Martyn Houghton
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Enhancement Requests
Posts posted by Martyn Houghton
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Trevor/Neil
Thanks for confirming that this has been raised as an RFC.
Cheers
Martyn
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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
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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
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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
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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
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Trevor
Thanks. Can a potential change request be raised to support it be marked as being linked to from a workspace?
Cheers
Martyn
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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
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Trevor
Thanks. I think we where typeing updated both at the time.
Cheers
Martyn
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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
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Trevor
Thanks for the update. If you can let me know when Development have fixed the remaining part.
Cheers
Martyn
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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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Trevor
Is there an update on the short term fix to allow users to change their fixed password so they can use the Mobile App when using single sign on?
Cheers
Martyn
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I have been trying to locate a on the wiki or web the list of supported files types which are supported in Workspace posts.
Is it only image files like jpeg that it supports, as I know .PDF and Word documents fail with an unsupported file type issue.
Cheers
Martyn
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At the moment in a Workspace Post, Question, Comment or Answer you can only paste in or attach a single image/file.
Is there any plans to support multiple images/files?
Cheers
Martyn
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Trevor
As it is using cLucene is it possible to use the 'Lucene' search syntax to build structured searches then?
Can development advise what field names are usable in the search for workspaces?
Cheers
Martyn
Historic Updates - Attachments
in Service Manager
Posted
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