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clampj

Supportworks Users
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Everything posted by clampj

  1. Hi When exporting the request list, is there a way to control the ordering of the columns in the exported CSV file? Its seems the order correlates with the order of the columns in the "Available Export Columns" selection screen. I want them in a different order. Thanks J
  2. Hi Victor Sorry busy week here! Yes you can access our instance. I'll PM you the affteced user ID Thanks Jason
  3. Hi One of your analysts can no longer click on the email address of mail within the mailbox to compose a reply. He gets a message advising not enough rights. He can log a call from the email and then reply from within the call. This was working when he was last in the office on Friday. Other analysts are unaffected. Their roles are the same. Screenshot attached (also has a typo). Can someone advise how to recitfy? Thanks J
  4. Hi I've gone into the co-worker section and moved the payroll field (attribute 1) into the job details section but it doesnt show in the customer details section on a call - should it? Will this be viewable by basic users if they search for a co-worker? If so, is there a way to make it available in the customer details in a request but not viewable by co-workers? Thanks J
  5. Yeah thats what I thought. Original problem seems to be fixed now and system stable once more Thanks for your help!
  6. Accessing email disconnects users - reconnects fine. Looks like we're getting random repeat disconnection for all users
  7. Everybody has just been disconnected (managed to log back in fine but thought I'd mention it)
  8. Yeah - I'll be honest - as nice as you are, I only come here when I need your help Occasionally, If I have some down time I'll pro-actively take a look to see if there are any interesting topics that describe things we'd like to do but that is very infrequent. I'll start checking the forum prior to any upgrade.
  9. Thanks Victor Can I make a suggestion that important notices that require reading before an upgrade is applied are placed on the upgrade section of SM? I saw this post as a result of coming here to get help with the problem caused by the upgrade that you are warning about.
  10. Hi Victor I have just upgraded from 1205 to 1220 and now analyst cannot log a call to a team. They must log it to an individual. They get an error that says: "Error Failed to log reqeust" Any ideas? Thanks Jason
  11. This is strange. I've removed the subscription (which was the main company organisation which everyone should be a member) so that now everyone is subscribed to the service and it can now be found when searching. The people trying to search for it are members of the company organisation so it should've have been returned in the search results. I'll investigate further and let you know what I find.
  12. Hi I've just had an issue flagged to me regarding the service portal. Searching for services is sometimes returning no results yet the service being searched for exists and can be viewed in the list manually. We have a service called "Remote Access". Searching on the word "Remote" returns no results but it used to. Searching the word "Access" returns a service called "network logon and access". The description of the service is "Remote Desktop Services". Searching the word "Desktop" returns the desktop service but not the remote service. Very strange. Any ideas why this is and how we fix it? Thanks J
  13. No probs- just tried messaging you but I got an error saying you cant receive messages?
  14. Hi One of our service desk analysts has pointed out they are getting an error when viewing a particular user via the CO-Worker section of Service manager. They can search for the user fine but when clicking to access the record we are greeted with the below error: The value in element <userId> did not meet the required input pattern constraints. at location '/methodCall/params/userId' Any ideas? Could this be affecting more users that we arent aware of yet? Thanks J
  15. +1 for CTI integration I investigated this when we used to use Supportworks. At the time we were using a Cisco VOIP system and a 3rd party driver called InGenius. Worked fine for the outgoing calls (when clicking a custom button next to a phone field) but for some reason the incoming call would only pass the number through to SupportWorks about once every 20/30 times so the caller resolution didnt work most of the time Neither InGenius or Hornbill could get to the bottom of it so I gave up. Something that we would very much like to do though! We're now on Service Manager and using Mitel as our VOIP solution.
  16. Thanks James Being a train operating company our staff are very mobile so raised faults could be at any one of our locations and not the customers base site so if any priority could be placed on this it would be appreciated. Thanks J
  17. +1 from me too if you could add me as interested Thanks J
  18. Hi Is it possible to change the site once a call has been logged? If so how because I cant see a way to do it. I've clicked the edit button on the details section and it looks like you can change it there but alll I seem to be able to do is remove the current site, when trying to type in the new site nothing pops up and when trying to save a manually entered value , clicking the save button just removes whats been typed so now I have a call with no site and no apparant way to put one back in. We need this for a team we will be moving onto SM that currently use SW. They support EPOS on board our trains so when the call is logged and passed to the EPOS team, they check to see which site the faulty kit needs swapping at based on where the train is travelling to. Thanks J
  19. Thanks again Patrick - I was going to wait to hear from Hornbill so you've saved us some time here!
  20. OK restarted all browsers and incidents are now fine (browser restart was tried before the upgrade but didnt fix it) Not sure what happened here but given it was fixed by the upgrade I feel vindicated that I havent broken it on this occasion
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