Jeremy

As part of our change process we have a task for CERFs (when a change goes wrong), I am trying to find a way to pull out the task questions and answers that relate to specific tasks e.g. Task Title - CERF form for CHxxxxxxx Questions: Please enter the date that the change took place Give details of any unplanned outcomes What specific actions were taken to mitigate the unplanned outcomes? List recommendations to avoid these these outcomes in the future, including resources required We would then like a report based on the task(s) to display this information clearly so that we can keep tabs on the responses, also there is a subsequent task that happens after this which is the recommendations from CAB, which we would also like to include at the end of the request after it is closed. Has anyone ever done anything like this? I have got as far as getting the task information although it pulls a lot of other tasks not related, but also we cannot find an easy way to format the reports in Service Manager i.e. change the layouts etc

@Chaz So it seems when requests are assigned manually the number does decrease, but with the BPM/system assigned notifications they don't decrease....at least that is what we are currently seeing

Thanks @Steve G your speediness at resolving this is amazing!

We have a business process that we pass information into a google sheet, this fails every time with the error below/attached, when we use the restart BPM icon in the request this then works and passes the information properly. We have the keysafe credentials added but we are becoming unsure of how to resolve this issue.

@Chaz so this is just when jobs are assigned to the team or individual, but when you click on the request from the notification, I would expect this number to decrease?

We have noticed this too, guess the text wrapping is working that well....

@Chaz never even thought about that....thanks

We have noticed that even though we have the setting turned on not to allow requests to be resolved with open activities we have found a couple of jobs that are resolved with open tasks (see below) Is there something that has changed that means that these are now be closed without completing tasks?

@Chaz it closes

+1 from us

The notification bell in the top right when you click on the requests in the list the number does not decrease, it stays static unless you actually click the x or dismiss all. Has something changed in one of the updates as this used to work ok?

Chrome and there is no zoom level, also the same in Opera and firefox

When viewing dashboards it appears that the charts are out of alignment and it can get a bit confusing, could this be looked into please (the titles of the charts are appearing at the bottom of the one above)? Also when moving charts to relocate you have to position a lot higher than you think to get them to stay in the new location.

@Conor can this be raised as a request to have this added to the hornbill?

This may have been asked for before.... So we want to use the knowledge base features in Service Manager more extensively, for example when raising a new request can the FAQ 'solutions' be active so that we can select the solution and this resolves the request to the customer with the given information? Currently, the options are not working as designed as we can type in specific titles that match FAQ's exactly and they do not appear and if they do appear they are correct. Also when you get to the option of choosing a service these icons disappear, rather than showing you the service-specific FAQ's

So we would have to put this in the handle? Why is there not an actual field in the user details (Service Manager config... Home>System>Organisational Data>Users)

Is there a way of including title prefixes in user accounts as part of the import process?

We use this sometimes... https://wiki.hornbill.com/index.php/Service_Bulletins

Enhancement Request - when raising requests and adding customers or contact can we search by email address as well as a name?

When you get the authorisation email (as below), when you click authorise can the behaviour be changed to say something like 'This change has now been authorised' as currently, it takes you to the task where it just shows you the details again...suggesting that you need to complete the task as well as click the button in the email? For us, if they choose to Reject then it should go to the task as they need to input why it is being rejected.

Is there any further update to this?

When printing requests, please can the bottom highlighted Name and Email say Created By or Creator Name/Email as this gets confusing as some of our requests are raised via the portal so the details are the same as the customer and if an analyst raises the request then it is the analyst details.

I remember at some point that this idea of more granular notifications was actually scheduled for a change release at some point soon? Just wondered if you are any closer to getting this released?

@Steve Giller thank you so much!

May I ask how you added this right to the role?