[Unable to view customer emails]

Hi @Michael Leonard

Normally you will see this message if you do not have access to the mailbox in which the email sits, are you able to find and view the email via the main email view?  If not then you most likely need to be granted rights to view that mailbox.

Kind Regards,

Dave.

[Could not connect to server Error in Service Manager]

Hi @davidrb84

Apologies for any inconvenience, I've asked the relevant team to have a look at your instance to see if there are any issues they can see.

Kind Regards,

Dave.

[Timeline sorting]

Hi @HHH

I've investigated this further and to fix this we require a fix to both the activity stream component and to the service manager app.  The component change has been made and I am just waiting for this to be released to me so that I can confirm that the fixes to the application have worked.  I'll raise a problem record for this internally to track this and we'll get the fix in as soon as possible.

Kind Regards,

Dave.

[Catalog Name not populated in the request table when logged by System Autoresponder]

Just to follow up on @Victor's previous post,  this was identified previously and was fixed in build 1408 of Service Manager, from that build onwards the catalog name should be populated when raising requests via the routing rules.

Regards

Dave.

[Difference between h_fixtime and h_fixsecs]

Hi @Keith

h_fixtime is the value you most likely want, this is the time taken to fix in seconds.  h_fixsecs is the fix target duration represented in seconds.

Hope that helps,

Regards,

Dave

[Incorrect 'Select Sub-status' options]

Hi @Ann-MarieJones

Following on from the above post by @Victor you may be seeing them if they have been configured by your colleagues to be globally shared statuses rather than just being restricted to one request type or service.  If you need any details on the configuration either globally or by service the details can be found in these links.

https://wiki.hornbill.com/index.php/Global_Request_Sub-statuses

https://wiki.hornbill.com/index.php/Request_Sub-statuses

Regards,

Dave.

[Service Manger not working]

Hi @Jeremy

Sorry for the inconvenience, seems it was back before I was able to post a response.  I've just asked to see if there was any specific issue we can feed back.

Kind Regards,

Dave

[Filtering on site when managin catalogue visibility]

Hi @Cizzling 

I've been through the code and I've managed to track down the issue.  I've raised a problem for it and we'll get this corrected as soon as possible.  Unfortunately it won't make it into the imminent update of Service Manager but it will be in for the next full update after that which will follow roughly 2-3 weeks after.

Regards,

Dave

[Amending Wording on Default Capture Forms]

Hi @Lauren

Sorry I've been trying to confirm where that would be configured and then I realised this is probably your service or customer portal.  For each of those there are an additional set of translation strings I'd forgotten about.  So again in the service manager translations view in the admin tool if you search for:

Service Portal:  guest.com.hornbill.servicemanager.portals.servicePortal.pcapture.site

or

Customer Portal:  guest.com.hornbill.servicemanager.portals.portal.pcapture.site

Then hopefully it will be one of these that currently contains that text.

Let me know how you get on,

Regards,

Dave

[Amending Wording on Default Capture Forms]

@Lauren

These translations are under Service Manager, so you need to navigate to Home -> Service Manager -> Translations and then you should see them there when you search.

Regards,

Dave.

[Filtering on site when managin catalogue visibility]

Thanks @Cizzling I'll have another look to see what visibility controls there are around the 'Site' item and get back to you.

Regards,

Dave

[Amending Wording on Default Capture Forms]

Hi @Lauren

The progressive capture translation strings normally all begin as user.view.pcapture and for the site forms you should be able to type in user.view.pcapture.site into the translation strings search in the admin portal which should list all of the translatable text used in those forms as per the screenshot.

If you can't find what you need there then let me know any specific text and I can have a further look.

Kind Regards,

Dave

[Filtering on site when managin catalogue visibility]

Hi @Cizzling

Thanks for the post.  We noticed your first issue with the "Site" selection filtering not working in the full subscribers list during our last testing cycle and therefore we have a fix already in place which will be available in our next update of service manager (build > 1401). This build is already in beta testing internally so will be available very soon.

As for the second issue of the 'Site' option not being available when managing the subscribers in the service, I do not see this myself on my instance and it should be a hardcoded item that is always available.  Perhaps you could post up a screenshot of the list of options you are seeing so I can review further?

