Martyn Houghton Posted November 7, 2016 Share Posted November 7, 2016 We are approaching 6 months of using Service Manager live having migrated from Support Works. However my analyst are still logging into Support Works to use the search facility to locate historic requests and previous occurrences of issues. Though we have migrated a proportion of our previous request, the global Request Search does not search the content of the 'Historic Updates' linked to the request, therefore you can not locate references to the issue being searched for in either closed historic request or active requests transferred over. Can the indexer component linked to the global request being modified to include the historic updates as this will mean analyst no longer need to log into Support Works to find previous occurrences of the issue. Cheers Martyn Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 8, 2016 Share Posted November 8, 2016 Hi Martyn, Thanks for your post. We do have an existing change in our backlog to extend the searching to include the information in the Request Timelines. We will make sure that this works with the historic updates as well. This change has not been scheduled yet. I'll keep the post updated as it progresses. Regards, James Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 9, 2016 Author Share Posted November 9, 2016 @James Ainsworth Thanks for the update. The ability to search existing/previous requests include the timeline and historic updates is quite important requirement, as in essence our request history is our raw knowledge base. Cheers Martyn Link to comment Share on other sites More sharing options...
Keith Posted November 11, 2016 Share Posted November 11, 2016 @James Ainsworth I was just about to create a similar porting when I spotted this. During testing I realised that the search facilities do not encompass updates (or anything else to my knowledge) on the timeline. This is something that is a problem for us as we constantly search both active and historic requests for information within the request. Hopefully this is something you can get on your development board in the not too distant future. Regards Keith Link to comment Share on other sites More sharing options...
PSG Posted November 15, 2016 Share Posted November 15, 2016 Being able to search the Timeline is something that our Security / Risk / Compliance users have raised. They have raised that they often have to search for specific terms / servers / phrases which often appear in Work notes / Timeline. Are there any timescales, i.e. Q1 2017 for the implementation of this change? Thanks, Jamie (PSG) Link to comment Share on other sites More sharing options...
nasimg Posted November 30, 2016 Share Posted November 30, 2016 Agree definitely something we all need - useful to have a date (eg. within 90 days) Link to comment Share on other sites More sharing options...
James Ainsworth Posted November 30, 2016 Share Posted November 30, 2016 Thanks for your continued feedback. Although this has not yet reached our development team in order to provide a delivery date, the interest in this post about the searching does allow us to review and progress the change accordingly. We will continue to update this post as it progresses toward development Regards, James 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 16, 2016 Author Share Posted December 16, 2016 @James Ainsworth Just to give some furhter content to the requested extension of the Global Request search to include timeline and historiic updates, this is the most common question we get asked again and again by our 2nd and 3rd Tier Analysts. They are still opening up Support Works to do the serch of historic records to try locate previous occurrences of the issue/error, even though it will be in the both the requests we transfered over and in new requests since we migrated, but they cannot locate it with the current search capabilities. Cheers Martyn Link to comment Share on other sites More sharing options...
Dave@crown Posted December 21, 2016 Share Posted December 21, 2016 We have just gone with Hornbill and I agree it would be so useful to have a search in the timeline. It would be handy if in the view you could add 'I am a member off' instead of flicking through all different views. And if a call has been updated an email to be sent to all the members. Apart from that Hornbill so far is doing what it should be. Link to comment Share on other sites More sharing options...
Keith Posted December 22, 2016 Share Posted December 22, 2016 @Dave@crown It's really interesting that as a fellow recent convert to Hornbill your experiencing most of the same issues as my team. Searching the timeline is critical for us too especially with regards compliance (our auditors will not be happy). I could probably live with searching a reduced set of data if this woudl ease the system impact concerns. What we particularly need is search of updates and emails. We also desperately need the ability to notify a user when there is an update to the request. We can not expect them to go to the portal to check. As a result we are having to use the email function constantly for user communication which is counter productive as it seems to further reduce the users likelihood to use the portal since they just reply to the mail. These two issues in particular seem critical for all users of Hornbill. Link to comment Share on other sites More sharing options...
nasimg Posted January 4, 2017 Share Posted January 4, 2017 Its been just over a month since the last update from Hornbill - useful to know whether this has got to the development team yet. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 5, 2017 Share Posted January 5, 2017 Hi @nasimg This change is not with development as of yet. I will be sure let you know once it progresses. Regards, James Link to comment Share on other sites More sharing options...
