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Enhancement Requests
Everything posted by Michael Sharp
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@Steven Boardman I was glad to see the update on Service Manager (2164) thinking this may allow us to turn off the Details tab (if unpopulated for example). Is this something in the pipeline? Mike.
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@GSM we use direct outbound routing with Mimecast. We have added Hornbill into our SPF records and allowed the mailbox to be exempt from impersonation protection/spoof rules when sending to our internal users. Regards, Mike.
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SLT/Within Response Time fields not re-evaluating
Michael Sharp replied to Michael Sharp's topic in Service Manager
@Victor that's correct - I wanted to change that breached/met based on the adjustment of a priority. Moreso so a report could be presented more accurately (whether negatively or positively). I'd quite like a button there that only Helpdesk Managers can use to recalculate/adjust the breached/met as I do understand why it isn't a feature for engineers to avoid foul play. Regards, Mike. -
Resolved by LDAP import populating the LoginID with UserPrincipalName
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SLT/Within Response Time fields not re-evaluating
Michael Sharp replied to Michael Sharp's topic in Service Manager
@Victor I want to be able to correct SLA successes or failures when reviewed for reporting purposes. Is this not possible? -
When a response is made on a request and the priority is changed, the SLT and Within Response Time is not overwritten. I guess the field is not changed in the database? This feels like a defect to me? Scenario created as follows: Request raised with an 8 hour response time (P4 SLA) Request responded to within 8 hours Request priority adjusted to P1 SLA (10 minutes response time) - should now be marked as a failed SLA @Bob Dickinson tested following our discussion earlier
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Request category tab not showing until refreshed
Michael Sharp replied to Michael Sharp's topic in Service Manager
Demonstrated to @Bob Dickinson today -
Actually migrating SSO from ADFS to Azure so can test both services non-disruptively and also log in as system admin with the direct login to manage....!
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@Gerry funny how wisdom shines through. I actually really need the new login screen layout at the moment and couldn't have done it with the auto-login one we had before! Mike.
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@Bob Dickinson thanks for picking this up, appreciate your time. ADFS is currently based on-premise for us (working fine) however is a single point of failure for a growing number of applications now (we don't have a clustered service). Also this requires a further manual login when using SSO outside the network perimeter which has caused issues for what is very much now a remote workforce. I'm exploring the use of Azure SSO as a more robust/resilient solution which can also enable us to further secure the systems that this authenticates too. Will drop you my mobile in a DM which will be the best number to get me on. Regards and thanks, Mike.
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So after further testing, my issue seems to be that the login ID does not match the Microsoft login username. How can I service the transition to Azure SSO for my hundreds of users if this needs to be adjusted to match each one??? Looping in @Bob Dickinson who is usually very helpful, sorry Regards, Mike.
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Also to add to this, I have MFA enabled if that makes a difference
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Apologies, didn't know where to camp this request. I'm having difficulty getting the Azure SSO to work and wondered if you could help please? Have followed the guide as per: https://docs.microsoft.com/en-us/azure/active-directory/saas-apps/hornbill-tutorial#configure-azure-ad-single-sign-on Have used the Test single sign on in Azure which appears to work successfully (perhaps a cached authentication though), however getting an error on all other devices when trying to access https://live.hornbill.com/OURDOMAIN as below: Please can you help? Thanks, Mike.
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Request category tab not showing until refreshed
Michael Sharp replied to Michael Sharp's topic in Service Manager
@Deen everyone is using Chrome -
MORE OFTEN than not, we are finding that the request category tab is not visible unless the page is refreshed. This is when we: Open a new request BPM locks all actions except Category and Customer Immediately after the BPM is set to Wait for Category with the focus on Category Image below for clarity: Please can you help? At the moment our engineers are refreshing the web page to make this visible so a category can be selected. This has happened for months but I haven't bothered to report until now! Thanks, Mike.
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Worked a treat thank you @Bob Dickinson although a minor annoyance I had to transfer my 81 users manually! :-) Will use a custom field injection for my reports and dashboards thanks. Mike.
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Thanks @Bob Dickinson I've previously done this but I've been adding my staff to the serviced users when creating requests and removing them again after it's been spun up Mike.
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The reporting and dashboard tiles I can get around provided I can use the BPM to inject into custom fields - its the BPM that's the most important for me at this stage
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I've created a VIP list in Hornbill as a General group in Organisation and want to be able to conduct the following: Branch BPMs based on customer membership Configure dashboard tiles to filter requests where users are in this group Configure reports to filter requests where users are in this group Seems very straightforward as a concept but struggling to grasp how this can be done? Regards, Mike.
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@Bob Dickinson this was a way of creating a timeline of my staff's quality checks. For example, I have a request for "staff member A" which I link other requests to it and make comments to refer back to at a later time when conducting reviews of their performance. Hiding from the portal is one thing, but I wanted to hide these from the engineers I'm managing also Regards, Mike.
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Adding a sort option to the notifications icon
Michael Sharp replied to Michael Sharp's topic in Service Manager
Thansk for this @Gerry and I do appreciate where you're pitching from. There will definitely be a challenge for all service managers however for staff being behind with updates processing the newest first (so potentially the oldest will always fall to the back). It's not necessarily a work list but appreciate the feedback. Regards, Mike. -
Adding a sort option to the notifications icon
Michael Sharp replied to Michael Sharp's topic in Service Manager
@Daniel Dekel any traction on this one please? As a minimum we would like to forcibly reverse the order for notifications as I think older prompts should be dealt with in advance of newer ones in a service management arena? Our engineers have a habit of working with the most "live" notifications first which isn't correct in my view. Regards, Mike. -
Issue with scorecards in Analytics
Michael Sharp replied to Michael Sharp's topic in Performance Analytics
@NeilWJ this is absolutely wonderful thanks - much better :) -
The best I've managed so far is temporarily adding them as a subscriber and removing them as a subscriber once raised