Paul Smith

@James Ainsworth thank you for the update....it looks really encouraging ! How do I keep track of the development ? Thanks Paul

Hi @Victor Did you get any update on this one ? thanks Paul

Hi @James Ainsworth Sorry for the late reply....I'm new to this and hasn't noticed the updates if I'm honest !! I kind of got around this with a different work around of forcing a generic non offensive Category within the BPM. I might take a look at your proposal though if I can get rid of one of the Timeline entries as you now have 2 entries saying the same thing ? I'd appreciate it if you could shed light on why its required even when its set not to be in the settings when its been looked at Thank you for the advice above Kind Regards Paul

Hi @Victor thanks for the reply I have a number of services which are accessible by our external customers for the logging of support requests with us. So Software Support requests are logged via a Software Service, Hardware Support via a Hardware service etc. These services are also available to our internal analysis, so should the customer phone us with an emergency situation we can log the request on their behalf. ALL of these customer based support requests are completed using Catalog Items defined under Incident. For our Software Support Incidents when we investigate we may establish that there is a software bug that we want our development team to fix. To achieve this we raise a Change on the development team. That Change needs to have on it the external customer & organisation so we know who the fix is for BUT it is not customer facing it is purely internal. Currently we just use the Default Change set in the System Settings for both the PC & BPM however by doing so I lose control of the options available ( I don't want the e-mail button available for example ) so it was suggested I create a Service purely for my Change Requests and I can then control what is available. When I have done that and then go to log a Change, like Doug I see ALL Services associated with the external customer's organisation. With the exception of the Change Service all of the others do NOT have a Change Catalog Item but you can still select the Service and continue on. Ironically you cant select the Change Service you do have to select one of the Catalog items within it. For me when you select a Request Type only show the Services that have that Request Type defined. I hope this makes sense ! Regards Pau;

@DougA did you get anywhere with issue I've got exactly the same problem, have tried exactly the same workarounds and its driving me mad. Theres got to be an easy answer to this hasn't there ? Appreciate any help you may have Thanks Paul

I don't wish to use Closure Categories as they are for internal use and I cant find a way of stopping our external customers from seeing them. I have decided therefore not to creat any. However when a request is resolved it still shows on the timeline as 'Request has been resolved without a category'.This is then followed with the text keyed into the resolution by the analyst. As this category message will undoubtedly lead to questions from our external customers, does anyone have any suggestions as to preventing this from appearing ? I do have the global setting servicemanager.request.closureCategory.default.required set to OFF

Thank you @Gerry @Martyn Houghton

We currently use Supportworks and our customers access via the support portal available with this product. These customers will therefore have the address for this portal stored in favourites etc on their browsers. We are completing a transition from Supportworks to Hornbill and would like it to be seamless for our customers. Our ISP have suggested pointing our existing domain name at the IP address of the Hornbill Server. Can we do this and if so can someone confirm the IP Address to use.