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clampj

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Posts posted by clampj

    Export List Column Order

    in Service Manager

    Posted

    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

     

    Analyst can no longer compose email from mailbox

    in Service Manager

    Posted

    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

    access rights service manager1.jpg

    Customer Details on Request Not Showing Custom Attribute

    in Service Manager

    Posted

    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

    Service Portal Search Not Functioning Correctly

    in Service Manager

    Posted

    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.

    Service Portal Search Not Functioning Correctly

    in Service Manager

    Posted

    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

    Error when viewing Co-Worker - <userId> did not meet the required input pattern

    in Service Manager

    Posted

    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

    Computer telephony integration is needed

    in Service Manager

    Posted

    +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.

    Changing Site After Logging

    in Service Manager

    Posted

    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

     

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