Adrian Simpkins

+1 from me, this would be really powerful tool for our Service Desk to have

Hi All One of our SSO certificates was due to expire on the 16th October, and I had a change request raised and agreed to implement a change to it this week. However, when coming in today it appeared that this certificate expired earlier than expected - we have updated it now so no issues, but was just interested has anyone else noticed an SSO Cert expiring earlier than the expected date set in SSO Profiles? we have changed these on multiple occasions, and have not seen an early expiry like this before. The certificate was definitely set to expire on the 16th October so just trying to understand why this happened please Many thanks

Hi Sam, My colleague Jake found this old post which confirms Question: What does Public actually mean? Visibility for both 'Team' and 'Customer'? Answer: yes. Anyone who has access to that request will see the timeline entry. Unless this has changed of course, but I will presume this is still the case for Public on emails. However, when we looked at the request that sparked this line of questioning all the emails that I saw showing as public now seem to have been set to Team? have you noticed this on your requests as well? Many thanks Original post link:

Bump - still seeing this issue although it is not a problem but wanted to double check if this is expected in this configuration please

Hi Sam - yes I also was thinking along the same lines, but had never seen Public appear in this field until now - it may well be that it was already in play and I have just not noticed it previously. Definitely be good to get a clarification around it so it is understood going forward. Hopefully someone can confirm as I could not see anything on the wiki around public as a view state. Many thanks

Thanks James - we went with a more basic version of the process which excluded trying to check their phone number on any requests raised once they registered, but would like to introduce it at some point Many thanks as always

Just to confirm our timesheet recording is now working correctly following the patch Many thanks

Hi All I have come across a request where we have sent multiple manual emails from the Email Action button in the request, and it appears that the visibility on these has set to Public, however our global setting below is set to Customer - just trying to understand why. It appears that any emails sent to the customer the request is raised by have defaulted to Customer, but these emails sent to other customers have defaulted to public so just wanted to see if this is expected behaviour? Many thanks guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.email

+ 1 here too - the ability to set this by Domain / Service would be most beneficial as we have the same issue with the Global setting being either on or off, and different teams have different requirements

Hi James Yes its this page - it opens ok but I can not move between the different sites, then after a few seconds I get the Edge message this page is not responding do you want to wait or exit page. It opens on the top record, but if I try to drill into that record, or any of the other sites it just does nothing then gives the cancel/exit page. Same for other Users (just got another full user to try it and she has the same response) Many thanks Adrian

Hi All Just looking at our Sites page in Service Manager but when we open it it seems to be frozen and we can not select any sites other than the one it opens on, and even that one we can not drill into - anyone else seeing the same issue please?

Thanks for the suggestion Steve, I will have a little play around in the BPM. I am thinking of using a decision node if raised by = A.B,C,D usernames then add them as members otherwise No Match process onto next node. I am presuming this means they do not get added as Members to everything, only the ones they raise internally using the Raise New - however I am also presuming if they raise a personal request direct in the portal against their own account then this would also add the team as members? If this is the case then would need an alternative solution as we do not want to blanket add them as Members to everything, and also would not want their personal requests being picked up by the logic in the decision node. Many thanks

Thanks Alex for the speedy response

Hi all, I have a requirement to setup an Auto task button for one of my teams to allow them to auto change the raised category of a request to another raised category value. This team will visit departments and wards, then if a request is raised under an existing service / catalogue we want to change the current category set in the BPMs so these department / ward visit requests can be easily identified - so for example an Equipment Fault request would be categorised under Equipment Fault / Broken or some value and we want to auto change this to another value. However, the team in question are not a supporting team across all Services so I suspect this will only work if they are a supporting team against a Service? If this is the case the I will potentially have to add them as a supporting team to all Services, which then means requests will be transferred incorrectly to their queue which I am trying to avoid (knowing the other teams actions). So is there a way to allow this team to have the auto task appear on all request types without adding them as a Supporting Team to each service? Am I correct in my assumption that they need to be a supporting team against all services to allow this requirement to work? Many thanks

Beat me to raising it ! Same issue for my users today - can use the sidebar timesheet functions but any called in an action button appear to broken Thanks !

Thanks Martyn, I think i need new eyeballs ! Many thanks as always

Thanks Daniel - much appreciated as always

Hi All, I have noted a small display issue when testing a new process for our external Customer portal setup. When the IC moves onto a second screen of questions it appears that the screen defaults to the bottom of the page, rather than the top. Image 1 below shows what appears when I moved onto this page of questions and Image 2 shows the 3 further questions at the top of this form: below shows the 3 questions, so once you complete the above it then highlights the hidden questions below as they are mandatory: Many thanks as always

Hi, I have raised a few posts around the external Customer portal, rather than the internal Employee portal but there does not appear to be an option when selecting from the offered list, and this results in comments around this is in the wrong location - can you confirm what I should post a customer portal query against please ? Should I just use the Employee portal option? Many thanks

Thanks Steve - just checked and everything I need is there - thanks for the pointer !

Ah i missed that Steve - i did look there but must have missed it ! I will take another look now - thanks

+1 from me here - have a requirement to update a contact record from information we gather in the IC - any news on possible delivery for this at all please?

Perfect, thanks for clarifying Many thanks as always

Hi Steve - it is this screen here where we capture a phone number at time of registration. We are not looking to check their contact number at the time of registration, we want to check it once they raise a follow on request.

Hi Daniel I could only see Customer Portal as an option to categorise it against and couldn't see an Employee Portal option but this is for the Customer portal? This is where an external customer would register to the Customer Portal and self register, and I am then referencing the customer data in an IC they will be offered once registered. Ideally we wanted to let a customer self register then when they need to raise a request against the offered services we want to check their contact number is correct. So it is the register screen in the Customer portal where I am referencing the Phone number that is captured at registration (hope that makes sense) customer.hornbill.com/mse Many thanks