Everton1878

I've had a call updated today that had an attachment on it and the attachment hasn't been added to the call

When adding another customer as a connection is it possible for the call to show in the portal for that employee too? We've not gone live with the customer portal yet so I haven't had chance to test this but when I was speaking to Daniel Riley he thinks it doesn't currently do this We often get users copying in other users on calls and maybe their managers It would be good if they could all have visibility of the call kind regards, Pete

We have our calls automatically updated if an email comes into the mailbox containing the call reference However if that email contains embedded images they don't appear in the attachments section or in the timeline Also, when sending an email to a user you can't imbed an image like you can in the update call section, you have to save the image and add it as an attachment I would need to test if an attachment is added onto the call if it arrives via an update email kind regards, Pete

We have an activity that is generated when we resolve a call, it sets a timer of 5 days to close the call if there has been no closure by the customer These notifications to the call owner are a waste, the only thing I've really thought of is to change the setting from task owner to admin so the admin user gets them all instead

This is something I've noticed today I've had to take a number of calls of hold so I can update them and then put them back on hold

Hi James, I think it's when sending the user an email from within the call We do that a bit as the update call button doesn't notify the user of the update kind regards, Pete

I've noticed that we I update a call that I'm assigned that it goes yellow in my request list I like the notification for when someone else updates a call or when it is updated via email but it's a bit confusing when it shows for an update that I've just done on it Is there a way you can supress it when the owner is the same as the person that did the update? Thanks, Pete

I'd like this too, I thought that maybe setting the resolution to team or owner would do that but it only affects the timeline visibility It would be good to have the option to resolve/close the call without sending an email

I was thinking about this earlier and I think it would be good if there was a requests tab against the user info like there is in the services that would list all their open calls

We've just gone live on Service Manager and one of the teams has just raised the issue of not being able to action multiple calls at once Sometimes we will get different people raising the same issue, I know there are better ways of handling this in Service Manager with new calls but that team still has a lot of old calls they'd like to clean up It would also be useful when there has been an issue with one of our systems and there are multiple calls to close at once with the same resolution

Great news Steve

Found the issue, the capture process had been turned off I've turned it back on again and we didn't have to go through the catalogue items and repopulate it Fell free to delete this post if you want

I spoke to one of my colleagues this morning and he had changed one of the progressive captures Does that wipe it out in all the catalogue items so you have to select it again? The capture didn't get set inactive at any time It looks as though the other catalogue items that use different progressive captures are still ok We've just tried making a change on another progressive capture and that didn't wipe it out against the catalogue

I applied two updates to Service Manager today, the second one seems to have wiped out the progressive captures set against each of the catalogue items Has anyone else experienced this? We're looking to go live next week but we can't have an update knocking out these settings especially when we start getting users to use the service portal

No problem Trevor, thanks for the info

Hi, One of my team has created an Activity which was ok but they get the following error when trying to add an attachment to it Is there a role they need to be in or do I need to create on that has access to that table Thanks, Pete

Hi Bob, I've made a change to the config file and ran the import twice It didn't duplicate anything, I'll keep my eye on it and run some more tests Thanks for your help, Pete

Hi, Could a change be made to give the option of making the closure profiles mandatory when an IT person is closing/resolving a call? We use these profiles for reporting and in SupportWorks you could make it mandatory and also set the minimum level to use. We had it set at 2 levels We've created all the same profiles in Service Manager and will be instructing the IT teams to complete this step but some are bound not forget which will cause problems with how we currently report on issues kind regards, Pete

I've been doing some more testing with the Asset Import Utility and it now seems to be duplicating entries rather than updating the ones that already exist It wasn't doing this when I first started testing it a few weeks ago, I've now got 3 entries per machine Has anything changed in Service Manager recently that may have caused this? I would have thought that it would look at the machine name as being a primary key and not allow duplicates cheers, Pete