[More Variables for Email Snippets]

This would be very helpful!

Thanks,

[Authorising on behalf of someone]

This is very useful in allowing supervisors/lead technicians to approve changes in their manager's absence.  This negates any delays in approving changes.

Thanks,

[Data query - display assets in alphabetical order]

Would definitely make it easier to find the assets if they are in alphabetical order!

[Request Category Form]

Very good idea!

[Category Tooltips]

Due to the number of applications and devices we currently look after in IT, we have quite a large number of categories for the customers to select from.  As these categories are displayed using an agreed standard, some customers may not necessarily know what they are (as there is often different terminology that is used for the same thing).  Would it be possible to have 'tooltips' available on the categories?  This would then allow the customers to have a longer description of what the category is.

Many thanks,

[Adding Site Company to Request List Filters]

The ability of our technicians to see all requests in their areas of responsibility is very important.  This addition would ensure the lists are accurate for whatever area they are responsible for.

Thanks,

 

[Searching on Progressive Capture Answers]

This would be extremely helpful in finding specific question related information....

Thanks,

[Linking Requests via Progressive Captures]

This would definitely help us either the ability to input the critical call number or the filter of the knowledge centre to display just critical (open) incidents would be great.

thanks,

 

[Change Schedule - Adding Multiple Entries]

Yes the ability to determine what services a change is affecting is vital especially for the Service Desk, and one Change can affect multiple services.

Thanks,

[Impacted customers]

Hi James, yes this would give us two benefits, the first would show the impact of major incidents and problems, especially those that are not resolved straight away, the second is this then shows as a call for our analysts, which is a KPI for them on logged calls.

 

Thanks,

 

[Displaying linked entities in the request list]

This would be helpful!,

 

Thanks,

[No Shared Views following Build 1439]

James, the customer do have their shares on them, the one I checked had quite a few shares and I mistakenly took that as the share list.  I checked a few more and they all still have their shares.

[No Shared Views following Build 1439]

James, I created the views that were shared to all the 'teams'.   I still have visibility of all the different team views but when checking, all the 'shares' are gone....

[Making "Resolve Linked Requests" option more eye-catching]

Hello, this would definitely help to ensure all child calls are resolved promptly..

 

Thanks,

[Updating Linked Requests]

This would be very beneficial to all our customers.

Thanks,

[Setting the Priority before request resolution]

@Lauren This would be useful especially when reporting on different priority calls.

 

Many thanks

Bobby

[Additional Column in Request List - Checkpoints]

@Lauren

Yes this would be very helpful to see on the request list where each request is in relation to its' business process.

Many thanks,

[Editing questions in raised tickets]

+1 to @Lauren The ability for us to manage this quickly would be very beneficial.  In the event of a customer putting sensitive information on a request, that information would then be visible until Hornbill development removed it.

 

Many thanks,

Bobby

[Emailing Connections]

Would be a nice way to inform our customers when issues are resolved.

Thanks,

Bobby

[Sub Status Removed]

Thanks Dave,

 

[Sub Status Removed]

Good morning, if a call has been given a sub status (but incorrectly) is there a way to remove the sub status from the request so that it shows no sub status?  I've tried different ways and once on, cannot remove a sub status.

Many thanks,

Bob

[Raising Requests from Email]

Thank you very much Martyn, I will try this and see how we get on.

 

 

 

@Lauren

[Raising Requests from Email]

It would be very beneficial and quicker if the email contents were included into the new request.  Thanks,

[Last Updated By]

Any update/thoughts on Alisha's idea?  This would be really helpful,

 

Thanks,

[Info Message on Select Site]

Steven, thank you for this workaround.  We may/may not be able to apply this as we share this system with other departments so this type of change affects everything but I will see if it can be changed.

thanks,

@Alisha @lokent