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

Hi, Can anyone point me in the direction of how to flag it back to the Analyst automatically if the category code is missing?

Thanks

Tina

[Edit category codes]

Hi,

Can someone point me in the direction of where I can find and edit the category codes please.

Thanks

Tina

[Putting tickets On Hold / Third Party / Waiting For Reply]

Hi, We do a similar thing here. In supportworks we currently put a call on hold sending out an email saying they can have access (from a selection of email templates) then put the call on hold. We may need to send a chasing email (again from a template) and put the call back on hold.

In Service Manager I've created a separate Business Process which once the call is logged I have a manual task to open the account - once the task is done it will automatically send out a standard email (set in the business process node) then we manually put the call on hold. I've left the 'Email' template generic so if we need to chase them we would have to manually type it rather than selecting a template as we do at the moment. We go live soon so we'll see if this works.

I do think the ability to take the call off hold with an email or portal update would be good and useful for us too.

Thanks

Tina

[Custom views for assets list]

Hi cchana, Thanks for the update.

[Custom views for assets list]

Hi,

We've been looking at the Assets and I have a couple of suggestions for improvements. These are:

* Ability to have different views within Assets - to show all operational or retired assets etc

* A shorter list of assets that get returned - it is very slow to load and scroll down. Maybe if it just displayed 100 and then you had a next page

I'd be grateful if you could let me know your thoughts on the above.

Many Thanks

Tina

[Copy Service option]

I also think this would be a very useful feature.

Regards

Tina

[Fix for Assets 2.24]

OK, that's what I thought.

I am user (my name in the Used by field) but when I log a call (I'm the Customer) and I click on the asset button it comes up and says 'Customer of this request doesn't have any associated Assets'

I'm guessing I should see my asset?

[Customer Portal - Status for on-hold not shown]

Hi, I've just spotted that on the Customer portal the status column is blank when requests are on-hold.

Is this is fault?

Thanks

Tina

[Fix for Assets 2.24]

Thank you cchana. When you say associated do you mean the 'Used by' field as this is where our customers are linked?

Thanks

[Unable to see On Hold requests on mobile app]

Hi,

My colleague has been looking at the mobile app and apparently he is unable to see his calls that are on-hold.

Is there a reason for this?

Many thanks

Tina

 

 

Forum Admin Edit: The issue was fixed in one of the earlier Service Manager builds. This thread is now locked.

[Fix for Assets 2.24]

Hi, would someone please expand on these points please:

FIX: Customer's Assets not shown in the request details page

FIX: Can't associate assets to a request

I've updated the system but I still can't see the assets that are linked to Customers via a Request.

Many thanks

Tina

[Contacts not in hornbill]

Hi, Yes we would be interested in this as we have Suppliers requesting access to connect to our system and some of them may not already be contacts. Would be much easier to add them as a contact as part of the request logging then having to add them separately.

Thanks

Tina

[When using "Quick Requests" there is no service associated to the request]

Hi James

I've added the Service option into the progressive captures for the 'Raise New' option in the suite so I can then select the relevant option - my problem now is it seems to jump and miss out nodes. Can you help point me in the direction of they this I please as I'm getting rather confused.

Thanks

Tina

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

Hi James, I've just updated the system and can see the suspend function which I've added and the process stops and waits but what do I need to add to get it to flag that it's missing to the analyst/owner?

Thanks

Tina

[Searching for closed jobs by customer name]

This is one of the main ways we look at call History in Supportworks currently (we are due to go live with Service Manager soon). I'm sure this is something that my colleagues will raise when I run through the system with them and it coming up as a problem.

I'd be interested to know when it would be available.

[Some queries regarding raising requests from emails]

Hi,

I've been looking at how emails can be logged as requests and it's generated a couple of questions:

- Is it possible to change the progressive capture it uses?

- I can't select a service (or catalogue item) when I run through the default process which means the customer would not be able to see or update the call from the portal - how do I do this?

Thanks

Tina

[Show SLA information on customer portal]

Hi Nasimg,

I totally agree - why not show the Resolution information? This is the main things the customer is interested in. I'd be interested to know when this will be made available on the portal too.

Thanks

Tina

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

Thank you James. I do see this as being a potential problem with Management.

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

I posted this a while back but didn't receive any response so I'm trying again!

Is it possible t make sure that when a call is closed that the Analyst has to select the relevant closure category? This can be done in Supportworks.

Currently a call can be closed without a closure category which will mess up the reporting.

Thanks

Tina

[BPM - ability to move nodes]

OK great Trevor - the ability to select more than one would also be good.

[BPM - ability to move nodes]

Hi,

Is it possible to move nodes between different stages within the BPM? Since the update to Services and the creation of the Request Catalogue I can now split out some of my BPM's which is great as I can now define the stages but I really don't want to be creating all the nodes again.

If it isn't currently available is it something that can be added?

Thanks

Tina

[Group/Team filters in request list]

Can you let me know what permissions are needed so that my colleagues can see the 'No Team Assigned' group view.

Thanks

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

Hi, Is it possible to make sure that when a call is closed that the Analyst HAS to select the relevant closure category? I know in Supportworks it can be set (because I have set it) but I can't see anything on the Wiki page to indicate it can be done in this system.

This will be needed to ensure reporting can be done.

[When using "Quick Requests" there is no service associated to the request]

When I log a call from within the Collaboration suite then select to use a quick requests template the call seems to drop the service that I had selected and therefore I comes in not linked to a service and then can't be seen by the customer.

I appreciate this say BETA by the side but I wasn't sure if this had already been spotted?

Also can someone help explain how this function is meant to work - I use this lots in Supportworks but this is obviously different.

Many thanks

Tina

[Associate a default service to progressive captures]

Hi, I would like to know if it's possible to assign a default service to a progressive capture? If not is this something that can be added in the future?

Thank