[Managing Default Categories]

Hi All

I was hoping someone could clarify for me some details around 'Manage Default Categories' - I am trying to set a default for the Request Update category for an Incident and a Service Request - when I set a the default within an incident this changes Request update to Incident Management, then when I set this on a Service Request this changes the default from Incident to Service Request.

However, I want to be able to set a default Category for Incidents and Service Requests but they appear to share this field? Is there a way to set a default by Request type at all? Or am I misunderstanding the purpose of the Default Categories screen in this scenario?

Many thanks as always !

[Which timer takes precedence?]

Hi All

OK I now understand this a bit better since the updates, and I believe it is not automatically recording time in an action, the User either starts the timer on the node or records their time spent directly in their Timesheet window.

However I am still unsure which of the 2 timers in the Activity window takes precedence - would it be the timer in the top right, or the time drop down list in the bottom left?

Many thanks

[Change the text on the Activity field]

Hi

I want to see if I can change the text shown on the 1st popup for an Activity where you have to select 'Complete' to get to the actual activity / outcomes - I want to change this to read as 'Next' or something similar but I am struggling to locate this text in the translations to make any changes as having Complete on the 1st screen, then Completed / Not Completed on the actual activity is confusing. 

Is there a full list of translations available anywhere else that I can search (other than direct in the Admin tool), or can anyone advise how I would search for any text strings within the translations screen as I am searching for 'Complete' and getting no positive finds when searching.

Any tips on how I should locate any text I would like to change would be appreciated !

Many thanks

[Calendar view available on mobile app?]

Hi All

Just wanted to check if it is possible to view the Calendar on the mobile application as we have tried to see if we can access it but doesn't appear to be available? Is this a setting somewhere we need to turn on, or is it the case that the calendar is not viewable at the moment via the mobile apps?

Many thanks

[Hornbill Today landing page]

Hi Martyn

Ah I think where we have been playing with settings on the portal this value had been set to 10000 ! Fixed and looking better now, many thanks  

[Hornbill Today landing page]

Hi All

So for some reason that I can not fathom the 'Hornbill Today' landing page appears to have inserted a large blank page area above the actual landing page text details. This means to get to the landing page favourites, activities, news feed etc we have to scroll down the screen about 5 pages (I would estimate) to view these details. I am sure this is probably fixed with a setting somewhere but I can not locate where to change this at all. As you can see from the below screen shot if you look at the right hand bar on IE you can see how far we have to scroll to get to the meaningful text on the Landing page. Any ideas?

Many thanks !

[Embedding images into procap form]

Ah thanks Steve, I thought I couldn't insert images at all, so I will have a read up on this

Many thanks as always

[Cards showing blank data in Board View ?]

Hi Deen

I managed to resolve this I believe, but it appears my update here confirming it didn't take!

Many thanks

[Which timer takes precedence?]

Bump for this please  

[Early Adopter :-)]

Great news, we are still interested to be part of this early adoption programme

 

[Service Unavailable]

Not sure if this is linked but when I do a health check on our Instance I am getting a similar message as Chris (Instance Health Check Fail), and our LDAP logs are showing some errors since they last run around 7am yesterday:

[ERROR] Unable to write Import History: You do not have rights to access the table: h_sys_imports_history

[ERROR] Unable to Connect to Instance

 

Many thanks as always !

[Embedding images into procap form]

Hi David

I do not think you can currently add images to the PC questions as I previously wanted to insert a guide - I think instead I have placed a guide on the Documents page, and provided a link to our Customers if we have something we want them to view when completing the questions on a PC.

That being said, it would be very handy to be able to insert images as part of a PC !

Many thanks

[Archived / Suspended account query]

Hi Simon

Apologies I think I had advised previously I would provide some details around our LDAP setup - I see that Martyn has provided some guidance so I will let you run with that, but of course happy to share if need be still

Many thanks

[Error when trying to add Users to Roles]

Hi Steve / James

Thanks for the above, I think I was over enthusiastic about who had Super User role and now none of us have it, so I have raised this to the Support team to get it added back to the admin role

Many thanks for the pointers as always !

[Error when trying to add Users to Roles]

Just as an update I have tried updating Timesheet manager on the main portal, and I am getting the below error so perhaps this is something outside of the admin issue itself?:

[Error when trying to add Users to Roles]

Hi All

We now have our licences (yay) so I have been merrily adding Users to relevant Roles all day. I was working through the Roles alphabetically with no issues at all, and got to the Super User Role and I noted this was granted to a number of users including myself so I removed this from the associated accounts.

However, since removing this I am now having problems trying to add Users to Roles, and I have been unable to re-add the Super User role either with my normal logon, or using the Admin logon to try and complete adding Users to the required Roles.

