Adrian Simpkins

Hi James Thanks for the above clarification - I will have a look at the PC Asset form to see about using the default asset form and see how this looks for our Customers. When raising a request as an analyst direct in Service Manager we are linking the asset as it is raised, I just wanted to avoid our Analysts having to remember to link the asset when they work on a request raised on the Self Service portal by the Customer Many thanks as always !

Hi All I have recently got the asset picker working within our progressive captures, and wanted to just enquire if I capture an asset as a custom field in a Progressive Capture does this automatically link the asset to the Customer ? If not is there anyway to automate linking the asset? Before this was fixed I had asset picker working by using one of the other drop down options, and when using this there was a 'Link Asset' button shown to link the asset within the Progressive Capture process so I wanted to understand if this is something that will be automatically done, or would the Analyst dealing have to link the asset? Many thanks!

Hi John No problem, was Bob confirming what I had advised in that you could create a custom role to match your requirement? Thanks

Hi John I believe a solution would be to create a new Service Desk role that has a combination of the Analysts current role / access rights within Hornbill, and then add the function to allow password reset for a basic User. Then once created assign this new role to the Analysts requiring the additional function. All done under the System / Organisational Data / Roles area on Admin. I wanted to check though when you say Basic Users you do mean Analysts resetting a basic users password to the portal? Many thanks

Hi Armando Just to confirm I have updated Service Manager with the fix for this, and it is now working as expected and I am able to search for an Asset - thank you for the quick fix. However, I did try to go back into api.xmlmc.queryExec.maxResultsAllowed to change the max results from 25000 to something above our maximum number of assets, but it will still only let me set a limit of 25000 so I was not sure if this should have been amended as part of this fix? Many thanks

+1 for me also, as I am sure my Management will want a report on this at some point

Hi All, Apologies if this has been posted elsewhere, I was sure i had seen this in another thread but could not locate said thread! I have a dynamic drop down select setup, with Data Query as the provider type, and Search All Users as the data provider. This works as expected, other than it appears to only show a list of 10 values in the availble names. For example I was trying to add a manager in a test with a surname of Shaw, with a first name Nicky, but when viewing the 'Shaw's' displayed when searching this data only shows Customers with a surname Shaw, and first names starting with A through to E - I do not appear to be able to extend this list to get to anyone with a first name starting with an F onwards. Is there a setting I need to activate or amend to allow viewing of all Customers loaded so that I can view all first name / surname combinations please? Many thanks

+1 for me, I would like to be able to offer Users by Site as we have 3 sites, and 3 ADs all with differing naming conventions so to be able to pick by Site would be most beneficial. Thanks

Hi Armando, Thanks for the update, I will await confirmation of the fix, then once fix applied I will let you know the outcome. Many thanks as always

HI Armando OK so we currently have 27389 assets - maximum I can increase the value to is 25000. I have updated the maxResultsAllowed to 25000 and still getting the 'Error in Stored Query' error message so the issue is still there Thanks !

Hi Gwynne I have had confirmation of this at the Insights event - Quick Templates are depracated, and the recommendation is to use Progressive Capture flows instead now. If you have Quick Templates setup, these will continue to function until you switch off the Quick Template function within your instance. Many thanks

Hi Armando Yes I was trying to get asset picker working in a Progressive Capture - I have the below working on some of our PC's but I wanted to try and get the picker option working as its much easier for our Customers These shots show how I have got asset picker working: The screen shot below shows how I was trying to configure the asset picker - this method is giving the error above when I use the PC as a Customer to test the flow: Many thanks !

+1 - the current solution is great using the decision tree to route the outcome, but if there was a node similar perhaps to the impact assessment node in the BPM, would make configuration easier and quicker. Thanks as always

+1

HI I have just started enabling Timesheet manager, and had a question around the reporting i was hoping you could advise on please. Some of our Users will be managers of teams which will cover several services, so I wanted to clarify if they build a timesheet category / sub-category to report on, for example called 'Request Update' does this return data showing the update time for all their teams services? I have set myself up as the manager of a team, then setup Timesheet recording on 2 services the teams are subscribed to, and built 2 categories named after each service to check the update time, but it appears I can only assign the 'Update' action to one of the categories on the 'Manage Default Categories' screen, so I wanted just to understand if I have configured this correctly. So in short can does setting a category called for example 'Request Update' pull data and report against all of a Teams Services update time, or can I set a category to report against each Services 'Request Update' time ? Many thanks, hope my explanation is not too jumbled !

Hi, I have got the customer picker working fine using a dynamic drop down select box, with a data query against All Users but when trying the asset data query I keep getting 'Error in stored query - please check log fo rmore details'. I have an an asset picker node working but this is not such a smooth operation as having a picker field like the User list. Anyone know why I am getting this error at all please ! Also, where do I check the log for more details? Many thanks as always

+1 from me for this please, would help to reduce frustrations for our Users no end

Thanks Daniel for confirming, I will plan accordingly !

Hi, Just a general enquiry about when the new portal design page will be available please - only reason I ask is we are now looking to go live in the next 5-6 weeks, and I wanted to know if the new page design for the portal will be available before then to save us having to redesign the portal when the new design is available It would be a better experience for our Customers to launch from day one with the new design. Many thanks !

We are also very excited about the possibilities this opens up for us as well - unsure if I will have the capacity to adopt early as we are about to begin our roll out, but I am definitely excited about this new App. Can't wait to start spreading the joy to the teams !

Hi Trevor Perfect, thanks for confirming Many thanks

Hi All Just wanted to say thank you to you all for the Insights 2019 event, it was great to meet everyone - both customers and Hornbill staff. It was very beneficial and it has given some exciting new possibilities ! I am looking forward to next year already ! I also just wanted to enquire when we may get our hands on the slides from the event at all please as we are hoping to use some of the content to drive forward buy in from other departments. Apologies for coming straight at you the day back to work Many thanks again all !

Hi Samrai Thank you for the above - I did think it would probably not be possible but thank you for confirming - I will take the suggested solution of posting updated reports to Document Manager and see if this would be a suitable alternative, and will let you know further. Many thanks

Hi James It looks like this is a historic activity, and is not appearing on current requests so I think you are correct in that someone changed a script at some point in the past! So thank you for the pointer, and thank you for the advice as always ! Many thanks

Hi James I will check and see if this acivity is appearing on any new requests raised today and let you know - from a quick lookover the BPM I could not see any node with this activity within it but will recheck this and confirm both as soon as possible Thank you