Steven Boardman

@Jeremy in your auto task, do you resolve, categorise, and change the status to resolve or closed for the primary request? if so do you then do a get request info before using the resolve linked requests option? If i do this, then my linked requests are resolved, inherit the resolution category and resolution text from the parent ticket So very much like using this node in a standard business process, this node is expecting and using the resolution text and category from the parent ticket, therefore there are no input params for this given node - you would need to take care of the resolution text and category in earlier nodes, then get request info, and then update linked requests Let us know if this helps, or if you are still having any issues

@David Longley this is not possible right now in Procap forms. The current option is to include a link to the video, which you launch in another tab Under the hood we have been busy working on procap v2, which is in use in the employee portal, employee mobile and agent mobile interfaces. We still have procap v1 in the Customer Portal, Service Portal, My Services, and the agent interface, but we are actively migrating these areas to v2 (nothing our customers will need to worry about as all v1 procap's will continue to work in procap v2. Once we are in the world of procap v2 across the board, we can then look at supporting this but no timeframes on this right now i'm afraid. It's on the list and we'll update once any progress is made in this area.

@HHH the short answer is yes. If you look at step 8 in the migration steps on the wiki, if you enable the redirects then when they hit the Service portal urls via a bookmark, link in email template etc, then they will be redirected to the employee portal equivalent pages. https://wiki.hornbill.com/index.php/Migrating_to_the_Employee_Portal

@Dave Longley What you'll need are ESP Conditions in your email template https://wiki.hornbill.com/index.php/Email_Templates This will allow you to define both the URL's for the internal employee portal and for the external customer portal, and depending on the customer type (contact / co-worker), only the relevant one will show in the email. Check out this post, i think it will give you what you need (You will need to substitute the internal URL in the example with the employee portal request URL, as this topic uses the service portal URL as an example)

@Michael Sharp mine is a links widget (showing for comparison with yours) on build 142. If you go to safari and access the URL without going via the home screen link what build do you get and what can you see on the links widget?

@Michael Sharp I know there was an issue before, but this should have been resolved on the mobile Could you check something for us? 1. Can you go into settings, clear cache - does this resolve it? 2. If not in settings, can you check which client build you are on? should be 142 3. Are you accessing the mobile app from a shortcut on your home screen? if so could you try opening up safari on the iphone and accessing the mobile directly from the url mcatalog.hornbill.com/(yourinstance) - if you do this, are you still seeing the issue Let us know how you get on

@Luke you can specify the default mailbox for all requests per service - click to edit a service to see this option There is info here about agents who have access to more than one mailbox - https://wiki.hornbill.com/index.php/Service_Details

@7oaks there is also some new(ish) logic around who you can assign and share an activity with, and then in turn who can reassign those activiies https://wiki.hornbill.com/index.php/Activities

@7oaks would this setting and feature help - https://wiki.hornbill.com/index.php/Service_Manager_Experimental_Features

@NickH one more thing, in your business process where the email template is being used - make sure you update the Email Template Entity from the default Request to ChangeRequest

@NickH In the email templates - change the option from Request to Change Request Then in the variable picker you will see variables for: * Start Time * End Tiem * Proposed etc * You will still have all the request related variables available to you

@Hannah Stella with option 3 have you considered: * Creating a simple list of your sites * Then in your progressive captures, you can reference the simple list, and make it a checkbox picker - for the multiple selection of sites * Then if you sites are added, you only need to update the one simple list, not each and every progressive capture seperately? * In order to have the multiple sites available for your email templates, you could map the progressive capture question to a custom request field, and then use this custom field in your email templates

@Dave Longley for assets to appear on a request, they have to be manually added either through the request by your support team, or by the requestor on progressive capture by using the default asset form, someone has to add an asset, as being relevant to the request which is being raised, there isn't a concept of adding a users assets to a request automatically. When a user logs a request, they can be presented with the option to add the asset/s which they own, or share or at the site based on what has been configured in your progressive capture flows. Possible Config And in Progressive Capture, each user will be able yo manually add the appropriate assets (they own, share, reside at a site etc) to the request they are raising, which will in turn appear in the assets accordion on a request

@Dave Longley In the admin console > Apps > Service Manager > Settings you can use this option to pin the assets accordion open on viewing requests. Any assets added to the request will be visible here. If there are no assets linked to a request, the accordion will not show, as with the other accordions (attachments, requests etc) If you haven't added assets via progressive capture, but want to add them on the request itself, this is done from the action bar on the request, but the assets action item will only be visible on requests if it has been enabled against the service and request types

@Haroon could you provide some more context to this? Is it in Progressive Capture? if so could you explain the scenario and maybe there are some approaches we can offer?

