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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Rohit Govind When the print dialog window opens, you should get a button to select Timeline Options. Are all of these or the relevant ones ticked? Cheers Martyn
  2. Martyn Houghton
    @Steven Boardman Just wondering if there has been any further thought on the use of sites for external organisations or alternatively the ability for a 'contact' to be linked to multiple 'organisations'. At the moment we have to create separate organisation/contacts and the customer need to remember to login with the correct one when logging a request for a specific site etc. Cheers Martyn
  3. Martyn Houghton
    When reviewing an request or printing, it would be useful to have the time spent (if record/greater than zero) displayed on the timeline entry on the bottom line where it displays the visibility of the timeline entry. Cheers Martyn
  4. Martyn Houghton
    At the moment when an email is added to a request a timeline entry is created formatted with a the from address and then the text from the email. It would be really useful form the header part of this format to include the 'to' filed, i.e. the recipient value, either all the time or only if it the mailbox email address is not on the recipient list. This will make it easier to see if the email was just copied into the service desk, rather than addressed to them. At the moment you have to guess from the message body itself or have to open the linked email (if not already deleted). Cheers Martyn
  5. Martyn Houghton
    On the Timesheet view within the Service Manager request, it would be useful to have a breakdown of time spent by Analyst on the 'Values View'. Cheers Martyn
  6. Martyn Houghton
    @James Ainsworth Just wondering if there was any progress on having the 'Reason' pop up box more configurable, i.e. being able to turn it off? Cheers Martyn
  7. Martyn Houghton
    I am sure it is a common occurrence in most service desk, that a request will often spawn a follow on request(s), sometimes at the beginning of its life-cycle, but also at the end when you get ''there just one other thing that might be related' conversation. Therefore it would be could to have the option when raising a new request from an existing one to be able to selectively copy the connections and attachments from the current request. As this would save a lot of manual operations in doing so and ensure consistency. Cheers Martyn
  8. Martyn Houghton
    +1
  9. Martyn Houghton
    Coming back to the original post by @Kelvin, it would still be useful to have a field holding the details of who last updated it, which can be used in the BPM or email variables. This applies to both internal users and contacts, as with Organisation View on it is not always the owner of the request that updates it in the portal. Cheers Martyn
  10. Martyn Houghton
    @James Ainsworth Thanks for the update. Hopefully others will find this useful too. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth Thanks for the update. Just make the system more manageable when dealing with multiple service desks and large volumes of services. Cheers Marytn
  12. Martyn Houghton
    +1
  13. Martyn Houghton
    @Gerry Thanks for the update. Hopefully this is something that fits in the strategy in the near future. Cheers Martyn
  14. Martyn Houghton
    @Victor Thanks for the update. It would make managing annual renewals so much easier. Cheers Martyn
  15. Martyn Houghton
    @Victor Thanks for the update. Hopefully these will move forward soon. Cheers Martyn
  16. Martyn Houghton
    +1 for both Customer and Service Portals.
  17. Martyn Houghton
    @James Ainsworth Thanks for the update. hopefully will manage to go creep up the list. Cheers Martyn
  18. Martyn Houghton
    @NeilWJ That's spot on, in our case for Incidents, but the same thing applies. Lots of Red Zero's. Dont't Panic! Cheers Martyn
  19. Martyn Houghton
    @Steven Boardman Your scenario is correct and we are using Corporate Service Level agreements. I will give it another test, as it might have been something I done wrong in the workflow/config, as it appears it is designed to cope with the having the different combinations of timers. Cheers Martyn
  20. Martyn Houghton
    @James Ainsworth Thanks that would be a real help, in allowing customer to a more detailed over view of their requests without having to request reports. Cheers Martyn
  21. Martyn Houghton
    @James Ainsworth Just wondering if there had been any further thought on reporting/exporting requests in the Customer/Service Portals? Cheers Martyn
  22. Martyn Houghton
    @James Ainsworth Is there any update on having the ability to display the Service Level on the Customer/Service Portals? Cheers Martyn
  23. Martyn Houghton
    @Steven Boardman Following on from the extension of the maximum duration on an SLA in SM build 1117, is there any plans to allow the system to cope with an SLA only having one of the SLA timers set, either Response or resolution. I.e. the workflow has the start and stop timer nodes in for both as most of the priorities have both, but would not fail when there is no timer for the current service level. I know I could achieve this by hard coding in decision nodes to the workflow not to start the timer if there is no timer on the current SLA, but with a growing number of SLA's this requires quite a bit or work/administration. Is there a way to query the current Service Level assigned to a request to determine if there is a Response or Resolution Timer, which would allow you to route around the timer start/stop nodes. Cheers Martyn
  24. Martyn Houghton
    At the moment under a Catalog Item you have the Title and the Description, both of which are 'public' and displayed on the Service/Customer Portal. It would be useful to have a Notes field on the Catalog Items to contain internal notes/description which can be used by the Service Owner to record information, such as changes, catalog specific setup etc. Cheers Martyn
  25. Martyn Houghton
    Like 'Services' it would be useful to be able to group/filter Service Level Agreements by 'Service Category', as we use the category to differentiate between the different Service Desks we operate on the common platform. Cheers Martyn
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