Estie

@AndyG - thanks I do know about those search functions. However the search functions are still only picking up what is added to the title of the article or the pre-defined tags that are added to an article. So the actual content of the article is not currently searchable e.g. if an article contains the word 'email' the search will only show that article if the word 'email' is in the title of the document. @James Ainsworth I understand what you are saying about the tags column which makes sense. However there is no way to see that a tag has been added to an article unless you are a contributor or an admin. In other applications the tags or search items would be highlighted in the articles. It is therefore difficult to identify which tags are in which articles and whether the searches are returning accurate results.

Hi @James Ainsworth is there any update on this please?

Hi I would like the Knowledge Manager to have the right to add Knowledge Tags in Service Manager>Knowledge>Tags. It seems only the Knowledge Administrator role allows this. However I cannot tell which application or system right it is under. Which one would I have to add to a custom role to allow this and avoid giving the Knowledge Manager Administrative rights? Thanks

@Jim, @EWA As a workaround I got the owner to add the Admin account to the knowledgebase 'Contributor Access' using the Add User option. This was only possible once all the Knowledge roles were added to the System Admin Account. At least now I will be able to access the knowledgebase if the owner is on A/L.

@James Ainsworth looks like the search by tags is now working, although tags are still not showing in the list of articles in the Knowledgebase, so it is hard to see which articles have tags added to them (see screenshot below). It also seems that an Administrator has to add all the tags to the Service Manager>Knowledge>Tags area first before they can be added to articles. Therefore the search by tags function only searches the tags that are added there and then added to an article. It still does not seem possible to search the content of the article. Is there any way that a contributor/Administrator can add our own tags or keywords used in articles? (like adding meta data to web pages etc) We could then search the content of articles. Tags column is still empty when viewing the knowledgebase:

FYI I have raised a support ticket for similar and related issues and have been told that the following product defect has been raised: You are not able to add contributors to a knowledge base if you are not the owner, even with the Knowledge Administrator role ref: KE00185400

Thanks @Steve Giller - I don't recall publishing a new IC since 8th November. I am a bit confused - where would the custom IC number 104 show in the variable picker list?

Hi when editing an expression in a workflow I have noticed that the Custom IC (Published - version) is different to what is shown in the variable picker. It is higher in the workflow expression than the version in the variable picker. This is usually the other way around (ie lower version in older expressions in the actual IC, with higher version in the variable picker) It does not seem right. Is this a bug? I have tried logging out and in again and a different browser but shows the same way.

Our analysts are experiencing issues with duplicate work because they are unaware when colleagues are viewing or updating the same request simultaneously. In a previous ITSM tool, a notification and profile picture would alert them if another analyst was viewing the same ticket. Does Hornbill have a similar feature? If not, I would like to suggest it as an enhancement. Thanks

@Miro This is also happening on another customised form using the same Login Account calendar and date/time field - the Christmas dates are not being excluded.

@Miro I seem to be seeing the above issue on one of our working time calendars where the exclusion date of New Year's day for 2025 is showing as usable in the IC for between dates field despite the fact that we have added the exclusion date in the calendar to 'All'. This is an additional wtc setup for this IC so we can use weekends. Is another fix required? Thanks

+1

@James Ainsworth - if all the members of a team are turned off for assignment does this affect the assignment of a ticket to that team/individual via a workflow? I am not using round robin or most available analyst in the workflow just a normal assignment.

Looks like we are back online now too.

Same for us