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Lyonel

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Posts posted by Lyonel

    Remove e-mail notifications whilst retaining ability to send

    in Service Manager

    Posted

    @dwalby as @Victor said, we have something similar. The workaround we use is to create a custom role in the system settings that will allow analysts to send emails through a request, but not have access to the mailboxes themselves (and therefore not having notifications displayed).

    Here are the settings:

    image.thumb.png.0c7760edbfc35b59e94d4893a7bc2136.png

    image.thumb.png.6dcdd2c2585389822a031c48342f8891.png

    image.thumb.png.5a46426c0c5d530df1438d864b2e6d82.png

    image.thumb.png.2342baa0d7d74a0e752de6e566a68bb0.png

    Database rights is too long to post, but basically nothing is selected :)

    Hope this helps you.

     

    Incidents on Service Portal

    in Service Manager

    Posted

    @davidrb84 you need to make your services visible on the service portal. However, you can hide individual catalog items. Your service then becomes a placeholder with no catalogue items (but you still have the FAQs, Bulletins, known errors, etc available). And more importantly your users can follow their requests

    Assigning Calls to Teams

    in Service Manager

    Posted

    @Tina.Lapere you can use the service name, catalog name or catalog id, with a decision box, and then assign automatically to the team. This is what we do ourselves.

    image.thumb.png.5d141e526f0f6c93d431ade52f23588c.png

    Anything not in the list will be automatically assigned to a 1st line support team. This works well for us, albeit requires quite a lot of maintenance as our service catalogue keeps changing regularly

    Question about search engine on Service portal

    in Service Manager

    Posted

    Just got a question from a colleague I was unable to answer with 100% guarantee... And it puzzles me too.

    Is the full search engine working on the service portal? Like the global search works within the Service Manager application?

    https://wiki.hornbill.com/index.php/Global_Search_for_Requests

    I just tried a couple of queries and unless I am doing something wrong, it appears not. If this is the case, why? Seems odd not having the same (or relatively similar) search capabilities.

    For instance, I would expect (as a basic user) to be able to search using at least the following features:

    Quote

    There are a selection of operators and syntax available to perform advanced searches from the Global Search Bar. Some that are commonly used include:

    • Boolean Operators: AND (+), OR, NOT (-).
    • Must be in ALL CAPS
    • OR is the default
    • AND matches posts and comments that contain both words
    • NOT excludes posts and comments that contain that word
    • Wildcard Searches: *, ?
    • An * is used for a multiple character wildcard search
    • A ? is used for a single character wildcard search
    • Wildcards cannot be used at the beginning of a search term
    • String Search with Quotations
    • Placing two or more words within "double quotes" will search for that exact string

    I don't think it is related to the index because the search (from the customer portal) returns the same results with or without double quotes. But it should not...

    Any feedback would be appreciated :)

     

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