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  1. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
    5 points
  2. @Steve G - the tool worked perfectly, thank you. Saved me a ton of time and a lot of headaches... @ArmandoDM - I've cleared the cache and it now seems to be working, thank you.
    2 points
  3. To conclude this thread, it appears the issue happens when the value for mail.outbound.spfCheck.originDomainInclude system setting is changed. This setting was intended to be read only and should not be available for editing. This will be corrected shortly. Meanwhile if anyone experiences this issue, check the system setting and ensure it has the default value.
    2 points
  4. As per title you might experience connection issues to your instance due to issues with Virgin Media. Will post updates as soon as we know more.
    1 point
  5. Hi @Adrian Simpkins We have applied a patch so you should now be able to download these files in the service and customer portal in Internet Explorer now A full fix for this issue will be in the next document manager release Thanks Trevor
    1 point
  6. Hi @Adrian Simpkins We've identified the problem here and are currently working on a fix for it Thanks Trevor H
    1 point
  7. Hi @Adrian Simpkins Will have a look and see what the issue is here Thanks Trevor
    1 point
  8. Any news on this email template search please? We now have HUNDREDS (at least) of email templates and selecting the correct one isn't easy at all!
    1 point
  9. Hi @Alisha Thanks for your time on the call earlier. Just to round this off for anyone who is following this thread, the issue was that a number of requests had been Closed - but their Business Processes had not been completed. This typically can happen if using the bulk update function to resolve/close requests, when their Business Processes are expecting additional actions (for example awaiting an owner). Because of these processes were still ongoing (despite the tickets showing as closed), it meant that they weren't showing on the report I created - and the reason you could not d
    1 point
  10. Correct. No, the "do-not-reply" is for testing the connection only. And most likely won't work (the test) if you encounter the "SendAsDenied" error. But this only affects the test, if you know the SMTP connector works otherwise, you can set it as is, ignore the test, and it should be working. Basically, in "SendAsDenied" circumstances, the test is not relevant. There isn't much to say here, we basically use the connector you have configured to connect to the SMTP server. We connect to it then, we instruct it to send the email and we wait to see what the SMTP did. In this case t
    1 point
  11. Hi @Alisha Can you send me a copy of the report with your amendments and I'll take a quick look for you Kind Regards Bob
    1 point
  12. Hi @Steve G Thanks for this...it's going to save so much time! And thanks for the reminder to do a dryrun first...hitting that 'run' button is always a scary moment!!
    1 point
  13. Hi @Paul Alexander, We've just released v1.12.0 of the cleaner tool, which allows you to add more complex filters to filter the assets for deletion by. So for example, if you wanted to delete all assets that have a name of YourAssetName, you would apply the following filter in the new AssetFilters array: { "CleanRequests": false, "RequestServices":[], "RequestStatuses":[], "RequestTypes":[], "RequestReferences":[ ], "RequestLogDateFrom":"", "RequestLogDateTo":"", "RequestClosedDateFrom":"", "RequestClosedDateTo":"", "CleanAssets": true, "AssetClassID": "", "AssetType
    1 point
  14. Hi HHH, I've not tested this, but as Activity due dates accept variables for the dates, you should already be able to use this Cloud Automation for calculating your activity dates based on another date.
    1 point
  15. Actually...just realised I can take ownership of the whole category and do it that way.....sorry!!
    1 point
  16. Hi @AlexTumber Any news on this please? I need to alter some categories on a timesheet where the owner is on holiday, and I can't do it... thanks Paul
    1 point
  17. I don't know about Hornbill but with experience from other systems these things run at a schedule looking at did it happen "now" so don't set date in the past or too close in the future. I usually set it 30-60min ahead and so far it's worked as expected.
    1 point
  18. Hi Steve I had no condition set against the VIP priority so i think that was causing the issue, added it now and run a test and it has assigned the expected Priority level 1 now as defined in the BPM I realised this after posting and having a think last night, so my apologies
    1 point
  19. Being able to select the default view when opening the Service would definitely be really useful, so a +1 from VINCI too
    1 point
  20. Hi. Is there a way to make the service page, within the employee portal, to show the FAQs as landing page by default - if the service have FAQs? We would like to make our users to be aware of the FAQs prior to raise requests and, from what I've seen, when we open a service page, it lands on the "Make a request" page. Thanks Alberto
    1 point
  21. We have a page that was designed by myself but we now need to put a page in front of it, I can create the sub-page but I was wondering if you copy the details to a new page so that you don't have to do the branding boxes information again..... I can only hope as there a LOT of links
    1 point
  22. As of the last Service Manager update (Build 2030) the following asset fields have been added. Computer System Computer Information Last Sync Hardware Information PSU1 Serial PSU2 Serial Number of Power Ports Number of 10 GbE Ports (can be 2, 4, 8, 4/2 etc so not always numeric) Number of 1 GbE Ports – (can be 0, 4/0, 8 etc so not always numeric) Number of 1 GbE MGMT Ports (can be 0, 1, 2 etc.) Operating System Information Operating System Expiry Date (Date Field) Software Software Information License Coun
    1 point
  23. Use of snippets can be restricted to a limited degree - they can be made available for Email and/or Resolution, and shared with the Creator only, one or more Teams, or one or more Services.
