[Change Asset Owner to a Role - not a User]

HI @James Ainsworth

Thanks for getting back to me.
We use the 'Owner' field to add our CTO, as he 'owns' all IT assets.  The 'User' field is then filled with whoever that particular asset is allocated to.

We would rather use the Role as the Owner, as that way it will not change when someone leaves or enters the role.

[Change Asset Owner to a Role - not a User]

Good Afternoon,

Looking at some C.I. on our asset register as we have an owner for each asset.

Is it possible to have the asset owner as a role, instead of a user?  That way if that user leaves the organisation, we don't have to update every asset.

Many Thanks
Ann-Marie

[Delete Assets in bulk from CMDB]

Good Afternoon,

Apologies if this has been asked before, I did have a search through posts (honest) but is there a way we can delete a bulk of assets from CMDB in one go?  Or do they have to be deleted indivdually?

Fingers crossed it's a yes

[Assets missing when search by user]

Hi @Steve Giller

Thanks for getting back to me.

I had a quick look at the assets via the asset number or 'name' field and the user is correct (it gets pulled from the LDAP import), however if I search for their name or part of their name it only brings back some of their assets in the results.

[Assets missing when search by user]

Hi all,

Hope you're all keeping well.

Has anyone else noticed an anomaly when searching for assets by a users name?  I've noticed that some assets are not listed when I search by a User.  However when I carry out a new search by the asset number, it brings back the result with the Users name.

Is it maybe a cache issue?

 

Thanks for your time

[Limit data picker in new starter BPM]

Afternoon all,

Just wondered if it's possible to limit the dates available for selection on our New Starter BPM?

The pandemic has brought a wonderful set of new 'features' of the onboarding process, so we've opted to onboard all our new starters on a Monday morning, which means we have a structured schedule for getting IT equipment delivered and security briefings arranged in a more timely manner.  It also means we're not onboarding people all week, taking time away from the Service Desk.

So my query is, can I limit the dates in the new starter BPM for just Mondays?

Many Thanks as always

[Achievements - Unable to access main icons]

Thank you Steve.  

Are there specific instructions on how to create a custom role with the application rights as per:

[Asset Manager Fields - Recording PAT test info]

Thanks @James Ainsworth 

It would be for all assets as our FM team are beginning to use Hornbill and this is our way of keeping all information in one place.

Thanks for the advice.

[Achievements - Unable to access main icons]

Good Afternoon,

We are about to start using the achievement award icon, but we only have 1 award available.

I've headed to the Collaboration section of Service Manager, however I only have News Feed available and can't seem to access any achievement badges.

Is there a setting I need to switch on for this?  I already have the admin role.

Many Thanks and have a great weekend everyone.

[Self Service Portal - No longer able to log out]

Hi @TrevorHarris

We do have SAML so thank you for the clarification.

We have let the user know it's a useful feature so she can access her tickets faster

 

[Self Service Portal - No longer able to log out]

Good Morning,

We've received a query from a user who states she is unable to log out of the self service portal for Service Manager.

Had a quick look myself and indeed, when I select Logout it automatically logs me back in again.  The latest update at 

doesn't mention anything about auto login so I'm wondering if this is a 'feature' or if there is an issue with logging out.

Many Thanks 

[Asset Manager Fields - Recording PAT test info]

Good Afternoon all,

I have a query regarding the available fields within Asset Manager and wondered if there is a field specifically for recording PAT Test date and/or result?

We would like to record this information and have the ability to run reports for assets that are coming up to the PAT test renewal date.

Many Thanks and have a great weekend

[Ability to resolve a call without completing all tasks]

Doh Thank you Conor, webapp.view.ITSM.serviceDesk.requests.resolve.denyWithOpenActivities  just rolls off the tongue doesn't it  

[Ability to resolve a call without completing all tasks]

Afternoon all,

My apologies for the new post, I know this has been provided before unfortunately I can't find the relevant post.

I know we have the ability to switch on the setting to allow analysts to resolve a call without closing all the tasks on a BPM.  I now need to switch this function off, as it is causing a backlog of outstanding tasks, therefore could someone remind me of which setting I need to select to switch the feature off?

Many Thanks

[Alert for LDAP import failure]

Good Morning,

I've had a look through previous posts about LDAP import failures and wondered if it is possible to setup an alert if an LDAP import fails?

Our import for 15/06/21 started at it's usual time, but did not complete and it's only by chance we have noticed.  Is there an alert I can enable within Service Manager?

 

Many Thanks all

[Enable user to close their own call]

Good Morning,

Apologies if this has been mentioned elsewhere my initial search didn't bring back exactly what I was looking for. 

Is there a setting I can enable in Service Manager that allows the user to close their own call (should they fix it themselves after following our informative and useful self help FAQs  )

Many Thanks

[Auto response creates a new call - instead of updating the original call]

Good Morning,

I have created a routing rule in Service Manager to automatically update a call when a response is received "fromDomain LIKE '%ipo.gov.uk' AND REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')"  however I have some calls that create a new call, rather that update the original.

Do I simply need to change the order for this rule or am I missing something obvious?

Your guidance, as always is greatly appreciated

[Service portal not allowing access to Add Attachments page]

We now appear to be receiving tickets.

 

Many Thanks

[Forms.json error - missing provider id '9']

Same here.

id8 for us

[mail service stopped]

We appear to be receiving emails, but today have 51 emails stuck in the Outbox and there appears to be a 2 hour delay on users receiving emails we send from calls.

Is anyone else experiencing this?

[Failure to connect to Email server?]

+1 for us too

[Assets bulk update]

I know the bulk update posts had a lot of followers, are Hornbill considering this API or other possible options to be rolled out to everyone?

[Sorting of FAQs]

Have you tried using Document Manager to organisation information for users instead?  It's something we are currently looking into and my prove to be a useful substitute?

[Please read this if you are unable to login to Hornbill when using Single Sign On]

Hi @Victor the majority of users have received your screenshot message and signed in successfully.  Some users receive an 'Oops' message stating invalid user credentials.

It turns out a clear of cookies and internet files and a quick restart appears to resolve the issue.

[Please read this if you are unable to login to Hornbill when using Single Sign On]

Hi @Victor

Is it that time of year again?  We appear to be receiving calls from analysts and customers about single sign-on.

Many Thanks