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Hornbill Product Specialists
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About NadeemMazhar

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    Product Specialist

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  1. VIP/Executive customers

    Hi @JBasey You can store up to 8 custom attributes against a user record. You can mark that a user is a VIP using one of the attributes ie Attribute 1 (you can rename this field). If you go to the admin tool and select a Progressive Capture, if you select the customer search node, you have the ability to display additional fields. In the dropdown as per my screenshot, if you select the attribute that has VIP information, when you log a new request, you will see that attribute displayed on the screen. In terms of alerts, you can set within the underlying Business Process, by using Get Request Information node and selecting Customer Details, a branch that you can use a custom expression. Within the custom expression, you can state that if the attribute contains the word VIP, then the next node in the workflow will be an email notification to the Request Owner or to a Team. Hope that helps Nadeem
  2. Asset Already Exists?

    Hi @Michael Sharp, Are you creating the assets manually or are you creating assets via the use of asset imports? Kind regards Nadeem
  3. FAQs

    Hi @Prathmesh Patel, Within the application, if you click on the application Service Manager, and select a Service where a FAQ is stored. If you go to the FAQ tab, you will see a list of FAQs that have been created, with the respected stats which include likes, dislikes and views. Currently, we cannot view who the FAQs have been read by. Kind regards Nadeem
  4. Where does publish to portals data go

    Hi @AndyColeman Hope you are well and many thanks for your forum post. Please see below the answers to your questions: 1. When in a Problem ticket and you select Publish, where does that data go? Is it searchable and where do analysts go to find the potential workarounds? With regards to Problem ticket, as long as this is associated to a Service, when you click publish and enter the relevant information, it will create a new tab called known issues within the Service page in the customer or service Portal (as long as the request is open). This can be searchable as shown in response to your second question below. Further information can be found here: https://wiki.hornbill.com/index.php/Publish_Action_Item 2. Knowledgebase - I appreciate you have a new FAQ which looks very good but is there any searchable knowledgebase facilities anywhere in Hornbill so if someone typed the words 'P Drive' they could find anything related to that term. In the home page of both the Customer and Service Portal, you have the search bar as shown below: If you type the search term, this will bring up all the results relating to the term you have inputted. In my example below, I have searched for published, and this has bought up results which incorporate the word published in there, and this could either include FAQs or Requests that the customer has raised. Within Hornbill, knowledge and information is stored in several areas, be it a Workspace, a document, within an Organisation record, a Request timelime and many other examples. For Analysts within Service Manager application, using the Global Search Bar should allow for searching for anything related to a term. In Hornbill, you can search for specific terms within a Workpace or Request and search for Documents via tags. Further information can be found here: Global Search for Requests: https://wiki.hornbill.com/index.php/Global_Search_for_Requests Global Search Bar: https://wiki.hornbill.com/index.php/Getting_Started Document Tags: https://wiki.hornbill.com/index.php/Document_Tags I hope that helps and any further questions please do not hesitate to let us know. Kind regards Nadeem
  5. Create New Team within Service Desk

    Hi @Sean Burke If you go directly to the Service, navigate to the Supporting Teams field. In the search field, simply type in the first characters of the Support Team you wish to add to the service. In my example below, I am going to add the 2nd line team to the Service. When the team name appears, select it and click add. This will add the Support Team to the Service. Kind regards Nadeem
  6. Create New Team within Service Desk

    Hi @Sean Burke Is the team 'ITUK Networks & Security Team' subscribed to the Service you have raised a call against? Please ensure that this team is subscribed against the Service you have raised a call against. This will ensure that you can assign this team to that request. All members of that team will now be able to view the request. Kind regards Nadeem
  7. Create New Team within Service Desk

    Hi @Sean Burke , Are you, or the account that was used to set up the team, included as part of that team? In Hornbill, you can only view calls of the teams that you are part of. Kind regards Nadeem
  8. Using the Customer Portal

    Hi @SJEaton Have you made the Service visible on the Portal as per my example below? Kind regards Nadeem
  9. Using the Customer Portal

    Hi @SJEaton, The customer portal is applicable for use only by external contacts and organisations. These organisations must be stored under Customers in the collaboration area, as shown in my screenshot below: To enable external users to access the Customer Portal, please ensure that you add the external Organisation and Contact within your collaboration area. Please note that if you create the organization and associated users in the admin tool, under the Organisation Data section, it will mean that they will only be able to use the Service Portal and not the Customer Portal. Once the external contacts have been created, you are able to manage the user accounts in the Manage Portals area in the admin tool via Home>System>Manage Portals>Guest Accounts. Further information on creating external organisations and contacts, and managing the respected accounts for access to the customer portal can be found below: Creating Organisations: https://wiki.hornbill.com/index.php/Organizations Creating Contacts: https://wiki.hornbill.com/index.php/Contacts Managing Portal Accounts: https://wiki.hornbill.com/index.php/Manage_Portals Any specific questions relating to the configuration, please do not hesitate to let us know. Kind regards Nadeem
  10. Hornbill Service Manger Enhancements

    Hi Chris, You are able to see a list of all the features, enhancements, fixes applied to not just Service Manager but other applications via this section within the forum: https://forums.hornbill.com/forum/135-announcements/ Kind regards Nadeem
  11. Asset upload

    Hi @derekgreen Does Lumension contain a MY SQL or MS SQL database? The database import utility has the ability to connect to the following databases as per below: mssql = Microsoft SQL Server (2005 or above) mysql = MySQL Server mysql320 = MySQL Server v3.2.0 to v4.0 Supportworks SQL (Core Services v3.x) Thanks Nadeem
  12. Assets Upload via CSV

    Hi @Dan Munns Unfortunately, the CSV upload option is very much a manual process. If you do require automation, we do have the asset import utility which you can schedule periodic imports. https://wiki.hornbill.com/index.php/Database_Asset_Import Kind regards Nadeem
  13. Change service from Pipeline to catalog

    Hi @derekgreen, We are aware of this error message and we have released a patch to the latest Service Manager update last Friday. Please can you navigate to the App Store and update to the latest version of Service Manager. This will fix the error as displayed in your screenshot. Kind regards Nadeem
  14. Validation

    Hi @Sha Each Asset class has its own set of validation rules. In your example above, In your example above, Computer peripheral does not contain any validation rules, however if you choose another asset class such as Computer System, you will be able to validate. If you download the template file associated with this and populate this with the asset details, then it will be ready to upload. Select the Validation button as per my screenshot (screenshot1) below and you can choose which fields to validation on (screenshot2) Screenshot 1 Screenshot 2 Currently, we can only validate on the following asset classes: -Computer System -Mobile Device -Network Device -Printer Kind Regards Nadeem
  15. Catalog Items

    Hi @Keith , Certainly would have been beneficial during the discussions we have had during the implementation Please can you clarify the following: 'Switching from Services Requests to Change Requests midstream?' Kind regards Nadeem