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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Daniel Dekel Ok I think I got it. I give it a try. My problem is that I manage the all in terms of system setup. Cheers Martyn
  2. Martyn Houghton
    @James Ainsworth This is something we are also interested in. As an alternative/interim, would it be possible for Hornbill customers to 'purchase' the creation of custom icons which are added to Hornbill's Font Awesome Pro library? Though these would be available for all platform customers, it would provide a mechanism to allow their use, without changes to the application? https://fontawesome.com/icons?d=gallery Cheers Martyn
  3. Martyn Houghton
    @Daniel Dekel Ok, I think I can see how to do this. I would setup different categories for each servicedesk, but how do I set up the two different defaults, as I can only link one sub category to each action. Cheers Martyn
  4. Martyn Houghton
    @Daniel Dekel I have created different categories for the different service desks. I can assign them to the teams, but I not sure I understand how I assign a different default to the different teams? I think I might be getting confused. Cheers Martyn
  5. Martyn Houghton
    @Daniel Dekel Not quite, I have three different Service Desk, which will be operating on different services. I can create and assign different categories to them via the teams, but how do I set the different default categories for the different teams? Cheers Martyn
  6. Martyn Houghton
    @Daniel Dekel Revisiting our timesheet categories following my post from a beginning of last year, I now have a number of different Service Desks and need to set different Default Catagories for each desk. How do I share different sets of default catagories? Cheers Martyn
  7. Martyn Houghton
    @m.vandun Are you trying to set default categories on a user by user basis, or looking to deploy default categories to a set of users. The post below was from a while back we were trying to deploy a set of default categories for the team. Cheers Martyn
  8. Martyn Houghton
    @Rohit Govind We are running SM build 1190 and our timers appear to be working okay, though we are using the new Service Level Management ones rather than the original Priority based Service Levels. Hope you get to the bottom of the issue. Cheers Martyn
  9. Martyn Houghton
    @James Ainsworth Our issue is that we have a number of sub statuses which apply to a specific service desk, which has around 10 services. If I set them up with the same name at the service level, they are in affect 10 different ones. Therefore to use a generic BPM I have to branch based on the service id before then selecting the appropriate sub status. As you can image we set sub statuses a number of time in the BPM, so this is the bit that is not sustainable. By having the ability to link/subscribe global sub statuses to services, a bit like services themselves, i.e. they are available/supported by all unless you specify who they are linked too. i.e. in essence the opposite to exclude global. The second element still stands that there are some sub statuses would not want to be set manually by everyone etc. Cheers Martyn
  10. Martyn Houghton
    @Gerry Indeed, if you can check with the team on the matching algorithm. Cheers Martyn
  11. Martyn Houghton
    @Gerry The main issue I see with this is by having the h_email1 as the shared/non unique email address, email sent into the shared mailbox from the individual's personal email address, would no longer match, so you would not be as easy to log a new request from email without having to search manually for the individual contact. Unless you are are saying the email matching in the shared mailbox also takes into account their alternate email address h_emial2? Cheers Martyn
  12. Martyn Houghton
    @Gerry Customer login with the Legacy ID held in h_logon_id column at the moment, but we would like to move people to using their personal email address, but this is where we fall foul of the issue where sites what to use a generic email address for a number of individual accounts for notification/emails. Also as we cannot uses Sites for contact/organisations, we have to have separate contact records for the same person with the same email address but a different logon_id for the each site they support in their shared services setup. Cheers Martyn
  13. Martyn Houghton
    @Dan Munns That's great. I give it a try, Cheers Martyn
  14. Martyn Houghton
    @Gerry Historic basically, we migrated are large number of login id from our previous system into Support Works and then on to Hornbill, which are not email address based. We currently have 10,876 contacts with a defined value in h_logon_id and of those 10,801 do not contain a '@' symbol in the value. Cheers Martyn
  15. Martyn Houghton
    @Gerry Not quite, we would want is h_email1 and the Login ID to be the same personal identifiable email address and the h_email2 (Alternate Email Address) field to be used when email is sent via connections or BPM notification nodes. In essence you have a radio button on the contacts profile for them/us to set which of the two email addresses they want emails to be sent to. This way email matching in the mailbox to contact will still continue to work when the customer send an email, from there personal email address, but the customer common email address is the one emails are sent too. Using the common email address in h_emial1 will mean you cannot match incoming emails to individuals. Appreciate this is a more involved change due to the different touch points, but in essence would mean you can use both approaches depending on the business requirements. Cheers Martyn
  16. Martyn Houghton
    @Gary@ADL As you have discovered, at the moment I do not think this is possible, but it is indeed something we could see a need for as well for our services. Cheers Martyn
  17. Martyn Houghton
    @Gerry I was referring more to your the other comment (below), where the user primary email address would be unique, but the contact one is not. "From what you are saying I think the best option would be to allow a contact to have a notify email address which would allow duplicates, that is distinct from their primary email address which would not allow duplicates. Does that make sense?" Ideally we would want the contact primary email address and the login ID to be the same and unique, but the option for the alternate email field which is already present to be enabled as the email address used in notifications etc, where enabled on a contact by contact basis. Cheers Martyn
  18. Martyn Houghton
    @Gerry @Daniel Dekel The patch and setting to disable the check, provides a work around, but there is still the issue that if you want a contact to have an individual primary email address, but use a common (alternate) email address for email notification purposes. Are they any plans to provide this sort of functionality? As this way the contacts could still use their individual primary email addresses as their login id, but emails are sent to the common one. Cheers Martyn
  19. Martyn Houghton
    @Victor Indeed not sure why this has been triggered now. Hopefully this will help if it anyone else comes up against. Cheers Martyn
  20. Martyn Houghton
    @James Ainsworth With us taking on multiple service desk into our single instance the ability to control visibility or or ability to set sub status values is becoming quite important. We need to be able to set Global Sub Statuses, as each service desk has many services, which can only be used/set by certain teams. Setting up Service Level Sub Statuses is not sustainable, given that we use a generic BPM process so would have to branch the workflow based on the service to select the correct service level sub status. Cheers Martyn
  21. Martyn Houghton
    If you have customised roles copied from the Incident Management one you may well receive an error when attempting to change the status of the reqeust following the application of SM build 1189. This introduces a new table which you role will not have, as only the defaults roles will have been updated by the build. You will need to update your custom incident management roles to have all rights on h_itsm_request_status_history, except delete. Not sure which change this relates to in the build release notes or if there are other databse objects added at this time. Cheers Martyn
  22. Martyn Houghton
    @nasimg I enabled it, whilst having the admin bypass URL and password to hand just incase. We have been running with it on since beginning of March without issue. Cheers Martyn
  23. Martyn Houghton
    @James Ainsworth I think it would be good to be able to specify a default without having to do a dummy rule, as this will be more sustainable, as there is always the chance the false rule you add does not apply in the future. Cheers Martyn
  24. Martyn Houghton
    @chrisnutt The setting I was thinking about was servicemanager.progressiveCapture.servicedetails.catalogRequired. Cheers Martyn
  25. Martyn Houghton
    @chrisnutt We have a branch node in the Progressive capture to ensure in our case a Service Catalog entry is populated, if not it returns to the Service form and will not let them progress. I do believe there is also as setting which can be done system wide to enforce Service selection as well. We do it in the Progressive Capture element in order to allow us to enforce this or not based on the the services we are supporting. Cheers Martyn
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