Claire Holtham

Hi @Martyn Houghton - I forgot to say Thank you - exactly what I needed. Cheers, Claire

Is it possible to report on how frequently members of a team log into Service manager - I can see the 'last login' in h_sys_accounts, which gives the most recent login. But I'm after seeing how often users log into Service Manager. This is for full users, rather than basic users. thanks Claire

thanks @trevorharris - that has worked a treat!

Help! All the permissions for Document Manager have vanished (along with all visibility of Documents). From System Admin the Document Manager app still appears current, and there is an outstanding update waiting on it (last applied update was build 290). Claire

Hi @David Hall - did you see my post? Still haven't applied build 1288 just in case it causes this issue. could you confirm? Thanks C

Thanks @Dan Munns :-) . So @Victor the question stands, is there anything coming to get rid of the need for duplicate Services : - either be able to switch the service depending on the selections made in the Capture form, or for the catalogue items to be restricted to certain supporting teams. C

Afternoon, The new functionality to control subscribers at catalogue level, is great - BUT Are there any plans afoot to do the same for Supporting teams? We have a requirement for some catalogue items to be visible to some supporting teams, but should be restricted to other supporting teams - within a single service. We have temporarily solved this by setting up two services for a single application - but this is confusing for the end users when they use the self-service portal. (Another option that I looked at was using the bpm after the ticket is logged to redirect to another Service, but I don't think that's possible) Cheers, Claire

its this one! :-)

Hullo, was this introduced at Service Manager build 1288 ? We've not updated to that yet, and may wait for the fix... Cheers Claire

I've raised a 'problem', just using the default capture and bpm. I can log a call, and see it in the request list. However when I assign it to another team, I can no longer see it in the request list - even though I've used a sensible search: I have used the advanced search and used the variables 'Team' is 'Database Services', and 'RequestType' is 'Problem'. If I have the url I can paste it into my browser and still open and update the ticket. So its not access to the ticket in itself - it's viewing other team's Problem calls. What am I missing? Cheers, Claire

We have many historic emails (some from before go live) that we didn't know had failed til this point - is there a bulk way to clear the historic errors so new ones are more visible? Plus will it be possible to filter by status as well as sort by status?

Oh dear @Victor that's a bit rubbish, if you could click on it and it expanded to see that would be fine, but taking you back to the beginning again isn't terribly helpful. Can you do anything for us? just a kind of preview pane to have the email visible as the analyst is building the call would be great.

Hi @Victor - Any idea of where to start looking as to why it's not pulling through? One thing to mention, I've just set up a normal test catalogue item, and am not actually logging from email. At this point I did not want to mess with the live config. From 'Raise new' I get the form customer details (and enter customer details), I get the form Service (in order to get to my new test catalogue item), I get the form request details (and enter both a summary and a detailed description) then click next and it shows the screen shot I attached above.

When raising a request from an email you have no view of the email as you log the call. You cannot refer back to the email if you've been distracted / need more detail, the only option is to cancel and start again. I'm starting a new topic from https://community.hornbill.com/topic/11408-emails/?tab=comments#comment-56990 One suggestion was to have another window open with the email in it. not ideal. Or alternatively to have the first two forms on the Capture be 'Customer' and then 'Request Details'. 'Request Details' was then supposed to have both the Summary and Description visible on the right hand side so you had sight of the body text of the email while filling in the rest of the request. However it doesn't it just has the summary. (see pic)

Hi @James Ainsworth we are having the same issue, and I'm looking at rebuilding our 'new request' so that the first two forms are Customer Search and Request details, however, when you press 'next' only the summary information is visible on the right hand pane, not the description (which would be the body of the email. Am I missing something?

I have a process which goes 'Wait for Assignment', 'Wait for Schedule in Change Calendar' and then 'Wait for Authoriser' What's supposed to happen is it puts the focus onto 'Assignment' 'Schedule' and 'Select Authoriser' in turn as the change is managed - which is a nice feature that guides the analyst from step to step. However it doesn't swap the focus to 'Assignment' 'Schedule' or 'Select Authoriser' unless I do a manual screen refresh (or come out and go back in again). Is this a bug? Cheers Claire

Just a thought, you have made the new organisation / users subscribers to the existing Services?

I have this exact issue. So essentially if I specify the Owner, but not the team it won't entirely wig out with the red message of doom, it will pick something and carry on. For the users I have in mind they are all only members of one team...

I'm using the variable picker (and yes, it takes ages for me too), to put into a custom expression. There is no tree under 'Custom PCF (All)' and I'm a bit mystified where it gets '134 most recently created, by title from' - I'd hazard a guess that is the number of PCF's that exist in our system. If that's the case I'm wondering what's going to happen to my variable if I create another item, and there are '135' will it stop working. I'd like to select 'All' to be on the safe side.

+1 for us too.

Hi @Daniel Dekel, I saw on it said "Added a new System Setting api.xmlmc.uniqueUserHandle.enable, setting this option to false allows duplicate handle/display name for the user(s)." Is this same as the patch you were offering back in March? Our setting for api.xmlmc.uniqqueUserHandle.enable is 'on' and I presume to allow duplicate name import we should set that to off? Thanks Claire

@Steven Boardman and us please!

Oh, I just thought, @James Ainsworthwould the handle having to be unique be fixed by the patch mentioned here:

Sorted. Thanks James :-)