Steven Boardman

@David Longley no app to download, it is already there, just off by default, the settings in the above wiki article enable it and walk through what knowledge it will return, and how it matches and how this is different for agents and customers. It won't replace place my documents, document management is still done there and used for lots of purposes on the platform. However FAQ's defined against your services will be presented in the knowledge centre

@aykut.boyraz there is the alternative approach of allowing each agent to specify their notification preferences - therefore the teams that need them, leave them on, and those that don't or members of teams thay don't can turn them off. https://wiki.hornbill.com/index.php/My_Profile_Settings guest.app.requests.notification.allowUserDefinedNotificationType This setting would via a users profile allow for individuals to set these globally

@Dave Longley there is a Knowledge Centre which is available selectively for agents and customers, this can be enabled and embedded into the progressive capture, it dosen't search documents from document manager, but it does search FAQ's, known issues, services, catalog items and requests https://wiki.hornbill.com/index.php/Knowledge_Centre

Update: The ability to associate documents from document manager to services, and then for those documents to be visible against the relevant services on the Employee Portal and Customer Portal is in development, and will be available in a Service Manager update soon - we'll keep this post updated as it is completed, tested and ready to be made available.

@Martyn Houghton my understanding of the document story (which is due shortly), is that it will allow you to associate documents to a service, and those documents will then be visible to those subscribed users of the service, available on both the employee and customer portals. I'll have to defer to @Ehsan @James Ainsworth on the finer details.

@Michael Sharp scheduling the emailing of admin console reports is already available, and is on the list to add to the Service Manager app reports If you are publishing reports to document manager right now, you should get a Hornbill notification like below, each time a new published version of the report updates the report document itself

@Jeremy the option already exists if you go to shared views there is a manage option - for servicdesk admin https://wiki.hornbill.com/index.php/Request_List_Views From here you can make the ownership changes to yourself or another user

@Jack_Podmore @Cassie this issue is now resolved

@Adrian Simpkins you can still hold values in customer custom attribute fields. In your BPM you can check to see if there is a value in a specific customer custom attribute field, and if there is, you can automatically add a notice to NEW requests, which include the value from that custom field - I.E They are a VIP This is an example i have added to the sandbox instance, where there is a value in the attribute 1 field, and it is then automatically shown - I have chosen not to look for specific text in my condition, as this leaves it open to using this logic for any important info i want to hold against the customer. desktop-incident.draft.bpm.txt This then means the notice won't appear if there is nothing to highlight for the customer, but will show if there is. I appreciate there are some use cases this won't cover, such as historic requests, or if info is added to a user after the request is logged, but hopefully this provides some value.

@Jeremy the team have it in the list to fix up, we'll keep you updated on progress here for sure

@Jeremy this will be clearer in the next Service Manager update, as i mention above, there is an issue with these, so we need to await the fix. * You will be able to set the colour for a support person update * You will be able to set a colour for a non support person update - i.e either customer or connection (not one for each as it stands) * You will be able to set a colour for a system generated update These will correspond to the new new View Conditions, which will allow you to filter requests on say - last updated by non support person The next Service Manager update should be available next week.

@Giuseppe Iannacone having said the above, i've just been informed, there is a slight issue with the colour coding, which has been fixed up, so you might want to hold off on using this until the next Service Manage update next week.

@Giuseppe Iannacone in the admin console, under service manager > Settings you'll find these

@Paul Alexander this issue has been fixed and will be in the next service manager update

@Jeremy ok i can replicate, there is an issue if the connection is from a user who is a of type basic, however it works if the connection is a full collaboration user. I'll feedback to the team and see if we can get this fixed up

@Jeremy i'll see if the team can take a look at this, as the logic should allow for portal updates

@David Longley just to add a couple of bits to Jeremy's response. Mapping the proposed start and end dates won't populate this change on the calendar, as they are the proposed not actual dates. https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms You can still use the dates captured in progressive capture, but use the bpm operation to inject the start and end dates for the change using the variable picker - there is another post on this exact same thing here: This might also be worth reviewing: Jeremy covered off where the remove from change calendar options are.

@Jeremy a connection, customer or agent update should trigger the unsuspending. Is the connection on the request using the '''Update''' option, i.e adding a new post, or are they commenting on an existing post? The Suspend wait update, is only looking for new posts (using the update) option, not comments on an existing post (update) Is your connection possibly adding a comment?

@Paul Welby thanks for confirming. As we are not able to replicate what your experiencing, and you are seeing this for multiple users, can i suggest for the speediest remedy, you log this with our support team? https://www.hornbill.com/support

@Jeremy correct, one aspect of auto-tasks, is that they don't Pause (suspend) - so no tasks / approvals / or pause for info - they can only use information on the request. Obviously what you can do, is use the conditions of the custom button to only make the option to resolve the linked requests once the Primary / Parent ticket has got to a particular point - i.e it could be a task which updates the resolution, and a custom field - and the visibility of the resolve linked requests custom button is visible once the custom button value is set. I suppose with this, the option to manually update the linked requests from the resolution box is pretty much the same. Is there any reason you were looking to do this via a custom button and not from the resolve action which allows the resolution of linked requests OOTB?

@Paul Alexander is it possible to do this off the priority? for example if the auto-task button is visible to flag the major incident and this changes the priority, could you then hide the auto task button, using the condition - priority not equals major (or the name you use)? Failing that, as a workaround, you could get the auto task to add a value to a custom field, and then set the 'no show' condition on the value in the custom field? There is an example of an escalate and de-escalate major incident on the sandbox instance https://live.hornbill.com/demo/servicemanager/request/view/IN00000760/ Login as grahamc / H0rnbill - see how the raise / deescalate visibility are tied to the request priority Hope that helps

@Paul Alexander as we can't seem to replicate this on other instances, did you want to raise this as an issue with support? so they can take a closer look for you? https://www.hornbill.com/support

@Paul Welby are you seeing this issue on all report export types (pdf, csv, xls,xlsx), or is it specific to one or a few?

@Paul Alexander this was looked at following INSIGHTS 19, it is an experimental feature right now, and not verified as ready for production use. I'll ask the team looking at this, when it is likely to be ready for production. In the meantime FYI, * It will allow the searching of all properties on all nodes in all processes for text matches. * It will list all process with matches, and how many matches in each process * It will provide an option to allow the updates of the matched text with replacement text into either all or selective processes where there is a match.

@Jeremy yep gotcha, but in the auto task process, you still need to get the info to pass down to the linked requests - so you can still set the resolutions text, category of the primary ticket via the auto task (not the process running on the primary ticket), using the usual nodes in the process designer, then get the request details and resolve the linked requests, all from an auto-task The auto task can: * Use process nodes for setting the resolution details * Look for manually set resolution details * can use injected resolution details into resolution fields from task custom fields etc run from primary business process All on the ticket the auto task will be run from, then in the auto task you get the request info and resolve the linked requests All my testing was done purely using auto-tasks not a standard bpm Here is what i am doing in my auto-task resolve-linked.draft.bpm.txt