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  1. When users have a large number of Assets they use or are shared with them, the current 'Link Asset' screen can become somewhat cumbersome to locate the correct asset, whilst the the current Search option does not help given that it's scope is all assets. Can we request an enhancement to add in a Filter option on both the 'Used By' and 'Shared with' options, to make it easier to locate the assets linked to the current customer. Especially useful would be able to filter by state and operational state, so archived/retired assets can be excluded. It would also be useful to be able to have some control on the display order with sorting options, as not sure what order is currently applied by default. Cheers Martyn
  2. When you have a large number of requests in the Employee Portal it would be a real help to have a filter option within the widget, much the same as there is in the main application Request List. Cheers Martyn
  3. Hi Despite being able to show Department on the request list, it is missing from the advanced filter. Kind regards, Carl
  4. Can we request an enhancement to the 'Linked Request' BPM node, in that there is an option to limit which linked requests are updated by request type. In our scenario we are implementing Problem Management and will want to use the node to update/resolve the Incidents linked to the Problem request. However there may be other Problem, Release, Change, Known Errors etc linked to the same request which we would not want to update/resolve. Therefore can we ask for the filter option on both Update and Resolve Linked Requests so that it can be done by 'Request Type', i.e. we need to be a bit more precise in only updating the linked incidents and not everything else it may be related to. Cheers Martyn
  5. At the moment the Change Calendar show All Requests, My Requests and My Services. It would be useful to filter it by Service Category, similar to the Service Portfolio, as well as have the ability for a free text filter to search the main summary, description, owner, customer, site, organisation etc. Cheers Martyn
  6. to make life easier for agents, it would be great to be able to only allow visibility of priorities which relate to the type of request (incident, request, change, problem) that has been created. Is this something anyone else has requested or something that would be considered for future development?? thanks Andy
  7. We have a ever growing list of views setup in our request list, both individual and shared. Consequently this is becoming harder and more time consuming trying to scroll down to locate a specific view. Can a Filter field be added to the View drop down covering both your own and shared views, akin to the one on Team drop down, so it easier to get to the view you want more easily. Cheers Martyn
  8. Hi, We are currently importing various types of assets into our Service Manager instance. We have found that, when logging an incident/service request via the customer portal, all types of assets are presented to the customer - including servers, switches etc. We would like to be able to filter out certain asset types on the portal, via the "asset details" out of the box form, so that only those relevant to the end user are presented. Is there any way that this can be achieved? I've looked within the "Asset Management" section of Service Manager and cannot see anywhere that this would be set. Thanks Lauren
  9. Where you have a large number of contacts set within an organisation for access via the customer portal, the current Portal Access screen can be somewhat of a pain to navigate and locate the account given that it does not appear to be sorted at all at the moment. Would it be possible to have the ability to filter on the portal access screen fields, as well as sort by contact name, 'Can Cancel' and 'Organisation View'. Thanks Martyn
  10. We are looking to make use of the Asset Management feature within our progressive captures, but to do so we need to be able filter by more than just Type and Class. In our case we are going to be recording customer Software installations as assets, so we would need the ability to filter by the Product field, so we can display a list of all software assets of a certain product associated with the customer. Can a SQL where like filter option be provide to make this generic to allow for all sites different class definitions? This would make the use of the Assets Management element much easier to customise for each customers requirements, as well as enabling it for it to be used for more than just the traditional IT Service. Cheers Martyn
  11. We use a large number of #Simple List' as sources for list in progressive capture and custom fields, so it would be really useful to have a Filter/Search facility in the Admin Tool for Service Manager > Simple Lists. Also presume this would be useful in the other 'Simple Lists' for the others Apps as well. Cheers Martyn
  12. When using the Filter in Board Manager, there is no indication of which swim lane the matches are in, so if the board card is not on the screen due to the position of the scroll bar for a swim lane containing more cards than can be displayed on the screen, you have to scroll through all the swim lanes. Could the filter indicate/highlight the swim lanes there are matches in? Cheers Martyn
  13. Thought the ability to do a global timeline search has been a great step forward, it would be useful to be able to search/filter for a term within the current request. We do have some long running requests, which have extensive timelines on them. I know you can filter by type of timeline post, but even then the number of posts can be excessive and also they will not all be expanded. Having the ability filter/search the timeline of the current request would really be useful and a lot less resource than having to use the Global search when you already know the request reference and just want to locate specific posts in the current request. At the moment I have using the Print option to generate the whole timeline in the browser and then using the find option. Cheers Martyn
  14. Hi all, My manager would like to be able to filter based on a customer's title i.e. senior members of staff/Partners. I appreciate reports can be run however this is not suitable for probing tickets. Regards, Mike.
