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Found 140 results

  1. Can I raise an enhancement to provide a Request Attachment Importer tool. Like the current SQL Request Import tool, provide a mechanism where the attachments information containing the case reference, visibility and file path can be queried form a database and the tool loads the attachments against the referenced requests. It it could also have the ability to match the case reference to a custom field/External Reference field, so that the source only has to have the legacy unique ID in it. Cheers Martyn
  2. Hi, We've got several custom views that we need to remove/update that were created by someone who no longer works in the organisation. How do we go about doing this? As I understand the only way to do this is to get the owner (creator) to... Thanks Lauren
  3. When trying to drag an email message from Outlook client in to the Service Manager to attache to a ticket this doesn't work if using Chrome browser. However this does work if I am using Edge Browser. Is there a MIME Type setting that needs to be adjusted somewhere on the system?
  4. The Service Manager In-App Reporting is not including all the columns available in the Request List view 'Export Columns' configuration. In out case at the moment we are trying to get to 'Response Time' and 'Resolve Time', as well as closure category. Columns currently listed for In-App Reporting. Columns missing from In-App but present in Request List Views export highlighted in Blue. Can these column be added in, as they are especially important for reporting on performance on closed requests. Cheers Martyn
  5. Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. This started sporadically after the latest updates. The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this.
  6. Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
  7. Hi Has there been an update to Service Manager at all overnight? Request timelines now appear more spaced out, with the like/reply buttons larger and the comment box is bigger. Thanks Lauren
  8. Hi My colleague user FCoker needs to be able to reassign activities on requests where the owner changes and the associated activity needs to be manually reassigned to another support team member. I've compared permissions with user ASharpe01 who can reassign activities and can't see any roles he has that if given to FCoker would enable activity reassignment. Please could you advise what standard roles include this permission.
  9. Hello, I have added an additional column into one of our reports to see the total onhold time, however I believe that the report shows the time in seconds Would it be possible to have the report show this time in hours possibly please?
  10. ALIPO

