Tina.Lapere

Hi, We have this too. Thanks Tina

Hi, I'd like to have the option to have some of the fields as drop down boxes that lookup from fields. For example we have a list of departments from our Customers which I would like to tie in with the 'Location' field within the Assets. That way when we report of them there is less room for typos missing things off. Manufacturer, Supported by etc are another few fields I think could benefit from a lookup field (to Contacts/Organisations) Thanks Tina

@Steven Boardman lovely thank you. I'll have a look at that. Tina

Hi, Is it possible to change some of the fields within the Asset types to be drop down fields? Off the top of my head I'm thinking the Location and Supported by fields would be good look up fields. Thanks Tina

Hi, I'm trying to pull off all the details we hold for our assets however I can't seem to be able to select all the fields when preparing the report - for example Manufacturer, Model, CPU's etc. They are not appearing in the Available Columns area. Would someone mind explaining why they are missing and how I add these are I need to pull off these reports for audit purposes, FOI's etc. Thanks Tina

Hi Victor, Thanks for letting me know - it's very confusing and I like to save the details for my records and it's very frustrating. Did development say they'll fix it? Tina

Hi, I have a question to ask around internal updates to Analysts when calls are updated via Email and the Customer via the portal. These are also coming from live.hornbill.com on our system (as they didn't work without this domain added) - I would like to know if I can change this in the setting: guest.app.requests.notification.emailDomain to our email domain and it would work? Also where can I change the email template as I can't see it in the settings as an option? We prefer to setup a new one and leave the original as is. If you can let me know that would be great. Thanks Tina

@James Ainsworth, Great thank you.

Hi, I've just noticed that we have release 954 available. I see that previous release details are now included in the text however there is no mention of what is included in this release? Seems a little odd - see attached. Thanks Tina Update 954.docx

@derekgreen - we have it setup as Victor mentions above and not specified in the BP, this works well for us. The only emails we have in the BP is the emails to the Customer on logging and resolution.

I come into the office today and noticed that we appear to have a line of red dots/dashes in a number of areas in both the system and the customer portal. Please see attached document. Is anyone else experiencing this? Thanks Tina Red lines.docx

@James Ainsworth, have you had a chance to look into this yet? Tina

@Steven Boardman, lovely thank you.

@James Ainsworth - I've just turned on this feature and it looks good. Can you just confirm that the 'guest.servicemanager.portal.request.questions.hideUnansweredQuestions' is the option to hide for internal customers? Thanks Tina

We have just implemented this feature and immediately like @nasimgI too would be interested to have this feature for Incidents. Customers may log problems printing for example however it may just be a problem with the application they are using and when they later close and reopen it hay presto it's working again! Thanks Tina

Hi, If they are the analyst and they are trying to filter out just their calls they need to change the 'Customer' field to 'Owner' and that should display all calls logged to them.

@James Ainsworth, Thanks for the update but I'm really rather disappointed to see that this still hasn't reached the development stage given we were told that this was on a 90 day schedule last April. For a feature that you see the value in, a year is a very long time to have to wait :-(

@Gerry, I was wondering if there was any more movement on the notifications area? The reason I ask is they've now flagged the fact that if they complete an activity or are working on a call which generates an activity they not only get a notification in the notification area but they now get the 'home' icon appear too flagging the activities and it's causing even more frustration within the team. One notification was enough but 2 is starting to wind them up! I'd appreciate your thoughts on this.

Hi, I want to be able to create a view that shows all open or on hold calls for 2 different services. That bit I've done :-) One of the services has multiple catalogue items however I just want to be able to see just one of them (along with the other service). Is this possible? I don't currently see the 'catalogue item' as an option. Thanks Tina Creating Views.docx

Hi, I was wondering if there was any update on the ability to hide certain actions/buttons through the bpm process as we are still having calls being resolved without priorities. Thank you. Tina

@James Ainsworth - Is there any update on this feature as my colleagues are finding this a real bug bear. Thanks Tina

Hi All, Just to confirm (as I appear to never have responded - sorry about that :-/ ) Yes we are after what @PSG has suggested. The reason behind this is to allow us to identify the customer quicker. Thanks Tina

Hi All, sorry for the delayed reply but I've been on leave. @Steven Boardman That's great thank you I'll look at that today. Tina

@Dan Munns - that could work but it's not an area I'm used to changing so if you can give me an idea of how you add the role that would be great.

@Steven Boardman - I'm trying to apply this role to all our staff via the Role option within Admin, but I can't see a way of selecting all the users. I can't see the 'Multi-select User' option you refer to, only an Add User where I can only select one.