  15. Is there a way of showing if a change is a Normal, Emergency or Standard change in the request list view, we cannot seem to find a way of displaying this information? How do others work with changes in the request list? Kind regards Jeremy
  16. With the introduction of pagination on the measures screen in Admin tool, the filter is now only working on the records displayed on the current page and not the whole of the list. Cheers Martyn
  17. As we have created a rather larger volume of services, it would be good to have a search/filter facility on the services screen to make it easier to locate the service(s) you are trying to locate or work on. At the moment we are just using the browser search function to locate the Service we require. Cheers Martyn
  18. Hi, When reviewing asset information, I've been coming across duplicate assets. We generally use the csv import tool for new assets and assets in the computer system class have some fields automatically populated via SCCM. The duplicates seem to have been created via SCCM. I'd like to create a report in Service Manager to help me identify all duplicate entries so they can be identified and analysed further. For most of our assets the "Name" field should be unique, as well as "Asset Tag". The "name" field matches the "Asset Tag" but has a prefix. e.g. Asset Tag: 12345 Name: DC012345 Any advice on what criteria to use for the report would be greatly appreciated. Thanks
  19. Following recent updates to either the Platform or Admin Tool, existing reports where the Data Filters include textual fields with reserved characters in them are failing to return matching rows and display text the criteria is being corrupted. In our case, this is being caused by organisation names containing Ampersand '&' in organisation names. The reserved character is being 'escaped' as @amp; in the selection criteria, but each time you add another organisation to the criteria list containing an ampersand, it is duplicated again. Even without the duplicate escaped characters the reports are still not returning records for this organisation, which are present and meet the other criteria. We are also having issues when entering organisation names into user prompted criteria where the name contains an appostrify. Cheers Martyn
  20. We have a large number of OU in our AD, so I run the import from the parent level and use the Scope=2 setting to include all the sub levels. I now need to exclude just one of the OU from the LDAP import process, but even though I have added it into the filter the LDAP import process is still processing them, so I think I have something wrong in the syntax when trying to exclude an OU. (&(objectCategory=User)(!(userAccountControl:1.2.840.113556.1.4.803:=2))(!(ou=CloudAmber))) I have also tried the format ou:dn:=CloudAmber, but that does not work either. I have also tested it in reverse, i.e. trying only to import just that OU, but then get no results, so it does look like I doing something wrong in terms testing the OU value. Cheers Martyn
  21. Hello, When searching for requests the results are displayed in ascending order or SRXXX or INXXX number. It would be very useful to be able to manipulate the search results and arrange/group them by: Status, Customer, Owner, Team or Service I have read other posts regarding creating custom views when searching for requests, however this simple task should be more efficient, and easier to access. Creating a custom view each time to perform a search is rather fiddly. Thanks Gary
  22. The filter on Request List screen does not search External Reference column. It is included in the Global Request Search, but not the filter when you are in Request List itself. It would be useful to be able to have this included in the filter as sometimes customers will quote their reference and not ours. Cheers Martyn
  23. Following on from the introductions of the filter options on the request timeline, it would be good to have the ability to set your own personal filter settings which persist when opening new requests. Where as at the moment each time you open a request they reset to the All option. Cheers Martyn
  24. Good afternoon all, We were wondering if it were possible to specify a default filter for the timeline view within a request. Feedback from our analysts indicates that it would be terrific to be able to view only certain types of messages by default and still be able to view all the others when necessary. The only way I know of to hide certain types of messages if by changing the default visibility within the advanced settings. https://i.imgur.com/kiptaU6.png Any ideas? Thank you! Best regards, Alex
  25. Hi all, This is probably a simple thing but can you filter the priorities displayed in the drop down based on the request type? I have a large number of service requests logged with P1-P4 priorities and a few incidents logged as 1/2 day requests. I have tried explaining to the relevant teams that incidents are logged with P1-P4 and service requests are logged as 1/2 or 5 day requests but it has fallen on deaf ears (many times) so if they don't have the option to get it wrong then it will make my life easier (and reporting a lot more accurate) I thought that they would filter based on the fields in the SLAs but that isn't the case. Thanks Dan
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