Frank Reay

We are looking at using Asset Management in Hornbill for recording physical assets against users. However we also want to look at managing account/access rights by user for our various tools (on-prem and off-prem) - this can then feed in to our Starters/Movers/Leavers process. Does anybody use Hornbill for this purpose? It doesn't look like this can be done in Asset Management. We can see there are Custom Fields under the About tab for system users but it appears there are only 8 of these which is rather limited.

+1 for us

System, App Store, click on the App, refresh button appears near the top. But you must be logged in as a super duper admin!

Thanks Steve - that is very useful. I note that changing this means it is set as the default for all Requests until changed back (which is fine). However we have tested again and can confirm that Requests do not change colour in the List View when just a Comment is added (at least not in our Instance!). That is our main issue but I am still unsure what Chas actually changed back in August 2017 to make it 'more consistent'. I guess we can't just 'switch off' Comments altogether?

I appreciate this is an old Topic but can I clarify what the end result was. Our analysts use the colour change in the list view as the main indicator for when a ticket has been updated. They tell me that they have been caught out a number of times by not seeing an update when entered as a Comment. A normal update does trigger a colour change but not a Comment. So what did Chaz do to make it 'more consistent'? The analysts have asked if Comments can actually be switched off, as even if they are notified that there is a Comment then they have to search for it in the Timeline rather than just look at the most recent update. I don't think that is possible but it's always worth asking. We mainly want to stop portal users adding Comments as I have more 'control' over what Agents do. Frank

We are using the my-services portal (but keen to move to the new Employee Portal). It is frustrating that Connections are unable to view attachments (it also a pain that they cannot add but I can sort of understand that). This is clearly deliberate as stated in the Wiki but can someone explain why Connections cannot view - is it because you are concerned about data sensitivity (although the Connections can see all the updates) or is there some other business/technical reason? Will this be the same in the new Employee Portal?

Doh - ignore me!!! Pressing the Follow button in the Topic itself seems to do the job!!

I am following some Forums and sometimes see a Topic (not raised by myself) which is of interest. Can I follow that Topic and receive Notifications when an update is added. I think this is possible when I add an update myself but I don't actually have anything to say!

Thanks James. I have used the What's New Page (and it has been really useful) but as you say it does not tell us everything and sometimes it is the small unexpected things which make a big difference with customer's individual builds. I find it frustrating that you are not 'selling' all your changes and enhancements. Your guys are doing lots of great stuff but because it is not granular enough in one location I miss changes that could really help with my day to day work. Perhaps this is an improvement you could do to the What's New Page (have links to the pop-up's?) btw the Read Later button does work for me - the pop-up window re-appears when I open a new session. Finally have a very happy Christmas and all the best for 2020. Onwards and upwards!

When we are advised of updates to the system they come through with very little info. For instance a recent one was: As a Service Level Manager I want additional rule criteria for SLAs {CH00146261} How do I find out more detail about this change? The TechWiki had nothing and I could not find anything from the Change Number. When I when to the SLA screen I did find a pop up window which was brilliant (but I had to find it). I had options of 'Got it' or 'Read Later'. I clicked on the latter but can no longer make it pop up. So is there a central place with details behind these updates. And can I go back to the pop-up window?

Typically (for us) it is when the sender is external and is not recognised. In which case you need to set them up as a Contact.

@Keith Stevenson yes works now. Thanks

Can we have it on our Instance as well please

Thanks - we have just had some more. Stuck in the in-box and cannot automatically process (but we can push manually). Was working fine upto 1.00am this morning. First stuck one was at about 4.00am.

Same problem for us but suspect it was due to the earlier outage. We have processed ours manually.

@Martyn Houghton many thanks for your help. See previous update.

Found it!!! I have to go into Edit of an existing Service and then I see what Martyn sees. The 'Default Mailbox' option does not appear when creating a Service nor when viewing main Details. However when you click on the Edit button then 'hey presto' there it is. Now updated and sorted. Many thanks to all!

Thanks for your help. The Service config was my first port of call but I can now see that it appears my problem is I can't see the mailbox setting! When creating a new Service I don't have that 'Default Mailbox' dropdown and when I go into an existing service again I cannot see any reference to mailbox. See screenshots below. What am I missing?

Frustrating problem. We now use 2 mailboxes in our instance. When the Agents are entering an Email Update the default sender email address provided by the system seems to vary. It does not default to the last one used and I don't know how the system selects the default. This is not always noticed by the Agent and so they sometimes send from the incorrect address. The Agent can go into the dropdown to select the correct address but that is far from ideal. Each of our 2 addresses is used uniquely for a different Service which is looked after by a different group of Agents. Does anyone know how the system selects the default sending address and can this be set/controlled?

+1 Martyn - I think we would like this as well but can I just confirm something. The reason is that in our system a comment does not result in the Analyst being being made aware that there is an update. Also the colour does not change on the View List to make them aware. So are there config settings around notification of updates via Comments that we are not aware of? Also can the Comment functionality be actually switched off for Portal and/or Analysts? I don't really see the point in them (but would welcome other people's views) and the above has caught out some of our Analysts when they missed an important 'Comment' update for a few days. We tell the Customers that we prefer them not to use Comments but the functionality is there and staring them in the face so you can guess what happens!

++++1 Martyn, We automatically add Connections as part of the BPM when the Request is raised based on the 'Affected Product' (mainly for Sev1 Incidents) and this includes an email to each Connection advising them (it's quite an impressive BPM Stage!). However as you correctly point out subsequent 'Email updates' are not sent to Connections by default which is a pain. We use the my-services portal so our Connections can see their 'connected' Requests but are not aware when there is an email update. Equally they are not notified of a normal update - I guess if you are using the old portal then that is not such a problem as they can't see the Requests anyway. I am hoping that the 'Adhoc BPM' button may help once delivered so that we can alert Connections to a significant update on Sev1 Incidents.

Is it possible for a new Connection to automatically receive an email notifying them that they have been made a Connection. We are using the my-services portal so the user can see Requests where they are a Connection but there is nothing to automatically notify them of this. The only method I can see to do this is to add the Connection and then do an update via email (with the Connection added). This is a 2 step process and a right pain! We do automatically add Connections via a BPM for our a Sev1 at the point the Request is raised (which also includes notifying the pre-defined people via email). What I am after is an email for Connections at the point they are manually added. Is this something that the new 'BPM button' will help with ie kick off an adhoc BPM? At least that could all be on a single screen.

+1 from us.

+1

Since around midday today, our Agents have been receiving this error message when viewing ALL Incidents and Service Requests (although they can still process the Requests). I saw an update went out last night but we have only started seeing this message in the last 30 mins. What is is this about? Seems to refer to faq's but also slm. FlowCode Exception (com.hornbill.servicemanager/entities/Faqs/fc_ops/getFaqs): At 1/0: "Uncaught ReferenceError: h_itsm_priority_slm_evts is not defined" h_itsm_priority_slm_evts h_itsm_priority_slm_evts 0;