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Stuart Torres-Catmur

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Everything posted by Stuart Torres-Catmur

  1. Stuart Torres-Catmur
    @Victor Understood. And thanks for the wiki link too :o)
  2. Stuart Torres-Catmur
    @Victor Glad I asked. Thanks. Am I correct we're talking about the profiles set up under Home> System> Data> Profiles>Request? Also, I'm curious. Please could you elaborate on what difference it makes having guest.servicemanager.request.category.request.storeFilteredDisplay turned on or off? Screenshot examples would be most welcome. Is a similar property available for closure categories?
  3. Stuart Torres-Catmur
    Hi When a new build is released on Announcements, we get a brief reference to what is fixed, changed, etc, but I'm at a loss as to how to find out more details. Eg. Fix PM00151205 on Service Manager build 1231 We think we may have been experiencing this but can't be sure as the description isn't full enough. Clearly this is detailed somewhere else, as a reference has been given. How do we access a fuller description please?
  4. Stuart Torres-Catmur
    @Victor Understood. Thanks
  5. Stuart Torres-Catmur
    @Victor Done! emails received and I've reset my password. Thanks Victor
  6. Stuart Torres-Catmur
    @Victor I just tried again now. I'm using my email address as the login name
  7. Stuart Torres-Catmur
    please see attached list of roles for both user accounts mentioned
  8. Stuart Torres-Catmur
    Hi My colleague user FCoker needs to be able to reassign activities on requests where the owner changes and the associated activity needs to be manually reassigned to another support team member. I've compared permissions with user ASharpe01 who can reassign activities and can't see any roles he has that if given to FCoker would enable activity reassignment. Please could you advise what standard roles include this permission.
  9. Stuart Torres-Catmur
    @James Ainsworth Funny you mention that. The customer has just responded to say it's working now. Maybe browser cache cleared after a certain period and caught up with that one. We've got no other reported incidents of this so consider this one resolved. Thanks
  10. Stuart Torres-Catmur
    @Victor Thanks Victor. We've never been told to use this portal before and I've not been issued a login. I just tried entering my email as username and requesting a password reset. That was 10 minutes ago. Please advise how I should access the portal?
  11. Stuart Torres-Catmur
    @Steven Boardman User EO'Hara still can't access services on the Self Service Portal. We updated Service Manager last week to build 1228, which I assumed included the 1223 fix for this issue?
  12. Stuart Torres-Catmur
    Thanks for all the comments and work in progress.
  13. Stuart Torres-Catmur
    @James Ainsworth We've not had any further reports of this thankfully. Unfortunately the username with apostrophe issue still persists - I'll update that thread separately
  14. Stuart Torres-Catmur
    The 3 examples I've got are SR00034957 SR00035083 SR00034584 I have manually added in detail since they were logged in some cases, but hopefully this gives you enough to investigate.
  15. Stuart Torres-Catmur
    SR00035083 also has this issue MOSAIC Management Requests (Get Help from Digital and IT) But then SR00035097 logged shortly afterwards by the same person using the same procap came through fine HELP!!!!
  16. Stuart Torres-Catmur
    Also affected: Request System Access for an Agency Worker(Get Help from Digital and IT)
  17. Stuart Torres-Catmur
    Hi I've got a few instances logged now where requests are coming through - sometimes - with no data on them. Instead we get 'undefined' stamped everywhere. this is since we went to build 1221 on Tuesday 1st May. The two catalogue items affected are: Set up/Change/End access to an IT System under the service Get Help from Digital and IT I Have a Finance Query under the service My Finance and Procurement The only thing I've spotted with what one user was entering into their request was the '&' symbol, but this should be handled. Please advise if this has been picked up and fixed in the latest build available
  18. Stuart Torres-Catmur
    @Steven Boardman Thanks for responding so quickly to this. We'll get build 1223 put in later today.
  19. Stuart Torres-Catmur
    Hi From today, user EO'Hara cannot see any services on our Self Service portal She has previously had no problems accessing services on the portal. Was able to log self service request yesterday. Issue started today. The same whether using IE11 or Chrome We updated Service Manager to Build 1221 this morning. I can't see any issues with her account. I wouldn't personally include an apostrophe in a username, but this hasn't caused an issue for her with Service Manager before.
  20. Stuart Torres-Catmur
    It is only defaulting to Business Hub. No other mailboxes are manifesting this behaviour.
  21. Stuart Torres-Catmur
    Hi We have several mailboxes set up on our instance with identically configured mailbox roles for each one. in the last couple of weeks we've discovered that if we have the mailbox role Mailbox - BusinessHub on our list of user account roles, whenever we reply to an email it will default to that email address as the sending address irrespective of what mailbox it was sent to. Eg. Email sent to Service Desk. I reply to the email and it shows the sending account as being Business Hub instead of Service Desk. We can manually change this of course, but surely we shouldn't have to. Please advise why this is happening. It looks like there is a default email setting somewhere that automatically chooses a set account to reply with rather than using the account the email was sent to.
  22. Stuart Torres-Catmur
    Hi Please could I have a quote for 4x User licenses and 1x Mailbox subscription. We have another team who would like to join the family
  23. Stuart Torres-Catmur
    @Victor Working for us as well. Thank you
  24. Stuart Torres-Catmur
    Hi One of our staff has changed name. This means she has a new Active Directory account and through LDAP provisioning, a new Service Manager. How does she access requests she logged prior to her name change? (i.e. logged under her old user name
  25. Stuart Torres-Catmur
    Hi folks When requests are logged via hornbill's "I want to book a minute taker" the time selected is not being reflected in the automated emails, appearing to not have taken daylight saving time into consideration, as it is always an hour before. Just to confirm it is just the emails being effected, the actual request details show the right time Basically we have date conversion nodes in the Minute Taking BPM and it seems to be taking an hour off. Is this a system setting / wokflow config we've missed or is it a bug? Please help
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