[Resolve action not appearing for some users]

It seems that anyone who had the role of "Incident Management User" and "Service Request User" now only has the viewer role.  Adding the user roles back in does work, though I get an error when I save the changes.

[Resolve action not appearing for some users]

We ran the latest update this morning and have noticed that the resolve action is not appearing for some users.  The process shows the hide resolved action followed by the show resolved action but the teams don't see the button.

This is on a variety of processes and affecting different teams.  I can see the resolve button I guess this is because I am an admin.

Can someone help or should this be logged as an incident?

Helen

 

[Missing Contact Numbers under Customer Details]

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

[CRITICAL - Issue after automated upgrade to build 2892]

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?

 

 

 

[CRITICAL - Issue after automated upgrade to build 2892]

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

 

[Report on PCF answers]

@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

 

 

[Custom fields for Catalog Items?]

+1

for us as well

Helen

[Report on PCF answers]

Hi Victor

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

Helen  

[Report on PCF answers]

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

 

 

[Open Aged Incidents]

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

 

 

[Open Aged Incidents]

@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

[Show variables in report header]

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

[Being notified via email of a call that is off-hold]

Hi

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

Helen

[MultiClips]

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

[Show variables in report header]

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

　

[Searching Requests]

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

Thanks Helen

[Portal Home Page Image size]

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

[Some questions/queries around emails]

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

[Service and catalog item not available to filter views]

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

[Request View - SLA indicators]

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

Helen

[SLA does not update when escalating priority]

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

thanks   Helen

[Reports]

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 

[Reports]

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 

 

 

[Reports]

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 

 

 

 

[Reports]

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