    1 point
  24. So we have a few departments that use the @xxxxxx functionality within Service Manager and on the whole it works great but we are sometimes struggle to see the wood for the trees as they get swallowed up with the notifications about requests etc. Would it be possible to move the mentions to the side bar like tasks, chat etc? e.g. as below, with a rising count of mentions that you haven't seen.
    1 point
  25. Hi James, I believe that Snippets are offered out to all full Users of the system, and from viewing the Role profile for Incident and Service Request I could not see anything within the Role relating to Snippets (I though perhaps you could make a custom role without the Snippets functionality). I can only presume the Snippet function is built into one of the Roles within a Role profile - perhaps someone else may have a solution Many thanks Adrian
    1 point
  26. @Darren Rose @Paul Alexander Thanks for the posts. I've had a look and it looks like we unfortunately have some translation strings missing here. We'll get this corrected in the next build of Service Manager. Following the next Service Manager build update you will be able to alter the content of these strings as needed: * user.view.serviceform.requests (Request Link Text) * user.view.serviceform.documents (Documents Link Text) Kind Regards, Dave
    1 point
  27. @Gerry Can the error message also be looked at in terms of the translation, as per our conversation with @HHH yesterday. Cheers Martyn
    1 point
  28. Further to this, I've tried updating the user.view.service.documents translation, but it's not being picked up on the Employee Portal?
    1 point
  29. Hello Everyone The latest build of Hornbill Admin Tool (1299) has been released to live. Change Log for this release are as follows: New system - org structure - users: add ability to create a new user using a user template.add "support" tile to landing page. This new view will show current subscriptions and ability to grant an access passcode for Hornbill Support when needed.Change system - email - routing rules: add ability to filter rule list by rule name (changing rule order is disabled when filtered)system - org data - users - user view: remove support for gender field. This will now
    1 point
  30. Hi @Alisha Glad the last report worked for you. Thats a good question, as it can be difficult to quickly establish which requests are stopping a Business Process from being deleted. I have attached a new report for you to try which should show you: All tickets with a status of "Resolved" that are using a Business Process with a version that has since been updated If you still can't delete the Business Process after identifying and closing the tickets, it may be because there are tickets that has a status of "New", "Open" or "On Hold" as well - in which case the reporting filt
    1 point
  31. We have determined the root cause and are currently working on a fix for this.
    1 point
  32. @lee mcdermott Possibly, I'm currently looking into this and will have an update for you shortly.
    1 point
  33. Hello Everyone The latest build of Hornbill Collaboration (54) has been released to live. Change Log for this release are as follows: Change CHANGE: Co-Workers List - User Type filter is now persistent - Requested in: https://community.hornbill.com/topic/19416-default-co-workers-search/ ( requires also a change in the UI)User profile - removed gender fieldFix Added missing Portal strings ( https://community.hornbill.com/topic/19417-translation-string-missing )Added missing translation string - raised in forum post https://community.hornbill.com/topic/19417-translation-string-missing/Reduce
    1 point
  34. Hi @James Gallally it appears the routing rule was the issue here. Let me know if you have any more questions.
    1 point
  35. Hi @Alberto M, I understand your request and it does make sense. I will attach your request to the change we have and it will be taken in consideration when time comes. Thanks, Daniel.
    1 point
  36. Thanks everyone for your continued interest. I am looking at some more functionality around knowledge. I'll make sure that you are connected to the changes and I'll update here as we progress. Regards, James
    1 point
  37. Hi Shamaila, Even when a report is scheduled, the option to run a report is still available. When the run button is clicked on, the report will be added to the Report History tab. Hope this helps, James
    1 point
  38. @Shamaila.Yousaf Any specific reason the scheduled one needs to be run when there is the option to run manually within the report editor?
    1 point
  39. Hi @7oaks, the system is calculating your target based on working time hours as specified in your working time calendar. To help convert working days into working hours, you can use the sheet attached and enter the values into your targets accordingly. An example of this can be found in the wiki extract below: Example: If you have a target that you advertise as 5 calendar days, you need to determine what this equates to in days, hours, and minutes in relation to the hours defined in your Working time calendar. 1) Begin by multiplying your target (in calendar days) by t
    1 point
  40. Hi Jeremy, Unfortunately there is no such functionality. We will soon release a new feature called Pages Manager where you will be able to manage in one view how all pages work, but it still doesn't have an option to duplicate a page. I'll add it to our list of TODOs. Thanks, Daniel.
    0 points
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