[Visibility Customer / Owner/Team]

 

Hi,

Generally, We know that  The user can select the visibility to decide if the timeline entry will be customer facing (“customer” visibility) or private to the team working on the request (“team” visibility).

In our system, The option for writing comments only visible to Customer or Owner,  should be disabled, being active only the option to write comments visible to the Team.

How can we disable the visibility for the customer or owner? We only want the comments tab to be visible to the team.

Can you help on it please?

Thanks,

[The Customer Portal]

We are having a service that has been switched off, but tickets should still be visible to the customer for reference.

is there any chance for the customer to see the old tickets are created by themselves when the service switch off.

Thanks,

Cigdem

[User Type Report]

Hi,

I want to get report the user type with the organisation on Hornbill. I don`t know how to do it. Can you please help me?

Thanks,

Cigdem

[Board Manager Workflow Error]

The ticket has BPM error. I have checked the flow as attached, I dont understand what the problem is. Can you please help on this error?

Thanks a lot,

Best Regards,

Cigdem

 

[Hornbill Ticket Attachments Problem]

When the reporter adds an attachment in the ticket, we can not see/open the attachments in the timeline. 

In the ticket information, I can see that there are attachments, but I cannot find a way to open them. Inside the main text the images are indicated even by name, but they cannot be clicked on. Please see the SS.

[Is it possible to default the "request type" in the intelligent capture workflow?]

We need to remove the request type when creating a change request type. Please see attached.

 

• Is it possible to default the "request type" in the intelligent capture workflow? for example "change" when the request category includes "SAP". 
• We know there is one setting in parameters but only allows one intelligent capture to be default, we would like different captures for different services - app.itsm.progressiveCapture.newChange name of progressive capture flow for new change.

[Can we customize columns (secreenshot-2)with the questions on the form fields (screenshot-1)? We want to display these columns on the request lists? is it possible? Thanks,]

[How can I add custom expression?]

We have a new project. We need to select custom expression like facilities site but We couldn't find how to do it. Can you please help us? please see attach. Thanks, 

[No matching gotoIf found...]

Some requests belong the specific team are showing at error when opening. "No matching gotoff found" and when you resolved the ticket, it doesn't show do not see any resolution information-resolution time on the right side.

[Cannot demote user with scheduled jobs owned]

try to remove the user but I got the message that "Cannot demote user with scheduled jobs owned". How can I find the job or ticket? Thanks

[submit on behalf of" option]

On 6/26/2023 at 12:05 PM, Steve Giller said:

This can be done with a Custom Form and a Search All Users Data Query configuration, however exposing your entire list of Customers to anyone who can raise a Request may not be desirable.

Thanks a lot. Can you share a screenshot, please? 

[submit on behalf of" option]

Thanks. Would mind sending screenshots? thanks again!

[submit on behalf of" option]

Can Basic user be a "Submit on behalf of" option at the time of Ticket Creation/Submission where the person opening the ticket can choose a different account as the submitter?

thanks

[Cannot demote user with scheduled jobs owned]

try to remove the user but I got the message that "Cannot demote user with scheduled jobs owned". How can I find the job or ticket? Thanks

[Request Category selected]

Hi,

Would it be possible to select a request category for each catalogue item in the same service?

Thanks,

 

[Automatic resolution email]

when we select the category for resolution, would it be possible to send an automatic email to a pre-defined team email address? is it clear? thanks

[Automatic resolution email]

Is it possible to send an automatic email to a pre-defined email address when we select a resolution together with the service? 

Thanks