Darren BRay

Thanks James, I understand this and how you publish the problem which is working great in our portal. The description is great (ie what the problem actually is), but I want the end users to be able to see what the analysts are doing to address that particular problem (i.e. What is happening on the investigation). I would have expected the Problem record on the portal to be hyperlinked to the detail of the Problem record, very similar to how an incident is handled. Am I missing something?

@Victor I don't seem to have a login to this site (although I have recently updated our service contacts). Can you advise?

@James Ainsworth Thanks for all the support on this, and unfortunately this is an inherited situation, and we are definitely cleaning this up, and finding a way to ensure that we keep it maintained in the future. It looks like we do have a limitation on the bulk update you have recommended being limited to 50 tickets. Getting through 19k records in this way is just not feasible. I am confident with SQL, and very confident we have not been using any workflows or back end processes. For us this is a simple ticketing system at the moment. Can you advise how I could go about updating the status I assume through an SQL query?

Hi Joe, I think I see the issue here - The lists we were looking at had both Incidents and Service requests against them. As soon as you add a different type of ticket, the option disappears.

Hi, We are looking to vastly improve the use of Hornbil, and one of the ways we can do this is to introduce problem management, and making this visible to staff via the self service portal. We have neither in use at the moment, but have configured hornbill and think we are just about ready to launch a pilot. What I can not seem to do is find a way for the portal "Known Issues" section to provide a ink to the problem record, so staff can see the details of the investigation. I have tried to get the incident URL from the portal and replace the incident reference with the problem reference, but get a message saying the user does not have permissions. I am guessing its a permissions issue, but any advice on how to set this up would be greatly appreciated.,