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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @ArmandoDM Thanks for the update as this would be a really useful addition. Cheers Martyn
  2. Martyn Houghton
    At the moment you are limited to 13 variable when setting up Snippets. It would be really useful to have the ability to use a number of additional ones, like it was possible using the remote call query in support works. Can I suggest the following at a starter:- Owner - add Job Title, Email, Work Phone and Work Mobile Current Analyst - not all updates/emails are done by the Owner so the ability to insert the current users Name, Job Title, Email, Work Phone and Work Mobile Status Catalog Name Service Level Team Name It would also be useful to be able to include Custom Fields as well. Cheers Martyn
  3. Martyn Houghton
    Since a recent Service Manager update (we are now on build 979) the full text of the human task/activity is now being added into the timeline when the it is marked as completed along with the 'Reason' text. As some of out human tasks have quite long descriptions to cover the actions/procedures involved this is making the timeline unreadable as the actual reason (text entered into when completing the task) and the outcome are pushed to the bottom of the update and not visible without using the show more option. There is no need to include the full description of the task when recording it completion on the timeline as it is shown in the completed activities. Is there an option to turn this off either as a system wide setting or on the human task node in the BPM itself? If not can this be raised as a urgent change request. Cheers Martyn
  4. Martyn Houghton
    @Victor Thanks for coming back. That would have made life too easy. Cheers Martyn
  5. Martyn Houghton
    @alextumber, James Ainsworth Has there been any thought on extended the controls on how the Assign to most available analyst, such as whehter on hold incidents are included? Cheers Martyn
  6. Martyn Houghton
    @Victor Thanks for the detailed reply. Are the email templates held in the database itself or on the file system? Cheers Martyn
  7. Martyn Houghton
    @James Ainsworth Thanks, the setting is indeed there in our current Service Manager build 979. Cheers Martyn
  8. Martyn Houghton
    @James Ainsworth In terms of the extension to include a setting to trigger the status change when an email update is applied in the mailbox (below), has that been deployed in Live or is in a future build? Cheers Martyn
  9. Martyn Houghton
    @Bob Dickinson This ability to display the priority/service level and whether it is in or out of target on the portal is becoming a quite an a common requirement. It has already come up twice this week in the tender responses we are making for new business. Just wondering if it has progressed in terms of the new feature request process? Cheers Martyn
  10. Martyn Houghton
    @Gerry That will be great, as you know we have been having issues with the CRLF issue and are also seeing the requirement for DKIM given our public sector customer base as well. Cheers Martyn
  11. Martyn Houghton
    @Victor From out testing so far it does appear to being triggered by content when using templates or even forwarding an email which is in reply to one generated a template. Cheers Martyn
  12. Martyn Houghton
    @NeilWJ Thanks for the update. Cheers Martyn
  13. Martyn Houghton
    @David Hall Thanks for the prompt reply. As the Service Level rules only apply when the request is first logged, changing the priority or other values on the request do not trigger the Service Level to change, so it does seem quite essential that you have the ability to provide rights to update the service level. Hard coding this to a specific role seems a bit outdated. If this can be raised with Product Team, as I seems to be quite a fundamental option when implementing the new Service Levels. Cheers Martyn
  14. Martyn Houghton
    @David Hall We copy the standard roles and customise them. I not wish to provide the users with membership of the standard Incident Management Full Access role, so need to understand the specific application rights to assign to our customised roles in order to allow the members of the to update the Service Level on a request. Cheers Martyn
  15. Martyn Houghton
    @Victor Just testing at the moment. With emails generated in the mailbox directly and those from an request. Cheers Martyn
  16. Martyn Houghton
    @Stephen Hutchinson We have been experiencing the same issue as well and have logged a incident with Hornbill to assist with diagnosing if it is something specific to our templates or more with the SMTP outbound connection process. We are also using Office 365 for the email delivery mechanism. Cheers Martyn
  17. Martyn Houghton
    When you need to update database rights under a role, you have to page through the an excessive number of pages to locate specific database tables. Can a filter be added to make it easier to locate and update the database table permissions for roles. Cheers Martyn
  18. Martyn Houghton
    We are in the process of implementing the new Service Level's to replace the original priority levels. We have roles based on the system Full and normal Incident Management Users, but need to understand what permissions are required to allow a user to change the service level on a request. At the moment the users are not able to click and edit the service level on the requests setup with the new service levels. Cheers Martyn
  19. Martyn Houghton
    @Gerry The issue with that approach is that I have to duplicate work spaces and teams have to navigate between multiple work spaces. I am trying to resist the need to use emails to convey/share this information using a central common location. Cheers Martyn
  20. Martyn Houghton
    Though most of our workspace posts we would want to retain, there are some that are only useful at the and are no need to be retained in the long term. For example posts advising the team of rota changes, people of sick, people on site this week etc, do not need to be retained. Therefore it would be useful to have the ability to set an expiry date and time on an individual post, which would mean that it is deleted automatically once the specified period has passed. Cheers Martyn
  21. Martyn Houghton
    It would be really useful to be able to alter and update both your availability status and text from the mobile app; As often you are pulled away from your desk for unplanned meetings/conversations which you could do with being able to change your status for. Cheers Martyn
  22. Martyn Houghton
    As I understand it, the mobile apps inherit the notification options from the the user's profile? If this is the case it would be useful to have a third column in the User's profile to configure the options for mobile app notifications separately. In my case there are some notifications I would want on my desktop but not on my mobile. Cheers Martyn
  23. Martyn Houghton
    @James Ainsworth As per @HHH request, we too also have hosted services for external customers, where we would like the ability to link assets to the the organisation and service in combination. i.e. we have services relating to hosted products which is subscribed to multiple organisations, each organisation would normally have their own asset (server etc) related to the external organisation and the service, though the asset may be used for multiple services for the same organisation. Though not as common in our setup, there is also the chance that an asset would be shared between organisations as well, so in essence an asset needs the options to be able to be linked to one of more organisations and one and more services. Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth Thanks, I sure you can come up with a more corporate name for this feature than mine. Cheers Martyn
  25. Martyn Houghton
    @James Ainsworth Thanks. I think it would be good to be able to to integrate Service and Customer manager more tightly and automate the management of provisioning services etc. Cheers Martyn
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