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When using the ADD CONTACT button from organisations view it brings up a form in-place, but with less fields compared to the full form here: If you need to enter additional data, there is a button MORE... to bring up the full form. The fields you entered into the shortened form are transferred over. When you're done entering, there is a button ADD, which creates the contact on click. The long form disappears as expected, but the brief form still shows with the data you entered originally. I expect this form to be cleared in the moment I create the contact, so that I can enter another contact without manually overwriting or deleting the content I entered earlier.

We have international customers which have for example umlaut dots on the a (ä) in their email address. This is perfectly valid, even domains can contain German/Swedish/Danish umlauts and other special characters. Hornbill does not accept this as valid email address however, which means you can't add that address or change any details of that customer. I wanted to add her phone number but can't save it. We urgently need support for å, ä, ö, ü, æ and ø in email addresses and domains. Ideally, please update regexp check to correspond with current rules.

+1 for us as well

+1 from us as well in order to be able to automate this

@ArmandoDM That unfortunately didn't help. When I look in h_itsm_servicesubscriptions the connection is there but if I go to the service and look at subscribers the organisation is not listed. I'll log this with support.

When running the query: SELECT h_firstname, h_lastname, h_email_1, h_organization_name, h_servicename FROM h_sys_contact join h_sys_org_contacts on h_sys_contact.h_pk_id = h_sys_org_contacts.h_contact_id join h_sys_organizations on h_sys_org_contacts.h_organization_id = h_sys_organizations.h_organization_id join h_itsm_servicesubscriptions on h_sys_organizations.h_organization_id = h_itsm_servicesubscriptions.h_fk_subscriberid join h_itsm_services on h_itsm_servicesubscriptions.h_fk_serviceid = h_itsm_services.h_pk_serviceid where h_itsm_servicesubscriptions.h_fk_serviceid = 113 order by h_organization_name I get organisations that are no longer subscribed to the specific service. Is there a join table that excludes these somewhere or is something else the matter?

Hello I'm trying to achieve the following. If a major incident is raised on a service I want to add all subscribers to that service as impacted connections to the request. Is this possible somehow?

Would that be even if the ticket creator is a "User" as opposed to an external contact/customer?

@James Ainsworth Please add us as well. We are seeing lots of overhead information when having used some of our custom forms.

It's in service manager translations: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.working and guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken

Hi I'm trying to set up a progressive capture that our sales department can use in the service portal to create tickets on behalf of an external customer. The scenario being if an account manager overhears the customer complaining about something, rather than telling them to go to our customer portal and create a ticket, they go to the service portal right after the visit to the customer and open a request on thir behalf. The sales people would be basic users. Attached is my test PCM. When I open a ticket from the service portal I expect the Contact Search form to open but it goes straight to request details. Basic user has the roles: Basic User Role, Hornbill Authorised Guest, Anonymous Guest and Self Service User. What am I missing, or have I totally misunderstood the function of the Contact Search form?

@James Ainsworth That's an interesting idea, thanks. I'll look into it.

Thanks for the input @Ehsan but unfortunately our service requests are of the type "Upgrade server A on the 29th of November" so a timer won't help unless I can somehow trigger the clock to start on a set date/time

I am having problems with finding a solution to the following scenario. A service request is created to do something A date is agreed upon, the value of this date is currently stored in a custom field in the service which is then filled in the ticket. What I would like to do is create an SLA towards this agreed date so that if the service is not fulfilled on that date (or in some cases before it) the SLA is breached. Is this possible?

+1 for allowing connections to see a request

Search for users uses partial match during lookup so if you type duc you will find Donald Duck. This is not the case with organisations which makes you need to know the proper name before hand since you don't get suggestions unless you type the name from the begining. This is applicable when adding service subscribers and adding contact to organisation - from contact view. So if you want to subscribe the "International Council for Preservation of Rugby Union Rules" you need to type "int" and it will be found. If you just vaguely remember rugby you cannot find anything by typing "rug"

+1 for bullet number 1 in initial ticket. We have had a lot of negative feedback from analysts regarding this.

I am currently experiencing problems with locking the action bar. In the BPM I use the Access control -> Lock/Unlock actions node to force analysts to assign and prioritize a ticket before being able to work with or resolve it. I set locks to yes as indicated in the image. Action icons are then greyed but still usable as in the other image. Is there a way to hard-lock or even remove the icons until they are unlocked? Also action items greyed does not seem totally concistent with the lock controls node settings.

@Steven Boardman I'm on build 1335, shall I put this to the support portal?

@Steven Boardman Hi Steven, that did not work at all. Status is still open and no sub status is set.

That's a workaround we can use until the status node works fully.

Hi When creating a new BPM I use the Automated ATsk node to set status and sub status for a certain type of ticket. However the node does not allow me to set status to "on hold" When I set the sub status (which is an on hold) substatus and leave the status field to Auto, the BPM crashes.

Hi @James Ainsworth A follow up question. Once shared, is there a way to automatically , through BPM link them to a request? Assuming all of a customer's assets should be visible in the request.

@Steven Boardman Thanks for fast response. When I looked in the database I find several h_pk_serviceid for each service in h_itsm_service. It appears each is connected to a translation. But when I go to my service portfolio, the URL is https://live.hornbill.com/{instance}/servicemanager/service/view/X where X is a number. Would this be the number to use for lookups in the Business Process?

I found it in get request details rather than get service details. Follow up question. In the database each service has different ID's depending on translations etc. How will this affect BPM lookups? do I need to handle all ID's or do I use the h_linked_service_id as a catch-all?