[Email to external contact when the ticket is updated]

Hi 

We have a 3rd party handling some of our calls, I have an email going out to them when the ticket is raised, which raises a ticket on their system, their updates come back to us OK.

I want an email to go out to them whenever an update is added to the ticket.  Is it possible, and if so how do I go about it?

Thanks

Helen 

[Email Notifications - Opt Out]

Hi  

Did this ever get any further?   I am still being asked if we can do this?

Thanks

Helen

 

[Need to change the owner of a board]

Hi @Steven Boardman & @James Ainsworth

thanks for coming back to me - I will raise a support call 

Helen 

[Need to change the owner of a board]

We have a board set up as part of our change process, it is owned by someone who has just left the organisation.

Can I take ownership of it so that I can add some more users to it and remove some others who are no longer here?

Could someone advise?

Thanks

Helen

[Change the owner of a dashboard, widget or report]

Hi @James Ainsworth

How about Boards??  The same user, who has now left was the owner of some of our boards, but I cannot change the ownership or add anyone to it.

Is there some way I can change to owner on these?

Thanks

Helen 

[Change the owner of a dashboard, widget or report]

Hi @James Ainsworth

Many thanks for the answer as log as we can still access them and amend that's perfect!  There are rather a lot of them so didn't want to go down the "save as" route.

Helen 

[Change the owner of a dashboard, widget or report]

Hi 

Is there a way to transfer ownership to someone else?

The person who wrote many of our dashboards, reports, measures and widgets is leaving the organisation.  Or is there a permission that allows you to take ownership?

This was posted in the analytics area but is now more urgent as they leave at the end of the week.

Thanks

Helen 
 

[Need a way to reassign ownership of snippets]

+ 1 for us too please

 

[Change the owner of a dashboard, widget or report]

Hi 

Is there a way to transfer ownership to someone else?

The person who wrote many of our dashboards, reports, measures and widgets is leaving the organisation.  Or is there a permission that allows you to take ownership?

Thanks

Helen 

[Logged & Resolved by Analyst - Bar Chart]

Hi 

We would also find this useful, did anyone have any ideas on how to achieve it or if it is possible?

Helen

[Identifying owner of ticket when Response SLA marked]

This would be really useful for us too if it ever gets any further.

I will try the suggestions in the attached post when I get time as it is something i have been asked for frequently to see where a breach happens when a ticket is assigned between teams.

If anyone got any further with this I'd be happy for any help! 

Helen 

[Response timer report]

I am so glad to have found this post!  It is something I have been asked for a lot and never known how to.

Just need to see if I can work out how to do it!

[Self Service Portal - can you upload your own icons?]

+1 from us too.

We have a few icons that we would like that don't exist in the standard list available.

thanks

Helen 

[Failed Delivery on Email]

Hi @Daniel Dekel

Thanks for the response, don't have quite as many failed deliveries as some but we do have 1885 which is enough to make selecting each one then deleting quite tedious.

They all seem to be from the weekend we went live so can be deleted.

Helen

[Failed Delivery on Email]

Hi 

Was there any update in being able to filter on just the unsent ones, our sent items is very large and takes a lot of time to try and scroll through?

I'd also be interested in the option to reset the counter and an easy way to clear out the sent items.

Thanks 

Helen 

 

[Encouraging Customer Feedback]

Hi 

@Steven Boardman is it possible to change the wording for "Please rate our service"?   I've looked at translations found the entry and changed it but it hasn't added my new wording.

Thanks Helen

[Analyst Notifications]

+1  Can I add us to this  as well

Thanks

[Adjusting column widths?]

@Victor Thanks for the response on this, did you get an answer from any of your colleagues?  

It would be more useful for a smaller picture to appear and see more of the summary.

[Additional column in request list view for "Assigned On"]

+1 for us too.

 

 

[Background color for requests based on priority in request list view]

+1 for us too

[Email Attachments not appearing in requests]

+ 1 for us too please!

[Corporate Service Levels and Priorities]

Hi,

Did this ever get any further?

We have a lot of different priorities in the list and would like to restrict them to the ones that are relevant to the service.

Sorry if I've missed another post about this

Helen

[Changing the Self Service resolution area]

Thanks again Victor!

[Changing the Self Service resolution area]

@Victor - so glad I found this but do I need a special role to be able to change the text?

Though I found the translations I don't seem to be able to edit them.

I just want to get rid of the option for a user to re-open a ticket or at least change the wording to discourage it!

Helen 

[Adjusting column widths?]

Sorry @Victor I knew I wouldn't describe it right!   Does this help?