ShalilK

OK, will update SM on Monday and hope our issue is resolved. Thanks.

Hello Victor, the original error mentioned in this article is generated via the 'Request' link. The following error occurs via the 'Task to Resolve Call'

Sorry for the delay in responding Victor. I cannot get hold of the analysts to see for myself the exact steps they follow to generate the error. I will come back to you as soon as I have managed this.

That's brilliant Steve! That should suffice to fulfill the audit requirements. Thanks for the detailed explanation and the sample report. Shalil

Steve, the request is placed on hold via the Pause button manually rather than through the BPM (as per screen shot). So, I need is to capture the date, time and the reason when 'Pause' button is clicked. The details appear in the timeline. However, I need to capture the details for Audit purposes why a request was put on hold and for how long. The standard reporting on the Request does not include any related fields to retrieve this information. My thoughts were to trap the manual Pause event in the BPM and retrieve and store the information in custom fields which I can get to in the Request reporting table. I hope this makes sense.

Victor, the collaboration users only see the tasks assigned to them (as per the attached screen shot) in Service Manager. Yes, they click on the 'Task to Resolve Call' link to open the task. I believe that is when they get the privilege error. Let me know if you need anything further. Thanks

Hi, in reply to P.Nordqvist's issue Hornbill have suggested a fix will be available in the next Service Manager update. We require the fix now as it is affecting all of our collaboration users. They are unable to resolve their tasks and, therefore, the issue is having a serious impact on the SLAs associated with the service request.

Hello, Service analyst set up as a collaboration user is suddenly getting an insufficient privilege error; User profile; No changes to the user profile has been made. Can this please be investigated? Thank you.

Hi, Is there a way to capture the standard On-Hold event for a service ticket in Service Manager within the BPM and retrieve the associated date, time and reason text to save within custom fields for recording purposes? Thank you.

Does the Hornbill Service Manager licensing (full analyst and collaboration users) cover the use of mobile applications or is there a separate charging policy for registering such users to use these applications?

Thanks Victor, our comments crossed at the same time!

For now, your fix works. You commented that any future upgrades will undo the fix. Until a permanent fix is in place, we won't be able to upgrade without reintroducing the bug.

Victor, there is an issue if I create and assign the custom role as detailed above. Assigning the custom role takes up a full Service Manager subscription licence. Barnet have purchased a set number of collaboration licenses and full Service Manager licences. We have already maxed out on the full licences. The collaboration users are not able to login if the custom role is assigned. The following message is displayed organizations subscription level for this application has been reached. Please advice how this issue can be resolved.

Victor, fix has worked. Thank you. FYI the working request is SR00002736. I will wait for the services to confirm all is well again over the next day or so. Can you please give me a brief update as to what was fixed?

Further information: Request closure woks for out full service desk agents who have the 'collaboration role', 'incident management user' role and the 'service request user' role. It no longer works for collaboration users who have just the 'collaboration role'.

Hello Victor I agree, one user did not have the support team assigned to them and work flow errors occurred after task closure. The user now has the support team assignment and the issue of parent request closure is still there (work flow errors being fixed after team assignment). I have just now created request SR00002735 for you to investigate.

Our instance has been upgrade to the latest release of Service Manager. Since the upgrade, parent requests are not being resolved when the corresponding child task has been resolved by a collaboration user (assigned the collaboration role). The child task gets resolved, however, the parent request remains open with resolution timer still active. This now has an impact on SLA's not being met even though the request (task) have been physically completed. Is there a fix/solution to the issue or do we have to have our Service Manager instance rolled back to the previously working release. Thank you Shalil

James, the change would definitely work for us. Do you have a time frame as to when this functionality would be available? Martyn, thanks for your input. I will look into the solution you have suggested. Regards Shalil

Hi, I have had no replies to this query. Is this possible in Hornbill and/or is there an example BPM for this or something similar? Thanks

Hi, I would like the customer to be e-mailed when a ticket is placed on hold that includes the reason text in the e-mail. Similarly, the customer to be e-mailed when the ticket is resumed. Does this need to be designed in a BPM or is there a global configuration option that can be set to enable this?

Martyn, all working! Values had reverted back to defaults somehow. Thank you.

Martyn, I have changed the translation text for the buttons. However, the default values are still being displayed. Do I need to set some configuration value to pick up the translations? Thanks

Hi, Once a request is resolved, the customer has the option (buttons) to accept or reject the resolution. Where within Hornbill is this configured? I need to change the text/colour of these buttons. I attach screenshot example in our environment. buttons.docx

Victor, thanks for explanation. I will manually close all requests that should have been auto closed. I will monitor situation and post again should the problem arise again.

Can I please have a status update on this call?