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We have setup a number of email templates to use with our incidents. This is so customers get the full contact details of the analyst when they send emails or updates from the ticket. This works fine if the analyst is the owner of the ticket, I'm using the following fields: {{owner.H_first_name}} {{owner.H_last_name}} {{owner.H_phone}} Issue I get is when an analyst is not the owner and sends an email/update - as they are not the owner they fields names are displayed in the resulting email (rather than the actual updater). I'm looking for a field such as "last updated by" which would solve my problem. Does this option exist (I haven't been able to find one that covers this)?

Have you been able to confirm the slow downs from an external laptop/ home pc - I say this because in our thin client environment Service Manager is slower than if I use my personal laptop. I put this down to our infrastructure.

Yes - updates is also important

Ignore my previous comment - this feature is now working for us

Our analysts have the option to change the priority by using the "escalate" button in the ticket - do you see that option (we do allow staff to set a priority during the initial capture). Update - took too long to press post :-)

When I tried this I found I was still able to resolve the ticket (even though it wasnt assigned to anyone). Has anyone been able use this yet and confirms it works?

We need a response sent back when a message is received that doesn't much our rules - at the moment they are ignored

In support works you could set a rule to move an ticket to a team based on a token (or key word) in an email - useful for automatic alerts (SCOM). I've noticed I can't do this in Service Manager - has anyone got a solution to this. So basically and email arrives that says Website down, we want to move to the correct team in Service Manager

Thanks Victor this is good - but I can see situations when you would want to see the VIP in the view (eg. incident).

We need to flag important users (e.g. customer facing, senior managers) so we can report and see their tickets easily. Has anyone done this - if so a couple of pointers would be appreciated

Thanks Daniel, I tried your suggestion under our admin account (out of hour) and it tried to reindex but not all the process were successful. I'll try again tonight.

I would only be linking simple incidents to a problem with the understanding, updating the problem updates the related incidents. I can't see situation where I had outstanding tasks on the incident which couldn't be closed.

Thanks James - making it easy to see a customers call history is useful. Especially if you do it from the customers record.

Sounds like something we would be interested in too.

Search under "users, roles and organisation" doesn't work for our instance. It generally returns no value, although a couple of users can be found (common thing about them is they have status 0) Is this a known issue or should I log a defect?

Happy for it to be optionally - my experience is its better to let the customers have the SLA info (after all its whats been agreed). Appreciate the points you made but having had this sort of info available for our past systems, it seems a backward step not to be able to show it (if you want).

Thanks we are on Server build 2497, I've raised a ticket which I assume would be resolved when the build is available.

Thanks for the quick turn around - I'll apply it when its available

Customers with apostrophe's in their username eg. John.O'Shea@local.gov.uk are not able to log onto to the system, has anyone seen this. To get around this I've had to recreate the accounts without the apostrophe. Has anyone else seen this?

In support works customers could see the logged by, respond by, fix by and resolved by date of their request on the portal. In service manager they can only see the logged by and who is the owner on the Service Portal. Is there a reason why we don't show them this info, its available on the Live Portal so analyst's know. I think it would stop a lot of customers asking the simple question of when would their request be completed. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.

We wouldn't have a problem resolving multiple tickets as we haven't added any complicated workflows - so for us it would be a nice option to have (like we had in Supportworks).

We are new to Service Manager, having been using Supportworks for a number of years. We have noticed its possible to resolve (plus other actions) without the ticket being assigned to you. Is there a way we can stop this, as I want the ticket to have an owner

We have just started to use Service Manager (moving from Supportworks) and I've noticed you can't highlight calls and update, resolve etc to them. You have to open each call and then action them. I think the only thing you can do (in bulk) is assign the tickets