Michael Sharp Posted August 26, 2017 Share Posted August 26, 2017 Hi all, I think it would be useful to version control or have the ability to replace attachments against tickets. Not sure if this is something others would find useful? Mike. Link to comment Share on other sites More sharing options...
Gerry Posted August 26, 2017 Share Posted August 26, 2017 Hi Mike, Can you expand on that a bit, I am not sure I understand what you are suggesting? Gerry Link to comment Share on other sites More sharing options...
samwoo Posted August 27, 2017 Share Posted August 27, 2017 @Gerry I think @Michael Sharp is referring to having versioning for attachments upload against requests, very much the same way documents are versioned when you upload to replace an existing one (or when you update one). I think this is a good idea. +1 For example we have an Change Request form that gets filled out and uploaded to the Change Request. Sometimes it doesn't contain all the information, so we upload the first version to kick off the CAB process. Once we have more information, we add it to the form and re-upload it. But the issue is that we can then eventually get 4 or 5 attachments for each version of the form, alongside other attachments related to a Change Request. This can be a problem when people don't put the version of the form in the title. We need to keep all the versions of the form in a single place, so having versioning for attachments would be a great idea. Thanks, Samuel Link to comment Share on other sites More sharing options...
Gerry Posted August 27, 2017 Share Posted August 27, 2017 @samwoo Thank you for the clarification, the use case makes perfect sense. So why not simply add the document to document manager and attach the document to the request? thats what document manager is for. Perhaps what is needed here is better integration between document manager and service manager rather than re-inventing document manager inside service manager. Gerry 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 28, 2017 Share Posted August 28, 2017 Hi @samwoo We do have a change that is not too far from being worked on in Service Manager that provides a Document Manager plug-in on a request. This is in our 90 queue. I'll keep this post updated as it progresses. Regards, James 1 Link to comment Share on other sites More sharing options...
samwoo Posted August 29, 2017 Share Posted August 29, 2017 @Gerry / @James Ainsworth Great news! This is going to be an amazing feature. Thanks for the update. However for attachments (which are not documentation) this might not work? Unless the plugin will keep attachments againsts requests seperate from Documentation then i think it will work. Thanks, Samuel Link to comment Share on other sites More sharing options...
Michael Sharp Posted August 29, 2017 Author Share Posted August 29, 2017 13 minutes ago, samwoo said: @Gerry / @James Ainsworth Great news! This is going to be an amazing feature. Thanks for the update. However for attachments (which are not documentation) this might not work? Unless the plugin will keep attachments againsts requests seperate from Documentation then i think it will work. Thanks, Samuel I agree, linking in with document manager seems a bit of a faff. Version control over attachments seems much simpler on the face of it although appreciate from a development point of view, this may be tricky. Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 29, 2017 Share Posted August 29, 2017 3 hours ago, samwoo said: Unless the plugin will keep attachments againsts requests seperate from Documentation then i think it will work. Hi @samwoo The attachment options will be maintained. So there will be a Document Manager plug-in and the existing option for attachments, and they will be kept separate from each other. The focus of the attachments would be for non-structured documents, screen-shots, ad-hoc uploads from a customer, etc. The Document Manager plug-in will be for more structured documents for which version control is already a part of. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 11, 2018 Author Share Posted July 11, 2018 On 8/29/2017 at 4:01 PM, James Ainsworth said: Hi @samwoo The attachment options will be maintained. So there will be a Document Manager plug-in and the existing option for attachments, and they will be kept separate from each other. The focus of the attachments would be for non-structured documents, screen-shots, ad-hoc uploads from a customer, etc. The Document Manager plug-in will be for more structured documents for which version control is already a part of. Regards, James Did this happen? Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 12, 2018 Share Posted July 12, 2018 Hi @Michael Sharp Yes, a new Request Action is available for Document Manager. This is configured under each service. The Document Manager plug-in can be enabled for each request type by enabling the following action item icon... Regards, James Link to comment Share on other sites More sharing options...
samwoo Posted July 12, 2018 Share Posted July 12, 2018 Off-topic:@James Ainsworth Oooooh sneak peak at some new features? :O Curious.... Semi On-topic: I haven't properly tested the Document Manager request action, but I am assuming at the moment the users themselves cannot access any linked Documents via the Self Service Portal? Link to comment Share on other sites More sharing options...
James Ainsworth Posted July 12, 2018 Share Posted July 12, 2018 Hi @samwoo That is correct that the customer of the request cannot access documents that are directly associated to a request. You can separately associate libraries to the portals following the instructions here. 1 Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 13, 2018 Author Share Posted July 13, 2018 20 hours ago, James Ainsworth said: Hi @Michael Sharp Yes, a new Request Action is available for Document Manager. This is configured under each service. The Document Manager plug-in can be enabled for each request type by enabling the following action item icon... Regards, James Excellent thanks, will have a look at this! Link to comment Share on other sites More sharing options...
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