a new starter, give them access to a system etc hence the suggestion of the document approach. We are also finishing off another knowledge story which will allow ens users on the service portal to be pro-actively presented with FAQ's and other knowledge inside progressive capture to allow them to self help and prevent the need to raise Incidents, Service Requests in the first place - this will be out shortly and will be in the form of a Knowledge centre All of that said, if there is a desire and support from customers to extend functionality into other areas or provide a solution which provides the same end result. Could you provide some examples of where you could see this benefiting the different types of Service Requests you process? Thanks Steve