David Hall

@Darren Rose @Paul Alexander Thanks for the posts. I've had a look and it looks like we unfortunately have some translation strings missing here. We'll get this corrected in the next build of Service Manager. Following the next Service Manager build update you will be able to alter the content of these strings as needed: * user.view.serviceform.requests (Request Link Text) * user.view.serviceform.documents (Documents Link Text) Kind Regards, Dave

Hi @Lee Jones Thanks for the post, you can turn on suggested knowledge to be displayed as part of the request logging process. You should be able to find the details here https://wiki.hornbill.com/index.php/Knowledge_Centre Let us know if you have any further questions. Kind Regards, Dave.

Hi @davidrb84 I've spoken to our cloud team and they are currently investigating a slow down on one of our database servers so its possible this could be the reason for the responsiveness issues you are currently seeing, they are working on the issue. Kind Regards, Dave.

@carlt I see you have raised this with the Support team so we will investigate from there. Kind Regards, Dave.

Hi @carlt I've tested this and it looks to be working as expected. Just to confirm, the list will only return results when you have entered 2 or more characters of the name into the search field and it will only return customers that are subscribed to the service that you have associated to the request, so I'm not sure if either of those explain the lack of results for you? Cheers, Dave.

@Chris Bardell Thanks for the post. I've checked locally and I'm able to use IE on my instance without issue. If its working in other browsers I'd suspect its probably something within your IE security settings/zones that may be blocking access to the Hornbill instance so I'd probably suggest looking there and try different levels to try to determine the problem. Kind Regards, Dave.

Hi @LifeOfJonny Thanks for the post. Following feedback from another customer we've already made some changes here so that results in this view will all be restricted to the current service, this will go out in the next update of Service Manager (Build > 2005) which should solve this issue for you. Kind Regards Dave.

@AKetteringham Hi Angela thanks for posting. I checked with our cloud team and there is nothing out of the ordinary we can see. Is this issue affecting all users and all aspects of the application? Kind regards, Dave.

Hi @DanHornbill Thanks for the post. Unfortunately its not possible to reset/recalculate the response/resolution flags, when they are marked as met or missed then that value will remain regardless of further changes. Kind Regards, Dave.

Hi @ScottG From the screenshot it looks like you are trying to update a corporate/shared SLA target from within the service details view? If this is a corporate/shared SLA then you cannot edit it from within a service, you will need to do this from the main service portfolio view, select the "Service Level Agreement" tab and then find the relevant SLA to open. From there you should be able to edit the details and these will be applicable to all services that share this SLA. A brief explanation of corporate vs service specific SLAs can be found here if it helps https://wiki.hornbill.

Hi @Adrian Simpkins Sounds like it should be moving as you would expect, but without seeing the configuration etc it's sometimes hard to confirm whether the timer has not reached a firing time due to a mis-configuration of the escalation time or if there has been an error when it has fired. Perhaps as a test you could try adding a notification/email notification to yourself for each one to see whether you get an email even if the priority doesn't change, that would help to confirm if the event fired or not. If it does fire the event and send the email then there could be an issue s

Hi @Adrian Simpkins I think you pretty much had the correct answer for all three points: 1. The new configuration would apply to new requests as you create them it won't be retrospectively applied 2. If you have it configured to send to owner but no owner is set then it will simply not send an email.. as you mentioned you can configure multiple notifications to contact relevant members as needed 3. The manager is indeed determined from the manager on the user profile, if one is not set then again it simply won't send the email. Hope that helps. Kind Regards,

@Chibamba Great, yes after you have the role and have logged back in, if you view the request there should be a resolve/close tab now shown in the set of action tabs at the top of the request, select that tab and there should be a button option to reopen. Kind Regards, Dave

Hi @Chibamba Welcome and thanks for the post. If you want to manually reopen a closed request you will need to make sure you have the "Full Access" role for the type of request you are trying to open... e.g. to reopen an Incident you will need the role "Incident Management Full Access" or Problem would be "Problem Management Full Access" role. Details of all of the available roles can be found here https://wiki.hornbill.com/index.php/Service_Manager_Roles Hope that helps, Kind Regards, Dave

Hi @Sandip Bhogal Details of administering categories can be found here https://wiki.hornbill.com/index.php/Request_and_Closure_Categories Kind Regards, Dave