Paul Morrow

Steve Same for all users. Tested with other browsers just to make sure it isn't an EI11 screw up. If I enable feedback I get the feedback option, it displays tickets awaiting feedback. If I select the closed filter it displays the closed ticket. If I select the active filter I get nothing. These are ticket which should appear to the customer and to which they are not also the owner.

Sorry Steve, Ehsan, it's the service portal - customer portal isn't in use. Update 2.33.4 was prompted this morning but still no change in the service portal view. I can see request awaiting feedback and closed but not active.

Hi folks In the customer Portal My Request Views suddenly have stop displaying users logged request. Tab not even visible anymore. Any ideas?

Slap myself on head. Cheers Trevor. Looking my credentials for binding to LDAP are invalid but it does complete the test connection. Many thanks Paul

Trevor Screen shots as requested Seems it tries but fails. Paul

Trevor Almost but not there yet Runtime error now: invalid memory address or nil pointer dereference. Is this credentials or API issue? Current API was created using my own super-user account in Hornbill. Paul

Yip, API key was created. Problem is with our firewall allowing traffic through https://eurapi.hornbill.com/INSTANCEID/xmlmc/ Lunch,.... then back to the old SonicWALL.....

Thanks Trevor _ I'll give a shot.

Hi Guys LDAP novice needs more info. I've been trying to use the LDAP Import utility but keep getting an error I keep getting active connection refused on two different IP's (192.x.x.x and 78.x.x.x addresses). Is there a single destination addresses I need to punch into our firewall for this this to work? Paul

Thanks Steve

Cheers guys. At least I can stop banging my head against that particular brick wall and try something else.

Should have added that I'm trying to do this via the service portal.

In progressive capture how do I allow the request customer search for another user. I've tried co-worker search but even with the form set as mandatory = True it always skips the section. What I am trying to do is allow line-managers to raise tickets about leavers and to select other users to have emails, voicemail, authorisations etc forwarded to.

Now that I think about it 10 field to include fuser and maintenance kits + quantity fields. The idea behind my reasoning is to have a master printer asset for each type/model of printer with common consumables. A Consumables Type of Printer Class. I'm only interested in the stock levels of consumables by printer type, not what consumables levels are on each printer asset. I think that would keep it simple and reportable.

Steven Toner low or OK wouldn't really be useful as a step to update orders. I'm trying to tie the service desk completely to Hornbill for all their need so printer consumables was an issue raised with me as nobody likes back and forwarding between application. I would say stock level need manual intervention anyway so updating the asset is easy if there is something to update (manually or via import). I think the problem I am having is knowing where to record the information and then being able to separate it out again in a report. I've tried the notes field and it's proved to much of a catch all. In the Printer Asset Properties, if there were say up to 6 fields to record ink/toner codes and a beside these their quantities it would be excellent. A simple report against printers would supply a stock level for each consumable, exported as a csv and used to update orders. Pipe dream for another day - maybe in a future release? Thanks guys

I can see how random criteria would be an issue. So far I've tried creating assets for each type of toner to track usage but I can't relate it back to the printer that uses it. Incrementing and decrementing is therefore a manual exercise and equally easily done on separate spread sheet or database. You have given me an idea though with the scripting using the report csv to update a separate spreadsheet. Paul

Steve We are looking a way to use the printer asset to record current stock levels for toners and inks associated with it. Ideally we could run a report against all printers to monitor stock levels and reorder toners & inks if required. Paul

Hi Guys I'm going to run this past you expecting it not to be possible as I can see it myself. In Printer Assets is there a way to track consumables? If not is there a way to link Printer Assets to an external database that would do the job? Any recommendation welcome. Paul

Spot on Victor Working now. Many thanks

Hi Victor Email is set as servicedesk@ourdomain.org and I can see nothing wrong with it. The rule is stated above but it simplified the folder setting to just "Staff" instead of "Starters,Movers and Leavers". Also tried to run using flowcode without success.

Daniel The mailbox display name is the only option I can choose ie, "Service Desk". It is populated when I switch on the mailbox toggle and can't be changed manually. The actual name of the mailbox is just "servicedesk". paul

I've been trying to setup an email rule to move inbound emails with certain subjects to specific mailbox folders. Using info from wiki and here on the forum I just can't seem to get the thing to work. See screen shot below. I've tried various combinations for rules including adding AND 'Service Desk'. Using "=" and "==" etc etc. Can anyone see anything wrong with this simple rule? Paul Morrow

Your on fire this morning Victor. Added all supporting teams to service and working fine. Many thanks

I have three teams and I am a member of all them. (Service Desk which is all analysts and two teams based on locations) When I wish to re-assign to a different team/analyst or different analyst in the same team I do not seem to have an option to do so. I am only able to select the Service desk Team.

Excellent Cheers Victor