JanS2000

Ignore previous, I think I've created the new role in the wrong place... Hornbill personnel, are FAQs classed as knowledge articles and come under the service manager roles?

Just tried it on our instance with a new role I've created and I can't see any system settings for FAQ or bulletins so it may not be possible

I've noticed the renewal dates on ours aren't showing either, it's showing the start and end dates like yours. I've also removed a contract end date from one, but when I save it and go back to the list view, it still shows the contract end date, when I re-open the record, it's reverted back, so it's not saving my changes. I've done another one like this and that saved fine.

@JAquino I've had the same problem. Till it's fixed, I've found that hitting the backspace key when you click into the department field usually removes whatever is there.

You could probably create a role specifically for this, and just add the elements that you want them to do. I'm going to look at doing this for my own team and others in the department, as currently I create all the FAQs, bulletins etc., so it would be handy to allow someone else the ability to manage these when I'm off or otherwise busy.

We noticed a similar issue. We have some FAQs that show the blank image icon, but the images are visible in the service portfolio. Images in some other articles show okay.

+1 for us, I've fallen foul of this lots of times

+1 for us as well. Would be handy to add a form that needs to be filled in for certain types of request, without someone having to do that manually.

Hi, are there any step by step instructions for beginners, on how to run the tool using a csv/json file (beginning to end)? I've looked at the guidance available but don't understand most of it. Also, do I still need to set up an API when updating from a file that's saved on my laptop? Thanks.

Morning all, I've just had chance to download the asset import tool you mentioned. I've exported some peripheral assets to a spreadsheet and updated the relevant fields. How do I point the tool to the file? I've had a look at the readme file and there's nothing in the link provided (Data Imports Guide (hornbill.com)) about how to do ad hoc updates from an excel file, just databases and other systems. I don't want to set anything up to run on a regular basis, I just need to be able to update assets in bulk occasionally (hopefully never again once I get it updated this time).

Hi @katy_palmer, ours is https://live.hornbill.com/instancename/catalog/com.hornbill.servicemanager/request/incidentnumber. I don't know if this is the same format for all instances though.

Hi @Will Darley and @ArmandoDM, I've noticed the same on ours, I thought it was only available when a request wasn't assigned already, so it's good to know it should be there and it's being investigated, thanks!

Thanks @Ricky, the accounts that error are all basic users that only have the basic user and self-service roles. I'll go through what you've suggested and give these a go, thanks. Just a query re deleting the old accounts in Hornbill - will we lose the history of the calls these people logged, or would they remain and then be re-associated when the new username is picked up and synced across?

Thanks @Steve Giller. The terminology confused me - we have an employee portal, not customer portal. Thanks for clarifying.

Morning, following a meeting to develop a data protection impact assessment for our Hornbill instance, I've been looking at whether it's possible to check who's logged in and what records people have accessed so we have an audit trail (still looking to see if this info is available anywhere), but I've just noticed in the Monitor Sessions area, that we have an anonymousGuest logged in currently to the Customer Portal. We don't use the Customer Portal, only the Employee one. Is this normal? If so, could you explain why it's appearing please? I'm sure when I've looked in here before that I've never noticed it, but it's not something I look at often. If it's not normal, I'll raise a support ticket to get it checked, as it raises some security concerns.

Morning, I've been catching up on what's on the road map, and came across a function that's completed, but I can't find it and can't find any reference to it on the WIKI or on here. It's My Work Bench. Does anyone know when this will become available, or if it is already available, how do I find it? Thanks

Thanks @SamS. We've got a couple of different errors come up in the log files, some where it says the User ID already exists, others where the handle already exists, but for all those still showing an error, the user only has one login, but the user ID itself has been changed due to a change in role/contract. One of my colleagues might be able to help me with modifying the user import (json file is it?).

Morning @Victor and @SamS, on this subject, we've got a number of users whose ID number has changed from that originally created in Hornbill. Some people left and returned in a new role, others had new contracts issued, resulting in a new user ID. The users generally keep the same AD account in most cases and same email address, but the daily user import obviously fails because the handle already exists against the old user name. Is it possible to merge users so we don't have multiple accounts in Hornbill, for these users?

Hi, I keep reverting back to the standard interface as I don't get on with the email section - apply to request and raise request are two of the most used functions for our team, and I know it will annoy them that they don't have a button along the top like we have now, and that they'll have to click the 3 dots and then select what they need from a drop-down list. Will these two functions only be accessible via this method or are there plans to put them along the top again? I may have missed this if it's already been addressed on here, apologies if that's the case.

Thanks @Steve Giller

+1 for us as well

Thanks @Adrian Simpkins, I've posted a new topic this morning and prefixed the title with Enhancement, and linked this post so hopefully it'll get picked up soon.

Morning, I raised a support ticket for this after posting on the forums, but I've been advised the following: "Our team have investigated and we can confirm that the timeline updates are being sent from the guest.app.requests.notification.emailMailbox configuration setting and the default mailbox set in the service is not being considered for these updates specifically. The team have advised that fort this to be changed an Enhancement request will need to be completed on the forums." I find it strange that this hasn't already been considered and wonder if other orgs that use more than one mailbox don't realise this. Could this be put through as an enhancement please? Thanks.

Hi, could anyone advise how I make an enhancement request?

Morning, I raised a support ticket, but I've just been advised the following: "Our team have investigated and we can confirm that the timeline updates are being sent from the guest.app.requests.notification.emailMailbox configuration setting and the default mailbox set in the service is not being considered for these updates specifically. The team have advised that fort this to be changed an Enhancement request will need to be completed on the forums." I find it strange that this hasn't already been considered and wonder if other orgs that use more than one mailbox don't realise this. How do I submit an enhancement request for it? @Steve Giller