AndyHodkinsonPrincesIT
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Enhancement Requests
Posts posted by AndyHodkinsonPrincesIT
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Is it also possible to add a last update coloum? Thank you
Regards,
Andy Hodkinson
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Hi, is there a way to automatically close linked requests when closing the master call? e.g. all the calls linked to a known error request are closed when closing the KE. Thanks
Regards,
Andy Hodkinson
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Hi, is it possible to have an additional colomn options for request description within the Service Manager request view? I know you can hover over the request to view the summary and description but this always takes a second or two to load and it'd be quicker if you can just see the column like you can for summary. Thanks
Regards,
Andy Hodkinson
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Hi, our service desk would like to know if it is possible to copy and paste an attachement directly to the body of an email within a service manager request, instead of having to drag an attachment into the add field or browse to it. This would make adding attachment quicker and better for them to process requests. Thanks
Regards,
Andy Hodkinson
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On 4/8/2019 at 5:07 PM, James Ainsworth said:
While these can't be seen on the activities themselves when they are open for viewing, you can see the reference IDs from the activity list.
Hi @James Ainsworth apologies but how do I even add that column? I can't see any options to show this. Sorry if I'm just being blind
Thanks
Regards,
Andy Hodkisnon
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On 3/22/2019 at 9:31 PM, James Ainsworth said:
@AndyHodkinsonPrincesIT
There are no plans at the moment to provide the automated scheduling of requests outside of what has been provided with the API Scheduler. As the scheduling is already available on Activities/Tasks as part of the Activities UI, I would be interested to understand more about what people think is missing from Activities when it comes to using these for performing...activities.On Activities you can...
- Create and schedule reports against the activities for auditing purposes
- Activities can have attachments
- Activities can be managed through calendar Views
- Managers have views of the activities of their managed staff
- Activities have reference numbers
- Activities have templates
- Custom Outcomes
- You don't need a Service Manager license to work with Activities
One of the things that's not there which was mentioned, is the ability to collaborate on an Activity.
Service Manager was built from the ground up. While some features that exist in Supportworks are not in Service Manager this was not a result of taking things away but rather starting fresh with a different approach. I'm sure you will see many features in Service Manager that are not in Supportworks. The great thing about Service Manager and the other Hornbill apps is that we are continually releasing new features. Sometimes a few times within a single week. We have hundreds of suggestions and planned changes that have come from customer feedback and we will continue to roll these out to let all of our customers take advantage of these new features.
Service Requests and the other ITIL related records each have their purpose. Service Requests are predominately there as a way for customers to raise requests against the services that they are subscribed to. For IT staff performing regular scheduled activities such as testing, server checks, and maintenance I see this much more fitting and aligned with the Activities. I would be interested in hearing more about what we can do to Activities to improve the use of these for performing regular tasks.Regards,
James
Hi James,
Thanks for the reply. A key features that our IT analysts have asked for would be able to update an activity like you would a timeline of a SR or IN. At the moment you only have the option to add comments when closing the activity. It'd also be very handy if there was an option to spawn a new request from an activity, and I know this is available from BPM activities, but not the scheduled jobs. Also, can you advise on how it's possible to add a reference number please as I can't see this any where on our currently open activities. Thanks
Regards,
Andy Hodkinson
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Hi, are there any plans to update the scheduled jobs feature or allow for actually service requests to be scheduled like you can in Supportworks?
He are often audited on certain tasks that our IT teams need to complete on a daily monthly or yearly basis, and the current version of Scheduled Jobs that creates simple activities just isn't fit for purpose. In the Supportworks there was a very good feature of being able to create a new incident or service request, and then save it as a scheduled job. Doing this gave the analyst an actual request with a reference number and a way to update the timeline with comments or attachments etc. This also made it very easy to quickly search for details within the request, which is not easy with activities in Service Manager. I'm very surprised you took this feature away when developing service manager as it was simple and effective.
You've recently added new features to the BPM activities, and is there any reason why the scheduled job activities wasn't developed either? If the above isn't possible, would it be possible to add more features to the activities templates feature that allow you to edit the outcomes to be able to raise a new request? If you could then specify what details were in that new request it would make life a lot easier.
Please can you advise if there is any planned work for this as I'm sure other companies would benefit from the updates to scheduled jobs and activities. Thank you
Regards,
Andy Hodkinson
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Hi, is there any update on this please? Thanks
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Hi @Victor/ @Aaron Summers, thanks for that, I didn't even think about the users details
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Hi, we've noticed it's quite messy trying to find out which assets belong to a user, as the infromation isn't shown in the co-workers details screen.
If I search against the name smith and pick a user who I know has a laptop, their isn't an Assets tab like when I look at my own profile.