@Paul Alexander i can't seem to replicate the issue. I can add 20+ requests to boards and lanes. The only time i see the message about not being able to add them, is if they already exist on the board and lane i am trying to add them too?

@Paul Alexander this has been fixed, preview should be working for you again

@Alisha @Paul Alexander @Sean Teehan @Keith @HGrigsby @Aaron Summers @Martyn Houghton @Lyonel @Jeremy @m.vandun @Adrian Simpkins @samwoo The ability to change the owner of a snippet was made available in the Service Manager update yesterday As mentioned in the wiki details below, you will need the Service Desk Admin role, but you will then be able to both change the owner, and have an option to make yourself the owner of snippets owned by other users. https://wiki.hornbill.com/index.php/Snippets

@AKetteringham ok so above you did mention you were using the old service levels, so the advice above relates to the old one's From your latest screenshots it looks like the new Service Level Agreements where the configuration is somewhat different and more needs to be considered. The wiki links in the post at the top cover off how to use and configure Service Level Agreements and they also cover how these can be both global or service specific, how you can configure multiple different service levels per SLA (i.e P1, P2, P3), and how you can set rules inside each SLA to determine which service level is invoked on a ticket i.e mapped to the corresponding priorities), there is also a level up of having multiple SLA's ,each with their own set of service levels, and in scenario's where you have multiple SLA's you also need to have rules to determine which SLA is used, before you have rules for which Service Level in the chosen SLA is also used. - confusing i know If all you are doing is adding a new P3 rule, then your existing SLA should be visible on the Service Level Agreement view - and clicking on this, should show you the already configured service levels - i.e P1, P2, P3 etc - you should just be able to edit the P3 rule and set it to your new priority which you created . If this is not immediately obvious i would take a look at the wiki documentation. Corporate Service Level Agreements can be applied and used for tickets logged against any service - but they will only be invoked if you have configured rules under which this will happen. https://wiki.hornbill.com/index.php/Corporate_Service_Level_Agreements This bit needs to be done before the corporate service level agreement is invoked. Against your services, if you have more than one service level agreement configured, you will also need to set the rules against which it knows which one to use

@sprasad you can alter which users a timesheet viewer can view from the Timesheet Visibility option in the admin tool * You can click on the Update option next to the mapping, and move it to offline, or simply use the trash can to remove visibility to that users timesheet completely

@AKetteringham ok, i can see you have added a Priority of P3 (3 day fix), but this is simply a display name for the priority. Service levels are different to priorities, even if they are named the same in Hornbill, and in order for the action service level targets to change, you will need to do this under the Service Level configuration Assuming it is your resolve service levels you are changing, and assuming you have added the new priority called P3 (3 day fix) under the priorities tab, if you go to the service levels tab > resolve time and click on + this will allow you to add a new resolve time - you should see your P3 (3 Day fix) priority available to pick from the drop down - then you can associate the relevant days to your new service level target.

@AKetteringham apologises i think the first link was for the new functionality as well Against your P3 and P4 options, you can simply click on the pencil and change the days / hours / minutes associated with each priority - there are response and resolve tabs for each service level

@AKetteringham ok no problem, in which case this is your service level targets. Where you change this will depend on if your organisation are using the older Service Levels (as shown below) This should help: https://wiki.hornbill.com/index.php/Service_Levels Or if you are using the newer Service Level Agreements (shown below) This should help: https://wiki.hornbill.com/index.php/Service_Level_Agreements Let us know if you have any questions

@AKetteringham if you have the service desk admin role, you will find the priorities under Service Portfolio option from the Service Manager tile in the navigation menu https://wiki.hornbill.com/index.php/Service_Manager_Priorities There are options to * Disable existing priorties (using the slider) so they can't be selected * Adding new Priorities * Changing the colours associated with existing or new priorities (click on the colour next to the priority) * Re-order how they appear in lists, by dragging and dropping into the desired order

@Janett Dervish is the original date value, an answer to a progressive capture question or only a value you hold in a request custom field, if it is the former, you could try injecting the progressive capture date answer as the starting timestamp value, and see if this corrects your timezone issue - i.e puts the new timestamp in the future not the past