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Adrian Simpkins

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Posts posted by Adrian Simpkins

    Link an Asset to Customer when captured in a PCF

    in Service Manager

    Posted

    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 !

    Link an Asset to Customer when captured in a PCF

    in Service Manager

    Posted

    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!

    Allowing Service Manager users update Users

    in System Administration

    Posted

    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

    Asset picker - getting 'Error in stored query'

    in Service Manager

    Posted

    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

    All User data query picker list - limitation on number of values to display?

    in Service Manager

    Posted

    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

     

    Quick Log Templates enquiry

    in Service Manager

    Posted

    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

    Asset picker - getting 'Error in stored query'

    in Service Manager

    Posted

    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:

    315854875_PCflow010719.PNG.f811dff6ba45584a96688e5ce9f7ebb3.PNG960944886_PCassetpickerworking010719.PNG.574b0e266fdc244b3f41c218b1d7fb79.PNG

    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:

    1853443376_PCassetpickernotworking010719.PNG.86af61ff89536b908366e3838a36c174.PNG

    Many thanks !

    Reporting across multiple Services

    in Timesheet Manager

    Posted

    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 !

     

    Asset picker - getting 'Error in stored query'

    in Service Manager

    Posted

    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

    New portal design highlighted at Inisights 2019

    in Service Manager

    Posted

    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 !

    • Like 1

    Early Adopter :-)

    in IT Operations Management

    Posted

    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 ! :)

     

    Insights 2019 - a thank you and an enquiry about the slide availability

    in General Non-Product Discussions

    Posted

    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 !

    • Like 1
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