Ann-MarieHolloway

Good Morning, Is there something I need to enable to allow emails from external 'contacts' to update a call? I have added the email address into our contacts list and can successfully send an email to them from a ticket, however when the external email responds with the ticket number in the subject line, it does not update the call. I feel I am missing something simple. Many Thanks

Good Afternoon, We are in the process of overhauling our New Starter process and part of the Progressive Capture incorporates sensitive questions aimed for HR. I know it's possible to email that information to HR within the progressive capture, but is it possible to hide those questions from the call?

That works! Thank you. I was looking at this from the Asset icon point of view and trying to search for a Service, using the Service tab But will advise analysts to use the correct icon to link Services.

My apologies if this is a daft question, but in order to link an affected Service to an Incident, does the Service need to have a catalog item associated with it? At the moment, all I have done is enabled the Service, ensured 'Asset' is selected in Actions and made the access Open however I am unable to link it to a call. Many Thanks, have a great bank holiday weekend all!

+1 an Outlook calendar link would really assist us with our Room Booking facilities in Service Manager

Sigh, thank you @Steven Boardman Time to start reducing our Services Have a great weekend.

Good Morning, Is there a quick/easy way to add supporting teams to our Services within Service Manager? We currently have 241 Services (which I know is a lot) and we are now introducing non IT teams to Service Manager, therefore I need to exclude those teams from the IT Services or add the IT Teams to the Services. Before I start adding multiple teams to 241 Services, I wanted to ask if there is a quicker way of doing this. Many Thanks

Hi Victor, Ann-MarieHolloway would be great? Many Thanks

Hi Victor, Thank you for picking up my topic. I have changed my Surname, which has resulted in a new username within AD therefore the LDAP import appears to think I am a new member of staff and created a new user AHOLL. This now means I appear twice when analysts wish to assign a call to my Service Desk team. With regard to the forum, my username is currently Ann-MarieJones. I have been able to amend my email address, but do not see an option to amend my username. Many Thanks

Good Morning, I have recently changed my name and our LDAP import has successfully created a new account within Service Manager for me, which is great. However, it means I have lost all of my original roles/permissions, which means I have to change everything, including this forum. Is there a way for me to simply update my original account so I don't have to start from scratch? Many Thanks

Hi @Steven Boardman This post has caught my eye, as I'm in the process of configuring our Self Service portal. Is it possible to change the default view from 'All My Services' to 'IT Services'? This is what our self service portal is primarily used for and as we begin to introduce new sectors of our business onto Hornbill, I'd like the IT pages to remain the default. Many Thanks and see you at INSIGHTS19!

Brilliant, thank you!

Good Morning, Is it possible to change the size of the Service icons on the Self Service portal? We'd like to space the icons out to encourage users to scroll through them all.

Morning @James Ainsworth Do you happen to have an update on our issue? I have a work around of adding Asset Management User role to users, however this provides them with too much access within the CMDB. Many Thanks

Morning @David Hall Unfortunately our problem tickets are still causing us issues when attempting to take them off hold. Examples are SR00021953 and SR00022410 Error Details FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeRequestOffHold): nodeName: Invoke FC: Take fix timer off hold; nodeId: b2982779-bde4-4c7b-a388-0d8e5104fd6b; At 564/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeFixTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_b2982779_bde4_4c7b_a388_0d8e5104fd6b However, I have successfully taken other calls off hold. Many Thanks

Good Morning, We updated our Hornbill instance of Service Manager on Friday 15/03/19 and analysts are now reporting they are unable to link assets to calls. One example is SR00022294, when my colleague REDWA attempts to search for asset number 000347 he receives the result of "No Assets Found" (see image below). He has access to the roles below (screenshot 2). However if I search for an asset number I get the response in screenshot 3. I can see Service Manager has the new Asset Action update (screenshot below) however, please can you confirm which role allows analysts to link assets? Many Thanks

Just to add to this, we are also experiencing this issue with two of our calls SR00022410 and SR00021953. We receive the error message: Error Details FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeRequestOffHold): nodeName: Invoke FC: Take fix timer off hold; nodeId: b2982779-bde4-4c7b-a388-0d8e5104fd6b; At 564/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeFixTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_b2982779_bde4_4c7b_a388_0d8e5104fd6b We are currently on (Build: 1440) but will be updating to Build: 1453 tonight, so not sure if that will fix this issue?

+1

Brilliant stuff, thank you @Gerry

I agree with @Lauren We would also benefit from the ordering being changed to ignore capitals. It's sometimes difficult to locate categories as you expect them to appear in alphabetical order.

+1

Good Morning @Victor Do you happen to have an update for our search issue? Many Thanks

Thank you @David Hall I completely missed this when I did a search for SAML

Good Afternoon, A couple of our analysts (Andrew Gordon AGORD) have reported they have been unable to access Service Manager and receive the message 'The SAML response has a use time later than the servers current time' (please see image) After a short period of time , the user is then able to connect to Service Manger. Are you aware of any outages that may cause the times to be out of sync? Many Thanks

Morning @Victor Do you happen to have an update on this issue? Another colleague, Peter Manchee is currently unable to find any search results for PM*17057 even though he raised the problem ticket and is a member of the call. However, when I search for it, I receive the result Information of the ticket is as follows;