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Lauren

Hornbill Users
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Lauren last won the day on February 15

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About Lauren

  • Rank
    Senior Member
  • Birthday June 24

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  • Gender
    Female
  • Location
    Kent, United Kingdom

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  1. Hi, Is there a way of making the "Remove" button on the Customer Details form visible to only certain users? We've had a couple of instances whereby analysts have accidentally clicked this button and it has removed the customer's details from the request. I am aware that the customer can be added back using the "Change Customer" function, however if we can prevent the customer from being removed altogether that'd be great. Thanks Lauren
  2. +1, this would be really helpful for us too. @James Ainsworth, is there an update with this at all please?
  3. Hi @James Ainsworth I thought that may be the case and that makes perfect sense. Therefore, is any of the following possible? A column that will show the total number of linked requests that a request may have A column specifically to show a linked problem or known error, as typically requests would only have one linked problem or known error Alternatively, are there any suggestions you may have? We looked at utilising custom fields but I don't quite know how to map (or if it's actually possible!) the linked entity field to a custom field for use in the request list. Thanks Lauren
  4. Hi Is there a way to add an additional field to the request list that'll show linked entities? We currently have some incidents that are associated to problems and some that aren't - having a field that shows linked entities means we can sort our request lists more effectively. Thanks Lauren
  5. Hi @Ehsan The default visibility of guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.assign is set to Customer. I don't follow any of the requests. I did have a thought though - could this be down to the fact that I'm a member of multiple teams? Does that have any effect on the "Owner" value at all? Thanks for letting me know about locking it - I think that may be a good option. Lauren
  6. Hi @Ehsan Apologies if I wasn't quite clear in my previous posts. I am the owner of a request, yet the option to set the visibility as "Owner" of that request doesn't appear: If required, incident number is IN00033547. It seems very intermittent and shows on only some requests I am the owner of. It is the same for other analysts. My other question, was that if someone sets the visibility of an update to "Owner" - is there a role or setting that we can switch on that will enable certain administrators of the system to see that update, or all updates where the visibility is set to "Owner"? Thanks Lauren
  7. Hi @James Ainsworth @Daniel Dekel @Steven Boardman Apologies for picking on you directly. Are you able to advise if there is an option as above? Also, we've seen that the "Owner" option isn't on all requests. As an example, I currently have three open requests, all of which I am the owner for, and only one displays "Owner" for visibility when adding an update to the request. Can you confirm what the criteria is for this to be listed please, as I'd assumed it would be visible to the owner? Thanks Lauren
  8. Hi @Claire Holtham The last request to encounter this issue was on 4th March for us - later that day we installed 1451. Since we've updated we've not had any further occurrences of this. Lauren
  9. Hi @James Ainsworth So sorry that I didn't ever reply to this! Sometimes we have changes that relate to several assets at once - as an example, we have some third parties that supply multiple services to us. As part of one change they're doing, it may affect several services at different points throughout the duration of that change. We'd therefore want an entry to the change/release schedule per affected service, as it gives the Service Desk and other IT staff visibility for each affected service rather than having one entry per a change that could go on for a period of a week or two weeks etc. All IT staff and management would need to be aware of this. The change schedule in Supportworks acted as our bible for upcoming changes/releases and would often have multiple entries per change for the reason outlined above. Thanks Lauren
  10. Hi We've recently encountered an issue whereby an analyst added a lengthy update to an incident of critical priority, but set the visibility as "Owner" before going on leave. We therefore didn't know what information the analyst had placed on the request, and had no way of providing updates to management etc. Therefore, is there a role or setting that enables certain admins of the system to see ALL updates, regardless of the visibility? Thanks Lauren
  11. @Gerry, that's great - thanks for the update.
  12. Hi @Bob Dickinson Thank you for your reply, however I've already sorted this with Dan's help. Lauren
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