Kind Regards,

Dave.

[Fix Time of Requests]

Hi @Lauren

In Hornbill we do store that value if you are using the Service Level Targets but it is now recorded against the target (Response/Resolution) etc rather than in the request record itself.

Depending on how you want to use it, the value is stored in the RequestSLMTargets entity (h_itsm_request_slm_targets table) in a field named h_target_completed_duration .  So for the fix time you would need to look at the record in that entity where h_id = <RequestId>-Resolution e.g. h_id='IN00001234-Resolution'

Hope that helps, would be good to understand how you want to use it e.g. on the screen/reporting etc in case there is a better way to provide this information going forward.

Kind Regards,

Dave.

[Service Manager update function]

Hi @Izu

The "Admin Role" is required to manage/update applications etc from within the admin tool, so only those users that act as administrators of the instance should have the "Admin Role" allocated and only they will be able as appropriate to update applications etc.

Hope that helps,

Kind Regards,

Dave.

[Turned off service descriptions still visible]

Hi @HHH

Of course no problem, I've already mentioned this post to our product managers and asked one of them to review.

Cheers,

Dave

[Turned off service descriptions still visible]

Hi @HHH

All of the "guest.servicemanager.portal.home.*" settings were added to control the layout on the home page of the portal e.g. icon sizes and which information should be shown in order that customers can tailor the view based on the number of services that are normally presented to their visitors.  There are currently no specific settings around the description visibility on the service details page.

Kind Regards,

Dave

[Updates to requests]

Hi @Jeremy

Thanks for the post.  We've just tried this out and it appears that it is the double quotes in the task name around "AppsAnywhere" which are causing the link formatting to break on the timeline post.  We'll raise a problem to address this issue, however in the meantime you could alter the double quotes to single quotes in the task name which should correct the timeline formatting.

Kind Regards,

Dave.

[Sub Status Removed]

Hi @BobbyB

Thanks for the post.  No, with sub-statuses you are not able to unset the status, only select an alternative sub-status.

Kind Regards,

Dave.

[Email Connections Drop Down - Missing Interested/Impacted]

@Martyn Houghton

Yes I totally agree it should be alphabetical, will raise a problem to have that addressed.

Cheers,

Dave.

[API Call - com.hornbill.servicemanager/RequestHistoricUpdates::read - queryName]

Hi @Joshua T M

Unfortunately the flowcode we were discussing was related to historic imported updates which are a separate entity, not the request timeline updates as you highlighted in the last post.  

For the timeline we store an activity id against each request and then use that id with the activity -> activityStreamQuery api to return content.

Just to step back a bit, if you can give me an idea of what you are trying to achieve we can see if there is a simpler way to do it?

Regards,

Dave.

[Temporary date-bound SLAs]

Hi @IntegraGreg

The scenario you outline would work if "Date Logged" was an available option, but currently we do not have that available for SLA rules.  We already have a change request raised for adding further fields to enhance the flexibility of the rules based on the post below, so I will include your suggestion within the requirements for this change and add you as an interested contact so that you are notified when this is progressed.

Kind Regards,

Dave.

 

[API Call - com.hornbill.servicemanager/RequestHistoricUpdates::read - queryName]

@Joshua T M

Yeah sorry about that, I've just updated the flowcode to include the relevant options going forward:

* resultType - 'count' or 'allData' 

* returnPrivate - 'true' or 'false'

* updateOrder - 'ASC' or 'DESC'

If there are any others that are unclear just let me know

Cheers,

Dave

[API Call - com.hornbill.servicemanager/RequestHistoricUpdates::read - queryName]

Hi @Joshua T M

Apologies, I missed the notifications

Not entirely sure why, but this is essentially a boolean implemented as string, so you need to pass "true" or "false".

Will again update that description accordingly.

Kind Regards,

Dave

[Service Manager email notifications has incorrect link]

Hi @Ann-MarieJones

The content of the notification emails are all stored in templates which you can edit as you require.

If you take a look at the section titled "Email Notification Templates" on this page https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings you will see a list of the template names for the various types of notifications.

From within the admin portal, if you navigate to Home > System > Email > Tempates you will see the templates listed and you can update the link and any content as needed.

Hope that helps,

Kind Regards,

Dave.