Jeremy

We are trying to get a list of our teams in Service Manager and the users that are attached to that team, is this something that is simple to achieve?

bump

This is still an issue for us and would appreciate someone looking into this for us.

This is now becoming an issue for us, as we are unable to send out information regarding end of year and getting quotes etc accepted.

as a temporary fix you could upload here https://imgur.com/ and make the images hidden and then use the links to add images etc to the employee portal. I know it may not be the best solution but we have found that it works for us for some non-copyrighted/generic images.

When requests are unassigned it just has the 'Update' and 'Assign' icons available, is there a way to add/turn on others? We would like email to be available if possible? Can these be turned on in the admin settings like the on-hold icons?

When trying to send emails with attachments Service Manager is erroring with the following: Also when trying to reupload documents this error is occurring: in console: Access to XMLHttpRequest at 'https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined' from origin 'https://live.hornbill.com' has been blocked by CORS policy: Response to preflight request doesn't pass access control check: No 'Access-Control-Allow-Origin' header is present on the requested resource. core.combined.js?rel=1449:7 DELETE https://mdh-p01-api.hornbill.com/uopservicedesk/davundefined net::ERR_FAILED

When logging requests from emails it adds the attachment as part of the process and shows in the side bar that the attachment is there but once logged the attachment does not appear in the request. We then have to download the attachment from the email and manually add to the request, can this be looked into please?

@Daniel Dekel to allow people to see their requests on the portal and update them etc every service needs to be 'visible' in the portal otherwise there will be certain requests that people can't see. When logging into the Employee Portal we have set this up with manual links to forms and relevant services, all others are ignored so it far more difficult to find this information, in the customer portal as it's the 'old' style it shows all visible services which in our case is every service. There is not a way to distinguish between portals so we can't even set a few services to be available on the customer portal. For our example, we are trying to allow people to complete a form regarding our Sports Dept but when people sign up and login they are presented will a list of all services and not specific forms that are only available to them. I appreciate that you can restrict Services/CIs by subscribers but as we deal with so many customers this is practically impossible for us.

I know this is not strictly related to the Employee Portal but I was wondering when the Customer Portal was going to be updated to the new style as the Employee Portal? We have some use cases that we want to place some forms on there to allow external people from completing but currently it exposes every form and service on this portal and this will lead to confusion with External people locating the correct form.

When viewing emails in the mailbox can the email as below also be displayed as below in the same section as the "From: name" We have scenarios where we have to provide emails for funding and these need to have the email address displayed when printing emails as PDFs.

Is there a response about whether these attachments are stored/removed from the server?

We have noticed that when completing tasks in a request that have been system generated although the task is completed the timeline is not being populated with the completion details of the task....is there something that I have missed? Also there are other tasks that appear later and these do appear in the timeline once completed. This is only happening in one BPM that we can see at the moment, but we haven't changed anything recently and wondered what may have changed?

I think that I can guess the answer to this one, but thought I'd ask.... When Applying emails to Requests via the button in the Mailbox: Where it lists the customers request on the left is there a way to turn this off for specific mailboxes? We have a department that is using Service Manager but want to enter this number manually.

just update it via the BPM and either enter a blank value or enter null

you can search for the BPM ID in the Database Direct search (admin - Home/System/Data/Database Direct) by using this SQL search: SELECT h_bpm_id FROM h_itsm_requests WHERE h_pk_reference = 'XXXXXXXXX' Change the X's for the request number and it should return the actual BPM ID number

So we have this issue appearing today, on the right is the request completed via self service which shows the date selected but on the left in the request is shows as 'null' Please can this be looked into as we use this for prioritising of some requests submitted via self service.

This has a lot of benefits that we could utilise, also we would like an option of being able to complete part of a form and then a manager can authorise it then once OK'd the customer can then fill out additional supplementary questions would be great as so many people have to fill out lengthy forms only for them to be rejected or rejected on a technicality and then have to complete another long winded form. Alternatively an option to be able to send a form as part of a request would be nice too, so at any point in the BPM send an email saying complete this form and the answers etc are added to the existing request would be very useful. Sorry this turned into a bit of hi-jacking...but we would support this in any capacity.

We have noticed that this has been updated for the 'Category' selection but today it has been raised that the 'department; export has the long version e.g. UOP/ProfessionalServices/InformationServices/ rather than the old version of Information Services Can this also be updated?

@James Ainsworth sorry I wasn't clear, this is once a request is logged. If you remove the attachment (as below) does it delete the attachment from the server?

When submitting a form we get this popup error..... We were unable to process your Request. [Error: EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::core_logProgressiveCapture] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/core_logProgressiveCapture): nodeName: Script; nodeId: 0e49b164-a3a0-4e3e-bd90-76ad520d4ada; At 688/1: "Uncaught TypeError: Cannot read property 'length' of undefined" throw(e); _fc_node_exec_0e49b164_a3a0_4e3e_bd90_76ad520d4ada] Can anyone explain what this means?

When adding attachments it obviously adds them to the request etc, but when you go to remove it says that the attachment is unlinked from the request. Does this mean that the attachments are still in the database somewhere or do they actually get deleted once removed from a request? Then a follow up question, dependent on answer if they are just unlinked how to we go about deleting them from the server?

Regarding this update: Will this impact the current priorities that we have set up within the system and their SLTs etc?

@James Ainsworth I had not thought of using a custom field for a flag, that is a great idea that I think we will introduce....now to find a free custom field

We are using the functionality of when there are updates to requests they go blue (in our instance) but when you have read and caught up with everything we would like to unread the request and have the ability to turn the color on/off at the analyst choice if that makes sense. So if someone goes through a request and catches up on everything and then decides I need to come back to this later we would like to be able to turn the color back on.