[Portal - Form Prompts right justified]

Hi James,

Sorry for the delayed reply - this is what a colleague has come back with :

"The right hand side description on all services is aligned to the right in some places.
The main text of the description is centered but when there's some additional text it is still aligned to the right. (Please see attached photo)"

Tina

[Service Portal - Date Fields]

Ok great thank you Miro.

Tina

[Service Portal - Date Fields]

Hi, I'm in the process of setting up a new progressive capture for a service and I've just noticed that the Date field seem to have todays date in it even though I haven't told it to populate it.  I really don't want it to be populated due to the nature of the question.  I need it mandatory but with the date already in it - they can complete the call without even touching that field.

I've attached a screen shot of both.

This seems to be the case for the ones we already have setup too :-(  I don't recall that being populated when we set them up and tested them.  Has this been changed?

Tina

Hornbill - Self Service Date.docx

[New Feature - Sharing Filters with others]

Lovely thanks guys.

[New Feature - Sharing Filters with others]

Hi Steve, I've tested it in Firefox and Crome and it's fine.  Just appears to be IE.

[New Feature - Sharing Filters with others]

Hi Steve

I'm using IE 11.  I can try it in crome and firefox.

Tina

[New Feature - Sharing Filters with others]

Hi, I've just updated Service Manager to the latest version and tried out the new feature of sharing views - which I must say is great, however I've found a little issue and that is you are unable to see the persons name fully when you are trying to add someone.

 

Please see screen print.

sharing views.docx

[Schedule Calls to log automatically?]

We, like Michael work on a rota basis (weekly) for our morning tasks - I can see what you are suggesting above Steve however the bit I have an issue with is the manual follow up bit.  We really just need the same as we had Supportworks where you can create an activity that you can schedule to appear on a daily basis that can either be assigned to a group or role - where you can either set the end date or leave it to run forever.

This way the analyst can record (or complete the checklist), record anything against it that they need to then resolve the call, knowing there will be another one there for tomorrow.  This means no one has to worry about remembering to follow up a call or 'will they all be there for me next week?' etc.

Thanks

Tina

[Workspace Ports - Editing]

I too have received comments from Colleagues saying that they would like to have the ability to edit, especially if they miss out some information.

[Request Views]

Hi, Can you let me know if there is going to be an option to add the 'status is not equal to Cancelled' within the view filters.

I did flag this to Conor when we moved over as all the cancelled calls came over too.

Thanks

Tina

[Custom Field Variables in Email Notifications]

I've just added some custom fields (h_custom_a) to a request but to add them to an email template you have to use ' {{Extended Information.H_custom_1}} ' etc.

1-20 = a-z according to the wiki page

Thanks

Tina

Using Custom Questions and Answers in Email Templates

If you have a requirement to include the answers to custom questions in email templates within your business process, it is now possible to utilise the above mapping to write the answers to the custom questions into default fields which are immediately available to use as variables when creating your email templates.

By using the above mapping to any of the requests custom fields, when creating your email template, simply look for the Extended Information options available from the variables drop down pick list. The Extended Information options are listed as 1 through to 20 and these equate to the custom fields a through to p which you will have mapped to. By selecting the required variable in your email template, this will pass through the answer from your custom question which has been mapped to the corresponding custom field.

[Date and Time Control Field in Progressive Capture]

@Victor  LOL, great thank you.

[Date and Time Control Field in Progressive Capture]

Hi, I'm trying to modify a field within a progressive capture from a 'Date' field to a 'Date and Time' field.  The only thing I've noticed is that when it's a date and time field it doesn't change the date to that chosen but leaves it as the current date.

This works ok when it's just a date field though.  What am I doing wrong?

Thanks

Tina

Progressive Capture - date and time error.docx

[Request Variables]

Lovely thanks Steve.

[Request Update Emails/Notifications not working]

Hi Victor, Its the notifications that analysts should receive when a call is updated by a colleague that isn't working.

[Request Variables]

Hi, I want to be able to inset some fields off a customer progressive form into a request to make the summary and description more meaningful for our Analysts and customers but I've come across a problem.

It allows me to insert the summary field with a variable but when I try to do the same for the description field it allows me to add it but it wont' save the details and therefore doesn't work.

Can anyone help please?

request variables.docx

[Catalog Items not in alphabetical order]

Perfect Steve thank you.  I had forgotten that :-)

All sorted.

 

 

[Catalog Items not in alphabetical order]

Hi, I've just created a new catalog item within a service called 'Remote Working' and for some reason it hasn't put it into alphabetical order.

It certainly used to - is this something that has broken or have I forgotten something :-)

Thanks

Tina

Catalog Items.docx

[Request Update Emails/Notifications not working]

Thansk cchana,

It used to work - is it something that got effected by one of the updates recently? 

It's proving very frustrating for our Analysts and I'm sure I've seen it mentioned by others on the forum too.

[Notifications Area - Feedback]

Gerry

You mention - 'You might also consider reducing the number of notifications your workflows generate.' - how do you achieve this? I'd like to be able to turn off the notifications for task generated by a workflow as then Analysts would only receive notifications for adhoc activities created etc.  This would certainly help at the moment.

Thanks

TIna

[Mandatory closure category when closing a request [Available in build 2.31+]]

Great, thanks for the update James.

[Request Update Emails/Notifications not working]

I've updated the system to v 2.28.18 and unfortuantely we are still not getting any emails or call notifications through when calls are updated.  When calls are assigned they are working ok just not the others.

Thanks

Tina

[Notifications Area - Feedback]

I've recieved some feedback from Colleagues around the notifications so thought I'd ask how others are finding it.

Bascially they are finding it's becoming rather diluted in it's helpfulness due to the number of activities that are created by some of our request BPM's - they are getting bombarded by these - even though they know about them as they are working on the calls.  As a result they are missing out on more important information such as workspace updates etc as they are finding that they are just not using them, and when the number gets high they are then dismissing them all.

They use the system more than I do so I have to take on board their comments/frustrations and the last thing I want them to do is stop using them all together, therefore I'd be interested to see how others are finding/using them and if there is anything I can do to help the situation from an Admin side (settings etc).

Thanks

Tina

[Customer/Service Portal - All Request View]

Thanks Martyn, didn't spot that one but just added a comment.  Thanks

[Customer Portal - Historic Updates Viewable]

We would be interested to display Historic Requests imported from Supportworks to Customers via the Portal (Service currently hidden).