Adrian Simpkins

Hi All I have a board with 10 lanes in it, however when viewing this in the request it seems to be limited to just 9 lanes and the 10th lane is not showing: Request view shows 9 lanes: Board view missing 10th lane: I am presuming there is some limitation here on the number of lanes that will show in the Request board list view? Many thanks

Thanks Armando - appreciated

Thanks James, I have not yet had a chance to retest but will take a look as soon as possible Many thanks as always !

Hi Salma, Yes there is only an option to cancel Service Requests available in the portal. I do not believe we have the same option for Incidents as a service request has the higher potential to be cancelled by a customer (e.g. change my email then I change my mind and cancel the change). Whereas an Incident is always reporting something broken which will require intervention from an analyst, and more often than not an Incident will require action and is unlikely to be cancelled by a customer. If there is the odd occasion an incident need's to be cancelled these would be handled via the service desk, or the analyst working it would pick up on any customer comments to cancel said incident. Many thanks

Hi Salma, I will have to let someone from Hornbill comment further then - as far as I am aware you can not reset a timer in a process Many thanks

Hi Salma - we pause our resolution timer and only end it if the request moves to closed. There is no way to reset the timer once it is resolved - the timer is set when the request is raised. Screens shot below shows the pause / resume / end timer placements. So if this is set in your BPMs the customer will only see the resolution timer end when the request is closed Thanks

Hi Salma, I believe it is this setting you need to allow your customers to cancel a request in the portal: guest.servicemanager.portal.request.enableServiceRequestCancellation believe it is this that needs to be set to On to allow customers the option to cancel a request in the portal:

Hi - just to confirm my one User who was having issues with dark mode is now working all fine now - many thanks

Hi Teresa, We had the same issue for IG authorisations so we found the easiest solution was to setup an IG team in Hornbill, and setup User accounts for our IG members. This means of course the whole request is available for IG to look at including any captured asset data. Of course this is dependent on you having enough spare licences to do this - we have 3 IG members, 1 for each of our sites, and these have not changed since setup so not really had any admin overhead. Many thanks Adrian

+1 from me - would be nice to be able to set the same URL logic we set elsewhere in the system e.g. [[https://live.hornbill.com/mse/servicemanager/requests/|Click here]]

Hi @Steve Giller The one User with the dark mode issue has tried it on her laptop, cleared the cache on laptop tried again, still not working, also she has the same issue if she tries it on her mobile, and home PC so could it be profile related for her? All other Users who use dark mode have reported no issues Thanks

I have a few accounts showing like this - I did notice the other day but other things got in the way! I will see if I can find some examples again today

All working fine now for me - thanks for the quick fix!

Hi Steve Unfortunately they are working from home on a laptop so unable to check on another machine - I will ask her to try it when back on site and will let you know what happens - thanks

Still seeing the issue for one of my users after they have restarted the browser Thanks

Hi All, Just to confirm i raised this issue as a support ticket this morning, and a defect was identified so waiting on patch reference KE00174714 Many thanks

Ah thanks Armando I was not aware ! I will have a read up However, both of these fields are single line text fields albeit the 1st one has a simple list attached - i presume as a list is attached this is what stops us amending it?

Hi all, Just noticed that we are only able to amend certain questions in the Questions window in a request - I thought we are able to amend all questions here? Below screen shots from the same request shows no option to amend the 1st question. However, we are able to change it on the 2nd question? Seeing this in numerous requests - is this correct and is anyone else seeing the same ? Many thanks Can't change question data: Can change question data:

Hi James, she was able to logon to Hornbill on another PC with no issues - when we remoted into her PC we were not able to logon either as no logon screen offered, just moved straight to the error. I will ask our 2nd line team to check the PC and ensure all up to date, and no issues on browser. If we still see the issue after this check, I will raise a support ticket to get someone to check the system, however, I suspect it is a software build issue specific to that desktop Many thanks as always

Hi All I have one basic user who is having some issues logging into the portal. When she uses the link to logon no identity provider box, or SSO box appears - she just gets the below error message appear. We have cleared her cookies / cached data etc and restarted the whole desktop but still getting this error for her. Her account looks fine in Hornbill admin and was last accessed by her in February of this year. The computer is on the network with no obvious issues, and has connectivity to the internet, and we are able to remote to her desktop (I initially thought it may be some kind of network issue on the desktop). Any ideas on anything else I should check here? I have asked her to try logging onto another desktop to see if the same issue occurs, and I am waiting on an update from this action. Many thanks

+1 from me, sounds like a good way to view the core request data, and still have the action buttons available as it can be frustrating scrolling up and down the request data as you have described Berto

Hi Steve - thanks for the comments This setting is turned off in our instance, and they both have separate distinct emails. I have raised this as a support ticket earlier today FYI Many thanks as always

Please ignore the above - my screen indicated I had changed the setting, but it had not in fact updated but was showing as set to 'On' on my screen. My colleague went in and set it to On and it is now working correctly Many thanks !

Hi All, We noted that the status of our requests was no longer showing in the Request Information panel in the Employee portal. I found the setting below and turned this on but after a refresh we are still not seeing any status information in the Request Information panel - is this correct? The request example below is currently on hold so I was expecting to see the onhold status, and the reason Many thanks guest.employeePortal.showStatusAndSubStatus

Hi Sam Looks like a good way to administer it, and by Service is fine as we have the current connection configuration under each Service so makes sense to place any change there around customer self administration Many thanks