Steven Boardman

@Tina.Lapere when you add a category to a request this category is written to the request table and you will still be able to report on the request table and the values held in the category column. What you would need to consider is that if you do delete this that it will no longer appear in the category tree on old requests, so you would not be able to go back to old requests and change them to anything you have deleted. Hope that helps Steve

Hi @Lyonel please you like it It has been introduced in Incidents as this was seen as the most natural place for it, in terms of having knowledge available to help you resolve the issue and return to BAU, so it sits there alongside the workarounds from linked Problems, as possible solutions which you can use to resolve your Incident. In regards to Service Requests we have had various requests to have the ability to link documents to say a New Starter Service Request with the steps which need to be followed, and this is now possible through the Document Manager action bar icon on all request types. In addition we have just added a new iBridge option which allows you to automate the adding of specific documents from within your business process - so using the same example above, you can always add the relevant New Starter Guide document to the New Starter Service Requests And the new iBridge option under the Integration call in your process designer There is more discussion here on this and an example config for the above:

Hi @clampj When you set up the scheduler if you choose days and then only highlight the day of the week you want this to run - say a Friday and set the expire count to -1 then this will execute every Friday (weekly) indefinitely - you can also set the next event date to the first day you want this to run Hope that helps

@Dan Munns yes that is correct, it will only show the session analyst the services which they support (based on their team memberships). This is really designed for environments where you have say IT, HR, Facilities all defining and managing their own services, and it is only relevant for agents in the teams in each department to see the services which they support not a long list of services which the whole business provides. As your's was set to Off it would seem it is not a contributing factor here, re the difference in the services displayed when logging SR's compared to Changes. The team are looking into system setting and looking at expanding this to all request types not just SR's and Incidents where catalog items are used.

@Keith coming back to your question on a quick overview video on using wiki mark-up in progressive capture to enhance the user experience and appearance, i have created a quick video which is on the wiki here on the progressive capture Customised Forms page: https://wiki.hornbill.com/index.php/Customised_Forms I have also included the links to the wiki markup examples on the wiki too. https://wiki.hornbill.com/index.php/Wiki_Markup Hope this is useful

Hi @Martyn Houghton the Document Add is just the test name i gave to the Keysafe credentials when setting up the Hornbill Authentication type, it doesn't relate to any functional capabilities, that is all handled through the chosen Method field under the Connector above. No remove document option as of yet i'm afraid, but we are always adding to the available options Steve

@SJEaton this issue should now be resolved, and the PC forms with labels working as before, please let me know if this is not the case

@SJEaton this should now be sorted and working as before, please let us know if this is not the case?

@DeadMeatGF thanks for the suggestion, it seems reasonable to me. I have raised this for review and will update here once discussed and any progress

Thanks Paul One limitation with using the existing Assets Progressive Capture form (which does show a customers assets) is that you can in fact add / link multiple assets which would make the branching off this very difficult, say you added 4 assets, then which variables are we exposing (showing), what order they are added, and which assets variables are we making the branching on, so using progressive capture would probably involve a new form at a minimum where only singular items can be chosen, then exposing of that assets attributes for branching etc. I am sure there are a number of different approaches which could be looked at for this challenge, and it is good to get as much input from those that are interested Thanks Steve

@Martyn Houghton @Paul Alexander @samwoo @dwalby @JBasey Thanks everyone, could i request a bit more info from those who have also supported this idea? Are you looking for the ability for customers on the portals to purchase equipment but for the options to be restricted to those relevant to (A) their existing equipment and (B) what they are entitled to order? How would you see this working? part of existing progressive capture flows? something new? Thanks Steve

@SJEaton i can replicate this issue and i have fed back this needs looking at asap, we'll update here once we know more