If I search the Assets option against "smith" I can't easily see who the assets belong to with going deeper into the options. Is there a way to show the users assets in their details sceen, or show the user name next to the device in the assets screen? I hope that makes sense
Regards,
Andy Hodkinson
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@James Ainsworth Hi James, our service desk complete daily checks that could result in further actions being needed from other IT teams. To capture this though and meet internal controls the SD must raise a new incident. The details in the call are always the same so being able to raise a quick call with all the details already completed makes life a lot easier for them. I don't really want to have to create new CI's, PC's and BPM's just to raise a simple call, especially when there could be at least 20 differnent options.
The quick calls were a great little feature of the old supportworks system so I'm surprised you would not keep this in service manager when it probably just needs a little more tweaking to get it right? Thanks
Regards,
Andy Hodkinson
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@Steven Boardman that's great thanks
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How do I force the status of requests from resolved to closed on mass? Due to the way the BPM were initally created at go live, we have a lot of calls stuck in a resolved status and will never move to a closed status. We want to force this change on mass so we can get accurate reports on closed calls. Thanks
Regards,
Andy Hodkinson
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Hi, when creating a new incident using a quick call, service manager skips the s CI selection stage. This means that if the analyst doesn't go back a step and select the CI, the request doesn't use the correct BPM and they get an error message. Can this be looked into please as it means the quick calls aren't actually quick. Thanks
Regards,
Andy Hodkinson
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I know there is the scheduled jobs feature in service manager, but this doesn't give the same functionality in an activity as you get in a request. In Supportworks it was possible to raise a new incident or service request, fill in the details and then save it as a scheduled calls. This allowed the analysts easily add attachments, updates, send emails etc. This isn't easily possible, or not at all, with scheduled activities in Service manager.
Are there any plans to expand on this feature in Service Manager? Thanks
Regards,
Andy Hodkinson
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Azure single sign on has started prompting for user credentials even after the option to remember the details was selected last time. We are not using AD FS. Can someone advise please? This isn't a high priority but just a bit pain for the customers and IT staff wanting to use service manager. Thanks
Regards,
Andy Hodkinson
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Was this was ever investigated further? It is still a problem as when you edit the details of a scheduled job, it breaks it, and it doesn't run again. We have around 30+ scheduled jobs and if we want to edit one, we have to basically recreate it, but when creating new scheduled jobs, I can't go back in and edit it later as the option isn't available. Originally I could do this (even though it would break it anyway, as stated above). Thanks
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I need to create a admin role that only has access to manage the users. This is to allow or EA's to manage the availability of the IT analyst with Service Manager, but without access any other areas of the admin.hornbill.com system.
I have tried copying the standard admin role and removing the permissions except for those relating ti managing users, but the account I'm testing with still has the permissions to edit email templates and make changes to BPM's etc. i have also removed the database settings that relate to BPM etc but I don't want to mess with these too much as I don't know what some of them apply to. Can someone advise please?
are there any plans to add the ability to manage a users availability from with Service Manager? Thanks
Regards
Andy Hodkinson
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Is it possible to setup a email archiving process in Service manager to clear down our mailboxes? Thanks
Regards
Andy Hodkinson
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@Steven Boardman @Daniel Dekel is there any update on the ability to filter emails by subject or name? Thanks
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On 7/26/2018 at 2:23 PM, James Ainsworth said:
Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses.
Regards,
James
Hi @James Ainsworth, is there any update on this feature request being made live please? Thanks
Andy Hodkinson
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Is is possible to automatically assign a new user to a specific organisation, depending on their site?
We are taking on support of a site in Italy and want them to see a different list if Services in the portal. I can create a new organisation and filter the service against this, but I don't want to have to manually add users to the organisation. Or is there a better way of doing this? Thanks
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38 minutes ago, Daniel Dekel said:
@AndyHodkinsonPrincesIT We've tested on IE11 / Win7 and it works properly.
Can you please confirm that you are first clicking on the first checkbox, then pressing Shift you check several messages down on the checkbox?
It should check all messages in between.
We are going to release soon a new build that has enhancements to this where you can select all the visible messages in one click.
Thanks,
Daniel.
Hi @Daniel Dekel, ok I've now tried this and it works, thanks. More functionality for sorting by subject etc. would be greatly appreciated though. Thanks
Azure import and user configuration
in Service Manager
Posted
Hi, we have users in the UK, Italy, Netherlands and Mauritus, so I have created individual conf.json that point at individual AD security folders. Depending on the country the user is added into the appropriate security group. Along side this I have created conf.json files relating to each country and want to edit the details to set the correct country, timezone and currency. I have been able to set the country but I'm struggling with what I should add for currency and timezone. I've tried the obvious like CET, UTC+1 or € but it doesn't work. Can you advise please?
The screen shots are examples for users from the Netherlands. Thanks
Regards,
Andy Hodkinson