Frank Reay

Maybe showing you the obvious but is this something to do with the Timeline Filter (although the default is All)?

We use Boards to track our Changes. I am sure the look of the 'Cards' has changed from a week or so ago. Is this the same for others? The 'link' icon in the top right enables us to open the Request - the icon seems wrong? The 'OPEN' button in the bottom right is not a hyperlink so cannot be accessed. I can't quite remember the layout of the card before but it certainly wasn't this confusing!

I presume you mean this: but that sets the default template for an Email Update when undertaken by the Agent. It is not the same as the auto response sent by the system to a Customer confirming to them that their incoming mail has successfully updated the Request. Or do you mean somewhere else?

We have these settings: and these Templates in place: So why is it that customers who send an email update to Incidents and Service Requests only ever get the Incident template in response? I can't see what I am missing.

Same for us (see below). Employee Portal with settings as shown below which we haven't touched since moving to Employee Portal.

@James Ainsworth Yes please. As I said my project has just expanded into a whole new area so only to happy for more help!

@James Ainsworth My hesitancy with Translations is around Reporting. If I start doing lots of translations then it makes configuring manual reports a nightmare when referencing the underlying DB field name. I could also use translations for my above new requested Asset Fields but that's even worse on the Reporting front - I would much rather have cleanly constructed field names.

@James Ainsworth Yes you are correct and I did mention that as an option. However the States as they stand now are Current, Active and Archived which strikes me as a rather odd high level list. In-Stock actually has several substates which I mentioned before (eg just purchased and waiting to be deployed, being recycled to different user/location, awaiting WEEE). As we are not allowed sub-substates (which is fair enough!) I come back to wanting In-Stock as a high level State. I like the State of 'Active' as that nicely describes an asset being productively and actively used for its intended purpose. I could use translations to change 'Current' to 'In-Stock' but I am trying to avoid that as it feels a bit 'dirty'.

@James Ainsworth - I think you are right. We haven't looked at Supplier Manager up to now. I have now taken a quick peek and under Supplier Contracts I can indeed see that there are start/end dates. This covers off Infrastructure Comms Contracts and also Software Support Contracts. My Asset Management project has suddenly also expanded into Supplier Management! I have 2 questions on this: 1. From a quick look at Supplier Manager and Asset Management I can't see how we would link these 2 sides? And can we view in both directions ie view all linked assets when viewing a contract + view the linked contract when viewing an Asset? 2. As an end date approaches can Supplier Manager automatically raise a Service Request say 3 months ahead for the negotiations to be started? Or do we need to use the Scheduled Job API which is mentioned here

We would like the following new fields for Assets please. A few new generic fields Under the existing State field add an extra item in the dropdown of ‘In Stock’, Currently this only shows Current, Active and Archived. We can configure our own Substates but at a high level the the lifecycle of any equipment includes ‘In Stock’ (whether just purchased and waiting to be deployed, being recycled to different user/location, awaiting WEEE). Last Modified By (free text) and Last Modified Date (date field) – under Computer System/Computer Information – these relate to Intune reporting from user devices such as laptops and PC’s which we want to inject into Hornbill Asset Management. These will indicate the last time an admin accessed the device and when. We have a number of spreadsheets with our infrastructure asset info that we want to load into Asset Management. We can't always find an appropriate field and my Infrastructure colleagues know from experience that this info is actually really useful eg physical attributes for hardware planning in the racks No. of Power Ports – under Computer System/Hardware Information – number of power ports. No. of 10 GbE Ports – under Computer System/Hardware Information – can be 2, 4, 8, 4/2 etc so not always numeric No. of 1 GbE Ports – under Computer System/Hardware Information – can be 0, 4/0, 8 etc so not always numeric. No. of 1 GbE MGMT Ports – under Computer System/Hardware Information – can be 0, 1, 2 etc. We have a requirement for a number of dates in a number of Classes which don’t currently seem to exist. We want to be able to capture these dates so that several months beforehand a Request can automatically be raised as a warning. Hardware Support Expiry Date – linked to a support contract (Hardware End of Life – can be different to above and we could use Scheduled Retired Date in Disposal Information). Software Support Expiry Date – linked to a support contract Operating System Expiry Date Last Audited Date – the date that the Asset details were last reviewed internally by us We have a number of Infrastructure Comms Contracts with BT, Virgin, IDE etc. These are not directly linked to any particular hardware/software so maybe this needs a new Asset Class? Some of the required fields are already in different sections (such as Financial Info) but we can’t find anything explicit for the following (the Software Information section has some of these but refers to ‘Licenses’).: Vendor Contract End Date (but we could use a suggested Expiry Date from above if under General Properties) Term - eg 1 year, 2 year, 90 day rolling (if expired then many contracts continue with 60/90 day notice period) A End – one end of the comms ‘line’ B End – other end of comms ‘line’ Cost – could be monthly or Annual (but we could use Maintenance cost in Financial Info)

We want to be able to use BPM Operations with Asset Management (AM) to assist with our Starter/Mover/Leaver processes. Ideally we want to be able to ‘push’ and ‘pull’ data between Service Manager and AM. Examples are Starter Requests with activities that would enable the details such as laptop, mobile phone, access rights info etc for the user to be injected into AM – doing this manually is prone to error and sometimes get missed. Equally when we have a Leaver Request the BPM could pull relevant info from AM attached to a user and inject that into the Request.

