Andrew Parsons

Hi - When any ticket is logged via our customer portal, it hands over to a standard capture which asks for some general information (contact details, supporting attachments, affected asset) The following node is used to gather Asset information. This is not mandatory, as not every ticket relates to a laptop for example. It displays to the customer as follows: As the selector defaults to My Assets, it usually shows the current device they are using. All they have to do (if they want to) is click the Link button on the right. As the device name shows as a hyperlink, some customers have been clicking this instead of the Link button. For myself, if I click it it takes me to the Assets section within Service Manager which is not a problem. However our customers are Basic users, so instead get taken to this page: Not realising their mistake, they're then calling the Service Desk to complain the portal is not working. What options do we have here? 1) Is it possible to remove the hyperlink? 2) is it possible to grant basic users READ ONLY access to the Assets section? (so they won't get this error at least) 3) Something else I haven't considered?

I need this for a project I'm working on, could you respond to the above?

Thanks @Steve Giller - how do we go about updating this?

@Steve Giller according to my colleague we're on XMLMC Database Asset Import Utility v3.3.3 - so I'm guessing we will now be told to upgrade. As I've asked a few times - why does Service Manager not think I have assets that are shown as Owned by me if I look up my co-worker record? Is this a confirmed known bug in versions lower than v.4.4.1 ? Or am I using the right type of node in the bpm?

Sorry @Steve Giller, wasn't clear as you quoted a section of my post where I was talking about Lansweeper. I will have to check with our system admin who is OOO today, unless there's a way of finding out from within Service Manager?

Hi Steve - we're using v11.1.1.3 of lansweeper. Again, not sure why this is relevant. Either way, my name is being recorded against an asset in Hornbill. Whether this is correct or not is beside the point, it's that Service Manager is saying I have no assets when I clearly do.

Hi @Steve Giller I'm not sure I understand. First up - latest version? Of HB SM? See below for when I go to About. I don't know the full details but we have an import from Lansweeper. It appears to use the last logon user to populate "used by" and "owned by". In any case, my name appears against a device in those fields. ...but when I try and "add assets" belonging to me via a bpm, it says my user id has no assets associated. I'm using the same node as the original poster in this thread, but still get "The user owns no assets of the selected class and type" despite me being an owner of the above device as far as Service Manager is concerned.

Hi @Steve Giller - I tried this (removed myself from that asset). It's now showing against me again (as i'm the last person to log on to it). Again when I run my process to get customer assets, i get the same error of no assets owner by me.

Is there a way of adding an auto response on the Service Manager inbox? The problem we have is that our customers will either raise a ticket via the self service portal, or a service desk analyst will raise a ticket on their behalf. We do not offer an 'email in' function for logging tickets, only updating existing tickets. Once a customer has a ref number, there may be communication between our Service Desk and them via the email function in Service Manager. There is a 'catch all' rule that updates the existing ticket as long as a valid reference number is included in the subject line. However, as users are aware of this address, they have started emailing it when they have a new issue. As they don't have a reference number at that stage, the email hits the inbox, and does nothing. As we are not monitoring this mailbox, these are being missed. Inbound routing rules are very limited in that it only allows you to file the email into a folder, or trigger an action within Service Manager (which will either result in it logging a new ticket, or updating an existing) As we'd rather customers cannot raise a new ticket via email, neither of these options work for us. Ideally we'd like something like an autoresponse at the bottom of the inbound rules (so if all other rules before it fail, it messages them advising that this mailbox is not monitored, and they'll have to raise a request) This doesn't seem possible in inbound rules (I'd rather it didn't generate a ticket, which runs a BPM just to send an email back telling them to log a ticket!). Are there any other ways of achieving this?

Thanks Steve, I'd come to the same conclusion, which is why I've raised this

Thanks Steve - re: comparing the last update, how would this be done? Are you saying it can check for a piece of text in that update and take an action based on this?

Hi Steve, but we want the next action (after email received) to be automated, rather than someone having to take action. Also, if the user happens to email in asking for an update, this would also trigger the next action, so ideally we could add condiitons (eg: email is from xyz@hb.com, subject contains "xyz" etc.

