Adrian Simpkins

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Thanks James, I thought the Wiki was indicating it was controlled from their profile so must have misread it. Many thanks as always

Hi All I have a manager of a number of staff who is able to see their team data under the team tab on Timesheets. However, when viewing the coworker timesheet he currently sees an archived previous team member who retired last year, and no other team members. I have gone into the archived user and removed the manager from the profile in Hornbill but the archived user still shows in the timesheet / Coworkers tab? And I have also updated another active team members profile to show this managers name, and they are not showing in the Co-workers tab. Am I correct in my understanding that co-workers should populate if the manager / team owner is set as their manager in their profile in Hornbill? And when I removed the archived users manager name to be blank should this still show / should an archived user show? Many thanks Adrian

Thanks James I did think it would be a VarChar but wanted to confirm before changing the IC Many thanks as always

Hi All I have a custom field set in one of our processes to capture a start / end date and set this to h_custom_21 but I have noticed the field is blank in a report we output. When checking the mapping customised fields wiki it does state the date fields are only suitable for a single date/time stamp so I am presuming I need to set this to another generic custom field instead to be able to output the 2 dates captured? Many thanks Adrian

Hi all Is there anyway one of my analysts can change the font in Service Manager at all? Due to dyslexia she is struggling with reading certain letters with the current fonts - the screen size has been magnified to try and assist but still struggling with certain letters Many thanks Adrian

Thanks Rob I did think this was the case. As we are moving all 20000 users over to this new AD I am sure I will come across this again so will make sure anyone with a Problem raised under their old logon is aware Many thanks !

Hi All I have a full user in Service Manager whose desktop logon has been changed completely in our new AD database, and I have swapped over his licence in Hornbill. He has 3 existing problems raised under his old logon but I am unable to change him as the customer it appears, and I can not see an option in the Service Portfolio under Problems for Changing Customer like we see on Incidents and Service Requests. Is it possible to change the customer on a problem record? Many thanks as always Adrian

Hi all I am sure I previously posted an enhancement request around giving us the bulk option to place multiple requests on hold in the Request List / Bulk Actions node but I could not find my original post. I wanted to ask if it has not already been requested for an option to place multiple requests on hold using the Bulk function in the request list view please. Some of our requests have multiple child requests linked, and we want a method of easily placing all the linked requests on hold. Is this currently possible and I have missed a trick? Currently the analysts have to go into each request to place them on hold - if we can place on hold either from the Parent filtering down, or from the bulk option in the request list this would be most beneficial Many thanks as always! Adrian

Hi Jan - I think you just tag this post with enhancement and someone from Hornbill normally picks it up and confirms if it is viable. We have only recently introduced a second mailbox and I have noted the same issue, I just have not had a chance to raise it here on the forum. So +1 from me for allowing updates to be sent from the related mailbox on the service - thanks !

Hi Steve They are both external customers to MSE so I will have to get some more details from them. I did suspect something on their network side is blocking it, but we have other external customers from the same Org who are not having any issues like this. I will go back and get some more information Many thanks as always Adrian

Hi @Keith Stevenson the 2 affected external customers have come back and confirmed their network is not supplied by BT. Any other reason they are getting this error if not using BT please? Many thanks !

Ah thanks, I looked everywhere but the service doh. Many thanks as always

Hi All In one of our processes we use the authorisation process with the Tentative option enabled to allow our finance teams to reassign an authorisation to another finance team if required. When they select Tentative Service Manager then focuses on the authorisation reassign node, and I noticed that it always marks me as the associated owner. I have checked in the BPM and could not see how I could change this / could not see how it is set. There is an Auth owner field in the node as shown below, but this is left blank at the moment. Ideally I want to change the associated owner to either be the current owner of the processes in another team, or for it to be blank. Any idea on where I can change this please? Many thanks

Thanks Keith, that would make sense ! I will check this with them both now Many thanks as always

Hi Keith, I will have to check further with them to confirm this. I will email them now to see if they can confirm this Many thanks

Hi All, I have 2 external Contacts/Customers using our https://customer.hornbill.com/mse portal who have both registered previously but now when they go to access the portal they are getting the below error message 'Could not load portal configuration' I have done a remote teams session to one of the affected users, and cleared down their browser in Settings, but after doing this she still gets the same error. They both registered to the portal in 2022 but due to an issue with their organisations they were just registered, they have not requested any access. I did a review of all our external contacts recently, and these 2 were picked up as at the time they registered we were not enforcing the org list, and as we control access via the Organisations I am trying to get them setup now. Any ideas on how to remove the error message please? Many thanks Adrian

Hi Gerry - yes the connection node in the BPM is where I would like to be able to connect the group/team Many thanks !

Hi James, Thank you for the response - after reviewing your comments I have checked my settings direct in Edge, and it appears our default is US English so changed this and I now see the correct spelling, so authorise is correct and no longer suggests authorize Many thanks as always

Hiya, Not a massive issue but I note on occasion that the spelling check defaults to an American spelling for example Authorise is always highlighted incorrectly and advises me to change it to Authorize which is the US spelling. I have checked the language settings and seems to all be set to GB so is it possible to set the spelling to UK rather than US ? Many thanks Adrian

Hi Steve - app.request.allowResolveCloseWithoutAnalyst is currently set to OFF - thanks

Thanks Steve - I will gather some examples and raise a ticket then as we are seeing linked requests with no owner being resolved by the parent, and child requests on hold being resolved via the same action. Many thanks as always

Hi All I am just looking for some clarifications over resolving linked requests please. Normally if its just a single request with no owner assigned the system will prevent the request from being resolved until someone is assigned. However, I have noted the scenario below, and just wanted clarification on how the system would handle this please: - Parent request with an owner has child requests linked with no owner. Would selecting 'Resolve this request and all linked requests' override the setting where normally it would refuse resolution without an owner? I am presuming it does as I have 2 requests with parent / child requests without owners that were moved to resolved. - Would resolving the parent request also resolve the child request if the child request is on hold? Many thanks as always Adrian

Hi Steve Yes good point that I had not considered, if the snippet is just used anywhere there would be the high probability of a missing custom data field / difference in custom data fields. It would only work really if the template is used against a specific service. If the list could be reviewed to see if there is any way to expand selection options that would be great Many thanks as always Adrian

Hi all Currently the Snippets template builder has a limited number of injectable data options. Would it be possible to enhance the snippet builder to include custom data field values at all? The reason I ask is a few of my teams use the data the customer has provided when raising the request, and these are written to a custom field. The teams have to manually type these values into the snippet text so if we could inject custom data fields as well this would lessen their time when resolving a request and reduce frustrations. Many thanks as always Adrian