Could I ask for these 3 enhancements to be considered for Asset Management: 1. Ability to hide Asset Classes. We may not wish to use all the Classes and want to ensure that users don’t use it by accident or get confused. We could use Translations to change the name to ‘Don’t use’ but that’s not brilliant. 2. Add Asset Class of ‘Access Rights’. We view Access Rights for our users to be an ‘Asset’. Our plan is to tie this in with our Starter/Mover/Leaver processes. We are under increasing ‘audit’ pressure to show that we have a record of what access people have to all our key systems. We need to be able to report by system to show who has access and at what level – this could be done from the systems themselves but a central source is much easier. Also, and arguably more importantly, we need to report by user so that when they leave a business we have a quick reference of which systems we need to access for user removal. We would configure Asset Types in this new Class on the following basis ‘System name – Access Level’ which avoids the requirement for any new fields and is easy to report on. The users with each access right would all be Shared Users. 3. Audit Trail of Shared Users. Linked to the above is it possible to report on when a Shared User was added to an Asset? Again this to satisfy our auditors to show on a certain day who had an Access Right to a particular system. This is far from perfect as it won't show when people were deleted but we can use Leaver Requests for that.

@Victor Will do.

@ArmandoDM Is there any update on this please? We have triple checked our settings and they are set as screenshot above but we are still receiving email notifications! Please note that our testing results are inconsistent with other notification types which do follow the expected logic.

You can permanently pin the Details section open in all Requests you view. Go into any Request, open Details and in top right of the Details section click on the pin. The Description will now always be there on the page when you open any Request.

@Jeremy @Martyn Houghton By the way I don't think we will ever get Custom Asset Fields . It has been discussed.

@Jeremy Littered around the place in HB Service Manager>Translations. Search in these areas: user.view.asset (pages of entries) user.common.asset (enables re-naming of asset classes) ui.asset (includes translating text in drop downs but obviously cannot add/remove number of entries) Had a chat with Samrai today who as expected did warn against extensive use of translations as management of reporting can become tricky. It all depends on your intentions.

We have done more investigation and we have a Support Request which @Steve is looking into as we seem to have 2 issues floating around. We have this setting switched ON which seems to have rather odd effects!!! From the above testing with Members this setting seems to drive this logic: When above Members Notification system (eg guest.app.requests.notification.notificationType.members and membersTeam) setting set to None - this makes the system take the user setting. So if the user wants emails they receive them despite the system setting saying None! When above Members Notification system setting set to Both - this makes the system take the System setting. So the user's setting is irrelevant ie mails are forced on them. However we seem to have a different issue with Analysts being notified via email of customer portal updates (Support Ticket raised and Steve was investigating). We have System and User settings all switched on and Analysts receives no email!!! However strangely Analysts receive email notifications from customer email updates (which also has System and User settings all switched on!!!).

@Jeremy I'm going to use some Asset Classes for Access Rights so same issue. So over to Translations again!

@Martyn Houghton Thanks for that. I have added +1 to the thread. Out of interest do you use translations in Asset Management to change the Label names? I am about to start working on this and I have found the translations but unsure if that will cause issues down the road with reporting. Being unable to change the format is a pain but I reckon I have enough fields to 're-use'.

+1 for us please.

+1 I'm looking at using Translations (if you can find them!). However we can't change the field format (eg date, drop down, free text etc).

@James Ainsworth Re: your above comment: We do have a couple of small planned changes that will make the follow option more prevalent. For example, when you get a notification that you have been added to a request as a Member, we will also make the ''Follow'' option available to click on. I believe that we also plan to add the "follow/unfollow" to the Update action on a request. I can see this has not been done in the Update action but is it possible now via a notification (in particular in the email template to the new Member)?

I'm confused - can someone please help! I am currently tidying up our email templates and settings (certainly not an enviable task!). The settings below seem to contradict each other. Each of the first 3 look to be 'twinned' with the second 3. So the first says to send the template AnalystRequestMemberAddedNotification if a new Member is added (this template is directed to the request owner). But its twin entry says not to send ANY notification (incl mail) to the request owner. But in our system the owner does receive the template mail. So what is the purpose of the last 3 settings?

@Daniel Dekel Many thanks. This is much appreciated.