So I wanted to ask if there would be a reason why I am now getting the error (my main logon has admin role associated to it along with a number of other admin related roles) - I thought the Super User Role was for use only in extreme circumstances, hence my removing it from about 8 User profiles. Also, how can I add this role if the main admin logon doesn't let me add it?

As an example, when I try to add one of our mailboxes using the Admin logon I get the below error:

Then if I try to assign Super User Role I get this error:

Many thanks !

 

[Archived / Suspended account query]

Hi Martyn / Steve

Thanks for the feedback, now that I know that Suspended are still visible I will look to set all to Archived instead, and just leave the Suspended status for any users having logon issues.

Many thanks, much appreciated for the pointers  

[Archived / Suspended account query]

Hi All

I wanted to see if anyone could confirm what differences there are between Suspended accounts and Archived - basically we are setting up our LDAP to suspend Service Manager basic user accounts when they AD account is closed on file, and I wanted to see what others may have done in this scenario. I know that Archiving accounts retains the associated data (we are avoiding any deletions of full User profiles to retain all history), I presume if an account is left in Suspended this will also retain any associated history.

Is the recommended state for a basic user account whose AD is closed Suspended rather than Archived? Currently we are going to Suspend Basic accounts, and manually Archive full Users to retain history, and I just wanted to see if this is the approach others have taken please

Many thanks !

[Cards showing blank data in Board View ?]

Hi All

So I am checking out our change management process today, and have noted that the Cards on the Board are now showing as a blank field and I am unable to drill down into the card on each lane - this was working fine earlier today, so I am unsure why it is now not displaying anything. You can grab and move the card data, and it appears the BPM is also moving the cards as expected at each relevant stage in the BPM, I just cant see why these cards are now showing as empty / blank?

I am working mainly on IE11 but also have the same view in Edge - it was working fine in IE11 earlier.

Many thanks

 

[Change board add to card error]

Please ignore the above, I have resolved it by adding a get request information node as advised under another post on the Forum

Many thanks !

[Change board add to card error]

Hi All

I am currently trying to fine tune/ test our Change management BPM but I keep getting an error at the stage where I am initially adding the new change request to our change board - we have a change board with 7 cards to manage a request through its lifecycle, but when the BPM is hitting the 1st node to add the request to the 'Incoming' card I am getting the following error :

Xmlmc method invocation failed for BPM invocation node 's1/task-04e3eb86': 0200 task taskCreate2 The specified user 'SYS_BPM_MANAGER' does not exist

 

The screen shot of the card action node below doesn't seem to reference a user, but the error contains reference to sys_bpm_Manager?

 

However I am unable to locate where this sys_bpm_manager is specified to try and correct the error to allow the BPM to progress - any ideas at all where I should be looking to correct this please?

 

Many thanks

 

[Request(s) assigned to a User who is marked as unavailable]

Hi Deen

Thanks for the pointer, I thought there was a setting to update the team, so I will take these options on board,

Many thanks as always

['Release' ticket not visible from customer portal]

Hi Claire

From my understanding Release Management would normally be internal and not something that you would offer out on the Customer portal so it would normally be accessed by an Analyst with the required role directly in the Request List view from Raise New. As you correctly noted there is no + Catalog Item option on the Service management screen for configuring Release as a Service / Catalog offering.

So I think the only way you could get Customers like your HR Head to be able to use the Release process would be to either issue them a full user licence and then they would raise the request direct, or you would raise it internally and add them as a connection (adding as a connection would be dependent on the input you require from them so it sounds like a full user licence might be the way forward).

I have not yet setup Release functions as such myself, but it appears to be similar to Known Errors and Problems which are also internal, so I am just surmising this, if anyone else can confirm that would be great

[Hidden Service FAQs]

Hi Martyn

Thank you for the above, I will have a look at this method and see if this is something the management would want to utilise - we are trying to keep our offered Services to a minimum though so adding this would possibly not suit the desired approach we are taking.

Having the option to have a service with no catalog items, and just show FAQs would indeed be a great solution and would mitigate the need for a tailored PC to prevent requests being raised against any service where we just want to show FAQs but still utilise the catalog items internally for our Analysts.

Many thanks

 

[Hidden Service FAQs]

Hi All

I just wanted to pose the question as to if there is any way we can allow our Customers to access FAQs setup on an internal hidden service at all please? We have a handful of services which will just be offered to our Analysts, but we wanted to still post FAQs related to this Service to the Customer Portal but of course as the Service is Service Desk configured only it does not appear that we can search the hidden service FAQ on the main search field.

I don't think it is possible but wanted to double check in case I have missed a trick anywhere !

Many thanks