    On-Hold

    I would like to configure the On-Hold feature so that you can only select a predetermined reason for putting a call on hold eg Waiting on Customer, Waiting on 3rd Party, Waiting on License, Waiting on Delivery Also is it possible for the call to automatically come off hold when the timer expires or if the customer updates the call? Thanks, Andrew
  11. Hi, Is there any way to link multiple sites to a request? On some occasions, a request may require involvement by IT at multiple locations. To ensure we can report accurately, we'd need the ability to link more than one site. Thanks Lauren
  12. We are experiencing an issue when trying to setup and run the SQL User Import, to upload new users from LDAP on a regular basis. We are getting the attached error: We’ve looked on the forum and there was one instance of this, but appeared to be resolved over 12 months ago with a change to the routine on the Hornbill side. Can someone from the support team or integration experts please look at this? thanks Neil
  13. Hi We've come across an issue regarding escalation events where there is no assigned owner. We have escalation events configured to send an email notification to the owner and line manager of the owner but these are sometimes not triggered due to the fact that the request has no assigned owner - usually this is because they're assigned to a team rather than an individual at the point of the email notification being sent. Is there a way that the system can identify the user listed as the Manager or TeamLeader of that team as per the team membership? Thanks Lauren
  14. Following the latest updates I am unable to create new charts off of views. When attempting to create a chart an error flashes up when clicking save. Has anyone come across this or know the cause?
  15. Currently, you can switch on the editing of posts - updates, resolution etc for everyone. Is there a way to only allow certain members of staff (maybe belonging to a specific role or group) to edit posts? Thanks Lauren
  16. Since we updated Service Manager from 1515 to 1554 on 16/07/2019, dashboard charts are showing segments all as one colour - blue, rather than different colours. At least two managers have reported this issue so far. See attached example.
  17. I am trying to identify the permissions required to give a team leader who does not have full administration privileges, access to the Service Manager > Configuration options, in particular the Service Desk option, so that they can update a team as to whom is to be excluded from the request assignment. Is there an existing application right for this? Cheers Martyn
  18. Hi, Apologies if this is a silly question, but is there a way to configure a business process to raise two or three activities at the same time? We have some business processes that will require work from multiple teams, at the same time (i.e. one team's work isn't reliant on another team completing their activity). Thanks Lauren
  19. Hi We'd like to be able to limit the requests that can be linked to other requests - when searching for problems or known errors to link to an incident, problems/known errors from all services are returned. We'd like to limit this so that only requests logged under the same service as the request you're linking from are returned. I know you can specify a service, but we'd like to reduce the risk of incidents being linked to the wrong problems. Is this possible? Lauren
  20. Hi, I'm trying to build an email notification into our change and release business processes, that emails the analyst who raised the change/release once their request has been approved. I can't find a way to do this, either using the variables (by selecting external email address) or by emailing customer (presumably as it stores the requester in the "Raised By" field rather than "Customer). Is there a way to achieve this please? Thanks Lauren
  21. We are currently looking at migrating from SupportsWorks ITSM Foundations to Service Manger and as external customer facing servicing service desk we have a in excess of 1,000 organisations(aka company) and 1,700 sites. At the moment in Service Manager, there is now the ability to hold sites as well as organisations, however this current facility is abstracted from users and organisations, with it just being a list of sites. Though for a primarily internal focused service desk this wold probably not be a major issue due the normally smaller number of sites etc. However as we have a large number of sites, presenting this list with out filtering/relating it to the customer/organisation context means that it is not practical to use. Are there any plans to link the site object to both organisations and users, i.e. an organisation can have one or more sites linked to is a site is linked to a organisation a user has a default site from the list of the organisation they belong to. Thanks.
  22. Hi, I have a few questions regarding the request list columns (i.e. the customisable headings - Reference, Status, Summary etc). 1) Currently in Supportworks, we have a column called "Solution Text", which displays the first line of the most recent update. This is really useful for our analysts as they can see at a glance what the last update was. It also helps determine whether something is outstanding and needs to be actioned on a request. Having this, in addition to the colours on the request list and sub-statuses to show new updates, would be really helpful. Is there another field that displays this information, or is this something that could be easily added? 2) Our users in Service Manager (both full and basic) have been set up with handles in the format "FirstName LastName UserID" - e.g. Joe Bloggs 12345. The customer column displays customers in the format "FirstName LastName". We really need that ID part to be visible in the request list. I can't seem to see a field that says "User ID" in the available columns - is this something that could be added please? Thanks Lauren
  23. Hi, It is likely that this has been raised previously, however I was unable to locate any posts: Currently, within the request list you are either able to view all request types (by selecting "All") or one request type (by selecting the relevant icon) - you cannot select two different types of request without creating a custom view. Is there a change planned at all to enable analysts to select multiple request types? Thanks Lauren
  24. Hi When viewing any of the out-of-the-box request list views (e.g. My Requests, I'm Following etc) the following toolbar is displayed, that lists how many of the requests in that view are open, on-hold, resolved: When creating a custom view, the above toolbar disappears and it just displays a request total: At first, I thought this could be because all 215 requests in that view have the same status. However, I can see that there are requests that are on-hold, resolved and closed in this particular view. I've tested another view and have found the same thing. Could the status toolbar be enabled on all views, whether they're custom or out-of-the-box please? Thanks Lauren
  25. We've started to utilise the "Company" field for our sites - to add some context, we have sites across both Kent and Essex and have added the two counties as our companies. We've then associated each site to a company based on its location. We have support teams across Kent and Essex who currently have their request lists set to show any requests where the customer's company is either Kent or Essex. However, some of our staff based in Essex work in Kent and vice versa. This therefore means that the support teams' requests lists aren't always accurate. As every request has a site associated, could I request that the "Site Company" is added to the filters for request list views please? Thanks Lauren
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