Martyn Houghton

In lines with my previous post of being able to add customer descriptions to the standard Request Details node in progressive capture, it would also be useful to be able to apply validation using same Regex options as you can do on custom forms. From our point of view we are wanting to restrict certain characters and also the length of the summary field, as we use this value in operations latter which include appending other references/values. Cheers Martyn

@James Ainsworth Thanks. I give that a go. Cheers Martyn

@lokent As a workaround you might want to consider using a custom Sub Status of New. We use this method in our workflow, setting the Status to Open and the Sub Status to New when it passed between teams. We use the Sub Status rather than setting back to the Status 'New', so all the requests still appear on the active list in the request list. Will not tell you when it was transferred but help to highlight or filter by it on the Request List. Cheers Martyn

Would it be possible to have the addition of a Link Request Node in Progressive capture, which would allow the end user or analyst to link existing requests to the new request being logged. For us, we are looking at implementing a project release process where the project manager submits a new request at the point of 'sign off' of a project to be accepted into the Service Desk for support. Our Project and Consultancy teams are also using Hornbill to record there project issues and sometime a customer will sign off a project with some caveats of existing project issues to be fixed. We would like to capture these and add them as linked requests as part of the project manager logging the release request via Progressive Capture. I can also see that having this ability in the Progressive Capture would also be useful for other processes and organisations. Cheers Martyn

+1 for use as well.

@Logan Graham If the HR team are access it via the Service Portal rather than the Live User App, the only supported method would be if they are set up as a manager of John Smith so they can then see 'All My Staff's Request'. It may be better depending on your process for the HR to have a full user license and be set as a supporting team, or as @Victor mentions by adding them as a Member if it is more adhoc either manually or as part of your BPM. Note Member are individuals not organisation groups/teams, where as having HR as a support team it would relate to all members of the team. Cheers Martyn

I located the setting for control attachment restrictions on the file types, but cannot find/remember the setting to control the file size limit for attachments. Can someone point me in the right direction. Cheers Martyn

@Victor Just to confirm that as long as we are using the standard 'Hornbill Authorised Guest' and 'Service Manager Authorised Guest' roles only assign to the Portal Accounts, the SM build will update these standard roles and there will not be any further configuration necessary? Cheers Martyn

@Cizzling Some of your feedback echos our experience as well, as we too are a predominantly external facing support service, with about just under a half of the organisation volume you have. Though there has been some improvements abut viewing service subscriptions, the subscription process itself is still only able to be set from the Service end. Hopefully as more of us utilise the tool for external support we can increase the focus on the organisation/contact and customer portal elements of the platform. Cheers Martyn

@James Ainsworth Just wondering if this has made any further progress in the development backlog? Cheers Martyn

@Jeremy The new experimental Knowledge Centre options allows for the display of Servie's FAQ's in the progressive capture process. https://wiki.hornbill.com/index.php/Knowledge_Centre I think @Steven Boardman has mentioned in other posts on this subject about development work to have the ability to link/accept an FAQ, but I do not believe that this is available yet. Cheers Martyn

@NeilWJ Thanks for following it up. Cheers Martyn

@Jeremy That's strange that it only seems to affect Service Manager emails, as the email templates and transport are centralised. @Victor, are you able to shine any light on this form the Hornbill end? Cheers Martyn

@Jeremy I am presuming this is for email sent via the email action, but do you also send any emails the Service Manage BPM as well and are they affected? Cheers Martyn

@hollyp You logged this under Configuraiton Manager, but I am presuming you are referring to SLAs for requests in Service Manager? If you are, the following might answer provide some answers to how it currently works, but in short the rules which can include priority are only used to identify the SLA when the timer is started. Rules are not used/applied after this point. You would adjust the Service Level not the Priority. Cheers Martyn

@Jeremy I can see what you mean in terms of the mail format/standard and if the content markers are there but no content, a mail reader would indeed have a problem. I notice you logged it under Service Manager, so is it just emails sent from Service Manager, or from any application and directly from the shared mailbox? Cheers Martyn

@trevorharris Thanks for the update. I will look to apply and then re-grant the role to the users. Cheers Martyn

@dwalby What are you using to provide the SAML single sign on authorisation for your instance? If it is your own Active Directory/Domain, might be worth just double checking the time synchronisation on the them just to check there is nothing causing the time difference at that end. I think at one point we where as high as 300 seconds until there was some work done on our ADFS/Active directory servers. Cheers Martyn

@SJEaton I suspect this is not currently supported, but is something we would like as well, similar to our earlier post in being able to copy Connections and Attachments to new linked request as well. Cheers Martyn

@dwalby We had this a few times and we increased security.saml.timeSkewCompensation to allow for time difference between the environments even though they are all supposed to be sync by network time protocol and still have the validate time option on. Hope that helps. Cheers Martyn

@NeilWJ Just wondering if there was any update on this issue? Cheers Martyn

This is also an issue for us, as different users will be update other users incidents. Included link to earlier post with the the same requirement to have additional snippet variables including the context of the current user. Cheers Martyn

@davidrb84 The post below relates to the original request to have the ability for subscriptions to cascade/inherit to sub groups, that James mentioned. Cheers Martyn

@James Ainsworth Thanks for the update and that there is a change in the backlog for this. Cheers Martyn

@dwalby The post below may help with explaining the current permission options. Cheers Martyn