[Asset view permission / role]

There must be a role that allows Analysts to view but not amend assets?

[Asset view permission / role]

Hi All,

Simple question, I would like to grant my team permission to view assets in Asset Management module, not edit or delete them. 

Which role would be most suited to achieve this?

Thanks

[Increase max number of rows returned in report]

I was looking in the wrong place, found it now, thanks all

 

[Increase max number of rows returned in report]

As in title, my max number of rows returned in a report is 5000, I thought I used to be able to increase this from the 

1. Advanced Tools & Settings
2.  Application Settings

But I can`t seem to find the setting since Hornbill admin changed

 

Thanks in advance

[Recent issues using progressive capture on Hornbill service portal]

Any progress on this issue please?

 

[PC forms not working as expected on service portal]

Any joy resolving this @Victor? Our users are unable to complete the new starter request forms.

Thanks

[PC forms not working as expected on service portal]

Thanks Victor, is this a recent thing?

 

[PC forms not working as expected on service portal]

Hi James,

 

Thanks for the response, the Portal is known to us as the self service portal, it is used by our internal users to raise requests for new starters, additional kit etc. The URL begins https://service.hornbill.com/xxxxx

[PC forms not working as expected on service portal]

Hi Hornbill user forum,

We have created and operated a form on the user portal for a number of years now to capture new starters and their IT requirements, but this recently has stopped working.

In the user portal the customers can select the "New Starter" form and are presented with the intelligent (progressive?) capture, there are a number of pages containing multiple questions, which are dependent on the users selections, these all work fine. However when clicking the finish button, the form does not complete as expected, the finish button changes to a lighter shade of blue then does nothing, the user stays at the last page of the form.

If an analyst creates a new service request on a customers behalf in the "live.hornbill.com" and selects the "New Starter" as the service they can then proceed to fill in the intelligent capture and when clicking finish a service request following the relevant business process is created successfully.

Any advice greatly appreciated.

Thanks 

[Create New Service Desk Team]

Great, got it thanks, didn`t see the Teams tab.

Thanks again

[Create New Service Desk Team]

Hopefully this is a straight-forward one: How I do create a new Helpdesk team?

I can see existing ones

[Resolution Timer stopped working]

Hi All,

My resolution timer has stopped working in that when creating a new call there is no longer a resolution date and time applied to the request.

This stopped working at the end of last year, so I`m keen to get it back on, I`ve not really looked at Hornbill config for a number of years so not sure where to start looking?

Thanks

Paul H

[Direct link to request in portal]

Yes! thats fixed it, many thanks for your response.

[Direct link to request in portal]

Hi,

In order to gather customer feedback we have a link to the users request in the portal incuded in the resolution email.

When the user clicks on the link, rather than be presented with their resolved request and the ability to enter feedback, the page redirects to the service portal login front page and prompts the user to login. This confuses users and they ultimaley don`t leave feedback.

I`ve read another topic where someone has the same issue which they resolved by removing the final "/" from the url but this doesn`t appear to work for me. I`m thinking it may be to do with our ADFS integration.

Any ideas?

URL link in the email is: https://service.hornbill.com/<instancename>/servicemanager/request/view/{{.H_PK_REFERENCE}}

This redirects to

https://service.hornbill.com/<instancename>/

Thanks

 

[Setting logging category in business process]

Thanks Victor, Rookie error!

[Setting logging category in business process]

HI Victor,

Thanks for the response, the issue appears to occur across all of our business processes, note that this is something that has recently been added and has never worked. Please see SR00012256, which is an example from our new starter process. This was raised at 14:03 on 1st June. We would like this to be categorised as SERVICE REQUEST -> STARTER

Many Thanks for your help with this.

Paul H

 

[Setting logging category in business process]

Hi,

I am trying to force a number of business processes to populate the logging category details. I`ve added an automated task node as below but when logging a request that follows this BP the category remains at " No Category Selected ".

Thanks

Paul H