Everton1878

Is there a way of reporting that a change has been approved or not, and if not, is it possible to show what the approval percentage is? i.e. if there are 3 approvers with a weighting of 35% each and 2 have approved is it possible to show that it is 70% approved? Thanks, Pete

Thanks as always @Steven Boardman, that will give us some things to think about No. 3 would be great, we'll watch out for that

Thanks for the extra info @Steven Boardman, I'd changed the settings last night but still couldn't see a way to cancel from the portal Would we have to go through each individual user to assign them the ability to be able to cancel?

Hi, can anyone assist us with Change Management and the authorisation of the changes? There are a number of managers who we would like to approve a change before it can continue - In this case 3 managers should approve the change before it is ‘approved’, and so the 3 managers each have a weighting of 35%. Our problem then arises if one of these managers is off, we’d like for them to have a delegate who can sign for them. But if we then add the delegates in (with 35% weighting again), we are then left in a situation whereby 3 of the ‘delegates’ could sign off the change without a manager at all or more than one person from the same team An issue with that would be that all the 6 users in this case would be receiving change request emails, when actually 3 of the users only need to be aware if there respective manager is off. We've looked at possibly creating a change management group, but this would have the same issue I think? There doesn't seem to be an obvious way to choose who needs to sign off the change when logging the change request as there was in SupportWorks Another way to do it might be to have 4 managers each with a weighting of at least 30% and then their nominated deputies with a weighting of on 20% ish, where multiple managers are off we would need more people with the 20% weighting to approve it to get above the 100% Is it possible to have the groups listed in the authorisation section with percentages assigned to each group and then anyone in those groups could approve the change in a combination with people from the other groups? We might want to have different numbers of managers to approve a change depending on the type of change or the perceived risk of the change We don't want too many people getting emails about approval as they may get ignored but at the same time we want it to be flexible enough so that it still works when the main IT managers are off for whatever reason

@Steven Boardman, thanks for the update, getting some good updates for us through at the moment

@Dan Munns I ran the following from Database Direct SELECT * FROM h_msg_folders WHERE h_folder_name = 'Inbox' You might need to increase the results above 25 to see all the data I then just scrolled down till I saw the line that matched the number of unread emails we had and took the h_folder_id number from that line SQL isn't my strongest either but I can get by with the help of Google and these forums I think its MySQL, so a few things are a bit different to regular SQL syntax

Same here about the flashing lights and klaxons but a few people might take notice

Hi @Dan Munns, no problem, not cheeky at all I did SUM of h_folder_unread_count from h_msg_folders WERE h_folder_name = 'Inbox' AND h_folder_id = 246 I had to find the h_folder_id from h_msg_folders by looking in System > Data > Database Direct I matched up the number of emails in the inbox to the number in h_folder_name = 'Inbox' and took a note of the h_folder_id I hope that makes sense I just wish we could change more than the text colour based on the number of emails, ideally I'd like to be able to change the background colour when there are more than x number of email in the inbox

Some of my managers have expected that they could click on the dashboard to drill down to the call info You can do it from the little dashboards you can create in your queue on the my views

Hi, I think we've asked this in the past but I was wondering if there were any changes planned It would be great if we could automatically publish problems and known errors to the portal and change the service status when logging a major incident, problem or known error Currently for our Major Incidents we publish to the portal when we let the business know about the issue We have the email template configured to ask affected users to click the Me Too button and we provide a link to the portal Sometimes people forget to publish to the portal and change the service status Then the email goes out asking users to inform us using the Me Too but they can't if we haven't published it We're looking to use the number of connections to our major incidents in our monthly reporting thanks, Pete

It would be good if the colours on the counter lists could be changed based on the results The current triggers only change the text colour, it would be better if it changed the value field colour and the icon colour Even better would be if it could change the background colour to bring better attention to it I have the trigger set on the number of emails but it only changes the text colour wihich isn't that obvious Another good thing would be to have conditional formatting on data lists

All looks to have been fixed by today's update Thanks

seems to be working again now, is it working for you @chriscorcoran?

we're getting the same, started a few minutes ago

Thanks @Steven Boardman and @Gerry

Hi, One feature I sometimes used to us was the ability to watch certain calls so I can see when they've been updated It would be useful sometimes to be able to get alerts when a call has been updated that has been assigned to somebody else Could the interested connections be used? It would need to trigger a notification to the connections when updated

Hi @James Ainsworth, yes, you got what I was saying IF those connections could also see the call through the portal as well that would be great We still get people having conversations with each other with the service desk email copied in and it would be great if we could just direct them to use the portal to keep it all in one place Then we just need them to stop having the conversation before getting the reference number so we don't get duplicate calls or waste time trying to see which call that message is about!

Would it be possible to incorporate a change that would automatically add people as connections to a call from the email I.e. If the email is sent to the service desk email and other people, could the other people be added to the call as connections? could the same be done for people who are CC'd into an email to the service desk? i suspect this might be a bit complicated and there will probably be occasions where a person included in the email doesn't exist in the system as they are a third party It would also be great if anyone added as a connection to a call could see that call via the portal i like the recent update to allow managers to be set against users and then for that manager to be able to see all the calls of the people they manage. Just need a few hours to get it all set up now

Hi @NeilWJ and @Victor, I noticed that the update has gone live but it seems to have made things a bit worse, now the data isn't appearing under the columns properly Is there anything I need to modify since the update? Thanks, Pete

Any update on this one, I still find it frustrating to edit a view to change the person's name so I can see a list of their calls We often get users asking about the status of a call and we don't know who's queue that call is in I am trying to get them to check the portal themselves to see the updates and who it has been assigned to

Hi, Is there an easy way around the problem with a data list where it doesn't keep the data under the correct heading if there isn't data for that heading? Hopefully the screenshot will explain it better See how the data for the top two lines are shifted over because there is nothing under date resolved The data for the status and impacted columns have moved one column to the left thanks, Pete

Hi @NeilWJ, just tested that and its just what I was after thanks, Pete

That would be great @NeilWJ

I'd also like the option to not send an email on resolution/closure

This has been brought up again here as well, also, now you have to click the load more link more than once to be able to view them all