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Martyn Houghton

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Martyn Houghton last won the day on February 5

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About Martyn Houghton

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  1. @AndyGilly At the moment you can alter the display name of the organisation, but as you mention you are not able to change the Organisational ID, which is the bit that actually holds the hierarchical structure. The latter would be useful for us as well. The individual organisation object identifier is enforced as being unique even without the parent prefix, but the system uses the whole Organisation ID including the hierarchy as the identifier rather than just the individual organisation object element. Because of this, making changes to the parent would change full identifier and mean all references in the database would need to be bulk updated. Perhaps another way would be to have the ability to copy organisation elements and be able to amend the parent at this stage, along with the ability mark an organisation element as historic/archived? Cheers Martyn
  2. @James Ainsworth As far as I am aware the 'New Comment' button only appears if you are in the workspace already and some make a new comment and we use the 'Most Recently Updated' option for workspaces and timelines. The issue is more where where is a high volume of comments on a single post. You will only get the Blue indicator on the parent post and the last two comments. When in fact in this example there are 2 other unread comments on the same post. Clicking on More will clear the blue indicators so you will not know how far back to go up the comments to check your seen them all. Could the default be to display the last 2 comments or in more then 2 new comments expand to show all new comments? Cheers Martyn
  3. @Ehsan I applied build 1896 manually at 06:55hrs BST this morning. Was not aware our instance was being patched. Cheers Martyn
  4. @Ehsan Have done the reload again and then logged in a fresh browser private session so no local cached information, but still shows as 1896 in the about pages. Cheers Martyn
  5. Service Manager Build 1901, appears to apply but UI and Admin Tool are not updated, showing there is still an update to apply. You are then able to apply the update multiple times, but it still does not show as applied in the application. Cheers Martyn
  6. When having a very active work spaces with multiple new post and comments, it would be useful to be able to indicate or highlight the one which are new/unread, a bit like how the request list highlights analyst unread as yellow background. Cheers Martyn
  7. @James Ainsworth @Steven Boardman Is there any plans to look at implementing options to allow auto inclusion of connections configurable at a service level? Cheers Martyn
  8. @Keith I am presuming you where thinking about having the ability to break the inheritance subscription at the organisational object level? If so then this would be a useful enhancement for us as well. Cheers Martyn
  9. @Jeremy Could you not use the original 'Customer Portal'. Though this is not a feature rich as the new Employee Portal, this would allow you to use the Hornbill authentication method and also not require a collaboration license for the external users? You could then use Catalog Subscriptions to determine who had access to the forms. Cheers Martyn
  10. @Alberto M We operate two different SSO configurations, albeit to the same underlying source but using two different 2FA methods. So when logging in you get a prompt and the end user has the option to remember their choice, which will cause the initial screen not to appear. Though their is a 'realm ' setting on the SSO and you can determine what meta data to import into the identity provider, i.e. admin, user, service and customer, the for mentioned realm only allows you to select user or guest. Therefore I not sure you could still authenticate to the service portal with Hornbill local authentication when SSO is enabled, as unlike the Admin tool there is no bypass URL option. Cheers Martyn Notes, You are not currently able to modify the Hornbill logo. If you want to remove the 'Remember' option there is a cookie you need to remove.
  11. @Shamaila Naim If you go into the Admin Tool - System > Monitor > Monitor Log Files and then check the Mail Importer and Mail Service logs. We had an issue with sending email after some planned maintenance on our instance by Hornbill, which cause the external IP address of our instance to change so our mail server would not accept the email routing requests. Hornbill just need to alter the route/external IP address back. Cheers Martyn
  12. When sending an email from the request view 'Email' action the subject line is not included in the related timeline post. Can the subject line content be included in the post as well? Cheers Martyn
  13. @Gerry Is there any up date on the provision of the ability to update existing requests using the import tool? We have two further scenarios now where we will have to log support requests to get data corrected. We have a number of requests where the SLA was incorrectly calculated as there was a period of time when the workflow did not resume correctly after the on hold period expired, due to changes introduced on the platform/Service Manager Build., support reference IN00161542. We need the ability to update the h_withinfix and h_withinresponse fields. We have a number of imported requests where we need to update the custom fields held on the primary h_itsm_requests table as they where only imported into the h_itsm_incidents table, so the values need to be duplicated so that they will appear in the 'Request List' views. Wiki has since been updated with new guidance on populating both since we logged this issue under IN00161767. Cheers Martyn
  14. @Alberto M The wiki main request table page, though not as up to date as the Entity Viewer in the Admin Tool (screenshot below) does tend to have a bit more of explanation text against it. Though the Entity Viewer tells you the maximum length of the field. @James Ainsworth @Steven Boardman Can the entity view descriptions be extended to have example data values and notes added to them as per the level of detail provided in the wiki page? Cheers Martyn
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