Steve Giller

I've switched the tag to Enhancement so the Developers can consider this.

@Berto2002This is due to the way that the FAQs are implemented presented. The use of the target attribute is on the list, however there are currently no timescales for a change in this area.

While this is not an option you might be able to make significant savings by optimising your workflows: The Suspend -> Wait for Assignment can be set to show the Assignment Action in the UI The BPM can be used to select the correct Team, in many cases particular CIs will have a default Team who deals with the issue. That takes care of 1-4 and then it's just a matter of typing the first few letters of you name and clicking assign. Still not a single click, but much quicker than leaving it to be fully manual.

It's a bit tricky to answer this without some visuals of what you're seeing on the Portal, and the config of the Portfolio. If you're OK to share those here please do, if that would expose potentially sensitive information please raise a Support Request and include a Passcode so we can take a closer look.

How are the attachments added? When I add an attachment with a comma (through the attachments action) the comma is replaced with an underscore. Are these via the Action, from the Progressive Capture, or from another source? Is the comma a standard (ASCII 44) character or something else? (e.g. a low quotation - ASCII 130)

That's outside my area of expertise, I'm afraid - I've asked if one of the Product Specialists or Developers could assist.

I'm not sure exactly what you're referring to, but my first thought would just be to edit the email templates and remove what you don't want in there.

The filenames do not match between the screenshot of the attachments section and the Downloads folder - is it possible there are non-standard characters in the filename that are affecting the download?

I think that's the filter you need?

You can create the parent Organisation and then add by Child Org:

@SJEatonIf you have a number of child requests I don't see a need to have any kind of parallel process. The child requests will have their own workflow and be completely independent, they can update the Parent Request (which can then update the Customer) and the only thing you need to ensure is that the Parent cannot be closed without all Child Requests being closed first.

Only one rule can apply to an email. You will need to make a new "Update Request" rule that matches the above and checks for a valid reference, and use the Target Folder options to specify the different folder. This rule will need to run before the more general "Update Request" rule.

Are you saying that the email matches the "Update Request" rule and then you also want it to match another rule to move it to a folder? If so, that is not going to happen - an email will match the first rule that fits, and then stop.

Just to manage expectations slightly: While enhancements are driven in part by Customer engagement, 4 organisations does fall a little short of "everyone" As the functionality to assign a Request to yourself is readily available from the Action Bar the "added value" of this enhancement is relatively small.

No, as mentioned previously, a dropdown selector presents one result. The issue here is that the dynamic checkbox group appears to be limited to around 100 items.

It certainly could - my first thought, though, is when Request X uses Custom 21 as a Date/Time for, say, an Engineer's visit, Request Y uses a Custom 21 as a Date for a Warranty Renewal, and Request Z uses Custom 21 as a Time for a meeting - they can all appear in the same Request List View ...

We don't take formal enhancement requests for these open source scripts and tools, we do act on customer requests, but do not consider these as a formal part of our product, they do not have roadmaps and are generally worked on by individuals who contribute to these open-source projects. We have noted your request, but have a long backlog of things to do and therefore have no specific timescales, we cannot commit any time at this moment moment. If you need this capability, there are some options. 1. You are free for fork the project from our Github and change whatever you need. 2. You can automate lots of things with ITOM if that's something you could use.

Date/Time fields are formatted based on User Preferences, if you need them displayed in a certain format you would need to use Text fields.

Are these Activities attached to a Request? If so it might be better to have a Custom Button to add the Request to a Board, and then another to remove it when the engineer has attended.

We have safeguards to prevent catastrophic looping - I believe the least impactful outcome is that every Request with this process will error. I'd normally say we strongly recommend not doing this, but in this case I'll say "Just don't!" Is there any reason you can't use a Suspend -> Wait for Request Update with an expiry of 1 day?

Please note that these days will take into account the selected Calendar (if any)

Yes. If you ensure that the Managers are not in a group that supports the Service they cannot be assigned the Request, however this will not prevent them from being assigned Tasks that are linked to it.

This can be done in two ways - by setting default values in the Intelligent Capture, or by setting the values within the Business Process as per Adam's example. The advantage of the former is that you can allow the Analyst to make minor adjustments to the values if desired, the advantage of the latter is that you prevent any changes. Generally speaking, all Requests will have at least a simple process behind them, if only to see it through the basic steps of notifying the Customer that it's been raised, actioned, and closed.

Service Manager doesn't have Quicklog Templates in the way that Supportworks has. What are you trying to achieve? There is probably a way of doing this using Intelligent Capture and/or Business Processes, but it may not be in the same way you're used to.

Yes, a Dropdown Select box is, by definition, limited to one selection.