[Minor text display issue in the SLA screen]

Hi @Adrian Simpkins

I've made some small adjustments to try to prevent this overlapping... this will be in the next SM update.

Kind Regards,

Dave.

[SLA - Add Target button is missing]

Hi @Mark (ESC)

I've rolled out a fix so you should now be able to add/edit the targets.  Let me know how you get on.

Kind Regards,

Dave

[SLA - Add Target button is missing]

@Mark (ESC)

As we've just had an update go out today it will probably be a while... so instead I'll look to prepare a hotfix which I'll apply tomorrow morning.  Will update you here when the fix has been applied so that you can verify the issue has been corrected.

Kind regards,

Dave

[Issues when selecting an organisation as part of the user set up.]

@Richard Edwards

Thanks for posting.. I can see a similar thing here on my instance so have passed this onto the relevant team to investigate.

Kind regards,

Dave

[SLA - Add Target button is missing]

Hi @Mark (ESC)

The issue has been identified and we now have a fix that we will look to push out in the next SM update.

Kind Regards,

Dave.

[SLA - Add Target button is missing]

Hi @Mark (ESC)

Thanks for posting... there does appear to be an issue here with the button not showing.  Will investigate further and post back when I have more information.

Kind regards,

Dave

["RaisedBy" Column]

Hi @Claire B

Thanks for the post.  The column you would be looking for is in the requests table h_itsm_requests the column name is h_createdby which is documented within this reference 

https://wiki.hornbill.com/index.php?title=Table_Info:_Main_Request_Table

Hope that helps.

Kind regards,

Dave

[How to exclude a catalogue items from a SLA]

Hi @Dave Longley

If I understand correctly and you just want to not set the SLA for a single catalog item then you should be able to add an extra rule in the above screenshot to exclude it e.g. 

 

Kind regards,

Dave. 

[Can't link corporate SLA]

Hi @billster

Thanks for the post.  I've investigated and have found the cause of the issue.  We've put a fix in place and this will be part of the next Service Manager update.

Kind Regards,

Dave

[Download option on the customer portal]

Hi @JakeCarter

From the employee portal the export is fixed to export just the primary set of data being shown in the view, analysts can export a much wider variety of content from the requests view if desired.  If there is a particular use case for extending the export content then please post back and it may be considered as a future change.

Kind Regards,

Dave.

[Removing "Not Answered" question]

Hi @Gavin James - SDDC

In the Application Settings for Service Manager... if you search for app.request.questions.hideUnansweredQuestions and turn that setting on it should give you what you're looking for.

Kind Regards,

Dave

[Unable to amend existing sub statuses?]

Hi @Adrian Simpkins

Just had a look.. I think the issue (based on your screenshot) is that you do not have a value in the "Alternative Customer Label"  field which has been made a required field in the updated admin view.  If you copy the contents of the name field into that field you should be able to save as needed.

Let me know if that helps.

Kind regards,

Dave

[Customer Feedback - Enable Star Rating - Not showing correctly]

Hi @Mark (ESC)

Thanks for posting... this has been previously reported and we have a fix coming in the next update of Service Manager.

Kind Regards,

Dave.

[Star feedback not selectable?]

Hi.. thanks for posting up.. this had previously been reported so we already have a fix ready to go and it will be in the next Service Manager update.

Kind regards,

Dave.

[Edit Existing Request Sub-status - Translations do not save.]

Hi @Martyn Houghton

Sorry I wonder if this is yet more UI confusion :/  Once you've clicked the Add button... if you click the "View Translations" button under the label.. it should return you back to the list of translations (either that or reopen the popup form)

I've come across several of these usability type issues myself in this form.. if you can confirm if it is functionally working then we can look to improve the UI usability as soon as time allows.

Kind regards,

Dave.

[FAQ Portal Search no longer functions after update]

Ah great stuff.  Yeah we'll get a fix for that put into the next update and then you'll be able to reinstate the setting.

Cheers,

Dave.

[FAQ Portal Search no longer functions after update]

Hi @Joshua T M

After some debugging locally it looks like the error is within our currently experimental FAQ index searching functionality.  As an immediate workaround you could look to turn off the following experimental setting which should get the search working again. If you could try that out and let me know if that gets you back up and running for now that would be appreciated.  In the meantime I'll look to fully replicate the issue within our experimental code and seek to get a fix out for that in the next update.

Cheers,

Dave. 

[FAQ Portal Search no longer functions after update]

Hi @Joshua T M

Thanks for that, will have another go at replicating.  I have an idea of why we may been seeing the error but really needed to try to replicate locally to make sure its fixed.  As soon as I can replicate and confirm the fix we'll look to get it applied for you.

Cheers,

Dave

[FAQ Portal Search no longer functions after update]

Hi @Joshua T M

Thanks for posting, could you just confirm which portal you are seeing this error in and where exactly (when raising a request or on a search input etc) as I'm currently having trouble replicating the issue.

Kind Regards,

Dave

[Edit Existing Request Sub-status - Translations do not save.]

@Martyn Houghton

Can I just check.. once you have populated the name/alt label are you clicking on the "Add Translation" button or just clicking on the save button?  Using the "Add Translation" button is working for me and adds the translation record... but the UI is possibly causing confusion as it seems you can click the save button at the bottom of the form.. this saves the status but does not add the selected translation.

Cheers,

Dave

 

[Edit Existing Request Sub-status not retaining/showing Request Type value of All]

Hi @Martyn Houghton

As per my comment on your other post...this and a number of other issues around statuses have been fixed and will be in this weeks Service Manager update.  If there are any remaining issues after the next update then let me know.

Kind Regards,

Dave

 

[Edit Existing Request Sub-status - Translations do not save.]

Hi @Martyn Houghton

This and a number of other issues around statuses have been fixed and will be in this weeks Service Manager update.  If there are any remaining issues after the next update then let me know.

Kind Regards,

Dave

[Request Sub-Status - Unable to set date/time]

Hi @Osman

Thanks for posting.  You are quite right about the underlying db field... unfortunately there is currently an issue whereby the toggle for controlling this via the form is not being displayed.  We already have a fix going through our QA process now and it will be corrected in the next update of Service Manager which is scheduled to be next week.

Kind Regards,

Dave.

[FAQ - h_reference exposed on Service Portal]

Thanks for the valuable feedback @Joshua T M I'll feed it back to those working in this area.

 

[FAQ - h_reference exposed on Service Portal]

Hi @Joshua T M

Thanks for posting.  This reference has appeared earlier than intended as a result of some ongoing development work where it should have been hidden behind a flag.  We'll hide it in the next Service Manager update.

Given that this reference could make its way back in the future,  it would be good to understand from your perspective why you would want to hide these references or what problem making the reference visible poses.. we can then feed that back when developing changes in this area.

Kind regards,

Dave.