[Mandatory Checklist]

+1 for us too please

Thanks

Helen

[Change size of profile picture in service manager]

Is it possible to change the size of the picture on a user's profile?

When you look at the profile and go to Service Manager, because the picture is so big the area for displaying their service manager requests is limited.

Could we have either a smaller picture or for the picture to not be displayed when you go to the service manager page.

thanks Helen

 

[Unable to search using the call reference]

Since Thursday we have had a problem with searching calls from the requests page, if we search on the ref number we get no results but can search using a customer name.   After searching using the customer name we can then search using the call ref.  I have a support call logged for this as it is causing a big problem for the service desk.

There is another thread from Chris Nutt about searching for on-hold requests but this affects all our tickets but this is causing us a lot of problems so it deserves its own.

It was suggested that a re-index should fix this issue but it hasn't, and then to update to the latest version of the build.   In the topic below and in the response to my support call it was mentioned that there had been some changes to searching, and the collaboration update on Thursday morning  mentions a fix for searching, and it stopped working for us on Thursday morning.  

Helen

[On hold request search not working]

We are having issues with searching calls from the requests page, cannot search on the ref number but can on a customer name. 

After searching using the customer name we can then search using the call ref.  I have a support call logged for this as it is causing problems for the service desk.

thanks Helen

[Newly created reports don't show the Data Collection or Output format tabs]

Thank you @TrevorKillick - I selected requests and the tabs appeared.

 

 

 

[Newly created reports don't show the Data Collection or Output format tabs]

We have noticed this morning when we create a report the data collection or output formats tabs don't appear after we save them.

I can see them in previously created reports and have been able to edit a saved one. 

The same thing is happening for my colleagues too.  Can someone help??

thanks Helen

 

 

 

[Progressive Capture]

++ 1 for me too I keep being asked for the log on behalf of feature.  

thanks

Helen

[Request Details - ability to add custom description]

+++1 for this one too!

 

[File Attachment - ability to description to standard node]

++++1 for us please!   I been asked for this every time I've used at add attachment form.

 

[Reports on updates suddenly not showing any data]

We have a report set up to run to show updates to tickets by email which is scheduled to run daily.

It worked fine until 21st July with 54 records and on 24th July, when it started showing no results.  Looking at the report it looks like the update type has changed from "system" to "email"

Was there an update around this time to change this? 

thanks

Helen

[E-Mail Routing and Autoresponder Rules]

On ‎2‎/‎1‎/‎2017 at 8:12 PM, James Ainsworth said:

Hi @Gary@ADL

I can look into adding the additional setting for preventing the Routing Rules from automatically updating requests once resolved. The automatic re-opening of a request when manually attaching an email to a resolved request is possibly a separate discussion.  I just wanted to start by checking that having this new setting in isolation would still be a suitable solution for you?

It may be worth having a separate topic to discuss the automatic re-opening of requests.

Regards,

James

Hi @James Ainsworth  was there a separate topic raised about the above?    I would like to stop the update of resolved tickets too.  We also want to stop the requests being reopened on the portal.

Helen

 

 

[Scheduling report to run weekly]

Hi @Steven Boardman

That's interesting as some of ours run more than once every time, whether daily or weekly, at the time specified but twice.  We have checked the schedule and everything looks ok.

Keep meaning to look into it but this just reminded me.

Helen

 

 

[Snippets for call resolution]

+++1 for us as well.

Keep being asked about this by our users.

Helen

[Versioning of progressive capture]

+ 1 from us too

[Advanced analytics categorisation]

Me too!  Got many widgets, measures and dashboards, it would be great to be able to have a way of grouping them together

[When sharing custom filters the associated charts should also be shared]

+1 please

[Shared user account in service manager]

Hi Abdi

Maybe I didn't explain it right, but we have a large team who are in  HR Support and we saw us having one user called HR Support and the users signing in to service manager with that account to log their tickets, but as we are using single sign on I wasn't sure how to go about it.

I haven't got enough licences to give all the HR department a user licence, and, barring one or two, the only emails into the service desk inbox are from HR Support.

thanks

Helen

 

[Shared user account in service manager]

Hi

We have a shared user in HR that all the leavers and joiners requests come through.  As we are trying to close down the email to the service desk we want the HR users to be able to log tickets via self service under the general user HR Support.

Can someone give me some pointers about how to achieve this?

thanks

Helen

[Accepting Requests]

+1 for us too

 

[Show variables in report header]

Thanks Victor

I've got it to work to show if I use the Date logged is greater than it displays

IT Tickets by Source - Logged After 2018-07-01 00:00:00

Is it possible to get it to do any of the following -

• Format the heading so that it shows date only? 
• Use with a between date field?
• have more than one, for example be able to show the date and the team?
• use it in reports that don't need user to select a value - scheduled?

Helen

 

 

[Stop email notifications going to analysts]

Thanks Victor - I even commented on the original post!  

I keep being asked for it though so thanks for the chase up.

Helen 

 

[Stop email notifications going to analysts]

Hi

I have been asked a few times if it is possible to prevent some analysts getting emails every time a call is logged?

We have a team who have one person allocating the requests out to the team members but the whole team get an email whenever a call is logged.  They really only want to see emails about the ones that are assigned to them and not all the tickets.

If there was an "opt-out" button it would be useful, I am sure this has been written about before, but I can't find it today.   Even if there is a way of turning off the assign email by changing the BPM it would help.  Any suggestions gratefully received.

thanks Helen

[Show variables in report header]

@NeilWJ @TrevorKillick

Hi Both

Has this feature been released yet?  If so how do I use it?   I am sure I saw it in a release note somewhere!

Could you let me know?

Thanks Helen

[Closing resolved calls]

Thank you all - I will Victor!

Helen

[Closing resolved calls]

Hi

We have ended up with lots of tickets that have resolved but not autoclosed after 5 days as they should.

I need to investigate why some seem not to autoclose but also close the ones stuck in a resolved state.

Is there a way of selecting lots of tickets and then closing them (other than selecting 50 at a time of the same type and closing using the action button)? 

There are several thousand so any help would be welcome

Helen