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HHH

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Everything posted by HHH

  1. HHH
    This worked as intended. Do you know if it's possible to inject some template text into the reason field?
  2. HHH
    Can I open a new PC from within a Request or would I need to make a linked request?
  3. HHH
    Hi Just calling on the collected expertize of the community to help me get Atlassian Integration working. What i'm trying to do is use the Business Process and integration bridge to create a form/template that contains information that will be pushed to Jira. Something like this. Hornbill Request ID: (Taken from Flowcode variable) Steps to reproduce: (Here the Analyst fills in the steps necessary) Expected Result: (Here the Analyst fills in the info) Actual Result: (Here the Analyst fills in the info) The contents of the form would then be added to the Description Field in the Integration Parameters (see attached screenshot) First I just used the Description Flowcode Information but R&D blocked it since the quality of the created Jira was too low and they wanted something along the lines above. Any help is appreciated.
  4. HHH
    These are request and closure categories. We need desperately to be able to translate those since they are seen by customer in portal.
  5. HHH
    Any news on this @Steven Boardman?
  6. HHH
    That would help a lot when having service requests that have a minimum time for fulfillment for whatever reason
  7. HHH
    I got a question from one of our analysts today if Service Manager autosaves drafts of updates somehow. The scenario would be the following. Analysts takes call and raises request, before being done he/she accidentally or on purpose navigates away from page thus losing all the entered text. Is there an autosave/restore function for the text that was answered?
  8. HHH
    Same issue for us
  9. HHH

    Issues with iOS App

    HHH replied to Dan Munns's topic in iOS

    I have the same problem with menu hiding top request. Also iphone SE. I can access all my requests though.
  10. HHH
    @Gerry I was not aware that it was an option to log in with email address instead of login ID, which explains why you wanted it unique. But your proposed solution is how we work today. Thanks for the quick response.
  11. HHH
    That makes perfect sense. One question about using email address as login ID. Is login ID unique constrained or is it the combination of logon ID and password that has to be unique? If the former, splitting email into personal and notify email as you suggest would be preferrable. We currently have solved it by not using email address as login ID.
  12. HHH
    I can confirm that the patch is working as expected. Thank you.
  13. HHH
    Sure: First case is for testing. Since we work internationally in several languages I have set up 6 test users, each specified as having a different language but all with my email set up as their email. That way I can test for example using language dependent email templates and such. I only have one email address and getting more in our AD for this sole purpose is a lot of hassle. Second case is where we have several customers within a customer organisation sharing the same email inbox. For example the front desk at their locality. They have individual email addresses (unknown to us) but also share a common inbox and want that inbox to be the one we send emails to and communicate with. The third case is where several of our customers organisations share for example a third party monitoring company or even another service desk. An example would be municipalities and/or large organisations. This third party contact will then, since Service Manager doesn't allow a customer to be shared among organisations, have to be set up as an individual user in each of the different organisations. They will then need to have their own (third party) email address in each of the organisations or often share an address like helpdesk@customer.com
  14. HHH
    Hi Gerry, can we discuss this on the phone or over Skype since detailing it in writing can be a bit hard. We have several cases as mentioned in my initial post where it's needed. I will add a ticket in the success portal with my contact information referencing this thread.
  15. HHH
    Please do. Thanks for the quick response.
  16. HHH
    Hi We have several test customers with portal access for demoing purposes, they have so far shared a common email address. But today when I tried adding a new one I got an error message. Is there any way to turn this off since it's really a blocker for us for the following reasons. We have customers where the staff share the same mail box, but they need to have different accounts for support. We have the above mentioned test/demo customers We have instances where several customers share a third party asset that monitors our services and creates support tickets for them. In this case since a customer cannot be assigned to several organisations, we have created them as one user per organisation but they have the same email address since they are the same physical person(s) and we cannot mandate that their organisation changes this and uses separate emails per instance. Please remove the unique constraint again or at least make it optional.
  17. HHH
    Has anything been decided regarding being able to add attachment fields to custom forms, and also the service category form?
  18. HHH
    Please let the Used By to also include external Customers and Organizations, this is very vital to our company since we are B2B only and knowing which customer is hosted on which server w.o external tools would be a great improvement.
  19. HHH
    We handle these as service requests, primarily since our developers use Jira as their tool. We keep the requests open until CAB has given a go-ahead or rejected the requests then just informing the customer of the outcome and to read the release notes of future releases if the proposal has been OK'd. So far it's worked well with the customers we have.
  20. HHH
    How do I activate this? I cannot see the "attach document" icon in our requests. Does something need to be activated? Never mind: It was a role that was needed for that user.
  21. HHH
    I deleted since I wanted to keep the user list tidy. The recreated user is now archived.
  22. HHH
    I did a workaround by creating a user with the same ID. Then it fell into place. But something is seriously wrong if you cannot delete a user w.o locking up any ticket they were ever involved in.
  23. HHH
    One of our team recently retired so she assigned her tickets to the rest of the team and after retirement her account was deleted. Now the timeline to the tickets previously assigned to her is missing. How can we get it to show again?
  24. HHH
    +1 this is definitely a great idea which will ease it for us.
  25. HHH
    Great that this is on it's way. It's been one of our main annoyances. Keep up the good work!
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