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Stuart Torres-Catmur

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Stuart Torres-Catmur last won the day on June 26 2017

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About Stuart Torres-Catmur

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  1. @Steven Boardman Having discussed this matter with colleagues, we've decided not to switch this on, as it was too risky in respect of staff requests to HR regarding, for example, grievance procedure that their line manager should not see. We are going to wait until we've got Employee Portal live and use Connections instead. Thank you once again for your helpful assistance with this matter. Stuart
  2. @Steven Boardman Thanks for your help with this. Hopefully we'll switch this on next week. Handy!
  3. @Steven Boardman Just one more question. Is access only to requests raised by staff directly under that manager? i.e. if the manager is the line manager of another manager, they cannot see requests made by staff under that manager, but only their direct reports.
  4. @Steven Boardman Thank you Steven this is most helpful. Can the manager view closed requests for their staff member or only open ones? I'm just thinking about things such as password requests.
  5. Hi We have a manager who has is set to User and has Collaboration, Self Service User and Basic User roles. She has asked if it is possible for her to view requests raised by members of her team (and update them?). Her team are all Basic Users, set up with Self Service User and Basic User roles and have their manager set up as their manager on their user accounts. Is this possible, and if so, how do I set this up? Assuming this is possible, which URL should the manager use? https://service.hornbill.com/walthamforest/servicemanager/ or https://live.hornbi
  6. @James Ainsworth Thanks for this. I set myself up as the Manager of the IT Service Desk, refreshed, then tried the My Activities Page. It still only allows me to view my own tasks and not those of the team I've myself as manager of. I need to check a particular member of staff who is on maternity leave so we can swap her license to the user covering for her.
  7. Hi, we've got some staff who have left/moved and I need to remove their user license, but it says they have tasks assigned to them. How can I get a view of their assigned tasks and what requests they are on to get the tasks completed/reassigned please?
  8. @Steve Giller OK, so currently our instance is set to store request related mail in the relevant mailbox Deleted Items folder of each of the 17 mailboxes we have integrated. Please could you check and let me know if the steps below are correct for configuring our instance to instead start storing Request related emails in a dedicated folder called ‘Applied to requests’, 1. Go into each Hornbill Mailbox and create a folder called 'Applied to requests' 2. Change the setting servicemanager.email.archiveFolderName from 'Deleted Items' to 'Applied to requests' (Home>Applicati
  9. @Steve Giller I've checked. That seems to be the issue. Now, here's a conundrum: If emails uploaded into a timeline are automatically put in the mailbox deleted folder, then we empty that folder, all emails in requests will suffer the same fate? Any suggested solutions where we can differentiate between request emails - that should not be deleted - and other mailbox activity that can be permanently deleted without problem?
  10. Hi Please see attached screenshots that show side by side two requests Timeline comparison: Both have email timeline updates from the same sender for the same type of thing (quote for kit) Email view comparison: On the left hand request, the email can be opened for view On the right hand request, the email cannot be accessed. Why is this please?
  11. Hi Some of our request forms are quite lengthy (e.g. HR recruitment) and can take some time to complete. Customers find that sometimes they lose their request part way through filling out the form due to poor network (local issues - we have many staff working from home at the moment!) If it were possible to save a request before a customer submits it, this would not only mitigate network problems that may occur during form completion, but would also significantly expand the business potential of the product. We could create far more in-depth Progressive Capture forms (e.g. que
  12. @Miro It's been a while. Any progress on getting this fix in a release? Kind regards Stuart
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