Steve Giller

I'm reasonably certain this is expected as this is a form awaiting your input - if you had an Action open (this would apply to all Actions) and someone else using the same Action on the same Request caused it to refresh, this would lose anything you'd entered, which would potentially be extremely frustrating. I may be corrected by a Developer here, but this is my understanding of that area.

You could leave the Networks Team with their own, bespoke Service. Then on any Request that can potentially be assigned to them, add a Custom Button with an Auto Task behind it that raises the relevant Request and puts the initial Request On Hold awaiting its completion, utilising the new Wait For Linked Request Resolution node. Finally, filter the Custom Button so only the relevant Users can see it.

There isn't currently a Role to allow editing of a Timesheet Category owned by another User. A User with the Timesheet Manager role (or the Owner of the Category) should be able to re-assign ownership of the specific Category to the User you want to delegate to.

@Gareth Noon I've merged your topic with this existing one - please review the comments above and then add your thoughts here.

Hi @Isaac Ojo It's not clear what you're trying to achieve here - FAQs are generally viewed as needed, so where they are not being viewed frequently this would normally imply that they are for less frequent issues.

What are you trying to achieve with this action? What you're describing appears to be raising a separate request - which can be done from the Raise New button - so I'm assuming there's some additional information missing from the post that would be useful.

@Daniel Where are you storing the Department? As far as I'm aware there isn't a field for "Department" (although you can store it in a Custom Field) and this would normally be an Organisation Record linked to a Customer, so not stored against the Request at all.

Unfortunately there is no import function for the Profiles (Categories) so creating them is a manual process.

I'm not sure what is being asked for here - can you clarify with a description of how you would want this to work?

As far as I am aware there are no plans to alter the order of the Services at this time.

This is the view when the app.email.request.operation.composerType setting is set to "Message Text" Please review the Settings section of the wiki page for details. If you wish to use Paul's test you will need to temporarily change the above setting to "Template Editor" or "Analyst Setting"

Could you show where the Department field is populated, as there isn't a dedicated field to indicate Department. There are a few alternative ways to indicate Department for a User, and we'd need to know how you're doing this in your Instance to advise on where this data is held and how best to extract it.

Just to close this off for anyone else reading the thread: The Select Asset ... parameters apply specifically to the Search tabs. The Customer's Assets and Shared Assets tabs will always show the Assets owned and shared by the selected Customer.

This would really be a part of the business case for the alternatives.

If you want a Task in the Request, you can set the BPM to email the Authoriser and assign a Task to the Request's Owner (or Owning Group) to action when there is a response. This Task can have outcomes of "Approved", "Rejected", "Change Approver", and the usual expiry and the workflow can branch based on that outcome. Alternatively you can use Authorisation nodes in place of External Authorisations. Both of the alternatives have an attached cost - the former in Analyst's time and the latter in Collaboration Licenses - but the additional functionality they bring would be the business case for this.

Instances should now be restored and available. The recovery process is on the final step which involves migrating physical files, so access to attachments/linked files (within emails, Requests, Timelines etc.) will become available of the next few hours. Access to the text content of requests, emails etc. should be back to normal. We will have a more detailed update for you later, and if you have any specific problems please let us know. We apologise for any inconvenience this has caused.

@MichelleReaney @Alistair Young You have both been linked to our internal Request as Impacted, we have begun to implement the fix and hope to have an update for you shortly.

@Andrew Tasker The most common reason for this is using the "within fix" value on a Request that is not Resolved. This value is not populated until the Resolution is marked, so if you are using it to identify a Request that is still Open but has breached its SLA this will not work. The next most common reason is, as it appears above, relying on SLA Target Dates while a Request is On Hold. The SLA Targets are recalculated when the Request is taken Off Hold, so if you place a Request On Hold with an hour to go on the SLA, after 1 hour it will have passed the SLA Target. When it is taken Off Hold the SLAs will recalculate and the new Target will have an hour left.

@Teresa Ward This is not part of the expression: The Reference field on the form must be filled in when using the logOrUpdateIncident, logOrUpdateServiceRequest and updateRequest operations.

@Teresa Ward You don't have the Reference field set. On the wiki page, under the Service Manager Settings sections it states:

Is this the kind of thing you're thinking of?

The "SLT" column will indicate if the Request has breached either Response or Fix SLA, but there is no way in the Request List view to display the Requests by percentage of SLA expiry, other than be sorting against the Respond By or Fix By columns. If you have Advanced Analytics you should be able to set up a Dashboard showing this kind of information, this is a useful way of showing the information on a central display along with current targets and whether they are being met etc. which helps to focus on improving SLA performance.

@7oaks Does the emails.purgeDeletedItemsAfter setting look like it will achieve this for you?

I've added the Enhancement tag, but just to set expectations, I strongly doubt this will make the list.

I think the short answer here is no. You can view the email: but it's not posted in full to the Timeline