Everton1878

I find the app to be a bit limited in terms of looking at the requests, it seems more keyed to the collaboration side of things I can see the update notifications for my calls but when I tapping on it to view the call update it says that I don't have permission

Ok, thanks I was wondering how the system managed it

I was close with what I was trying, adding "is empty" or "is not null" would be great

Thanks Trevor, I was able to use it today

Hi Trevor, Manish has told us about another license we can get that is cheaper that we can use for this Thanks, Pete

Hi, When trying to share a dashboard with a user I can only see Full users I've tried adding the dashboard role against a basic user but it says I can't do that Am I missing something or can dashboards only be shared with users who have a full license? Our IT Director doesn't have a license and we'd also like to have screen in our office and maybe around the building that display certain dashboads Thanks, Pete

It would be useful to share the My Dashboards, I have to screenshot them and send them round my colleagues Can probably get round this a bit when we start rolling out the dashboads in the advanced analytics I see the option to allow drilldown but it doesn't seem to do anything unless I'm missing something

We used to report weekly stats on a Wednesday, possibly still could do this using widgets rather than measures

Some good points there @samwoo we'd like quite a few of those things too I'd like to be able to upload images such as the one on the portal screen, we have it linked to one on our website at the moment but there's no guarantee that it will stay on there. It would be good if we could upload these too such as you can in a call or use the webdav section in the admin portal to upload images to a folder We've got a lot of services that would benefit from some groupings and we'd like the icon size changes and uploading of custom icons

I'd like to see the return of being able to add time against each action

That could be an issue with some emails as the text doesn't always come across v well It would be nice if the images stayed in place, especially as you can embed imaged in the update section (although not in the other sections it seems ) When people include a table in the email it shows each cell on a different line as it did in SupportWorks It's a shame it cant show the email as it appears in the actual email

It would also be helpful to be able to put multiple calls on hold within a queue

I think I'm sorted too now @Gerry and @samwoo

Only being able to display the first 6 service icons is a bit limiting, it would be good if there was a setting where you could alter the size of the icons and maybe add your own custom icons

Hi, Is it possible to create a widget that shows which support analysts are logged in to Service Manager It's viewable in the list of users with the green circle but it would be nice for it to be more readily visible for the managers thanks, Pete

That should resolve it for me too

Thanks Bob, I'll give that a bash Will see if I can also create a graph to show the number of calls per team live, I've been struggling a bit with dates in criteria but this will really help me

Hi, How do set up the criteria on a report to return records for where a field is blank? I'm trying to write a report to show calls resolved after a certain date where the closure category has not been populated Thanks, Pete

Hi, The CSV download button doesn't seem to work, I've written a query that returns 14 records but clicking on the CSV button doesn't do anything kind regards, Pete

I get the same since the app was update a few days ago, it looks as though the update broke the requests screen

@bob_dickinson Bob, in your webinar on the reporting you had a dashboard and one of the items on there was calls not touched in x number of days We have a requirement to show the number of calls per team that are older than 90 days How would we go about doing that? thanks, Pete

I'd like this too, a few times I've thought it was quiet until I've manually refreshed and found half a dozen calls in there

I've been having the same problem, I want to create a measure to show the number of calls per team that were logged over 90 day ago and are still not resolved GETDATE() and CURDATE() were giving me access denied messages when running in the database query tool

I need something that shows calls over 90 days old, looking more for something in the advanced analytics rather than the reports

It would be useful to have the option to bypass SSO for users not on our domain or for users who aren't connected to our domain We have overseas users that aren't always connected to the domain and then there are home workers They can access if they connect to our Citrix environment otherwise they would need to use a VPN from a domain connected machine If they can't access the Citrix environment and aren't on a machine connected to the domain then they will have to call our helpdesk