jameswsouthall

Hi, Since the recent changes to Service Manage Admin console something has stopped working in our LDAP user import script (old version - before the introduction of the API). I set it up so that it could pull in multiple organisations for users. i.e. each user gets added to the Company OU based on [company], then added to Office OU based on [physicalDeliveryOfficeName], then added to a Department OU based on [Department] AD fields. This was previously working for all three but I've just noticed that it has stopped doing this and is now only adding each user to the last OrgLookup entry in the conf.json script (in the attached scripts case it would be the Department) Due to the Hornbill admin console update I thought it may have been the cause if you guys changed anything on your end, so I have created a new script with the new version of the import tool. (see attached the new version of the script) But the same thing is happening, so to sum up I need the script to add every user to 3 different organisations based on ldap/AD lookups and I know this was previously working but if you are aware of any changes on your end limiting the amount of OrgLookups or how it is processed please let me know how I can get it to do what we need. Can you help please? Thanks, James HLconf.json

Sorry to say this but we are still having this problem - Birmingham users are showing the linked site as Abu Dhabi when viewing a ticket - if you click edit details it then shows Birmingham and if you look at the Request List page they are showing as Birmingham in the Site column. All sites are now configured/linked to our company Organisation Unit, everything appears to be working apart from when you view a ticket. A few other sites are doing it but the Birmingham one is the most consistent. See screenshot of our Service Manager version, is this the latest one which should have fixed this?

Hi, I think there may be a bug in Service Manager where by if you have a request that you place on hold, the on hold date is populated into the "On hold until" column in your request list. If the ticket is then taken off hold either automatically or manually the On hold date changes from the previous value and automatically set to "12:00:00 AM 01/01/1970" rather than removing the date and time completely. Thanks, James

Thank you, I will keep an eye out for the upcoming update and report back once applied.

Hi Steve, Has the above update/fix been released yet? The reason I'm asking is because I applied the short term fix as suggested above but this only seems to be partially working at the moment. I have selected the company property for each site but for some reason our Birmingham users are showing as Abu Dhabi. Once the tickets have been raised if you look for said ticket in the "Request List" the correct site is showing under the Site column. If you go in to the ticket and look at the details it is showing as Abu Dhabi. Any help would be appreciated, feel free to call me again if you need anymore info. Thanks, James

We've just noticed that when a ticket as been created from an email if said email has another email .msg file attached to it, it will upload the attachment to the ticket as part of the capture process but when we download the .msg from the attachment section of the ticket it seems to corrupt the file as we are unable to open it. All other file types seem to be ok. Ticket number SR02099 in our instance is an test example. Thanks, James

Hi, The way we collect the data is by using the Reports (Beta) within Service Manager. Report Entity = Requests, Data Collection = Requests->Site(h_site) and filter by a user prompted date range.

Hi, We've recently noticed that when raising tickets the users sites aren't being linked correctly. We have roughly 17 sites in our instance and all users are configured for their correct site using LDAP import. At the end of each Capture Process there is a step for linking a Site (not mandatory). The problem we've got is during the Capture Process/raising of a ticket the Site stage is finding the correct site for the user, we click Link. Ticket is created, we then view said ticket and in the Details of the ticket the site has switched from the users correct site to another site (which in our instance is "All Sites"). If we click the edit details button the Sites drop down then reflects the correct site for the user, if we then close the details it switches back to "All Sites". While editing the Sites in the details if we click the dropdown it only shows 4 out of the 17 sites. Not sure exactly when this started but I did update Service Manager recently. I have attached a zip file with several screenshots. Sites.zip

Hi, I've just set up an automated task in several of our Business Processes to post onto Workspaces when raising and resolving tickets. This is very handy but one additional thing needed would be a link to said ticket at present you only get the option to include Ref id, update timeline and manually input some text. Adding a hyperlink of some sort to the post would make it easier for users to quickly view said ticket. On the post itself you do have a "More Actions" menu which contains (View post, add bookmark, add activity and raise request) maybe add "view ticket" Or have it like how linked requests appear in request timelines with an icon and a link

Hi, We've currently set up a routing rule on our instance which auto updates tickets based on a ticket ref being in the email subject. This is working fine but we have noticed that if the email that gets sent in has attachments on them the routing rule will attach the email to the ticket timeline but it strips out any attachments. Is there a setting to allow it to auto upload attachments when it updates the ticket or is it a bug in the current system? Thanks in advance, James

Hi Dan, I can confirm this is now partially working. Working - if a user emails in to hornbill and I or someone else manually links/assigns the email to an existing ticket the owner gets an email stating there has been an update applied to that ticket. Not working - if a user replies to a receipt (i.e. subject has ticket ref number), routing rule auto links/assigns the email to that ticket ref. No email is sent to the owner. Hornbill notifications still work for either of the above. Any feedback would be appreciated as we really need to both ways working consistently. Thanks, James