[Search and re-order Service Level Agreements]

Hi 

Would it be possible to make the Service Level Agreements under the Service Portfolio searchable and/or to be able to re-order them?

They seem to be in a really random order and it would be really handy to not have to scroll through them to find the one I am looking for.

Thanks 

Helen

[Display ticket ref in the Manage Executed Processes screen]

Hi 

I've had a process that has gone wrong today meaning I've had to correct the same node in several executed processes.

When I am in the screen 

It would be so helpful if it was possible to show the ticket ref somewhere, rather than having to go back and wait for the search to refresh again if I haven't copied the ref and opened the ticket.

If it is there and I've just missed it please let me know 

thanks

Helen 

 

[Search IC for a set value?]

+1 for me too please.

 

[Hornbill Contacts. Is it possible to to lock down view of contacts by support queue?]

+1 from me to it is exactly what I am trying to do.

We have external emails coming into a mailbox that we would like to make contacts to log a ticket and email back, but want to keep them separate from our other contacts.

Helen 

 

[Get User from email address?]

Hi @Steven Boardman

Is there any progress on this - I've been asked again to do something like this.

thanks

Helen 

[Remove all user from a group - preferably not 25 at a time!]

I'm hoping there is a easy way to remove multiple users from a group/team in bulk.

One of our groups has ended up being populated with most of the organisation by mistake and I'd like to get it back to what it should be.

I did wonder about creating a new team with the correct users in it but we have reporting that uses the organisation ID.  Any suggestions would be more than welcome

Thanks 

Helen 

[More custom fields please?]

+++ 1 for more text custom fields please 

We keep running out of them and have used the number fields to capture Yes/No fields to free some up.

Helen 

 

[Raise New Request - Copy options - Connections & Attachements]

+ 1 for us too please. 

I am having to put together an autotask to create a new ticket when it needs to go to a 3rd party to start their SLA (covered in another post Here ) but would like all the information, attachments, connections and timeline to come over to the new ticket. 

Helen 

 

[Unable to save requests Details section - Site field mandatory]

Hi 

We are also experiencing the same with site field, we usually want to leave it blank and only fill it in if the laptop is in the building so in stock so it is causing problems for our teams.

Helen 

 

[Ehnacement Suggestion - Known Issues widget]

+1 as well

[Can we have Report Filtering and additional columns?]

+ + 1 for me 

• Being able to filter them or have a way of grouping them, or folders to save them to.
• Having the last run date, and last run by available
• Seeing which are scheduled 

Would all be really useful

[Advice needed on Service level agreement]

I am back to this topic again!   I've ended up having to opt for @Steve Giller's suggestion of creating a new incident from the initial one to assign to the 3rd party team to allow their SLA to run.

Has anyone found a neat way of doing this?   

I have created an autotask to create a copy of the ticket and assign it to the 3rd party and set the SLA and close the original which looks (sort of) OK.

Is there a way to open the new linked ticket other than clicking on it?   I'd like the new one to be the one on the screen not the original.

thanks 

Helen 

[Using manager email in an external authorisation]

Thanks @Steve Giller  deleting the node and adding re-adding it seems to have fixed the issue.

Just wish I could stop the authorisations sending out the standard email afterwards, we want to send a more polite one than the default.

thanks again for looking at this for me 

Helen

 

[Using manager email in an external authorisation]

 @Steve Giller

The user id was blank so I tried adding in the variable and still get the same

[Using manager email in an external authorisation]

@Steve Giller

Not surprised! - I've changed everything today to get the manager to populate in the authorisation.  I've tidied the names up now though

I just took the get manager node out and went to add it and it says its missing a mandatory input parameter has not been set.  Not sure what it is missing.

If anyone has any ideas I'd be grateful, otherwise I'll log a support call on Monday

Thanks

 

[Using manager email in an external authorisation]

@Steve Giller

Not surprised! - I've changed everything today to get the manager to populate in the authorisation.  I've tidied the names up now though

I just took the get manager node out and went to add it and it says its missing a mandatory input parameter has not been set.  Not sure what it is missing.

 

[Using manager email in an external authorisation]

[Using manager email in an external authorisation]

Hi @Conor  Ahh Ok still can't open it but I have the get user manager details but it just doesn't seem to do what I expected it to.

It looks like it's right but it just doesn't work 

Helen

[Using manager email in an external authorisation]

@Conor  Thanks for the reply but can't open the link! 

 

[Using manager email in an external authorisation]

Hi 

I have followed a couple of threads on this and thought I was getting there, but I have hit a snag and could really do with some help.

I am trying to set up an authorisation to go to the manager of the person raising the request.  I have added a Get Customer Detail and then a Get User Manager Email but when I  add it in the authorisation node it seems to skip the authorisation and give me a gotoif error on the decision after it.

I tried adding the manager email address into a custom field but that didn't seem to do it either.

Can anyone give me an idea?  This always happens when it is needed in a hurry! 

Thanks 

Helen 

[Email authorisation settings and source]

Hi @James Ainsworth - this has come up again in another process - is there any progress for this requirement?   

Or any other way of authorising a request that would allow us to send a more gentle rejection email?

Helen 

[Can we have the most recent amended listed here as well as the most recently created?]

+++1 from me for this suggestion! 

Helen 

[Auto Assign Authorisation]

+1 for me too please

[Unable to logon to system and unable to raise a support ticket]

Correction - now getting errors again and can't log in

[Unable to logon to system and unable to raise a support ticket]

We had the same issue too, back now though.

 

Helen