HHH

Yes, the visibility is set to both but I'll look into servicemanager.progressiveCapture.servicedetails.enableSupportVisibility. Thanks both of you.

Hi We just set up a CI where staff can raise suggestions for making improvements in forms and processes for our instance of Hornbill. This is set up as a separate service which has our Hornbill admin team as supporting team and the rest of the staff as subscribers. When testing our staff cannot raise requests for this service from "within", only through the portal. Is this due to them only being subscribers and not part of the supporting team? How should we set up this to allow for staff to raise tickets but only our admin team to work with them?

Hi I'm setting up a new business process and want to auto assign requests using a specific CI to a specific team. In the Business Process designer there is a Custom Expression "Flowcodes->Catalog Item Id" that I want to use. Where can I find this ID or would it be better to use "Flowcodes->Catalog Item"? If the latter, is it the title?

I noticed that the check done before saving a string in a catalogue item is case insensitive. So if I want to change "hello" to "Hello" I need to first change the string by adding or deleting characters and then again with the proper case. So for the above, I would need to for example change "hello" to "Helloo" and then "Helloo" to "Hello".

Using the Hornbill Integration bridge it's quite easy to automatically create a user. Is it possible to use a similar method to create a Customer (external user) and assign them to an Organisation?

Being able to push updates to a linked request would be an awesome feature. Could this be added as a development request please.

@Cizzling Could this be something for us, modified on for example asset level?

Just a want to make sure I'm thinking correctly. When setting up response and resolution timers in the Business process and I for example have an SLA that says 1h response and 6h resolution, I should start both timers simultaneously and stop them at the appropriate places in the BP. So it should be: start response - start resolution - do respond stuff - stop response - do other stuff and resolve - stop resolution Not: start response - do respond stuff - stop response - start resolution - do other stuff and resolve - stop resoultion

A possible bug in custom forms in Progressive Capture. Steps to reproduce: 1. Add a custom form to Progressive Capture that has a field of type label. 2. Add a default value in English. 3. Switch to another language and enter translation of default value. 4. Switch back to English Expected behavior: English text is shown. Actual behavior: Home made translation is shown. If I then add English again and switch over to the translated language the last entered text remains despite language. 1. English text 2. Swedish translation 3. Back to English after editing text

Is connecting assets to external customers in the pipeline?

Hi. Please add me (and my organisation) as interested party as well.

+1 for me.

I have set up a part of my business process that checks the customer's language and sends a new request notification in the appropriate language. Shall I use the language code "da" for Danish or set the check for language = Danish? See attached screenshot where I use both as explanation.

It would be mainly monthly reports with respect to number of requests opened and closed by the customer organisation, showing priorities, request categories, SLA breachies and similiar. Basically we would like to be able to create a report in the reporting tool, flag it as being for a specific customer organisation and have it available through the portal when someone (specified) in that organisation logs in.

Since we work exclusively with external customers making reports available to them means a lot of extra manual steps to make them accessible. We would like to be able to present reports or dashboards to select customers through the customer portal somehow.

We also deal with external organisations only and currently have 1500+ customer organisations, each with multiple users

@Hornbill Staff Are there any plans to allow portal access and passwords to be done in bulk? We have over 1500 external customers in the pipline and the way it's done now will be a massive workload.

Is there a setting so when a new (external) customer is created, an email is sent to them informing them about this and sending their credentials? If not consider this a development suggestion

OK, thanks

Hi I accidentally cancelled a request and now I cannot find a way to uncancel it. Is there a way or is this limited to a specific role and/or ownership? Thanks.

+1 for this, it's a serious issue for us with over 1500 external customers

I was in Service Manager -> Simple Lists. Thanks to both of you.

Can anyone tell me if the content of the Industry drop down for Organisations can be edited somewhere?

+1 for this request

This would be both (in our case). But can it be made to be turned on through a setting if SSO is not used?