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Just customize your change to have the activity control appear on one of the tabs.
You can do this by customizing "sub types" - read more in our Online Aid:
http://www.sysaid.com/help-page.htm?helpPageId=4128&helpPageName=SubTypeEdit.htm&edition=2&version=v9.0.53&Admin=Y&productId=1
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Sure, just use the query builder in the escalation rule and select:
"Assigned to" is none
It may appear as "process manager"
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Hi,
Make sure the Problem is "active".
It should suggest you the related problem as soon as you select the first category - based on existing active problems with the same category.
Once you narrow the choices down as you fill in the sub category and third level - the suggested problems will be fine tuned until only full matches are found.
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Hi Donni,
The new RDS should be available in a cloud release in a few weeks from now - scheduled for Feb.
The on premise edition will be available later during 2013 - we just released our latest on-premise release (9.0.53) a few weeks ago....
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Hi godspeed,
Here is an idea from the top of my head... (their may be better ways.... I promise to check and update you !)
You could add a custom field to the phone call form with a default value to represent that it came from the phone call form - you can either hide the field, or make it read only.
The regular incident form will not contain this field and this value - then you can build escalation rules and reports based on this.
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Hi,
It's in our plans , and will be available within the next 2-3 cloud sprints (expected during Q1 )
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It is coming soon.... In the pipeline.
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This indeed is part of our plans....real soon
It will introduce the option to build and push profiles that do additional functions.
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You can set this up under preferences - account defaults
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Yes - it will be available in the minor release real soon !
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Yes - we are finalizing a minor release that will fix this.
It will fix the cases where the old UI appeared in different cases, and it will set the new UI as default for all users when he checkbox is unchecked
However - the new UI is not supported in old browsers such as IE7 - so for them to be able to access the articles - their only result is the List UI
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Hi,
There are a few ways:
If you select the category in this report - it will give you the breakdown of sub categories - but you will have to run the report a few times - once for each category
You can also launch the report wizard and create a quick report on SR-s choosing the "Summary with Graph" report and group by sub categiry - I just tried it myself - and it gave me a chart and below a breakdown of the amount of SR-s per sub category
You can also probably customize the existing report to group by sub category - check the documentation on customized reports or consult with your account manager
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Hi mapleo,
They can be edited from within the customize form within the incident.
You will find a Dropdown to select the subtype you would like to customize
Regarding the incident templates and having the work like the request templates - we are working on standardizing this exactly like you posted....
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like you suggested - contact our support and have them check it out.
It should behave as you expect - and that is how it works on my installation :)
I am sure they will sort it out with you and anyone else that runs into this.
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These are all the pages involved :
New UI for admins : KBFAQTree.jsp
Old UI for admins : KBFAQ.jsp
New UI for end users : FAQTree.jsp
Old UI for end users : FAQ.jsp
Hope this sorts things out for you
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