gwynne

Hello Please can I have some explanation and how to set the below NEW: Added notifications for request owner/team members on request update from service and customer portals by end users are these system notifications or can these be emails? FIX: Services and teams are both respected when filtering the request list, can you search on all My service jobs regardless of team assignment? Regards Gareth

This would be something I am also interested in, we may expand using the service catalogue for specific job types and the work flow I attach to them would ideally have pre polulated items such as servce, priority and such forth. I know there is the beta version of the quick jobs but this would ideally more robust.

How are the SLA's effected?

Hello, We sometimes get adhoc emails from customers dealing with other teams in the organisation, What I was wondering is 1. Is there any way of logging a ticket to a person who is not in hornbill also not a contact? 2. Development area - If you put a place an email in the customer search and select next it gives you the option to create a contact with the details regards Gareth

Thanks both that's really useful Regards Gareth

Hello We have the below setup as a template but all the text comes through as lowercase even the items we wish to show as uppercase below is the example Ticket Completed Your outstanding IT request {{.H_PK_REFERENCE}} has recently been completed with the following details: Ticket Summary: {{.h_summary}} Resolution Information: {{.h_resolution}}

It does to some degree basically its a question I raised earlier all the teams are part of the same service, I can see al the jobs in all my service tab however if I filter say service = 'service name' owner = 'not set' I can only see the not set job from the team I am associated with not the service. Not a major issue for me but my line manager who wants a complete overview of all jobs does not want to be associated with any of the teams as they don't do the technical work they just want to quickly filter the service tickets for all teams.

Hi Trevor, It may be related to our messaglabs system, I just want to check has there been any changes to the IP address Hornbill uses to send emails or any additions?

Do you know when this release will be made?

Hello, Our outbox seems to be retaining emails, I don't know if they are being sent or not. I cant find any errors on the log files so I was wondering what settings it could be that is causing this

Hello, I just installed the latest update and noticed two bits of text I though may interest me •NEW: Added notifications for request owner/team members on request update from service and customer portals by end users What does the above do and how do I set it? •FIX: Services and teams are both respected when filtering the request list I have tried filtering against a service however it still only brings back the info from the team I am associated with?

Possibly a hover over option like the on the tickets to expand the detail on the asset selection

Thank you

Great stuff

Please cancel, this is my stupid mistake I didn't realise selecting the company removes that setting Sorry about that

Hello, I have tried to add some assets manually and I have come across three issues 1. Owned by field is not searching for users 2. Site section says no sites defined There is as another asset has the site listed 3. On the other asset that has a owner set now cannot remove it even when saving Forum Admin Edit: The issues were addressed in one of the earlier Service Manager builds. This thread is now locked.

Hello I was wondering if functionality could be introduced if not already for these possible features . Document Manager Documents being able to be selectable in tickets to either add to notes or send to customers . Being able to publish documents to the portal and have permissions sets for just IT and Customer basis . Is there a KB feature for the portal for customers to access, if so easily being able to add from document library as there may be cross over documents Regards Gareth

Hi Trevor is this concerning the locking off tickets? if so can you follow this post and update when you have a time frame?

Don't worry its now working today must of been a blip Cheers G

Hi Trevor, Its in the same vein as notifications on ticket assignment so yes analyst level rather than team level Cheers Gareth

Hello What is the refresh speed of the mailbox view, is this tweakable. Can you lock tickets while they are being processed or possible change the status of the ticket to possibly processing? Regards Gareth

Currently notifications outside the workflow do not distinguish between the individual or team. What I would like to see happen is notifications that can be tuned to do so. This will reduce email traffic. So I can turn on a notification saying when a ticket is reassigned to an individual an email gets sent out as well as a if you are a added as a member a email gets sent. The main reason for this we want the notifications but not on a team assignment level as all jobs initially get sent to 1st line meaning those people get constantly spammed. Plus due to certain managers being in groups for view ability I don't want them to also get emails due to team assignment. I know this option is currently not available, but hope it would be considered a possible functionality change Regards Gareth

Thank you for your help so far, looks like the right direction, I am not sure how to get what I want from the information however very new to the process. Is there anyone who could advise me what information I require to get the response I need?

Hello, We simply need it as a catch all simple rule that responds to all emails hitting the hornbill mailbox. Simply a message to customers saying we have got there mail. How to I set a rule like that?

Is it possible to set an auto response from the mailbox when a email arrives. This is prior to any processing of said email. Regards Gareth