Hi @SJEaton It is only possible to have one SLA invoked against a request, but it is possible to use the SLA rules builder to define which SLA should be invoked so in theory yes you can effectively have multiple SLA's available in a single workflow and then depending on the rules you set within the SLA rules builder on the Service the request is logged against you can have it choose a different SLA / Service Level depending on request variables. The SLA rules builder will be invoked and evaluated at the point in the workflow where you use the Start Timers. At this point it will check the SLA's defined against the service the request is logged against, it will look to see if there is one or multiple SLA's defined. If there are two, it will show a Manage Rules tab where you can define rules to control which SLA to use. If you only have one SLA, it will then look to see if there is one or multiple Service Levels defined within the SLA - so in your example this may equate to the different number of days you have for drafting the minutes. Again if there are multiple Service Levels inside your SLA a rules builder will be available and will allow you to set the rules for which Service Level should be invoked under different conditions: Manage Rules Individual Rules configuration The options which you can make decisions (rules) which will in turn start the relevant Service Level on your request are currently: * Prioirity * Site * Customer * Organisation * Catalog Item * Team * Request Type It is not currently possible to set rules based on progressive capture answers or custom fields. We are adding in the next Service Manager build the option to also use * Logging Catgory What this basically means is you can't currently set what you need based on the Meeting Type, however what you might be able to do is the following. * Once the Meeting Type is set in a PC question, use the Entity > Requests > Get Request Information > Progressive Capture Answers node and follow this with a decision node, off the decision node you could set either the Priority, or the logging category differently based on your different meeting types, so that when you then use a Start Timer node, you can set rules in the SLA's based on either priority, or Logging category which will correspond to the meeting type and set the Service Level with the appropriate number of days to draft the minutes. A bit of a long winded explanation but hopefully it makes sense? There is a lot more info on SLA's etc on the wiki here: https://wiki.hornbill.com/index.php/Service_Level_Agreements The last point i would make is that you can create corporate SLA's which you can then link to services, and you would define the Service Level rules once, for the corporate service levels, which will apply across all services where they are used, or you can create SLA's which are service specific from within each service and the rules each would only apply to requests logged against that service - it sounds to me like you would need a service specific SLA here, with different Service Levels for the different number of days for writing the draft minutes, and then then rules set based on priority, or logging category (in next SM update due in 10 days). Hope that helps Steve

@SJEaton I am not seeing duplicate but it looks like the content of the Label name is now being displayed as well as the contents of the Description. I have asked the team to look at this asap

Hi @Tina.Lapere Once you have added a new contact in PC, you can view their attributes in the righthandside for the rest of the logging process. You can choose which attributes to show in this PC config under the customer search form you can add the attributes you need. So as you progress through the logging process this info will remain and you can click on the righthandside to reveal the info when your further through the process if needed: Let me know if you were referring to something else? Thanks Steve

@lee mcdermott just to add to this, in the next Service Manager update the number of available custom fields has been increased to 30 As well as increasing the number of custom fields we have also made it possible through the forms designer (user app) to pick the type of field for the new fields (Text, Date/time, Integer) alongside the existing fixed fields. I'll let @Victor go through some config options with you which might help now and going forward. Look out for the next update (due in the next 10 days) and the supporting wiki content for more info Steve

@dwalby here's a quick asset report as a starter it includes the attributes which are included in the general assets table (which is the one shared by all asset classes). Each asset class has different attributes so you may need to create variants of this for asset types which have specific asset attributes that you need but this is a quick example which includes type, asset id, description, cost, location and site - if you export to CSV you can do more with grouping / ordering / manipulation etc but hopefully gets you started assets-by-type.report (1).txt If you create a new report, and then use the upload report definition you should be able to review this Steve

@dwalby i've added you and will update, but more community support always helps with their priority so thanks - What info / reports are you looking to generate?

Hi @dwalby There is a system setting under Service Manager settings in the admin console servicemanager.portal.requests.showStaffRequests A setting to enable the manager to see all his managed staff requests ON OFF With this enabled, your manager would be able to see your requests on the portal. So in my example below, with this setting enabled Daniel Matthews would be able to view Graham Clarkes requests. Which will look like this Hope that helps Steve

@dwalby the new dynamic knowledge will be applicable to progressive capture for both the agents and customers on the portals. We have the global search on the portals landing page which already works in a similar way, what we will be adding here is better word search capabilities. Steve

Hi @samwoo It's taken a little longer than hoped to get this ready but we are very close, if you can bear with us a little longer this should be out shortly. Thanks Steve

@Dan Munns I tihnk @Victor is on the right track, there is a system setting which if enabled should only show services on the services details PC form if the services have catalog items defined against them. It applies for Incidents and SR's but it looks like it is not being applied for Changes hence why you are seeing different services displayed when raising a change compared to an SR as the same analyst. I have asked the team to look into the issue and see if it can be addressed. I will also raise the idea of an option to hide the drop down list next to the Raise New button so that if required you can force requests to be logged using this route, i will let you know how this goes Steve

@David_Wilson whilst you need to run the dashboards as a user, this should not prohibit the same user from doing their day to day activities. So if you gave the user the appropriate roles and access to the dashboards then this could be running in the admin console displayed in the office, whilst the same user is working away on requests etc in Service Manager in the user app.

@HHH will do

@Dan Munns just a couple of suggestions Because they have used both the Raise New and the Raise Change they will have followed different PC's (One linked to raise new, and one to new change - drop down and linked request), what do the PC's look like in terms of questions? Have they chosen the Service rather than a catalog item? is the business process linked to the service as well as individual catalog items? Just some thoughts?