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HGrigsby

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Posts posted by HGrigsby

    Customer feedback answers with icons?

    in Service Manager

    Posted

    +1  for me too

    We would like this kind of option for feedback too. 

    As well as anything else you can do to improve it.  I'd like to

    • Only survey just a selection of the tickets
    • only 1 per day to a user
    • send the survey in an email 
    • manually survey users
    • survey at resolution rather than closure

    Thanks 

    Helen

    • Like 1

    How do I specify a date range in a report

    in Reporting

    Posted

    Hi Victor

    Sorry for the delay - I had all sorts of filters but couldn't get any to work.   

    I just don't know how to specify between dates can do start of week month, last quarter, last 10 days etc but not 

    between two specified dates.  I just don't know how to write the criteria 

    Helen

     

    How do I specify a date range in a report

    in Reporting

    Posted

    Hi 

    I am sure this is easy but ... I need to run a report to give me all tickets logged between two dates.  It needs to run on a overnight to go into Power BI so cannot select the dates option.   

    I need to find all tickets  DateLogged between 02/11/2020 & 04/02/2020 OR DateModified between 02/11/2020 & 04/02/2020

    but I keep coming up with 0 results

    Can anyone help me out?   I am sure it is obvious but I can't find the right way to do it

    Thanks 

    Helen 

    All connections added in task don't show up

    in Service Manager

    Posted

    Hi 

    I have a BPM that has as a task that asks for a manager and leaver to be selected from a list and then adds them as a connection.

    It works fine for the manager one but not for the leaver and I can't see why they are the same. I have tried swapping the order, adding another one, making them both impacted and both on behalf of,  but I only get one connection showing correctly.  It does say there are two connections but only shows one.

    Anyone got any ideas

    Thanks 

    Helen 

    ?1676850567_taskcomplete.PNG.ba79694bd800d385e99045908d3fa945.PNG

    114083677_afterconnections.png.de178d796744860800dc747c4e9ca0b5.png

     

    Get information from email body to use as a connection or make the customer

    in Service Manager

    Posted

     

    Hi

    I am trying to get some information out of the email sent from the HR system in when someone leaves.

    The email looks like 

    Hi IT helpdesk

    Leaver Name’s  manager has said that Leaver will be leaving the company soon.

    Please could you review the list of property (below) that Leaver’s manager has identified – and tell that manager if anything is missing.

    Manager: Manager Name

    Employee: Leaver Name

    Employee ID: 0012345

    Job title: Leaver

    Location: Home

    Proposed last working day: 30th December 2020

    •  printer No
    •  workstation at home Yes
    •  laptop Yes
    •  iPad No
    •  mobile phone No
    • remote access token No
    • router No

    I'd like to be able to extract the manager name and leaver and either make them the customer or a connection of the ticket or even be able to populate a custom field with the information.  And store the leave date somewhere too, and the kit list if possible 

    Is this possible or is there anything I can do to at least log the ticket in the manager's name?

    I got as far as pulling the cc into the BPM and making that into a connection but it doesn't recognise the username from the email address which I understand is what it needs, so won't email to it or display the connection properly

    Thanks Helen 

    Unable to copy email template

    in Service Manager

    Posted

    Hi 
    I want to create a copy of an email template but when I click on the button and give it a name the button spins for a while then comes up with 

    image.png.afcba9b50c78ccdfae5021e3ea95c62b.png

    and doesn't make a copy.  I have tried different templates and names with the same result.

    Anyone got the same or any ideas?

    thanks

    Helen 

    Remove prefix from email

    in Service Manager

    Posted

    Hi 

    I am trying to get some information out of the email sent in when someone leaves from the HR system

    The email looks like 

    Hi IT helpdesk

    Leaver Name’s  manager has said that Leaver will be leaving the company soon.

    Please could you review the list of property (below) that Leaver’s manager has identified – and tell that manager if anything is missing.

    Manager: Manager Name

    Employee: Leaver Name

    Employee ID: 0012345

    Job title: Leaver

    Location: Home

    Proposed last working day: 30th December 2020

    •  printer No
    •  workstation at home Yes
    •  laptop Yes
    •  iPad No
    •  mobile phone No
    • remote access token No
    • router No

    I'd like to be able to extract the manager name and leaver and either make them the customer or a connection of the ticket or even be able to populate a custom field with the information.  And store the leave date somewhere too.

    Is this possible or is there anything I can do to log the ticket in the manager's name?

    Thanks Helen 

    @Steve G  - as this is rather an old thread - let me know if better to start a new one?

     

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