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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    Thanks @cchana At the moment it just caused a few comments from our customers, but for some cases it could be a bigger issue for us and I would think others as well. Cheers Martyn
  2. Martyn Houghton
    Using the Lync/Skype for business browser 'Click to Call' plugin you can get it to dial a contacts telephone numbers from the Contacts screen, however for some reason when the same number is displayed in the customer section of the request screen the plug in does not recognise the same number as a telephone number so you do not get the option. I suspect the issue is the plug in looking for some specific formatting or even the word Telephone in order to be activated. Cheers Martyn
  3. Martyn Houghton
    At the moment when you make changes to any field in the 'Details' section of the request form a timeline entry is created, but simply states ' Request details updated ' with no further details. Would it be possible to include details of which fields where updated, as there is no indication which and what number of fields where updated. Cheers Martyn
  4. Martyn Houghton
    Is there a setting to control the default visibility of the time line entries when updating the request details section which include custom fields as well as the standard summary and descriptions? At the moment it defaults to being customer visible, which I can see would be applicable when changes are made to the summary or description, but the time line entry gets triggered when you change any field in the 'Details' section. Cheers Martyn
  5. Martyn Houghton
    When sending an email to a customer from Service Manager (i.e. visibility is to customer) and specifying contacts in the BCC address, these are then inserted into the timeline entry, so they are are visible on the customer/service portal to the customer. The timeline entry should not contain the BCC email address in the timeline update text, but only in the attached email, which is then be accessed through the 'View Email' action. The customer is not able to view the original source email via the customer/service portal, only the text of the email inserted into the timeline entry. Cheers Martyn
  6. Martyn Houghton
    Dan We too are finding this a problem and ended up for the time being having to abandon the actual values we wanted to hold and duplicate the display text into the values, as a workaround. I guess at the moment that the progressive capture definition is not encapsulated in the request when it is created, unlike the BPM process, so at the moment the application does not have the context to understand what the display values where. I think this would also affect the other posts about the ability to edit the questions, as without the context of the original progressive capture, you would not be able to display the relative options/simple list. Cheers Martyn
  7. Martyn Houghton
    Trevor Just to advise and if anyone else needs to do a bulk update you can use a single UPDATE clause using the CASE WHEN syntax which you are able to run as one SQL Statement, all be it in our case one that was over 7,000 lines long. Cheers Martyn
  8. Martyn Houghton
    Adam We have raised a similar point about there being some form of warning and asking for confirmation that you sure you want to assign to an analyst who is not currently set to 'Available'. Cheers Martyn
  9. Martyn Houghton
    Steve When doing a search in the global request search, can you confirm the field name that you need to use to explicitly search just by the customer name, rather than potentially including occurences of the customer name in other fields used by the global search? Cheers Martyn
  10. Martyn Houghton
    Just wondering if there is an update on whether the capture of Scheduled from and until will be made available in Progressive Capture? Cheers Martyn
  11. Martyn Houghton
    Daniel Thanks for the update. I keep an eye out for it. Cheers Martyn
  12. Martyn Houghton
    Andy This has come up a number of time before. The only way of seeing the Customer's complete history I believe is still via the purchase of the additional Customer Manager application. The worksarounds via the request list views, will only give you the request for the teams you are a member off etc. This was something simple to do in Support Works and seems to be a significant omission in Service Manager. Cheers Martyn
  13. Martyn Houghton
    Neil Thanks, that will make it a lot easier to control the sizing of labels and more readable on our large displays. I keep an eye out for when it is released. Cheers Martyn
  14. Martyn Houghton
    James Thanks for the update, least I was on the right track. Cheers Martyn
  15. Martyn Houghton
    Victor It is the Portal Access button under the Organisation view, rather than the Service Portal link in the left hand icons. In terms of the setting you mentioned, we have that turned off. Cheers Martyn
  16. Martyn Houghton
    I am trying to determine what additional permission I need to grant my 1st Tier team in order for them to have access to the 'Portal Access' link shown under Requests on the Organisation view. I have given them the standard roles of 'Organisations Admin' and 'Contacts Admin', plus a custom role of containing the Service Manager permission of 'managePortalSettings', but they still do not get the 'Portal Access' Link appearing so are not able to set up users to view all the organisation requests. In order to for the link to appear I have to give them the 'Service Desk Admin' role which contains additional permissions I do not wish to give my 1st Tier team. Cheers Martyn
  17. Martyn Houghton
    James/Victor Thats good to know. If the full field including the name of the person completing the activity along with the date and time is displayed as per how it is displayed when you open the completed activity. Cheers Martyn
  18. Martyn Houghton
    When using Charts in the dashboard the data label text size is too small to read when displayed on a large screen. Resizing the graph and putting each graph on it own dashboard in the slideshow still does not increase the size of the data labels, just the width of the chart elements. Can a change be raised to allow control of the text size of the data labels for the Chart widgets, so that we can increase the size of the text to make it readable on a large screen from surrounding desks. Cheers Martyn
  19. Martyn Houghton
    At the moment completed activities displayed down the right hand side when viewing a request appear to be sorted in 'Due by' order. It would be really useful and more logical for if for complete activies the 'Completed On' field is displayed and this used to determine the sort order of the completed activities. We use 'Resolve By' date and time from the request when generating the activities, so a number of activities generated by the BPM process can have the same 'Due by' date and time, where as 'Completed On' shows them in the true order they where completed. Cheers Martyn
  20. Martyn Houghton
    James Wonder if there is has been any further discussion on the display of Historic Updates on the service/customer portal. Cheers Martyn
  21. Martyn Houghton
    James Related to the escalation process is there any plans to include the equivalent of the Support Works condition field which could be used for recording escalation levels linked to the SLA Escalation Actions, as escalation as such does not always change the actual SLA priority of the request. Cheers Martyn
  22. Martyn Houghton
    Gary Do you have the request details form before or after the service form, as I know when you select the service it will then switch from the default progressive capture to the service specific and then attempt to auto complete some of the forms. Cheers Martyn
  23. Martyn Houghton
    Steve Is there any plans to extend this to allow more precise selection criteria for clearing down records, as in our case it is not class specific, it is department/service specific, where we are migrating in other desks into the live system where we already use the request classes. Cheers Martyn
  24. Martyn Houghton
    Samuel/James This is something we too would fine useful, as it is akin to some of the Action based operations we automated previously in VPME for Support Works. One though is whether this should be part of the main BPM, or if you have sub BPM processes which 'packaged' with the parent BPM process but are linked to certain operations, i.e. adding a connection, update of the request via the portal etc with the ability of the sub process to query the parent process (i.e. query stage check points etc) as well as the request entity itself. Cheers Martyn
  25. Martyn Houghton
    James Thanks, I think both the above and Samuel, post are along the same lines in that currently the BPM is very linear and does not take into account updates made to the request outside the workflow and also the context of actions being picked up in the workflow, with Samuel idea relating more the former rather the later. I think have both have merit in making the BPM process more dynamic and reactive to real world processing of requests. Cheers Martyn
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