yelyah.nodrog

Afternoon, I wanted to see if I was missing a trick here, we have a NON ICT member of staff that will be using our Hornbill system, we need them to only be able to see tickets assigned to their team. They should not be able to find any other tickets (via searching etc) How do we go about this as I can add her only to the relevant team, but if I start locking down services she wont see the tickets even if they are assign to her team if she doesn't have access to that service? or will it be overridden by the fact its been passed to her team? Hayley.

+1 from us, our Change process forms can be quite lengthy and we would like the ability to save to draft like other ITSM platforms offer.

+1

Thankyou @ArmandoDM That's really helpful! H

fabulous thanks all.

Afternoon, Is there a way to amend the picklists in asset management, For example the state of a pc, the only options we have are Current, Active and Archived. However we would like to amend or replace these options. I cant fine the picklist if possible to adjust this? I remember long ago we couldn't create our own fields on the asset form, and we also couldn't rename them is this now possible? Hayley.

Afternoon, I need one of my colleagues to have access to refresh the HUD when a change gets stuck, however i cannot find a relevant role that applies this access, Can anyone point me in the right direction or let me know what Application/Database rights are needed so I can create a role? Many Thanks Hayley.

Thanks @Victor I didn't realise it would require one and figured i was missing something. H

Morning, We are getting the below error on one of our change tickets: I understand that its saying the text in the field is too big, but I cannot find the field its referring to - h_details. The only field that has a fair amount of text in it is the description field which is unlimited, and the amount of characters in it don't match up with the amount in the error anyway. I cant find h_details on database direct or on the wiki page and there is no reference to it in the community at all. Can anyone point me in the right direction? H

Hey Steven, Thanks for the quick response, I was aware of this but thought it looked a bit messy if you could see the service and then it was empty when you clicked on it. Was wondering if there was an alternative option. Many thanks though!

This is probably a long shot but I figured I would ask anyway. Is there a way for users to see their open and resolved tickets on the self service portal, even if the service it is logged against is not visible as a usable service on the self service portal. e.g. We have services that are switched on for service access. but are off for portal visibility as they are analyst only services, Is there anyway that the users would be able to just see the tickets that are logged to ICT for them against these services without switching portal visibility on for the service? Hayley.

Is there any movement on this yet as I would like to survey on resolution as well instead of closure, It would also be nice if the questions could be in the email notification instead of the user having to go into the self service portal to complete the feedback.

I would also like to know about this!

Thanks Mary, That popped into my head overnight and i did think it was probably there Thankyou for Clarifying H

Morning, I am trying to run a report showing the following columns that are collected against an asset: Last Logged On Manufacturer Model Operating System Network IP Address I cannot find them in the Asset Reporting or database direct? Hayley.

@Paul Alexander That worked a treat ta!!

We are using it in our Change BPM to populate the summary of the change request, We capture the change start time in the Pro cap using the h_proposed_start_time Then set the summary and description in the BPM using this as the summary: Disruption Level: &[functions.pcf("changeDetails","h_disruption_level")] - &[functions.pcf("changeDetails","approvalLevel")] - &[functions.pcf("changeDetails","serviceArea")] - &[functions.pcf("changeDetails","h_proposed_start_time")] - &[functions.pcf("changeDetails","changeTitle")] However the time itself comes back a bit of a mess: 2021-04-01T12:00:00.000Z So realistically would like to either clean it up so it just reads the date (preferably the right way around instead of 2021-04-01 or at the very least so that the time and date is a bit more legible? 01-04-2021 - 12:00:00 or something Many thanks H

Afternoon all, Is there a way to use the variable h_proposed_start_time but take the time off of the displayed output? It is currently pulling back time/date like this: 2021-04-01T12:00:00.000Z Which we want to use in he summary however we would like it to just be the date? Many thanks Hayley.

Many thanks for this @ArmandoDM I have managed to get this to close after a set amount of time, I clearly was just being a bit silly. However if I reopen the ticket after its been resolved but before its hit the agreed time to close, its closing the ticket and setting the status to closed?. What loop do I need to build into this to be able to open a ticket without it closing within the agreed time if it has been reopened after being resolved? H

Morning all, I am just going through our current BPM's as I have been away for over a year and I have noticed that the old 'close request after a period of time' option on the update request automated task has been depreciated (I think this happened before I went away and I never got around to adjusting it) It has now been replaced with the 'suspend - wait for request resolution' automated task, I'm not sure from looking at it or the descriptions how I set this up to replicate what we had before? Does anyone have any experience with this? I understand that if I put 5 in the days section of the expire period it will move the bpm on after that date, the part i'm confused by is what I would put in the action focus, would it be resolve or update or something else entirely! I have looked at https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Suspend and i'm still confused. Hayley.

Morning @Victor I have tried lower case, same issue, I have also tried other users emails who can normally use this feature and the same thing happens. Thanks H

Morning, I am trying to log a issue to hornbill support however i cannot get past the first page, whenever I put in my details it either clears them or leaves them in he box but nothing else happens, no error messages appear? I can still get into success.hornbill.com fine but obviously cant raise a ticket from there? Many Thanks Hayley.

Morning, Is there a way to create an Autotask and link it to a custom button, where it completes all outstanding tasks on a ticket? Hayley.

@Steven Boardman Thanks for the quick response, I have gone to the newsfeed for a change I am following from the newsfeed: This is what I get on the timeline? Hayley.

Sorry @Steven Boardman Where would I find this? Hayley.