Ralf Peters

Hi Gareth; i did it slighly different : i use a "template" .json file with the details Bob mentioned , instead of using the filter section i use the DSN section. i wanted to only archive the one user of my leavers process , not every disabled account . i used this in the .json file: "Filter": "(objectClass=user)", "DSN": "replaceme", then in my powershell script i set "replaceme" with the distinguished name . something like this ( please test if you going to use any of this ) Powershell: import-Module activedirectory #checks if file exists and deletes it $FileName = "C:\LDAP_Import\new_delete.json" if (Test-Path $FileName) { Remove-Item $FileName } # get the ad account details $a = get-aduser <leavers samaccountname> $b = $a.distinguishedName #use template delete.json , replace "replaceme" with ad details and write to new_delete.json file, then run batch file to delete if ($b -ne "") { [System.IO.File]::ReadAllText("C:\LDAP_Import\delete.json").replace('replaceme',$b)|sc C:\LDAP_Import\new_delete.json if (Test-Path $FileName) { C:\LDAP_Import\User_delete.bat |out-null } } end of powershell batchfile : c: cd C:\LDAP_Import\ C:\LDAP_Import\ldap_user_import.exe -file=new_delete.json as i said , test in your environment before using this , hope it give you some ideas. Thanks Ralf

i do that as part of our leavers process, i use system centre orchestrator runbooks for our leavers process , i just create a powershell task that uses the new LDAP script to set the user as archived , i use the same functionalty to add new users to service manager.

we too would like to be able to view Customers call history, could we have another tab for this on their profile page showing any call that has been raised regardless of status ? Thanks Ralf

Hi Daniel, thank you very much . that was quick !. Ralf

Hi Dave, thanks for the reply , it turned out to be a particular PC issue and not an Analyst issue after all. Ralf

I have an Analyst that cannot take calls of hold but can put calls on hold . I have compared Role assignment , membership to various groups in the organisation -- all the same as for other analysts that can take calls of hold IE 11 or Chrome Browser didn't make any difference . is there any other setting i can check ? Thanks Ralf

Hi Daniel, For us it would be best if it only effects the current activity i have open , always start with unticked . Thanks Ralf

Thanks Daniel for the reply, bit enoying for us they way we use them , was hoping for defect

I am trying to understand the "follow up" option in activities. It seems like this is like an on/off switch . If I complete an activity and want to set an reminder for myself i tick the follow-up , i get another pop-up to select the date -- all good so far. Now when i open another activity the "follow-up" option is already ticked . Is this intentional , I thought it would only effect the activity selected ? Thanks Ralf

Hi Steven, is this anywhere on the timeline yet ?? Thanks Ralf

i would be interested in something like this as well . I see the same problem where a call has been resolved , the task action not completed and the BPM stopped at that point . Thanks Ralf

Hi Gerry, that would be great to have the history available Again this morning another update ( or is it the one from yesterday afternoon ?? ) , looking at the "Lastest Changes" list , to me it looks like nothing has been added ?? Thanks Ralf

We are using "services" to display the Service status for areas like Exchange, Citrix .... on our service.hornbill..... portal -- basically using the traffic light system to give Users an idea if systems are impacted . I just created the service, didn't create any catalog item and this seems to work fine on the service.hornbill.... portal, users can see the service status display but cannot log any tickets against it. If an Analyst is logging a ticket through the live.hornbill.... portal, when it comes to the part where they select the service, it shows all these services and allows them to log the ticket against them. My question: how can I hide these services from the Analyst so they are not able to log any call against them? I tried setting the "supporting Teams" section to a group that is out of their scope but that didn't make a difference. Any ideas welcome Thanks

I am feeling the same here: There was an update waiting this morning and then another one just now after lunch . Looking at the "Last Changes" list i have no idea what's new . Can we have a date or version number next to the list items maybe ? Thanks Ralf

Hi, can somebody please tell me with setting switches of the tapping noise ( beak on screen -- i assume) you get sometime when you log into the live portal Thanks Ralf

Hi, Just wanted to check if there is an ETA for fixing the progressive capture problem when using custom forms, the problem were when used through the live.. portal it skips all custom forms until it stops at the last one. It works ( step-by-step) when triggered through the service.... portal. we were told during the switch-on that this was a known issue, just wanted to know if there has been some progress ? Thanks Ralf

Hi Daniel, It looks like as if the misaligned portal page image has come back with the latest upgrade , the writing is not centred anymore ? Thanks Ralf

Hi Paul, you are correct ! i did upload my user data , including the manager, via the LDAP import utility and that allowed for Basic users to be assigned as managers. When i now try to change it manually , i have the same issue , it only lists USER accounts . Ralf

Hi Paul, i am able to assign a Manager to a basic user in admin 2.0 , it's under the home>System>Organisational Data>Users iAbout Tab ? Thanks Ralf

seeing the same thing Thanks Ralf

Hi Victor, thanks for the reply , we thought that would be the answer so we are doing something similar like you are proposing . Thanks Ralf

Hi Steven, i had a look at the new Activities View, i seem to see less items in that view , for example i have created a task (owner) and assigned it to a group i am not a member of. In the "old" view the task is listed , in the "new" view it's not . i can see how "Activities" could almost handle scheduled task , but you rely on the user to correctly use the follow up feature . Also some Analysts are very keen on their call statistics and scheduled calls would bump them up , activities wouldn't count . On a side note : for a supervisor is it required to be a member of all groups they manage to have visibility across all teams ?? Thanks Ralf

Hi, we have development requests , after being assigned to a developer , requires them to estimate the time it will take to complete the task , before the business process continues. if it is over a certain number of hours it needs to be authorised by X otherwise Y can approve the hours, and we are happy to create another human task/authorisation against that user . So we have created a human task ( call it "add estimate" ) with options of completed - not completed and prompt the User to put the estimate time into the time spend capture of the task . what we cannot work out is how we can refer to the entered time spend ( the estimate) in a decision node , if it is possible at all ?? Any ideas ? Thanks Ralf

we too use a number of scheduled task in supportworks for database checks , server room checks ..... , we have a call origin of "scheduled" on which we can perform searches , we attach checklist to calls and record spent hours against them so we really would like them implemented too .

Thanks James, we'll work with that one, just have to hit the "most helpful" button a couple of times to get it to the top , so user actually find it and it's not burried under the <more> section.