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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @James Ainsworth Is there any plans to add the ability to copy Service Level Agreements? I am in the midst of setting up a new sets for another Service Desk on our system and the SLA's are all a bit similar but just enough difference that you need to create a separate copy. Cheers Martyn
  2. Martyn Houghton
    @Victor It would still be useful to have a default value for the sub status to be set, as we still have active requests which were created with workflows prior to the setup of our sub-statuses. This will also be the case for any other sites who migrate to using sub-statuses with open requests using non sub-status aware workflows. Cheers Martyn
  3. Martyn Houghton
    @SJEaton Sam The basic way relies on a manual update to the parent (original) request either by the user app or portal. To automate it would need to include an integration node in the child (linked) request to make an update on the parent (original) request which would then trigger the status change. The latter would use the Hornbill integration elements within iBridge (https://wiki.hornbill.com/index.php/Hornbill). From @Steven Boardman update on the 8th January, I would guess that the Service Manager build with the fix in it is likely to come out mid next week, so might be work holding on for a further week rather than making the changes to your process now. Cheers Martyn
  4. Martyn Houghton
    @Daniel Dekel Thanks. I see we use the Instant Messaging field and change the type to Skype for Business. Do you know if it is possible to populate this field and set the messaging type using the LDAP Importer as we can update all our linked users? Cheers Martyn
  5. Martyn Houghton
    @Steven Boardman In your example screenshot you have 'Document Add' under the 'Request Credentials' section, is this required in order to determine the action of the integration call and is there an option to remove a document link? Cheers Martyn
  6. Martyn Houghton
    @Victor From separate topic, @SJEaton is on the Essentials maintenance plan, so would not have access to the Sucess Portal by default to log incidents, so, therefore, may not have been set up with access to it to get to the development plan view. Cheers Martyn
  7. Martyn Houghton
    @Paul Alexander I believe user permissions are cached, so would be worth checking it's not cached and log out, close browser and restart a clean session. What other roles does the user you are testing with have? Cheers Martyn
  8. Martyn Houghton
    +1
  9. Martyn Houghton
    @dwalby Just had a look out our workflows and where we set the status to resolved in the workflow itself we have the Sub-Status set Auto, but it sounds like you tried that originally. For most of our workflows, we set manual activity for the analyst to complete Resolution action on the request, but this is after the workflow has stopped the fixed timer when the customer confirms resolution. If you set a request to resolved using the request actions at the top of the form, does the sub-status get cleared as you expect it too? i.e. is the BPM process not doing the same as User App process. Cheers Martyn
  10. Martyn Houghton
    @James Ainsworth That will help. Any thought on adding a drop-down filter for the 'Service Category', as we are using this to separate the different 'Service Desks' we are bringing on to the common instance? Cheers Martyn
  11. Martyn Houghton
    @dwalby There was a fix in an early version of Service around build 1070-1074 which addressed this and is supposed to clear the sub-status. I think the issue might be the way the option to change the sub-status is shown on the request form. When you view your resolved requests in the request list is the sub status set to 'in-Progress' or blank? Cheers Martyn
  12. Martyn Houghton
    We currently have widget which displays the Availability Status of our 1st Tier Team on a dashboard, using a custom SQL Query on the h_sys_accounts. We are looking to expand this and wondered if the Online Status i.e. Active or inactive is held in the database as well, or is this a dynamic content held only in the application itself? Cheers Martyn
  13. Martyn Houghton
    This would be of use to us as well. Cheers Martyn
  14. Martyn Houghton
    @dwalby This would be of use to us as well. Cheers Martyn
  15. Martyn Houghton
    @derekgreen, @Victor We created two copies of the default 'Incident Management User' using the 'Copy' option in System>Organisational Data>Roles, one for normal analysts and one for managers. Then we either removed any existing application rights or added them as required to the roles. The reason we created two roles, rather than just using the standard one and one custom one, was that we wanted to modify the rights for both types of users. We now have a number of different 'sets' of these , as we are bringing different divisions of the organisation on to the same platform, so they have different approaches to what their teams should be able to do. Cheers Martyn
  16. Martyn Houghton
    @Steven Boardman Thanks that will help with some of more long-winded development/requests for changes etc. Cheers Martyn
  17. Martyn Houghton
    @derekgreen The way we do it is that we have two roles and have removed the 'Close Incidents' applications right from the role assigned to most users and left it in for the role assigned to managers. Cheers Martyn
  18. Martyn Houghton
    @Steven Boardman Excellent. I was hoping you would say that. Cheers Martyn
  19. Martyn Houghton
    @Steven Boardman That will be a great help and also reduce the risk of data leakage of sensitive or internal information. Cheers Martyn
  20. Martyn Houghton
    @Steven Boardman Thanks for the update. In terms of the Team, is that defined when setting up the escalaton aciton or does it inherit this from the team the requests in question is currently assigned too? Cheers Martyn
  21. Martyn Houghton
    @Steven Boardman Thanks for the update, that will help with us to use a single progressive capture but add analyst specific questions. Cheers Martyn
  22. Martyn Houghton
    @James Ainsworth Just wondering if there had been any progress on the plan to improve the capabilities of the Bulletins, as there seems to have been quite a few requests for improvements in this area since we raised this post a year ago. Cheers Martyn
  23. Martyn Houghton
    @Giuseppe Iannacone , @Steven Boardman At the moment you can make a problem visible to all subscribers of the service by publishing the problem. We do have problem requests which are customer specific rather than generic ones, which is why we raised the idea of being able to control the extent of the publishing in the post below. Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth Would the document links you have mentioned above also work in the Customer Portal? Is there a permission you can set on the Library to allow access via a customer portal account user? Cheers Martyn
  25. Martyn Houghton
    @James Ainsworth Thanks for the update. Good to know it is potentially being considered. Cheers Martyn
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