Thanks Steve, but i'm talking about using it to check an incoming email, and if it contains a certain phrase in the subject / body, then perform a specific action (eg: close the call, reassign it, put it on hold) As per my example above, we deal with external vendors. We are starting to work with one who will be dealing with our laptop provisioning for new starters. So throughout the lifecycle of a ticket, they may send 3-4 emails ("order received", "order shipped", "order delivered", "order has been returned" etc). We could agree a unique code for each of these circumstances, and the vendor would then add these into the subject line for each situation. Depending on which one is received, the bpm would then take a different action. Simply waiting for (any) email in would not have the same control (what if the user chases? or an analyst adds an update etc).

+100 In general, the ability to add a rule in the inbox to auto reply would also be handy (therefore if it fails all other rules, it fires a mail back)

Thanks Steve - apologies if it is complicated, but it would really benefit customers

Hi - We need the ability under "suspend" to wait for an email TO BE RECEIVED. There seems to be a "wait for" option for every other action you could think of (including "Wait for Request Email" which according to the wiki suspends "a Request's workflow until an email has been sent from the request) however there is nothing for Email received We receive updates from several external vendors that copy in our Service Manager in comms. It would be great if once something has been referred to a vendor (eg: a printer that requires a site visit) the ticket is suspended waiting for a specific response from them. I know it can go on hold until ANY email is received, but we'd ideally like to look out for a specific key phrase from a specific sender in the subject line. For example, they may have completed their site visit, fixed the issue and would like to notify us via email, and trigger closure of the ticket. I have logged a ticket about this before, but the response was to use an Inbound Routing Rule (looking out for this key phrase/sender) which would log a new ticket, trigger a BPM to close the referenced ticket in the subject line, and then close itself (resulting in two tickets for every one request). This seems needlessly complicated, and would result in searches returning these "Close operation" tickets when searching for the original ref. Why can it not be done within an existing BPM? Surely this is a simple addition and would enhance many customer's experience. Who's with me???

Hi all - I'm having a similar problem. Whenever I use the above node @Alisha used, I get an error (in my output) saying that my user id has no assets: I have this set in a process that identifies the customer that logged the ticket (in this example, me) and should return any assets used by them If I look up my username I can see a laptop listed against me. I am listed under "owned by" "used by" and "last logon by". I did note that if I look up my user record via Platform Config > Users, and then switch to "devices" there is nothing listed (is it looking at this instead?) Did the "shared with" option work?

@Steve Giller Where are you seeing the above screenshot? In the email received in Outlook? Mine works if I apply the template to a manual email from a ticket, but not when I receive the email in Outlook.

Has anyone successfully used the form elements in the Email templates? I noticed they are available when creating an email template I tried setting up a simple dropdown using these options, however if I send this email via a BPM, when it arrives in my Outlook it is plain text. Other elements are still HTML (such as URLs in the template) I also tried editing the source ad adding some of my own HTML to create a radio button list. Same result in the email - it's rendered as plain text If I go to send an email from a ticket, and manually apply this template it shows correctly as a button. Theres a possibility this might be a restriction in our email policies, but just checking if any one has ever used this functionality?

We had an issue with Service Manager and auto replies when we first went live, so with the assistance of an HB engineer, the "assigned to team" notifications were switched off We're now looking at re-enabling this rule however at the time I didn't make a note of the settings that were disabled. After some digging I think it's : guest.app.requests.notification.notificationType.assignmentTeam This is currently set to "none" in our instance. I tried changing this to "email only" and performed a test by reassigning an incident to a team I'm a member of. No emails were sent. It might be my memory playing tricks, but I seem to recall there was more than one setting to switch this on / off. Can anyone help?

A +1 from me too, if this ever went anywhere.

Hi - I found the above post about customising the logo on the login page and service portal. Specifically I'm referring to the logo at the top left when accessing Service Manager, and the logo on the login screen and The above post seems to suggest this is possible, but all of the settings and screenshots mentioned are several years old and do not correspond to what I'm seeing in our portal. I found this section relating to the portal, and the below seems to suggest we've set a logo , however the image it links to is not the one we see Does any one have updated documentation on how to change this?

Hi - any response on my question above?

Thanks James - I suspected it might be because it was in use, however if you try and delete one that's in use, you get a warning telling you that. As above, nothing for renaming, but it appears to work Also - Because renaming hasn't been working, I've been copying the BPM my desired name, but it then allows me to delete the original (which it shouldn't do if its in use)

Worth noting that rename works in Captures as have just successfully done that