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@Steven Boardman - thanks, priority is there Look forward to seeing the others appearing soon. Nasim

Hi @Dave Read This is something I have been requesting for a while - emailing action. Other useful action would include putting request on/off-hold, and setting a priority. Nasim

@chrisnutt This may answer your query

@Martyn Houghton Useful info - Thanks Nasim

This is something I would be interested in - but also have the multiple action button have email as a function (for multiple selected requests). Nasim

Plus one from me. Nasim

@Bob Dickinson Looks good and exactly what I want Nasim

@Gerry Yes - not easy designing this, drip feeding is never good so getting a firm list of requirements is the best way. Obviously as a customer I want what we have now on all the options a ticket has (as I said wherever an analyst can enter text). To me the snippet is an advanced clipboard utility.... Nasim

Hi @Bob Dickinson Many thanks Nasim

@gerry Nothing confidential but the links to help file on the various intranets, and username: domain\ which are different for each org. They are not something we can inject - unless you know better I'll send you the snippets direct to you so you can check them Nasim

Hi @Gerry If I give my example of an organisation - with SSO I send the following info to staff having issues logging on, templated answer but specific to that org. As I said I would be using it more as a way of separating the snippets. What is much more important to me is getting availability of what we currently have across the platform - it really is something if used would be helpful wherever text is entered.

Hi Gerry Definitely hoping snippets use can be expanded (other than when emailing). I believe it should be available anywhere the analyst can enter text in the ticket (update, on hold, resolve, etc). Having 'Myself', 'Teams' or 'Service' is good, but I can see why organisation would be useful too. We are supporting multiple organisation and it would be a way of categorising the snippet - which is how I would "organisation" if it was available. Nasim

Is there a way of exporting the closure category list, we are doing some work in trying to improve what we have created but I can't see an export option. Looks like screen grabs are the best I can do (not ideal) Nasim

Hi @aw2215 Andy we have the opposite issue where I'm looking to enable the fed servers to be public so staff can access their tickets anywhere. So I'm sure changing your Fed server to not being public will work (which we do for other customers), only thing you may want to do is check if other applications (eg Office365) need public Fed servers. If this is the case, then just provision new Fed Server that are not public. If you add more Fed Servers (while you are testing), your users will get a drop down to select a server when they log on, but they can have friendly names eg. companyname, test - do not use, etc. Nasim

Hi @aw2215 One idea that may achieve what you need is to use SSO (single sign on) but ensure your federation servers are not public facing (so only available on your network). Nasim

@victor Great look forward to seeing an improvement in formatting here as it does make reading the reply complicated. Although I thought the "no-reply" message was hard coded and couldn't be formatted. Nasim

Also need searching the timeline needs to be there too, which would mean the filter/sorting to be better (eg. date order etc). Nasim

@Victor Thanks for the update....and yes I had forgotten about

Hi @Ehsan, @samwoo To add to the above - we would also like to assign the priority in bulk Most of these requirements come about after a major incident when we get an influx of identical calls. Nasim

Can you remind what permission/role allows you to amend the Service Levels

@Steven Boardman can you add me as an interested party (if I'm not already there). Reason its important to us (and I assume most customers) is we use the Priorities as the key measure for our SLA's. For example P1 is critical and has a 4 hour fix, going down to P4 which is 5 days. Most analyst are used to changing the priority as its the main measure we use. Having to amend it in two places isn't a natural action so the SLA rarely get changed (and needs additional permissions in Service Manager for us), so crucially the time to fix the ticket doesn't get updated. Look forward to seeing this one.

Thanks - this is what I needed (went with option 2). Nasim

A while back you enabled visibility of the owners phone number on the service portal, so customers could call the analyst if needed. I've just noticed as an analyst I can't see other analysts telephone numbers on the live portal. I can see their email address, organisational membership and other details. Can you allow the telephone number to be shown to. Regards Nasim

Hi @David Hall Could you add me too Nasim

@Victor I'm getting reports of the same error but its not stopping us working (I saw it when looking at a request list with 207 tickets) approx 11:03 Seems ok now but appreciate if you can check our instance Nasim