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J_Tamburrini

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Posts posted by J_Tamburrini

    Ticket Request Actions

    in Service Manager

    Posted

    47 minutes ago, Steven Boardman said:

    @J_Tamburrini strange 1131 for me too.  

    Could you confirm which browser you are using and if you see the same after refreshing the browser cache?

    More info on these options is available on the wiki here:

    https://wiki.hornbill.com/index.php/Multi-Select_Actions

    Still no Joy for me , we are using chrome due to SSO.

    i have cleared the cache and closed the browser. also i have turn't  off  the following

    • Globally remove the Service restriction by disabling the following system setting > com.hornbill.servicemanager.requestList.restrictions.service
    • Globally remove the Request Type restriction by disabling the following system setting > com.hornbill.servicemanager.requestList.restrictions.type

    Ticket Request Actions

    in Service Manager

    Posted

    1 minute ago, Steven Boardman said:

    @J_Tamburrini a couple of those should already be there for you:

    * Update

    * Resolve / Close  (You will only see the close option for requests in a resolved status)

    As well as 

    * Add to Board

    * Change Priority 

    image.png 

    We have a story for allowing bulk cancellation and i will add you as interested parties. 

    If you are not seeing the latest options as shown below are you on the latest Service Manager Update?

    We definitely don't see that .... we are on build 1131 with no more updates available.

    That would be a good starting point if then the others could still look to be added in and as new feature :)

    Thanks

    JT

    Ticket Request Actions

    in Service Manager

    Posted

    Good Morning all,

    Another feature request from my guys has been a way to add in more functions in the request actions as seen below

    The only options you get is to assign

    They would like the options:

    * Close/Resolve

    * update

    * Accept

    * On-hold

    image.thumb.png.d2a885ec1aff4ad20a0566ecde57d88e.png

    Drag and drop emails

    in Service Manager

    Posted

    image.png.e78e2a5b858a1bd17c65b144c3c0b0d8.png

     

    Good Morning Guys,

    Here we are for another Monday morning so yet another week of questions:blink:

    Do we know if there a way do we know of dragging emails into the above upload box?

    I get new new starters forms in my personal inbox that i log cases for and thought it might be easier if i could just drap and drop the original email into the case. :)

     

    Regards

    JT

    User Permissions

    in Service Manager

    Posted

    Morning all,

     

    Another one relating to permission is anyone has come across it ?

    We have a custom role that works for 2 out of 4 guys...

    image.thumb.png.9c6118e0883539c230b93c6b94cdbbf1.png

    when they try to log an IR it fails over on the point where they have to select a Service but it works for me and another team member?? we all share the same permissions. any help would be great :wacko:

     

     

    image.png.d9a342434d7ee1c93b2d341850ba2e3c.png

     

    User Permissions

    in Service Manager

    Posted

    Good Afternoon all,

    Please can someone advise what and where i can find the permission to allow my staff to reopen a resolved case.

    Also the ability to Cancel a ticket.

     

    i have been looking at https://admin.hornbill.com/carterjonas/accounts/roles/

    and under a modified role for Incident Management users searching the Data base rights under h_itsm but from here i got lost and confused as i couldn't see anything obvious to select

    thanks all

     

    and happy Friday!!B)

     

     

    Service Portal

    in Service Manager

    Posted

    Good Morning All,

     

    Does anyone know if there is or will be an option on the service portal to search for documents using tags?

    The My services search bar works really well so i was looking to see if the My Documents had any plans to also have this feature

     

    image.thumb.png.77e758df48a087c752815575896cb02c.png

    • Like 1

    Close all Tickets in one go

    in Service Manager

    Posted

    Afternoon All,

    Does anyone know if its possible to use the tick box on all open cases to select them all , then to close them down in one go.

    I'm trying to clear down all the test calls before we reset the counter back to 001 as we are going live in the next few days,

    image.png.b6b1c6593fe7dab639422d1a82f88d5d.png

    Application rights

    in Service Manager

    Posted

    Hi Thanks @ArmandoDM

    Thats what i have done, i created a copy of that role. and created my new one e.g Asset TEST

    but we want to strip the application rights down so they only have view only rather than the option to create a new assets as the original one suggests

    Asset Management User

    "This role is for an Asset Management User. It includes rights to define new and edit existing Assets as well as being able to add detailed Asset information."

    hope that makes sense , i just couldn't see where the Application rights are stored , i assume they are preset and locked down deeper in the system tables somewhere?

    Application rights

    in Service Manager

    Posted

    Afternoon All,

    can someone advise where you would create or configure / copy and amend the application rights.

    specifically we want the service desk to search and view CI's to find service tags and IEMI's ect...without the ability of creating new ones

    we want to be able to copy or edit the following app right

    I'm happy to copy this role but cant work out where the app rights are held or created.

     

    Anyone had this issue ?

    image.thumb.png.34baabe7cea9698e0f2b77764e2ac635.png

     

     

    image.png

    BPM process error

    in Service Manager

    Posted

    yes I'm sure i did as I'm on version 35 now as i have tried all possible outcomes other than scrapping it and starting again

    It needs some work as i can see that i need a specific outcome on each task. i think we are making some head way with it this morning but once i crack this BPM im sure i will be able to cobble together new ones in no time.  ( its just taking some time to get my head around this one)

     

    BPM process error

    in Service Manager

    Posted

    However i cant get it to move onto the next set of stages once the call has been assigned i get an error, i think its because i have them set as human task without an auto task before them. (I'm sure that's the problem) 

     

    image.png.3c18cba58388e502466e8dc6f346e902.png

    image.png.7ce69cf6d61d2702596424a760fbf9e2.png

    image.thumb.png.6dd3e90e1931d4fd49eb6c35cb6778f2.png

    BPM process error

    in Service Manager

    Posted

    Hi all,

    We are getting an error when trying out our new BPM process for New starters.

    In its basic form the with classification and fulfillment it worked but since adding in new stages the classification is failing to assign to an owner.

    Is there anyway i can upload the process definition file for someone in support  to take a look at?

    BPM Error.PNG

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