Jeremy Posted August 7, 2018 Share Posted August 7, 2018 Is there somewhere where we can choose the information that appears in this box to include extra information such as 'Site' in our case? Link to comment Share on other sites More sharing options...
Victor Posted August 7, 2018 Share Posted August 7, 2018 1 hour ago, Jeremy said: Is there somewhere where we can choose the information that appears in this box @Jeremy - this section/box cannot be currently customised I'm afraid... Link to comment Share on other sites More sharing options...
Martyn Houghton Posted August 7, 2018 Share Posted August 7, 2018 Like @Jeremy, we would like the facility in the future to customise what standard fields appear in this sections as well as the section title. For example default language, timezone as well as site. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 7, 2018 Share Posted August 7, 2018 We already have a change in our backlog for this based on this earlier post. 1 Link to comment Share on other sites More sharing options...
samwoo Posted August 7, 2018 Share Posted August 7, 2018 +1 if I'm not already on the interested party list for this feature. Link to comment Share on other sites More sharing options...
BobbyB Posted August 14, 2018 Share Posted August 14, 2018 It would be very important to us as well to see customer attributes here. Is there a rough idea when this change will be put through? Thanks Link to comment Share on other sites More sharing options...
Darren Rose Posted August 14, 2018 Share Posted August 14, 2018 +1 from VINCI for this feature too Link to comment Share on other sites More sharing options...
Lightsource Posted August 14, 2018 Share Posted August 14, 2018 +1 for this feature We have a lot of field workers who don't have landline numbers. When viewing the customer drop down in a service request it doesn't give the option of showing a mobile number. This would be extremely useful for when a technician needs to contact the user if their landline and the mobile number could be displayed here. Link to comment Share on other sites More sharing options...
Steven Boardman Posted August 14, 2018 Share Posted August 14, 2018 @Lightsource @Darren Rose @BobbyB @samwoo @Jeremy you have all been added to this story. As James mentioned we have a story which is being planned for this requirement. It is not currently in our 90 day queue but once planned out and in the list we will post back here. 1 Link to comment Share on other sites More sharing options...
Steven Boardman Posted September 20, 2018 Share Posted September 20, 2018 @Jeremy @Lightsource @Darren Rose @BobbyB @samwoo @Jeremy @Martyn Houghton in the Service Manager update today it is now possible to change the displayed customer attributes in the customer section on a request These are global settings and available via admin console > Service Manager > Configuration You can set different attributes if the customer of the request is a user or a contact Steve 2 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted September 20, 2018 Share Posted September 20, 2018 @Steven Boardman That will be a great help. Cheers Martyn Link to comment Share on other sites More sharing options...
Jeremy Posted September 20, 2018 Author Share Posted September 20, 2018 @Steven Boardman Great thanks for letting us know, we will get a change raised to apply this update. Link to comment Share on other sites More sharing options...
Lightsource Posted October 3, 2018 Share Posted October 3, 2018 On 9/20/2018 at 10:00 AM, Steven Boardman said: @Jeremy @Lightsource @Darren Rose @BobbyB @samwoo @Jeremy @Martyn Houghton in the Service Manager update today it is now possible to change the displayed customer attributes in the customer section on a request These are global settings and available via admin console > Service Manager > Configuration You can set different attributes if the customer of the request is a user or a contact Steve Hi Steve, We have Mobile "ticked" yet the mobile phone number (synced from AD) still does not display in the customer section of the ticket? Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 3, 2018 Share Posted October 3, 2018 Hi @Lightsource This is a strange one, i can see the mobile number for one user (as shown below), but not for another - where they both had mobile numbers in their profiles. Let me raise this internally and we'll get back to you. Link to comment Share on other sites More sharing options...
James Ainsworth Posted October 3, 2018 Share Posted October 3, 2018 Hi @Lightsource It is possible that there are some security reasons behind the mobile field not showing. A user's profile is broken down into sections which determine the accessibility of the information. The top two sections titled Basic Details and Job Details have public visibility and these fields will be always available in the Customer Section of a request. In my screen shot you will see that the Work Mobile is listed in the Contact Details section. Access to this is controlled through the Followers option where each individual user can control who can see this information. In this case only the people that follow this user will see the Work Mobile field in the Customer section of a request. An Admin with the role to design forms has the ability to design this form and move any of the fields from one section to another. If the mobile phone fields are listed in the Contact Details section but your business wants this to always be available to everyone then I would recommend moving this field to the Basic Details section. These changes using the Form Designer will be applied to all users. Regards, James Link to comment Share on other sites More sharing options...
Lightsource Posted October 4, 2018 Share Posted October 4, 2018 13 hours ago, James Ainsworth said: Hi @Lightsource It is possible that there are some security reasons behind the mobile field not showing. A user's profile is broken down into sections which determine the accessibility of the information. The top two sections titled Basic Details and Job Details have public visibility and these fields will be always available in the Customer Section of a request. In my screen shot you will see that the Work Mobile is listed in the Contact Details section. Access to this is controlled through the Followers option where each individual user can control who can see this information. In this case only the people that follow this user will see the Work Mobile field in the Customer section of a request. An Admin with the role to design forms has the ability to design this form and move any of the fields from one section to another. If the mobile phone fields are listed in the Contact Details section but your business wants this to always be available to everyone then I would recommend moving this field to the Basic Details section. These changes using the Form Designer will be applied to all users. Regards, James Hi James, our users are all synced into hornbill from our active directory, I can't find anything that looks like your screenshot in our service manager? can you help me with a step by step to access it? Link to comment Share on other sites More sharing options...
Steven Boardman Posted October 4, 2018 Share Posted October 4, 2018 @Lightsource if you are in the user app as yourself (Agent view), if you open the menu and go Home > My Profile you will see the menu shown above If you have the rights i.e your an admin with withe form design role, you'll see the design option, and in design mode you can drag and drop the mobile in to the top sections as James suggests - just remember to save / apply the change and this will then apply to all users. Steve 1 Link to comment Share on other sites More sharing options...
Lightsource Posted October 4, 2018 Share Posted October 4, 2018 10 minutes ago, Steven Boardman said: @Lightsource if you are in the user app as yourself (Agent view), if you open the menu and go Home > My Profile you will see the menu shown above If you have the rights i.e your an admin with withe form design role, you'll see the design option, and in design mode you can drag and drop the mobile in to the top sections as James suggests - just remember to save / apply the change and this will then apply to all users. Steve Perfect, that has worked, thank you Link to comment Share on other sites More sharing options...
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