Adrian Simpkins

hi All, I have raised a brand new Change today, however when I was looking over the new employee portal I noticed this request is showing as Resolved and giving me the Resolved tab in the portal ? I have checked an Incident and Service Request I have open and they look fine, just this Change Request as shown below: I have checked this on the old Service Portal and shows correctly (EDIT just noticed this is missing the Cancel option on the old portal but this shows on the new portal above?) : Many thanks

Hi All, We have chosen to use the All Users option for our Employee Portal. However, when viewing this as a Basic User versus a full User the My Documents widget appear to be sized differently between the two as shown below. I am presuming as a Full User we have a larger My Documents widget as we would be using My Documents more heavily, but wanted to check this is expected Many thanks Full User: Basic User:

Hi All, Just to jump on this thread, I have noticed if I set a review date on a new document say for 6 months time, it gives me the review activity straight away? not sure if I am setting it correctly but wanted to mention this for a little while. The below shows a new document I have loaded to Hornbill last week, and you can see my review date is set for 3/7/21 - however, I got an activity straight away for the review rather than it appearing on the 30th July 2021. Also the Document is showing in the Documents for Review tab under My Documents. I wanted to see if this is expected behavior - I was going to add a screenshot of the activity but I have cleared it down when it 1st popped up Thanks

+1 for me - would be great to be able to tailor what our Basic Users see here

Hi Victor Yes that's what i meant Many thanks

Thanks Nasim, The penny dropped after I posted this here, and the roles are now all removed so working again as expected Thank you !

All working aok Victor, many thanks as always

Hi All Myself and one other User are getting an error message today: 'Authorization failure: You are allocated rights to com.hornbill.projectmanager' application but your organizations subscription level for this application has been reached. please contact your system administrator' I have raised it as Support ticket, but unsure if anyone else seeing the same? Thanks!

Hi Izu, I am going through a similar exercise at the moment to remove duplicated Server Assets. We have a large amount to be removed which I am working on removing from our instance using Hornbill Professional Services. So rather than me manually removing the items, a script will be run to remove the unrequired assets direct from the database. Might be worth engaging with Support to see if they can assist in this bulk removal. FYI we have around 57k server assets to remove Many thanks Adrian

Hi Jamie, I have just tried this again on one of my requests and it is linking still with no issues. As mentioned above the only thing I thought may stop linking requests is if you are trying to link requests from different Service Domains, but looking at your list I presume these are all requests raised under the same Domain. I do not believe there are any Settings that need activating for Linking requests to work and it should work out of the box. So if this is happening to all your Users it may be an issue somewhere on your instance. I would raise a Support Ticket and get someone to check further from Hornbill just in case, Many thanks Adrian

Hi Jamie I have tried linking on our instance and it seems to be returning requests with no issues, I presume the request you are trying to link sits under the same service domain? This is the only thing I could think of is that the request you are trying to link sits under another Service Domain? Many thanks

Hi Gerry, totally agree that it should not be reworked in a way that it could potentially usurp the Request list. I think it will just be a case of my interacting with my teams, and ensuring they are using the Request List views correctly to prioritise their workloads. Especially to ensure they pick out historic items rather than just picking from the top of any displayed list Many thanks as always

Bump

Hi Gerry, the issue was the Users were not looking down the list of notifications and if they have a large number of notifications they were focusing on what they could see in the Notifications window, rather than expanding the list and working the older items. We are not using it as a substitute for the Request list as such, so I will just keep plugging away with education on how to use the Notifications correctly, Many Thanks as always

Thanks Steve, that's a great approach, I had not considered using a list to drive these new priorities. This will be specifically for Problems being raised internally, and I was going to use the output of a custom Assessment which the Analyst would complete to set the priority. So instead of an Offered List of priority levels, I will set a custom field value dependent on the selections made in the assessment, as we do not want someone to select a Priority manually. We will then hardcode the priority (or custom value) from the output of the Assessment from a pre-determined matrix. Many thanks as always

Hi All, We currently have a set list of priorities that sit across our Services which are Priority level VIP, Priority level 1 through to Priority level 5. These levels are working perfectly within the areas they are used. However, we want to set a different set of Priorities for our Problems requests - We ideally want to use just 3 levels here which would be Minor / Medium / Major. From checking the configuration options available it looks like this may not be possible as the Priorities are shared across the Services / request types. Is there anyway we can set this up at all without making any changes to the existing priority values and setup? Or do we have to use the same priority levels currently available? Many thanks

Hi All, I have noticed this week that the URL links for videos embedded in some of our FAQs are not showing when viewing in Edge and Chrome, however these are appearing correctly in IE - we are still on the old Service Portal and will be moving to the new Employee Portal hopefully over the next 2 weeks and I can see the links working fine in the new Employee Portal. Many thanks

Hi Keith, thank you for the update, currently appears to be responding in a more timely manner, I have asked the Users who raised the issue to monitor it today and let me know if any problems Many thanks as always !

Hi Victor, you should have just told me to many thanks!

Just as an update I have tried Service Manager on my home PC and it appears to be responding as slowly as the connection when on our Network - had a few Users mentioning the slowness Thanks

Morning, just to mention the system appears to be slowing down again - was fine this morning but last 1/2 hour or so noticed a slowness in response again - thanks

Hi Keith, apologies got side tracked yesterday. The issue appears to have resolved itself, it was only myself and 1 other User that reported any noticeable issue with responses. By about 5pm it was back to normal for me and loading pages / activities pretty much instantly. Thank you for checking our instance Many thanks as always

Hi Keith, It could well be something on our network, I will raise to our 3rd line guys to see if anything changed today / anything obvious not working Many thanks!

Hi All, Just to highlight we seem to be seeing a slowness in response today when moving between requests - taking around 5-15 seconds to open a request. No errors showing, just a slowness in opening requests - is anyone else seeing this at all please? Many thanks

Thanks Victor, I will get him to check the settings