[slowness when raising tickets]

@cchana will this just speed it up for Analysts or for Customers on the portal too?

Thanks

Tina

[Cloning Assets]

I too would like to know this too as I used this feature in Supportworks a lot to. 

[Applicaiton Rights to assign/complete other users activities]

As previously mentioned this is an issue for us and we are unable to progress calls with activities for other analysts - we can currently only update it and wait for them to process when they return.  I know my colleagues would be pleased to hear an update on this.

Thanks

[Asset Data Fields]

We too would like this option.  All users are based in a Department which is fed through from AD.  We would like the same list to be available as a drop down in the Assets as currently we are using the 'Location' field but it's a free text field which could lead to issues with typo's etc.  This would then make hardware audit easy as I could report on specific departments knowing I've not missed anything out.

Is it possible to get the Location field to look at a list which I can populate somewhere or even better the department field of Users?

Thanks

[Customer Notification of Analyst Update]

We too were used to using Supportworks and having the ability to send an email based on an update.  However I feel people have got used to the fact that using 'update' does not send an email.  I'd have to ask the team what they wanted to do if the ability to send emails from updates was to become an option.

[Activities within Requests]

Thanks James.  If you can keep me posted please as the fact that it doesn't appear within the Activities list from the timeline is more of a problem at the moment.

Thanks

Tina

[Self Service icon ordering changed since update]

Hi, is there an update on this please @riz, as I've just installed that latest update and it's still not resolved this issue.

Thanks

Tina

[Transferring Requests]

Hi,

We too have looked at this as we are finding that sometimes Customers are selecting the wrong service on the portal (this appears to be them choosing the easy option, rather than looking for the correct path).  This may mean that activities are misses as it should be part of a more complex business process.  The ability to change the service would prove very handy for those situations.

Thanks

Tina

[Searching for Customer when raising a request]

I also agree that the option to show more would be good as we have also come across this before.

Thanks

Tina

[Self Service icon ordering changed since update]

Hi, We've also updated and now have this issue - is there a time scale on this fix?

Thanks

Tina

[Activities within Requests]

Hi,

From within a request it's possible to create a new Activity either from the 'Activities' area on the right hand side or within a timeline entry (More Actions/New Activity).  The issue I have found with creating an activity from within the timeline is that it doesn't add it to the activities list on the right hand side which is what I'd expect it to.

This has come about because a colleague created an activity from the timeline entry just because it contained all the information when he created it from there - however there is no history on this now.

I'd appreciate your views on this.

Many thanks

Tina

[Request Update Emails/Notifications not working]

I've just been told that the emails are not being sent when people add Members to their calls.  I've tested this on one of my calls an it hasn't sent the email either.

Please can someone let me know if this has been effected by an update?

Thanks

[Making Customers Inactive]

@TrevorKillick perfect that worked.  Thank you

[Making Customers Inactive]

@bob_dickinson I've tried running this with both a dry run and live as it's only set one user and I'm getting this error message:

 

[ERROR] Unable to Set User Status 111: The value 'Archived' for element <accountStatus> is not an allowable value at location '/methodCall/params/accountStatus'

 

Can you shed any light on what it means please.

Many thanks

Tina

[Request Customer details - adding additional fields]

Hi, Is it possible to allow us customise the Customer area like we can in the details area etc?

My colleagues have said they would like the department field to be visible and this would be helpful to them.

Thanks

Tina

[Progressive Captute - Date Fields]

I've just logged out and back in and it appears ok.  I'll monitor it.

Thanks

Tina

[Progressive Captute - Date Fields]

@Ehsan - I've just update to release 2.31.7 which mentions the FIX: Format issue with date for customer fields questions - was this meant to resolve the issue around the time being added to the Date Control fields?

If so, unfortunately it's still not working.

 

 

Thanks

Tina

[Request Update Emails/Notifications not working]

@Victor @cchana - I'd be grateful for an update on this please as it's driving the analysts nuts.

 

[Service Manager - Email compatability]

Hi, We are live with Service Manager but only partly from an email point of view due to problems getting emails in through our firewall.  Outbound emails work fine.

I wanted to double check that the system works (and is easily configurable) with both Googlemail and Office 365 as these are both routes we are exploring as an organisation, hopefully then we can get the emails going into the system too.

Thanks

Tina

[Contacts not in hornbill]

I too would like an update on this please.

Thanks

Tina

[Progressive Captute - Date Fields]

@riz  Lovely thank you.

[superfluous entity record update detected for 'Requests']

@Victor, OK great I just wanted to make sure it's being looked into.  I'll keep an eye out for updates.

[superfluous entity record update detected for 'Requests']

@Victor - we are still getting this error.  Can you let me know if this is still being looked into.

Many thanks

Tina

[Progressive Captute - Date Fields]

Thank you both, I've checked my Regional Settings and they are as I'd expect.  Any further suggestions?

 

[Progressive Captute - Date Fields]

Hi, We've experienced a couple of issues with the dates coming through to requests from progressive captures this week - the field is set to Date Control but it's been coming through with 00's for the time also.  I've just done a test and am now unable to replicate it - has this been picked up and fixed?

With regard to the same field - when the Customer selects a date from the progressive capture it enters it in dd-mm-yyy however when it comes through to the questions area it comes through as yyyy-mm-dd - is there anyway of changing this so it comes through the same as selected?

Thanks

Tina

Date format coming through funning in the question area.docx