[Notifications on sub-status change not working]

Hi @Paul Trenter

Thanks for the post.  This issue is discussed here..

We have raised a problem for this to be addressed.

Kind Regards,

Dave. 

[Notifications on sub-status change not working]

Hi @dwalby

Thanks for the post.

I've just had a look into this and it appears that this is actually a missing element of functionality, notifications are sent correctly when updating via email or when manual updates are made, however it doesn't appear that this has ever been triggered by a request coming off-hold automatically.

I'll raise this internally so that this can be addressed.

Kind Regards,

Dave

[Service Subscriber List not paginating and errors when using controls]

Hi @Martyn Houghton

Thanks for the report.  I have replicated locally and will get a problem raised to deal with it.

Regards,

Dave

[Emails from External Addresses not Updating Request Timelines]

Hi @SJEaton

My initial thought would be to check the service manager setting as shown in this screenshot as this could be the reason if the external recipient is not known on your Hornbill instance.

Regards,

Dave

[Assign Action - Team members not updating when Assign to Service Team used]

Hi @Claire Holtham

Sorry no I hadn't seen your previous post.  @Victor has beat me to the answer on this occasion

Regards,

Dave

[Assign Action - Team members not updating when Assign to Service Team used]

Hi @Martyn Houghton

Sorry missed this when it was posted.  I've just tried it out and I can replicate the same thing based on that BPM scenario.  I'll get a problem raised for it so that it can be addressed.

Regards,

Dave.

[Unable to add assets to request]

Hi @m.vandun

Just from looking at the screenshot, it looks like the request is being found (hence the link button) but the data required to show the request and to enable the link action to work is missing from the search index.  I would suggest a re-index of the hornbillitsm index as detailed here https://wiki.hornbill.com/index.php/Index_Storage might be required as a first step to see if that corrects the issue.  I've tried it out on my instance and I couldn't replicate this so far.

Regards,

Dave.

[On hold request search not working]

Hi @chrisnutt

Can't say for sure, but my initial thought would be that its an issue with the search index itself... have you re-indexed it recently?  If not then it might be worth trying that for the hornbillitsm indexes as detailed here https://wiki.hornbill.com/index.php/Index_Storage

Further changes have been made around global searching in the most recent update of service manager, so it may be worth updating the latest build and then perform a re-index.

Regards,

Dave.

[Specific user cannot login]

@Kyle Mann

Glad its sorted

Regards,

Dave.

[Global Sub-statuses]

Hi @Jeremy

You will need the "Service Desk Admin" role to be able to see the configuration options for Service Manager.

Regards,

Dave.

[Initial ticket number]

Hi @davidrb84

Yes itsmRequestsAutoId  is the value you will need to alter.  From that location in the admin tool you can reset it or set it to your preferred number.

Regards,

Dave.

[New Service Level Agreement response date issue]

Hi @Rohit Govind

@Martyn Houghton has expertly covered the current situation and I hope that has helped. 

I just wanted to follow up that as suggested, we are currently working on a change to provide a change of Service Level when rule criteria changes so keep an eye out for this in future updates.

Kind Regards,

Dave.

[Reporting Requests based on Tasks/Activities]

Hi @Keith

I've had a look and created a different query which should be more efficient and provide the data its seems you were looking for. 

SELECT req.h_summary, req.h_requesttype, task.h_title, task.h_outcome
FROM h_itsm_requests req 
JOIN
(SELECT SUBSTR(t.h_obj_ref_urn FROM 53) AS h_request_id, t.h_title, t.h_outcome 
 FROM h_sys_tasks t
 WHERE t.h_obj_ref_urn LIKE 'urn:sys:entity:com.hornbill.servicemanager:Requests:%'
 AND t.h_title LIKE 'Investigate%'
 AND t.h_outcome='Completed') task
ON req.h_pk_reference = task.h_request_id
LIMIT 10000

Perhaps you can adjust the title and outcome as you need, give this a go and gradually up the limit and see how that goes.

Kind Regards,

Dave.

 

['Not Answered' showing in Question Log]

Hi @lokent

In the admin portal, if you go to Hornbill Service Manager -> Application Settings and then filter on "answer" you should see the following three settings which when turned on will hide the unanswered questions:

app.request.questions.hideUnansweredQuestions

guest.servicemanager.customer.request.questions.hideUnansweredQuestions

guest.servicemanager.portal.request.questions.hideUnansweredQuestions

Hope that helps,

Kind Regards,

Dave

[Quick Requests Beta]

Hi @Dan Munns

After investigation it appears that the setting is not being enforced in the form view.  We'll get a defect raised for it and look to get this setting to be respected in a future update.

Kind Regards,

Dave

[Quick Requests Beta]

Hi @Dan Munns

Apologies, while I couldn't replicate, my colleague has said that he has now been able to replicate the issue so he will investigate further.

Regards,

Dave.

[Quick Requests Beta]

Hi @Dan Munns

Just checked and that is the correct setting, so when switched to off it should hide the templates.  It could just be a caching issue so possibly just try logging out and back in to pick up the updated setting.

Kind Regards,

Dave.

[Response and Resolution SLA not being applied since the latest update]

Hi @Rohit Govind

An update of Service Manager has just been made available and this contains the fix for this issue should you want to update and check it out, to confirm it has worked you will need to switch the enableSLM setting back to "On"

Kind Regards,

Dave

[SLT issues logged by email]

Hi @J_Tamburrini

An update of Service Manager has just been made available and this contains the fix for this issue should you want to update and check it out.

Kind Regards,

Dave

[Emails with attachments]

Hi @Drew Davies

I think this post probably provides the best response to your question. 

I will ask our Product Managers to review this again in response to your post.

Kind Regards,

Dave.

[SLT issues logged by email]

Morning @J_Tamburrini

The actual process of applying the service level is the same via email or manually via the client, however its the context that caused the problem in this case as its a system account that does the work when logging via email, rather than the analyst account when logging manually.  The fix is now in beta testing and we are working on releasing an update as soon as possible.

Kind Regards,

Dave.

[SLT issues logged by email]

Hi @J_Tamburrini

Thanks for the post, following further review we have identified an issue with the setting of service levels via autoresponder and a fix will be in the next update of service manager.

Kind Regards

Dave

 

[Response and Resolution SLA not being applied since the latest update]

Hi @Rohit Govind

Apologies for the inconvenience, I've reviewed the logs and identified an issue with a recent fix to service levels which has had an unexpected knock on affect in this case.  I will have this fixed in the next build which will be pushed out as soon as possible, but as a workaround, in the meantime, you may wish to change the following service manager setting in the admin tool to "off" which will force the system to use the priority based timers.

guest.app.view.ITSM.serviceDesk.enableSLM

Kind Regards,

Dave

[Response and Resolution SLA not being applied since the latest update]

Thanks @Rohit Govind

Yes that would indicate you are on the original priority based timers, I'm just reviewing your log files and I'll update you shortly.

Regards,

Dave.

[Response and Resolution SLA not being applied since the latest update]

@Rohit Govind

If you open the Service Manager -> Service link from the home menu, you should see the tab for configuring your service levels... is the tab you use for configuration named "Service Levels" or "Service Level Agreements" ?

Regards,

Dave.