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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    Steve Thanks for the detailed reply. I think for us at the moment the ability to use the alternative email address within the BPM would be useful, however we envisage most of our emails being sent out manually via the request screen, so hence wanting to take advantage of the connections entity to include the alternative email address. The reason being for the manual email generation, is down to it not being possible to take the comment from the manual activity and placing it in the email template. Cheers Martyn
  2. Martyn Houghton
    Thanks for the quick response. Cheers Martyn
  3. Martyn Houghton
    The Customer Portal currently does not have any search facilities to locate requests by searching so you have to know what service the incident was logged under and then locate it that way. Is there any plans to provide the same 'Look for' functionality that is in the Support Works Self Service? Given that requests are now stored under services, the search facility would ideally be available on the My Service level as well as within a particular service. Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  4. Martyn Houghton
    When viewing requests in the Customer Portal. the request reference value is truncated, when you have a prefix longer than two characters. We are using a five character prefix in order to identify our references as specific to our system, as we predominately provide services to external customers, whom use systems of their own with the default IN, SR etc. The format we are using is IDX for Idox and then the standard prefix of IN, SR. i.e. incident reference IDXIN00001024. At the moment the portal will strip the last two numbers off, as it seems to be hard coded to 10 character limit on the display column. Cheers Martyn
  5. Martyn Houghton
    When Historic Updates are created via the Request Loader tool, each update record has the View Attachment link associated with it, even if there are no attachments. Would it be possible to have a count of the attachments next to link or the link disabled/removed when there is not any present? Cheers Martyn
  6. Martyn Houghton
    When the Historic Update section is populated by Request Loader tool, i.e. transferring from Support Works, the updates are displayed in oldest first order and there is no option as there is under timeline to alter the order. Is it possible for a change request to be raised to have the ability to order Historic Updates in the same way as the Timeline, plus the same default applied display order to be the same on both? Cheers Martyn
  7. Martyn Houghton
    Would it be possible to raise a change request to specify default connections in a contact (external), so when you log or change the primary contact on a request the system populates the connections with the contact's default connections? We have a number of external customers where they wish any updates on the requests to be copied into the the other team members at the company when email updates are made on the request. This also applies where say a manager wants to be copied in to any emails to their staff. At the moment we achieve some of this via VPME in Supportworks and using distribution email address rather then the contacts individual email, but the latter means matching contacts in the system mailboxes does not really work. Cheers Martyn
  8. Martyn Houghton
    Steve For out point of view it is the ability to copy it as a whole including subscriptions etc, as a new service set as pipeline, so it is not visible to the customers. Make your revisions and then mark as catalog at the same time as marking the source as retired. It would also be useful when you are first implementing the system and creating your initial services. Cheers Martyn
  9. Martyn Houghton
    James Just wondering if there had been any further thoughts on expanding the Service Icon support. Just in the process of creating a large volume of services at the moment, so reminded me about this topic. Cheers Martyn
  10. Martyn Houghton
    Is there currently a way to modify values listed in the Services Details - Category Level, as at the moment the current default values are not that applicable to our environment and would like to use our own values. Cheers Martyn
  11. Martyn Houghton
    Is anyone making use of the API and PHP Toolkit for the Collaboration system yet? We just getting started, looking at the API and sticking with PHP since we used the latter with Support Works for the time being. Not sure whether it would be worth creating a separate sub-topic for the API on the forum. Cheers Martyn
  12. Martyn Houghton
    Trevor Thanks for clarifying the issue. Would be good for requests for a contact to be view able in both Service Manager and Customer Manager. Cheers Martyn
  13. Martyn Houghton
    Is there any plans to provide the facility of copy a service in order to duplicate it? With more details and configuration going into services, it would be really useful to have the ability to duplicate a current service and the modify it, either to make a new service or as a revision to the current service. Cheers Martyn
  14. Martyn Houghton
    The Subscription Details screen on the new Admin Tool appears not to correctly display the number of Shared Mailboxes in use. In our case it shows 0/2 when the original Admin Tool shows the correct 2/2 value for our configuration. Cheers Martyn
  15. Martyn Houghton
    Trevor/Neil Thanks for confirming that this has been raised as an RFC. Cheers Martyn
  16. Martyn Houghton
    Following on from https://forums.hornbill.com/index.php?showtopic=8279 I have been trying out Customer Manager. Though you are able to view requests by Organisation, you are not able to view requests by Contact, which would be really useful when dealing with a customer on the phone. Is this planned to be added? Cheers Martyn
  17. Martyn Houghton
    Gerry Thanks, that seems to do the trick quite nicely. Using the syntax examples from https://lucene.apache.org/core/2_9_4/queryparsersyntax.html#Boolean%20operators, I can now do structured searching within the workspaces. For example searching all workspaces starting with 'Service Desk' and containing the word 'URL' in either the post or comment. title:"Service Desk*" AND (content:"URL" OR comment:"URL") Cheers Martyn
  18. Martyn Houghton
    With the introduction of Service Catalogs we can now specify what progressive capture to use and whether it is used for Portal, User App or Both. In terms of the progressive capture itself we want to try use a single workflow, but need to branch in the capture workflow depending on whether it is being accessed via the protal or user app. What parameter/variable accessible in the progressive capture workflow determines the context it is being run under which we can then use in the decision condition? Cheers Martyn
  19. Martyn Houghton
    Trevor Thanks for the reply and I can see why it is Customer Manager, but not sure why it is not also in Service Manager given that is the application the requests are generated in. I will have a chat with Abdi/Stewart about Customer Manager. Cheers Martyn
  20. Martyn Houghton
    Trevor Thanks. Can a potential change request be raised to support it be marked as being linked to from a workspace? Cheers Martyn
  21. Martyn Houghton
    Similar to Mentions in Workspaces where you can link in a 'User' into the Workspace update, is it possible or are there any plans to allow a similar functionality for Service Manager Requests? It would be good if you could enter a request reference which provides a preview of the incident title/contact as you enter the reference. Once you enter the reference it could then insert a timeline entry on the request to advise 'Has been mentioned in workspase xxxxxxx' and provide a hot link in both directions to open the request from workspace and workspace from the request. Cheers Martyn
  22. Martyn Houghton
    Trevor Thanks. I think we where typeing updated both at the time. Cheers Martyn
  23. Martyn Houghton
    Trevor Thanks for the reply. The wiki page listed the external link types like Youtube, Twitter etc, but unless I missing something it does not list the file attachement types supported? Cheers Martyn
  24. Martyn Houghton
    Trevor Thanks for the update. If you can let me know when Development have fixed the remaining part. Cheers Martyn
  25. Martyn Houghton
    Is there anyway to view a 'Contacts', i.e. external customer, requests they have logged in Service Manager from the search contact dialog, akin to the 'Associated Requests' tab in Support Works? I know I can create filter in the Request View but requires me manually adding a fixed condition, where as if we are dealing with an escalaiton or telephone call in it would be easier to just go to the contact record and then view their requests. Cheers Martyn
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