FAQ
To view the timesheet of another assignee, you must go to :
Menu: File, Reports and Statistics, and then choose: Activity Timesheet.
The partial or complete contents of a result list can be exported in Excel format.
These rules in place only concern Incident and SR. Tasks and their activies are not considered to mark request unread (in bold). When a new activity, like an email communication for example, is added to an Incident or SR, it will appear in bold.
Go to Tools > Reference data management.
Open the General > Teams nodes.
Select the required team and lookup the number in the Team # field.
When you export a list of data into Excel and that list contains the column Total work, you have to modify the formatting of the cell to be able to perform calculations.
To search for incidents/SRs that have been reopened
Here's an example of the advanced search criteria:
When the request is resolved and the user who is in Follow-up is part of the Group to which the request is assigned after the resolution, the user of the request becomes the one who is in Follow-up.
In Octopus 5 the global search is based on the same criteria as the search in the Octopus Windows version. But the research is done on several modules at once.
The following table shows where the search is made based on the module.
The Service Desk is the unique point of contact for the users for incidents and service requests. Conceptually, when an incident or a service request is resolved, it comes back to the Service Desk to validate if the user is satisfied and agrees to close the request. This is why Octopus routes the...
If you receive a proxy error when starting Octopus, you must modify your proxy server configuration to NOT authenticate outgoing connections to our Octopus-itsm.com servers IP
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