Solution Text

[Adrian Simpkins]

Hi All

So one of my Users who has transitioned from SupportWorks to Service Manager has asked if there is an equivalent function within Service Manager for the Solution Text - he confirms that in  the old Supportworks, he had a column named “Solution Text” which allowed him to see the latest update – either by the Analyst Owner, or the customer:  However, Hornbill is different and at best he was only able to get the last updated information.

I don't think this is possible, but he has asked If the last entry in/on the timeline could be captured into a column, as it would prove extremely useful.

Alternatively is there anyway to easily see the latest update to a request without having to scroll down to the Timeline?

Many thanks

[Deen]

@Adrian Simpkins if you want to see the latest update to a request you can order the timeline by the following options.

 

[Steve Giller]

@Adrian Simpkins However: If you mean you wish to see a timeline update in the Request List View, no, for the same reasons the Request Details are not in the list. This would be a TEXT field with no restrictions on length  - if you visualise an email that the AutoResponder has applied as an update, that contains a chain of replies (each with a lengthy disclaimer) you will see how that would be impossible to display in this view without completely breaking it.

[Adrian Simpkins]

Hi Steve / Deen,

Thanks for the updates, I did think it would not be possible - I will check to see if the User has set his timeline filter incorrectly.

Many thanks as always !