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Found 7 results

  1. 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
  2. The Customer Portal at the moment appears to group the catalog display order by Request Type and then the order of the catalog items as per the Request Type. At the moment it appears to sort the Request Types alphabetically. We are in the process of enabling the display of change requests on the portal, so we are seeing all the change request catalog items appear first and then the incident ones. Could there be a setting added to allow us to configure the order of request types as they as displayed on the portal? In our case we would want to show them in the order Incident, Service and Change, but having a user configurable setting would allow people to set there own preference on their instance. Cheers Martyn
  3. It would be really useful for the Service Portfolio List output format to be enhanced with additional information such as:- Request type icons for the types which are enabled on the service Default Mailbox Include Service Icon Number of Subscriptions Based on the above, the ability then to filter by Request Type Owner Default Mailbox Cheers Martyn
  4. Hello, it has been noted that when a new request is raised and it is not selected using the drop down next to the 'Raise New' button it does not follow the same progressive capture / process, how do i fix this; the icon in question is noted below in an image, basically i need to know where the setting is, that if someone uses raise new button instead of using the drop down next to the button to select a type, that is picks up the correct captures. Hope that makes sense
  5. When raising a request form an Email in the mailbox, you only have the option to Raise Request, rather than the request type specific options you have under the 'Raise New' option where you can select all request types, such as a change request etc. With the current option you only seem to be able to create a incident or a service request using the default progressive capture process or am I missing a step? If this is the case do you have any plans to add the similar option to selectively choose the type of request when logging a new one from email? Cheers Martyn
  6. I have created six services within the catalog. For some of the Services, only an Incident should be logged, but for other services, a Service Request and Change Request are available. However, I don't see a way of disabling certain request types for certain Services - which seems odd. So, in the user app, currently it's possible to log a change request against all Services, even though there is no workflow associated with it. A simple tick box against each request type to enable/disable it would be perfect please. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  7. Just wondering if anyone had thought about what happens if an agent logs a call as a Incident when it should be a Service Request or vice versa Is there any way to switch a call.
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