[Starters/Leavers Process]

Thanks for the advice @Gerry

[Starters/Leavers Process]

Has anyone successfully used Service Manager to manage the new employee start and/or leavers process?

We currently utilise SharePoint with Nintex workflow to process these but we are looking at an improved method.

Scope would be initial form to collect employee details and process various tasks and authorisations across various business areas. Nothing technically difficult but I was hoping to gain insight into what others may have done in this area. There is a starter process in the demo system but it's very basic.

thanks in advance

[Routing Rule not working for new mailbox]

Thanks - it turns out that IMAP was disabled for the email account so the rule was fine.

[Routing Rule not working for new mailbox]

We recently added a new mailbox but have noticed the System Autoresponder is not behaving as our original two mailboxes are.

The rule we have is shown below. Any ideas on why it's not working for a third mailbox would be appreciated.

[Service Manager - Failing to load]

We're back too

[Solution found - Reject/Refuse Reason text in email notification]

We've implemented several Service Request processes where authorisation is requested and a reason for rejection is mandatory. We couldn't find how to feed these rejection details back to the user.

We've managed to work out that the "RequestLastActivity - Content Preview" variable will pull this into the email, providing the BPM is designed accordingly. It's not perfect but it gives the user immediate feedback without having to follow a hyperlink and find the update in the request timelime.

Snippet of the process and email template below.

Hope this can be of use to other users.

 

[ITSM Reporting]

Thanks @Ehsan. Can see it now

[ITSM Reporting]

10 hours ago, James Ainsworth said:

Hi Neil,

Yes, that is where it should be displayed.  Did you try clearing the browser's cache?

yes, cleared everything, logged out, new browser session. No change on the menu.

[ITSM Reporting]

@James Ainsworth We found the Service Manager Reports area by working out the url, but we still don't see the menu option anywhere.

Presuming it will be here;

 

[ITSM Reporting]

Hi Folks - we are not seeing this option on the Service Manager menu - We have the "In-App" role assigned...

Any pointers?

thanks

Neil

[Log New Service Request Node]

Thanks @Steven Boardman, I think that's exactly what's happening.

 

cheers

Neil

 

[Log New Service Request Node]

I've been testing use of the node mentioned but when I executed the BPM, it seemed to get stuck in a loop and generated multiple duplicate requests. See BPM and node details below. I'm aware the flow will probably be flawed, but I wouldn't expect this behaviour.

 

[Bulk Request Actions - update option missing]

Solved it - found this in Service Manager Application settings;

app.experimental.multipleRequestsAction

Switched it on and can now cancel requests

[Bulk Request Actions - update option missing]

12 minutes ago, HHH said:

Do you have the role(s) neccessary to cancel requests?

I think it's Incident Management Full Access rather than Incident Management User.
Same for Service, Change etc.

@HHH , I have all the full access roles but still only see the same request actions as above

[Bulk Request Actions - update option missing]

Sorry to hijack this thread, but how do you enable the Cancel option in the Request Actions? I can only see Assign and Add to Boards Manager...

 

 

[Global search returning no results]

14 hours ago, Steven Boardman said:

@neilcg i am not able to replicate the issue on some demo instances.

If this is affecting multiple users, you can check the status of your instance here: https://www.hornbill.com/support

And if you have a success plan you can raise a ticket for support to look into.

Thanks Steve - it seems to be working this morning

[Global search returning no results]

Closed browser and tried again with the same result

Seems to be affecting multiple users

[Global search returning no results]

See screenshot

And then this error...

Could not connect to server (Error code: -1)

[Service Manager (1667)]

@Ehsan screenshot of the user roles;

 

[Service Manager (1667)]

@Ehsan thanks

I'm not seeing that the clickable link directs to the employee portal. Ours still create links to live.hornbill...not service.hornbill….

@Neil Smith

[Service Manager (1667)]

@Ehsan Thanks for that. We've removed those who should not access the SM application.

Our collaboration users are still not able to view the request details.

They now get this message;

 

[Service Manager (1667)]

@Steven Boardman @Ehsan

We applied the latest update last night and our users are still not able to access the service request to see the details.

See error message attached.

Is there anything we need to do to enable this?

 

[Incident - Response/Resolition Completed]

@Martyn Houghton

Hi Martyn, thanks to your pointer, we've managed to get it working by resequencing the nodes in the BPM.

Thanks for your help

Neil

[Incident - Response/Resolition Completed]

@Neil Smith

[Incident - Response/Resolition Completed]

Here you go @Martyn Houghton