Stuart Torres-Catmur

When using the word search feature to find a team in Organisations, it doesn't work. In the attached, we'd expect typing in the words shown to filter results down to just one entry.

Confirmed - all 3x updates applied today. Thank you

@Conor thanks. We will keep an eye out for these updates being applied in the maintenance window tomorrow.

Hi Connor. It's been a lot more than 8 hours since the first two updates were released?

The following updates have not automatically applied to our instance. Any idea why? Supplier manager 175 released on 21st March Core 81 released 22nd March Service Manager 2183 released yesterday

Hi Please could I have a response to this post? Any ideas around how this could be achieved would be helpful. E.g. inserting a url into the ProCap request that opens up a form that can be saved at a location and then later be transformed into a submitted request once complete via embedded buttons?

@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

@Steven Boardman Thanks for your help with this. Hopefully we'll switch this on next week. Handy!

@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.

@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.

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.hornbill.com/walthamforest/hornbill-today/

@James Ainsworth That's the one. Thanks James. Nailed it

@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.

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?

@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>Applications>Hornbill Service Manager>Application Settings) 3. We don't need to change the servicemanager.email.archive setting - leave it ON Once this is in place, any request related emails will from there on be stored in the relevant mailbox 'Applied to requests' folder. If this is correct, we would need to create such a folder in any new mailbox we integrate with Hornbill to ensure these emails get stored there. Now, if we were to forget to do this (surely not ever?!), would the Hornbill just store request emails for that mailbox in the In Box? Kind regards Stuart

@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?

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?

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. questionaires, self-assessments, fully detailed change request forms, etc.) I appreciate this may require significant development work. Is this a direction Hornbill would consider for the Service Manager product? Kind regards Stuart

Ditto - up for us too

Down for us too

@Miro It's been a while. Any progress on getting this fix in a release? Kind regards Stuart

Thanks James

Happy New Year @James Ainsworth Has this development request moved any nearer being incorporated into a release? Kind regards Stuart T-C

Happy New Year @Victor You last update said this would be moved to the relevant forum section. Is there any update? Is this under another thread somewhere? Please advise. Kind regards Stuart T-C

Hi @Daniel Dekel I've just tested one example that wasn't working before and it's fine now. Thank you I've asked for the member of staff to test as well. Kind regards Stuart