[reporting]

@Bob Dickinson Thank you!   It has been driving me mad, it was, of course, the last widget in the dashboard though! 

[Change Calendar access inside the the employee portal.]

+1 for us too please

thanks 

Helen

[Basic user page displays correctly in IE not in Chrome]

Hi @Daniel Dekel

Thanks for coming back to me.  

I really wish you could convert or copy a page from one group of user to another and from one service to another.  Our pages are quite similar for the various services and it would be easier if you could copy it and then tweak it to fit.  On the plus side, I have got a lot quicker at creating them!

I still have the same issue with the basic user view but I have created an All User view to use instead. 

Thanks

Helen

[Page freezes if you go over the max field size]

Hi  

We have a field (Case refs) that is used to capture some reference numbers that we update External Ref with.  We realised there is a character limit on the ext ref field so a regex have to limit it.   It works fine it stops you from entering more than 60 chars in the progressive capture.

 If we update the field in the details section once logged, as soon as we hit the character limit instead of warning or stopping the page just freezes and eventually times out.

Can anyone help with this?

Thanks

Helen 

[Basic user page displays correctly in IE not in Chrome]

Hi 

I have set up the home page for basic users.  In Chrome it is missing half the widgets but displays as it should in IE.  I just can't see why.

 

 

 

 

 

 

 

 

Also, is it possible to change a page visibility from basic to all users or vice versa?   I have realised I set a page as a basic view but would like it to be for users only.

 

thanks

Helen 

[Request List Settings]

@Ehsan & @James Ainsworth  thank you! 

He did have the service desk admin role.    I still don't have permissions to it in spite of having Super User and Service desk Admin roles

Any idea when it might disappear as an option?

 

[Request List Settings]

Hi 

One of our team managed to change the colours of the request list this morning.  This wasn't only on his view but for all analysts.  I started getting calls complaining that the list was showing in green! 

He called to say he'd clicked the "request list settings" and changed it there, but when I try I get a permissions error.  This is surprising as I have more permissions than he does.   

Is this a new feature, it is something that we have wanted to do but a bit confused why he can see the options and I can't and a bit alarmed that when he changed it, it changed it for everyone.

Am I missing a permission or setting?

Thanks 

Helen

[Email signiture not displaying properly in Outlook]

Hi @Daniel Dekel  I found this post and I am also having the same issue where when sent the images come out very large.

I set the image size in the template to 5 x 5 and it looks about right in the template.  They are individual stars with a link to rarethings.co.uk star rating 1-5, which works fine.  I put them into a table in the template in the hope they might stay the right size.

 

But when the message is opened in outlook it looks like this ... 

 

It doesn't make a difference if I send the mail from the ticket or if the mail is sent by the BPM.  Is there any way of getting the images to stay a reasonable size

Thanks 

Helen 

[Email Notifications upon assignment of Activities?]

+1 for me too please

Some tech teams miss the activities assigned to them and it would really help if I could get the BPM to send them an email to remind them to complete the task

thanks

Helen

 

[Email authorisation settings and source]

Hi @James Ainsworth

Is there any progress on this?  I have a process that I want to us approval for but want very different wording from the standard one that we use in the change process.

Thanks Helen

[Service Manager - BPM - Suspend]

Hi @Steven Boardman

Can I add us to this too please.  It is exactly what I am trying to do and thought I was just missing it.

We would really like to prompt the analyst to add the document they have used to fix or try and fix an incident, so I'd really like the suspend and wait for a document to be available.  

thanks Helen 

[Summary over 250 characters prevents summary or description from populating in the call details]

HI @James Ainsworth 

Just tested and it now does truncate the summary.  I must have picked up an old ticket logged before the beginning of March

Thank you, if will stop tickets getting stuck unassigned when there is too much in the summary.

Helen 

 

[Summary over 250 characters prevents summary or description from populating in the call details]

Glad to have found this - we keep having the same when users paste too much text into the summary or into a field that we are using in the summary and it stops the ticket from logging correctly.

So would be really pleased to see it truncate the text instead

Helen 

 

[Add a template attachment during the BPM]

@Steven Boardman  More progress - can now get it to work.  

I think it might have been the permissions on the document as once I shared it with admin it appeared.  

I've just found out though that you get an error is you use copy request with the document added - have to remember to unlink it before clicking on copy request

Helen 

[Add a template attachment during the BPM]

Thanks @Steven Boardman

Some progress I have checked the credentials and changed the instance ID to all lower case without the URL part and it does run without error, but doesn't actually attach the document.

 

[Add a template attachment during the BPM]

Hi 

I know this thread is a bit old but I am also trying to link a document in the BPM and have followed the instructions above

I get an error which isn't very helpful

 

Does that mean anything to anyone?  

Hoping I might have missed something easy

Thanks Helen 

[Email Templates - Enhancement]

+1 for me too please 

[Email templates]

+1 for me too on this - it is exactly what I am trying to do, to send a blank Knowledgebase template from ticket when they are being asked to write one.

Helen

[Linking to Documents in Service Manager and timeline entry.]

+1 for us too

Helen

[Use of Email Date/Time Against Timers]

Hi @Michael Sharp

Unfortunately not!   I had to add a manual task to record the date the request was received. 

Helen

[Request List Bulk Actions - more than 50]

+1 for me too please

[Get User from email address?]

Pretty much the same as Paul has described!

Our Leaver process sends an email from the HR system which contains their name as "last, first"  and their email address.  We wanted to be able to get this information to log a ticket under the right user automatically.

We don't have any accounts that share an email address either 

Thanks 

Helen 

[Progress capture to include KB?]

@Steven Boardman  Thanks - shame as I liked the Knowledge Centre features but as we have everything in Document Manager it wouldn't help very much.

 

[Using formatting on text in Service Description is displayed on Customer Portal]

+1 for me too - formatting is useful for notices on the services descriptions but shows on the main page -  it works OK when you go into the service 

 

 

Helen

[Progress capture to include KB?]

Hi @Steven Boardman

Is there likely to be any integration between Document Manager and Knowledge Centre?  We have lots of KSs, SOPs and process flows in Document Manager, but could see the Knowledge Centre being useful for finding problems and known errors, great if it could search the libraries in Document Manager too.

 

Thanks Helen