HHH
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Enhancement Requests
Posts posted by HHH
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Is there a way for an external customer to view all requests raised by their organisation?
I made one of the customers Primary Contact for their organisation but it didn't seem to help.
I have also set guest.servicemanager.customer.home.showAllRequests to on
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Never mind, I've found the answer.
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Hi
We handle some government data and need confirmation that the data in Hornbill Service Manager is stored within the EU.
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I think we're misunderstanding one another here so I'll rephrase.
How do I get the information into the request itself. For example the assigned team gets a drop down where they can choose Bug or Improvement which then leads to the decision.
So in your diagram it would be som kind of a human interaction before the "Determine Jira Ticket Type"
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That would be it, thank you!
Edit: What would the "Determine Jira Ticket Type" look like if expanded in order to get the right information for the decision?
Right now i get outcome yes/no so I must be setting something wrong.
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I found those but adding those in the setup would not really help since the issue type and project would be set on a per ticket basis by the Service Desk staff creating the Jira ticket.
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I need some help connecting guest.ui.app.com.hornbill.servicemanager.integration.jira.issueType and guest.ui.app.com.hornbill.servicemanager.integration.jira.projectName to a change ticket since these will be chosen when creating the Jira from within Hornbill.
My question is: How do I add this information to the business process since it's dynamic.
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On 2017-06-02 at 5:31 PM, James Ainsworth said:
Thanks for your feedback. It sounds like the change mentioned in the original post by Armando might help here. As with these two scenarios, the assets are still internal to the business and the owners would be internal users, we just need to look at the ''Used By'' to include more than just an internal user and allow Groups, Contacts, and Organisations (external)
Thanks,
James
That looks like it would be a working solution for our needs. Basically the asset is owned by an internal entity and used by one or more external customers or organisations.
Thanks for the quick reply.
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Bullet number 2 i your list would be closest to what is our case although the customer themselves don't know on which server they reside. They all use the same service but it's installed per server (not cloud service) so connecting the asset to the server won't be an option.
We host a number of customer's websites and databases in our hosting centre. In order to be able to make quicker support we would like to automatically get server, os, DB, software versions etc. fetched when the customer places a support ticket. That way our analysts will save a lot of time and we can also see if that customer's server has any special settings applied which we need to consider.
We can of course have that information in the organisation but that would be a waste of a good asset management system :).
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Are there any plans to be able to connect external customers and/or organisations to assets?
If yes it is in the nearby future?
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Hi
Where do I find the field in the attached screenshot so I can translate it?
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With the new GDPR https://en.wikipedia.org/wiki/General_Data_Protection_Regulation coming up on May 25th. How does Hornbill Service Manager deal with if a customer wants to be "forgotten"?
Will references to them be anonymized since we will still need the ticket history?
Also, since GDPR also takes into account non-structured data, is there any way to find/change/delete references to a specific person within the ticket free text?
Way to view all of an organisation's requests
in Service Manager
Posted
Thank you!