Dan Munns

No worries. I thought the title might draw people in. Mission accomplished!

Hi all, After an update it seems that we have lost the ability to scroll through the icons set when adding icons to a service. Applies to Chrome, IE and Edge. Thanks

@Gerry basically our group domain was set up way back when. We have since aquired businesses and although they are part of the group they also act as their own seperate businesses. I doubt that we will look to totally unify them to be honest as the work involved would take every minute of every day for months. I will have a look into the trust relationship setup and see what we can do. Thanks Dan

@James Ainsworth that would work (and probably be a bit neater) but if in the mean time we could have the already mentioned setting work by forcing the selection of a catalog item no matter what that would be a great help.

+1 for snippets in the resolution area. There is only so many times you can type 'Your access has been changed as requested. Please log off and back on for changes to take effect' before you want to bang your head against your desk.

Hi all, Does anyone have any experience using multiple domains and SSO with Service Manager? We currently have 3 domains in our business, 1 group domain and 2 child company domains. Obviously as our AD structures are separate I will have to set up the LDAP import across all three domains. However we are a little unsure as to how to configure our ADFS server to deal with the three domains. As we are moving towards our Hornbill portal being the one stop shop for all things and I am currently in the process of adding HR, Finance, Procurement and in the future, Facilities on to the portal, users from multiple business units will need access to the portal to raise requests. I don't really want to go down the Citrix route (which is what I have had to do as a stop gap for the time being) as it is quite messy / slow / labour intensive. We share a common intranet so the link to the portal is available to all but as we have not configured ADFS the SSO will not authenticate users from outside our group domain. Any help / guidance anyone can provide will be greatly appreciated. Thanks Dan

I'll let you off this time @Victor

@DeadMeatGF.....

@Steve G @DeadMeatGF that setting is currently set to 'ON' and still allows us to raise requests without selecting a catalog item. As mentioned above it only happens if we try and raise a specific request type and select a service that doesn't contain that type of request.

Hi all, We are having an issue with analysts in various teams raising tickets using the service and not drilling down to a catalog item. If we select Raise New>Incident and then select a service which has no incidents attached it will raise a ticket using the top level BPM. However it will not attach a PC as no PCs are set and we then get an incident ticket for what should be a service request with just a Summary and Description. I know this has been brought up before (by myself and others) but cannot find the outcome. If we select just Raise New this isn't a problem as all services and catalog items are shown at once. Telling analysts to not to just select the service or only use the Raise New button isn't working and as we add more and more teams and thereby more and more analysts the issue is becoming worse. Any help would be appreciated Thanks Dan

@Victor can we do that?

@Victor you know it

@Victor yep it was missing sn and givenName so at least one is obviously a mandatory field (I am guessing it will be sn) Time to have words with the accounts administrator I guess.....

Hi all, I have created a new LDAP import to pick up users in a specific OU. It works fine for most users but some (6 in this case) are not created with the following error message: Unable to Create User: The element <password> was not expected at location '/methodCall/params/password' Does anyone have any ideas? @Victor @Steven Boardman @TrevorKillick Sorry for the tags but this is quite urgent as it has failed to create a user I need to test log in with tomorrow morning. Thanks Dan

+1 also

We have two exchange mailboxes for each Service Manager mailbox for this reason. As Service Manager deletes email from the original exchange mailbox we created ITServiceDesk@business.com for the users to email. We then set this in exchange to auto forward all emails to SMITServiceDesk@business.com and connected this mailbox to Service Manager. This way we still have copies of all the email in the ITServiceDesk@business.com mailbox which, once added to Outlook, we can save to folders as normal.

@Victor my bad, I missed the line where it says they can update the call ok just nothing else. Looks like its just me then and the update locked request has nothing to do with a call being on hold. Its ok ill remove the role and see who screams about it.

@Victor Ok makes sense. Is it supposed to allow updates to on hold calls as well then? If so then it doesn't seem to have been advertised and if I remember rightly there was a thread updated not long ago about on hold calls. It wouldn't be what everyone is asking for but more a little step in the right direction. I think the request has been open on the forum since last year to be able to edit on hold calls.

@Victor I was under the impression that 'Update Locked Request' allows you to add an update to a request that is on hold. In fact I believe that we tested this role to prove it. If I remember correctly (and that can be hit and miss) it allows to add an update to an on hold call but nothing else (no attachments or anything) or have we found a loop hole and it isn't supposed to do one or the other?

Hi all, I have come across some strange behaviour in our instance where by a couple of analysts (at least) can still resolve calls even though the resolve button is locked. Neither of them have admin roles at all. The roles they have assigned are as attached (as are the settings of the 2 custom roles) Any ideas?

Ok thanks for the updates @TrevorKillick

@TrevorKillick Do we know what the issue was? I have people who were trying to run project related reports asking questions....

@TrevorKillick Yep all seems to be working now

+1 for us with this as well

Thanks @James Ainsworth