HGrigsby

Hi We have the same issue after the update was run this morning. I can see the numbers but the service desk analysts cannot. I don't really want to have to redesign the form to show the phone numbers, is that the only answer? Thanks Helen

Thank you - we are now able to log new tickets and use the button to restart last step But Change requests are not so good, we get through the assessment but get the same error afterwards just before it goes to scheduling. The restart the last step doesn't work for these. Do I need to click on the update as it says there is still an update to run? Even though I did it earlier this morning?

Us too. Please can someone contact as soon as possible. Unable to log any calls

@Victor Thank you for the response and suggestion and apologies for not coming back to you sooner. I would have preferred that the results were able to be displayed in a report though. Is there anything I can change on the PC or BPM to make it work in the future? I have tried running this but get no records to display message. The query looks right, I changed the field name to match ours Lang_To and Lang_From Any suggestions? Thanks Helen

+1 for us as well Helen

Hi Victor Thanks for creating my new thread. Yes please, I'd really appreciate some help Helen

Hi Not sure if I should be starting a new thread as this one is quite old, but I am trying to do something similar. We have a translation service and we ask in the progressive capture what language is the translation to and from. I got some of the way there and can get either of the answers by specifying the question "Which Language would you like to translate into" and it gives me a list of those answers. Or the other way round works, I can get the From Language records I want to see both what language the translation was from as well as to so we can show the most requested translations etc. Could someone give me some hints on how to achieve this or what I need to change to make this possible thanks Helen

Thank you for the reply Bob Is there a way to show (in a report) the time since a ticket breached both response and resolution, together or separately? We also want to calculate the number of calls that have breached, percentage of breached calls and the number of assignments a ticket goes through. Thanks Helen

@Bob Dickinson hi Bob - was there anything further on this? It is what I am trying to pull out of service manager for our service reviews. It sounds like it is very close to what I am after I'd like to be able to show how long they have been open and when they have breached. I found the within response and resolve time fields and have them showing the Met or Breached. But I would like to show the total time breached, preferably without having to do so in excel. Helen

Thank you - it would be great if we could have the feature back!

Hi Did this ever get any further, it is something that has been raised by our service desk too Helen

+1 Been requested by several of our users who used the multiclip in supportworks

Hi In Supportworks I used to add a header to my reports to show the variables selected, for example "Logged between &[uv_argf1] and &[uv_argt1] " to show the date range I had run my report over, or any other variable such as team or department, analyst or team. Is there a way of doing the same in service manager reports, it was a really useful when you have a lot of the same reports to run for different departments. Helen 　

Can I add us to this too? I miss the supportworks search too! Thanks Helen

Hi Is there any update to this? It would be great if the size of the icons in the portal could be reduced so we could display more than 6. I'd like to be able to change the order they appear in too. Thanks Helen

Hi I have been asked a very similar question. The problem some of the teams are finding is that the details of the request are in the email, as soon as they start logging the ticket they can't see the email to refer to. They are taking a screenshot of the email before logging it so they can still see the information They also asked if you could re-order the mailbox by sender for example. Helen

Hi I have been asked if we can get the LoggedBy (and Loggedbyteam) added as these don't show when creating a view. We would like to see this in the views and also report on it. Helen

We have been asked for this too, it would be a useful feature to see Helen

@Steven Boardman Can you add me to this as well. It is something that has been raised by the service desk. thanks Helen

Thank you again for your help, Steve I have a range of widgets now which I can use for these service reviews. It would be really useful if we could use the department or cost centre in some of the other types of widget to create graphs etc. Thanks Helen

Hi I think the answer is no ... but can I use the same tables to allow me to filter out a departments tickets to create a measure/widget/dashboard? Helen

Thank you again Steve! It has worked for me and I can get the first one done for this month then work out the scheduling and publishing for next. Helen

Thank you Steve - I just found it! Is there a way to select the department as you run the report? We have service reviews that we hold with the teams/departments every month so I'd like to have one report that I could run and select team and the date range. I wondered if using a simple list might be the answer but the wikki page was blank

I may be missing something really obvious but I have followed the advice above and can;t get the join right. I can't find the h_fk_user_id to join in the requests table What I want to achieve are reports and measures that let me select the department to give figures for the calls logged for them over the previous month Can someone offer some advice please?

@Victor We have very similar issue with both logging from email and with our change process, for which we have a support call raised. Any help much appreciated