PSG Posted January 12, 2017 Share Posted January 12, 2017 I cannot emphasize enough how important it is that we have the ability to search for key words within timelines. We are heavily audited with audits scheduled for later this month and during April. It will prove incredibly difficult for us to provide the evidence required to satisfy our auditors requirements if this is not in place. Please can this be escalated. Thank you. Julie Mills Link to comment Share on other sites More sharing options...
Melissa Gurney Posted January 13, 2017 Share Posted January 13, 2017 I would just like to add that this is something that has been asked again and again by a number of our first and second line support teams. A number of our teams require the ability to search for items in the timeline and find examples of where issues may have happened before. The search functionality at present is very limited. Thanks, Melissa Link to comment Share on other sites More sharing options...
PSG Posted March 9, 2017 Share Posted March 9, 2017 Hi @James Ainsworth, any update on this? Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 9, 2017 Share Posted March 9, 2017 Hi @PSG We are now at a stage where development are looking at the ability to include Request Timeline information in the Global Search. It is important to point out that the original topic started with the searching of the history on requests that were imported from Supportworks, so this thread is discussing two slightly different topics. We are starting with the Timeline search and we are still investigating the searching of imported requests. For the searching of the Timeline from the Global search I am hoping for some news over the next week, at which point I can provide a better estimate for completion. However, performance and testing will be an important part of this feature so it is still possible that it takes longer. I will keep you posted. Regards, James Link to comment Share on other sites More sharing options...
Keith Posted March 10, 2017 Share Posted March 10, 2017 @James Ainsworth Great to hear this is being looked at. This will be a big help!! Regards Keith Link to comment Share on other sites More sharing options...
PSG Posted March 14, 2017 Share Posted March 14, 2017 thanks @James Ainsworth, that's good news. will keep an eye on here for updates. Regards, Jamie Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 11, 2017 Share Posted April 11, 2017 I'm pleased to let you know that in the next update of Service Manager (946) includes a new Search Tools feature within the Global Search for Requests that will provide an option to select the Timeline as the search area. When the Timeline option is selected this will also return results from Historic Requests which were imported from Supportworks which will be displayed on a separate tab. More information about the Search Tools on the Global Search for requests can be found here. Link to comment Share on other sites More sharing options...
Martyn Houghton Posted April 17, 2017 Author Share Posted April 17, 2017 @James Ainsworth That will help a lot. Look forward build 946 being released. Cheers Martyn Link to comment Share on other sites More sharing options...
Keith Posted April 19, 2017 Share Posted April 19, 2017 @James Ainsworth Sounds good! I look forward to trying this in the next release. Link to comment Share on other sites More sharing options...
Victor Posted April 19, 2017 Share Posted April 19, 2017 Next planned SM build to be deployed is currently 954..but this can change We usually refer to next build/update in live instances as any build "greater" than current... so in this case the timeline search feature will be available in SM build > 944. When James advised on the next update the current build at that time was 946, however this changed since... so best to use "greater" than, to avoid number confusion Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 19, 2017 Share Posted April 19, 2017 As mentioned early in this thread, we wanted to make sure that performance was suitable for this feature and that large searches would not impact the use of Hornbill. Our initial tests in a live environment have highlighted that there are some performance improvements needed before we can make this available. This does mean that it is not likely to be included in the next update. I will keep you posted on our progress. Regards, James Link to comment Share on other sites More sharing options...
Victor Posted April 20, 2017 Share Posted April 20, 2017 @all - To confirm, the new functionality - the ability to search request timelines from global search - is not included in the latest SM build (954) deployed to live instances this morning. Most likely it will be introduced in the next update. As James suggested, we need to overcome some performance challenges before we can safely make this available. Link to comment Share on other sites More sharing options...
Keith Posted April 20, 2017 Share Posted April 20, 2017 @James Ainsworth @Victor Thats a blow! I have a meeting next week regarding compliance due to an inability to search the timeline. This would have been great timing. Separate topic, but I understood that custom status's would also be in this update and they don;t seem to be there either. These were the two key features we are eager to get hold of. Link to comment Share on other sites More sharing options...
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