Dave Read

cheers, apparently an update problem we're hearing

is there a service status page? MI announcement route? @Victor @Steve Giller

@Steve Giller not sure why you say "not correct" as i see in our Asset Manager a PC's name they've used and a last logged in field on the same page - it's not a manual assignment, but actual resources they've authenticated to, possibly an import but still factual information available through Hornbill, ie useful info to offer to log a ticket against a user from a tag, but if it's not possible then not a problem. 99.9% of staff only use 1 PC therefore 1:1 relationship for vast majority, and if >1 then a pick-list for recently used loan or old device. i'd rather have a way to instantly add pictures or attachments when logging a ticket for a worker - but for another forum.

thanks @Steve Giller, so even though in a worker's record that has an item called "Service Manager" that within has a "My Assets" tab showing the devices they've logged in to, you can't reverse this association for interrogating at the "new service request" stage to pull their details in to log a call against them? not a massive service improvement but your feedback would be interesting. cheers.

searched forums and not seen a mention... the Assets section in Service Management is an invaluable tool for us when clarifying information on Laptops; last time logged in, serial number for warranty queries, the basic make/model etc, but a crucial one for us is who last logged in. So, is there a way for reversing this so that when logging a ticket against a worker, if they give their Asset Tag it will populate a choice of their account to log the ticket against them instead of just their name? I know of the "tel:" prefix that searches accounts with varying success, but is it possible for an Asset name to trigger choices? Service Manager tab shows related assets as though there's possible functionality to leverage; or is it a simple hostname based prefix I don't know? (I've tried a few without success) Apologies if this post needs moving to another forum.

seeing back-office, self-service users and external/direct login instances; we've our App teams looking into it and have given them heads-up on this thread too (for myself, the "reauthenticate now" option is working (domain joined work laptop over direct access) but for external it's not getting them over the line

@James Ainsworth you're right James, they've been moved - bit of a shudder to think all the time used to curate/update personal templates of resources had been lost. i guess it's not easy to have signposts to all the changes, but although i'm no web developer, i'd hope in the future for similar UI changes there could be a way to smooth out the user experience. (e.g a one-off transient legacy link that once clicked would would show information guiding users to the migration of the new entity) for the snippets change in particular, the icon does not clearly leap-out as a place to explore. something for the future to smooth out the user experience. no doubt there's a list of all the changes i've not seen, so apologies

I've been using the preview of the New UI full-time now for a while and 90% happy, but...... in the email section of service manager, we used to have a choice to use our own personally authored templates, called "snippets", but this appears not to be available anymore. There's value in consolidating everyone's personal stash of snippets into a globally curated Templates for a standardised approach, but am i right snippets for emails have been withdrawn? (we do have one template that all the team have visibility on) In ticket updates and outbound emails related to a ticket, snippets are still available; albeit not the same set as in emails. I've checked with the team and they're seeing the same omission and a lack of any other alternate way to access them. are they coming back or is there an over-arching strategy why they've been removed? Thanks, Dave

i'd like this ability please; i have a service analyst role outcome required: to not see issues caused by creating duplicate active directory sam account usernames problem: if you create a new worker account in azure that syncs with AD and subsequently name the sam account username to be our corporate standard... if you choose a username that matches one in hornbill that's been archived/disabled after inactivity in AD and deactivated/deleted, it will cause issues of not being able to log calls against them in service manager, and stops them from raising tickets for any section of the business via self-service over-work: we have to rename the ad account to a unique name, and then rebuild their local profile - but having to liaise personally with them for using their new login etc

UK Waltham Forest Council back up

thanks, @James Ainsworth i search now and i see that post, not yesterday - but their problem i've offered the same fix as I've just used successfully... remove redundant columns. this allows dynamic and automatic adjustment of width rendering to take place. (we need a "last update BY" column so i was adding too many columns like "last updated" & "last updated date" so we can sort by this column for identifying customer responses) sorry for potential thread hijack to @Martyn Houghton ;-)

hi all @lee mcdermott, i had the same problem but realised that it was because i thought i needed all the column headings i had on display; i used "customize columns" and removed some and the width of the columns i needed wider then dynamically widen automatically... fixed it for me. e.g. i had "last updated" and "date last updated" because we need to see if a customer has responded, but this is not useful if the service desk has updated the ticket. we ideally need (as per supportworks) the "last update BY" so we can sort by this column for identifying customer responses.

+1 for us, also, would I need to raise a separate thread for column widths in Service Manager for sub-queue view? truncation even if at lower screen zoom levels - we're looking to re-order the extracted content but pixel width control like Excel with optimising using customize columns would be a major efficiency.

thanks so much victor, my manager is very interested in your reply, so sending an alert to him @JBasey

Hi all, as simple as that really.... additional button to trigger a conversion of an Incident to a Service Request Problem/landscape the front-end of our self-service could possibly have a refresh to allow a Pareto-esque channelling of staff logging calls in the correct way with bespoke and specific choices based on historical calls of the last 9 months since initial implementation of Hornbill from Supportworks. staff are logging a high volume calls inappropriately as Incidents as that's the first item in the queue once a call's logged as an Incident, it appears there's no way to mid-process-engine convert to a Service Request the time wasted in relogging calls is very draining on resources and although our performance metrics are great, there's a gaping mound of efficiencies that could be cleared down. we take many requests that are far from broken items; folder permissioning, mobile device config, social service system requests, purchasing, New Users , website updates etc etc (plus other directorates are on the Hornbill bandwaggon in a *big* way, but these are items we don't see) we have a tight 1 day SLA on incidents that's being hampered by having to relog calls all day long could there be a way to have an additional icon close Incident emailing user what's happening log service request copying salient email user with standard confirmation and new ref block email updates to old call coping with classifications and anything else I've not thought of ;-) 99% I simply classify as a non-chargeable service request Grateful if this could be injected into your release plans Thanks, Dave.