mojahidm

Thanks @Gerry I think it will be unlikely that we will change it in that case... We've only got the one instance of this at the moment, but was a consideration for the future. Kind regards, Mojahid

Hi, Is there a way to change the userid? We use the user's name for the userid field and I wanted to know if it is possible to change it, as someone has recently gotten married and changed their name. Many thanks, Mojahid

Thanks for the answer @Martyn Houghton Saves me trying all sorts of things trying to get it working Mojahid

Hi @Bob Dickinson and @Martyn Houghton Just a follow up question to this; we've managed to get some test customers imported into the system, but we realised that we also needed to bulk import password, LoginID and associate to the correct portal access. Is there anyway of doing this using the contact utility or is there another tool that can be used.... kind regards, Mojahid

Hi @Bob Dickinson and @Martyn Houghton Thank you both for all your help! I tried the new contact import utility and it worked fantastically Kind regards, Mojahid

Hi @Martyn Houghton I checked and there isn't... I checked against my customer id (Which was manually entered in and does have the organisation field showing) and can see that there is a Organization ID and Contact ID for myself... I think that is it, but how would we get the relationship set up? Is it something that can be done using the contact import method that we're using? kind regards, Mojahid

Hi @Martyn Houghton From what I can make of it, it looks like h_company is not the Organisation field I guess we're looking to find out what the organisation field is supposed to be..? kind regards, Mojahid

Hi @Martyn Houghton We tried organisation_id. We changed company to organisation_id in the csv file and then in the conf file and changed the value to 14. We also tried with organization_id, but it unfortunately doesn't populate the organisation field in Hornbill. kind regards, Mojahid

Hi @James Ainsworth, Thank you for the information and if the below is possible, then I think that would be great: 'We can also look to see how we can improve the Global Search to include organisations as part of the search.' We are only starting to move ourselves over to the Hornbill ITSM and can in the meantime, if required, use the workaround that you've stated :-) Kind regards, Mojahid

Hi @James Ainsworth, I was wondering if in the meantime, we could use the filters to narrow the search and then use org:hornbill "Error: Unable to identify your system state" in the search field...? Kind regards, Mojahid

Thanks James :-) In the past, we’ve had calls (requests) where we know the affected service, that it was resolved a few months ago and the organisation. What we ideally are looking for is to be able to filter by the Status, Service, then customer’s (Contact’s) organization and finally in the search bar we would put the summary of what we were looking for. It's for those times when we know that such and such organization had the same fault and were looking for a resolution. Would it be something that is possible to add as an enhancement to the request search...? Kind regards, Mojahid

Hi, We're trying to import our contacts into ITSM. We've done a test trial and can successfully import the logon_id; firstname; lastname; email_1 and country. However, when we try to import the organization, it fails. Nothing is written as shown below: Screenshot 1 Screenshot 2 The first screenshot is of the csv file that we used. We expected to see 'PIKI' in the second screenshot under the 'Organisation' field. We have tried using Organisation as the header, as well as trying organization_id, ensuring to amend the conf.json file when we tested. Below is the current setup of the conf.json file (Inserted as Screenshot as it takes less space then text) Any help would be greatly appreciated and please let me know if there is any other information that is required. Many thanks, Mojahid

Hi, Would it be possible to add 'Any Organisation' to the request search? I know that you can select 'Organisation' from the drop down menu instead of 'Requests' and I read that you could use org: organisation name (which hasn't been too successful for myself, but I'm still looking into in case it's an issue with the data), but it would very helpful to be able to sort by Organisation as well. Kind regards, Mojahid

and James :-)

Thanks Martyn :-)

Hi team, Is there a way to manually type in the date and time when you put requests/incidents on hold? I can scroll the date and time down, but not enter it in manually. We currently use SupportWorks and it's something I use every time I put a call on hold. Kind regards, Mojahid