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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @SJEaton We have this issue before and one of the causes was the contact did not have an email address. Cheers Martyn
  2. Martyn Houghton
    We are looking to bring further Service Desks into our existing instance and therefore will need the ability to under bulk imports of the following entities * Organisations * Customers (Contacts) * Portal Account ID's and Passwords for subset of above Customers When we went live originally this was undertaken by Hornbill as part of the Switch On Service, but as we add more desks to the system, this will be a regular requirement. Are there any plans to provide this facility either in the Admin Tool or as a separate tool similar to the Request Loader? Cheers Martyn
  3. Martyn Houghton
    @TrevorKillick Thanks, I was running out of inventive passwords. Will this take into account the guest password policy settings, i.e. we have it set to 8 characters, at least 1 Upper, Lower and Numerical characters? Cheers Martyn
  4. Martyn Houghton
    @TrevorKillick Thanks, that will help with with me setting up large number of new portal accounts. Cheers Martyn
  5. Martyn Houghton
    At the moment when using a variable in an Email Template, the system will correctly insert the value when the field has a value, but when it is empty/null the email has the variable name inserted rather than just inserting nothing. Could the system be changed so when the variable is blank nothing is inserted or if not, perhaps an option to include a standard value such 'No set' or 'No Value'. Cheers Martyn
  6. Martyn Houghton
    In doing some cleansing and updating of our contact records I have discovered it is not possible to delete/remove the value in the telephone field when editing a contact. If you remove the value and click on save, it appears to have removed the value and left the field blank. However once you retrieve the contact record again, the original value has returned. Tired to use a blank space as a workaround but that does not work either. You have to put something in the field in order to replace the previous value, you cannot just clear the field. Cheers Martyn
  7. Martyn Houghton
    @samwoo I think I see what you trying to get to now. I think our view is different as we also have some licenses for Customer Manager. You could try installing Customer Manager temporarily to see if that returns the functionality in your instance. Cheers Martyn
  8. Martyn Houghton
    @samwoo Is it the 'Cog' button in the Organisation View which give you the options below, you are looking for? Cheers Martyn
  9. Martyn Houghton
    @James Ainsworth +1 for us as well please. Cheers Martyn
  10. Martyn Houghton
    As the majority of our customers are are external, it would be a real help if the Request Search Results layout included the Organisation under the Customer name. Cheers Martyn
  11. Martyn Houghton
    @Daniel Dekel Indeed it does. Should have thought of that. Cheers Martyn
  12. Martyn Houghton
    @Daniel Dekel Even when altering the Time Spent field to have the correct duration, the amount in the other value in the top right hand corner is not being updated to reflect this. This means the large value us being inserted into both requests and analysts time sheets, so this is becoming more of an issue. Cheers Martyn
  13. Martyn Houghton
    @Daniel Dekel In the short term an option to disable globally would be good. Longer terms perhaps the option to enable it when creating the activity either manually or via a BPM, that way you can turn it on for certain activities/meetings. Cheers Martyn
  14. Martyn Houghton
    @SJEaton At the moment, I do not believe there is an option for this. One thing we raised was the ability to trigger additional Progressive Captures during the processing of the request, as we do not always know what information is needed until latter in the process, though this was aimed at analysts for integration purposes. Would your progressive captures lend them to being broken down into stages, so the managers could at least complete a stage at a time? The only other way I think you could do it at the moment would be break the process down into separate requests, each with a separate section/part of the process and linked back to a parent request. Cheers Martyn
  15. Martyn Houghton
    @Daniel Dekel I think your line "As from today, if there is a Start Date and Due Date, the Time Spent will be automatically set by these two values. If no Start or Due date it will set to 0 as before." explains why this has happened. Our activities have the start time of date logged and the target time of the resolution target. Can we disable the new 'feature'? I am in the process of uploading a video to Pamela in Support as well (ref IN00148285) Cheers Martyn
  16. Martyn Houghton
    @dconagh Indeed, just a way to buy you some time to get the endpoint bit sorted to get the new trust certificate in place. Cheers Martyn
  17. Martyn Houghton
    @dconagh Dan If you turn off 'Validate Certificate' in the SSO config, are the users able to login? Cheers Martyn
  18. Martyn Houghton
    @Gerry Probably looking at around 6 months time. Was looking at using the Suspend node wait for Status Change node, using an expiry period to escalate it through a set of notifications if the analyst does not log into the system and change the status. Cheers Martyn
  19. Martyn Houghton
    @Keith Thanks, that what was waiting for as well. Cheers Martyn
  20. Martyn Houghton
    @Keith Have you just applied Service Manager 1048 by any chance? Cheers Martyn
  21. Martyn Houghton
    Not sure if it is something just happening in our instances, but since the end of last week when completing activities the time spent fields are being pre-populated with very large erroneous values, with some the duration's being before the request was even logged. We are currently on Service Manager 1043, Collaboration Core 673 and Platform 2787. Cheers Martyn
  22. Martyn Houghton
    @Gerry Thanks. That is something that is worth considering in terms of using an external party. Cheers Martyn
  23. Martyn Houghton
    @Ehsan Thanks, that will be a great help. Cheers Martyn
  24. Martyn Houghton
    Following on from this this, I realised the search is only working on the user name field and does not include the login id or email address. If the search can be extended to include these as well. Cheers Martyn
  25. Martyn Houghton
    It would be really useful to have the option to generate a random password when setting up new Portal Accounts in the Admin tool, akin to the one that is used when setting up basic users. Cheers Martyn
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