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David Hall

Hornbill Developer
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Everything posted by David Hall

  1. @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
  2. 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.
  3. 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.
  4. @carlt I see you have raised this with the Support team so we will investigate from there. Kind Regards, Dave.
  5. 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.
  6. @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.
  7. 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.
  8. @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.
  9. 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.
  10. 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.
  11. 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
  12. 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,
  13. @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
  14. 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
  15. Hi @Sandip Bhogal Details of administering categories can be found here https://wiki.hornbill.com/index.php/Request_and_Closure_Categories Kind Regards, Dave
  16. I've been informed that the update has now been applied, so the issue should now be resolved. Kind Regards, Dave.
  17. @Jack_Podmore @sprasad @Jeremy @AndyHill @Alberto M Happy to report that we have a fix for this issue and this will be automatically rolled out to you today, so the issue should be resolved shortly. Kind Regards, Dave.
  18. @Jack_Podmore @sprasad @Jeremy Just a quick update, we've identified the underlying issue and a fix is being worked on as we speak, will update you as soon as we have something to make available to you. As originally suggested and now confirmed, the issue will only occur when opening requests that you own, all others will remain unaffected. Kind Regards, Dave
  19. @Jack_Podmore Apologies and thanks for the post. Will investigate the issue now. Kind Regards, Dave.
  20. Hi @Jeremy The top screenshot is the view shown when the service details are not being returned (hence no icons/link/sub-statuses etc). The reason for this will normally be one of... Service has been deleted User logged in does not have the relevant access/visibility to that service Given that you're loading it correctly for existing users I'd guess its the service access for the new user. I'd check first that the new user is within one of the supporting teams on the service, or are appropriately subscribed to the service etc. Kind Regards, Dave
  21. Hi @Daniel When the customer replies to the email from the helpdesk, the email is being processed by your Email Routing Rules and if it matches a request reference etc it will be posted as an entry in the timeline by the system hence (System autoresponder) which is a system account/internal analyst. To communicate further with your customer via email you would continue to reply using the mailbox view or the email tab on the request or simply posting the update with "Customer" visibility will make the comment available for your customer to see on the relevant external portal, the reply
  22. Hi @Andrew Tasker Please follow the details at the top of this post to perform an application refresh within the admin tool to correct the above issue. Kind Regards, Dave
  23. @Ann-MarieHolloway The fix for the specific error mentioned by Daniel in the post is for those who have already just updated to the latest update of Service Manager and have not performed an application reload manually, the subscription issue is an entirely separate issue that is being investigated right now. Kind Regards, Dave
  24. @Daniel For that specific error, could you try refreshing the app as described here at the top of this release note post and that should correct that issue. Kind Regards, Dave.
  25. @AKetteringham Great to hear, sorry about that, a manual refresh is not normally required for updates we just have a specific scenario where its required at this time. Kind Regards, Dave.
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