lukeb

Hi All, We've got a cluster of old bad asset data so are looking at using the Hornbill Clean Utility to clear it out (6000+ Assets so definitely not a manual job!) Looking at the config file this tool can also be used to clear out Requests / Users etc. I just wanted to check if there was a way to recover these in case somehow they get deleted due an error in the config file? Any help would be appreciated. Thanks, Kind Regards, Luke

Hi, We're looking at implementing self service in our instance and we've noticed that the searching has to be very literal e.g. Searching "Homeworkers" shows the document "Technical Support for Homeworkers" but if you search "homeworking" nothing comes up. Is there a way or would it be possible to add a feature to allow us to add tags in the service portfolio for individual FAQ entries so that we can cover a wider variety of common search phrases staff might use? Thanks, Kind Regards, Luke

+1 Same for our instance

Hi James, Thank you for the response and apologies for the delay in getting back to you. Some possible use cases we would find useful would be for somethings like the following: Notices via a category, this could be used for tickets that have been logged for services that are not transitioned and the notice would advise the help desk technician that this service is not transitioned possibly linking documentation or advising who the business contact for the service is. We also think it might be useful to apply a notice for specific assets that are in a testing environment so that issues with them could then be diagnosed quicker (for example if rolling out a new anti-virus we could have a notice displayed for the relevant assets saying that this asset has a different AV which may be causing the issue) Hopefully that makes some sense and let me know if you'd like any more information / use cases! Kind Regards, Luke

Hi, We're looking at the Request Notices but can only see a way to do this on a per ticket basis? Is it possible or could something be implemented so Admins can set notifications on a global scale per service or category? Any advice would be appreciated, Thanks.

Hi All, We're currently experiencing an issue when placing tickets on hold where only the person who made the change can see that update, other users only see something like the below when it comes off hold This has only started being an issue since we applied the latest updates Any help would be greatly appreciated, Thanks, Kind Regards, Luke

We're also experiencing this