Martyn Houghton

Following an Service Manager build 1147 applied last night, when completing an activity the workflow will initially fail. It will then work once restarted, with recycle button to the right of the head ups display. Cheers Martyn

@chriscorcoran We too have a ever increasing list of priorities which we would want to link to the service/service level agreement they relate too, so only the 'appropriate' ones are listed/select-able. Cheers Martyn

@Steven Boardman Thanks, for confirming, so it you follow a request (Follow option in timeline) you will get a notification, but if you are just a member you would not? Cheers Martyn

@Victor, @Paul Alexander Thanks. I think I will enable when I have the SSO Admin Tool bypass to hand in case we have an issue after advising. Cheers Martyn

Hopefully a simple question. If you are a 'Member' on a request, will you get a automatic Hornbill Notification when the request is updated, like the owner? Cheers Martyn

When you print a request details in Service Manager with the timeline details included, the contents of a comment made on a timeline post are not included, only the name of the person who created the comment. Can this be included please. Cheers Martyn

@Prathmesh Patel You can achieve this using the iBridge integration currently using 3rd integration with Twilio or Nexmo https://wiki.hornbill.com/index.php/Hornbill_iBridge We looking to start using Twilio for our out of hours process, using the BPM to send the message if it is a high priority. Cheers Martyn

@chriscorcoran The rules are only applied when the BPM node is used to start the SLA Timers. After that point there is not active link at this time. You have to alter the Service Level on the request by click in on blue Service Level in the right-hand panel or use a BPM node to do it. In essence the 'Escalate' action and Priority fields become historic. Cheers Martyn

@DeadMeatGF Glad you got it fixed. Welcome to word of the Customer Portal. You find the next challenge you have will be customers asking to see all their organisation requests, which you can enable via the organisations screen, by opening up Requests section and clicking the Portal Access link. Cheers Martyn

@AbdiH, @DeadMeatGF Steve whilst looking at your other post about missing services on the customer portal, I actually noticed in the Manage Portal Accounts, there is a reference to Single Sign On Profile. Though at the moment it does not appear to be supported/implemented. In terms of management of new and leaving external users, this is a manual process at the moment which take a significant amount of time for our 1st Tier team, which is why we are also looking at ways we can automate at least some of it. At the moment we are having to base a lot of it on the email domain name, but we have a number of organisation which share resources (local government/public sector) so this then becomes an issue with having to duplicate accounts. Cheers Martyn

@DeadMeatGF When you click on the Profile in the Customer Portal, does it reflect the correct user you logged in in the private/incognito window? I got a vague recollection of an issue we had when we first setup our customer portal and it was down to a permission that was missing. On your portal account settings for the customer portal what roles does it have? I know we had to temporarily add a copy of Service Manager Authorised Guest before, but that was fixed in subsequent release of SM. Does you customer portal account have 'Service Manager Authorised Guest' as a role? Cheers Martyn

@DeadMeatGF Virtually all of our customers we support via Service Manager are external organisations (around 1,100 of them at last count). There is no Single Sign On provision at all on the Customer Portal at this time as you have to use the Hornbill Authentication model and to quote a film 'There can only be one' Customer Portal. With GDPR looming, we are looking at seeing if we can use a service request process to create a new contact and undertake the double opt in process, removing it if they choose not to opt in. Cheers Martyn

@DeadMeatGF On the Catalog Item 'I Need New Equipment' what is the visibility set to? Cheers Martyn

+1 for us as well, with the ability to add attachments to the resolution email templates. Cheers Martyn

@Steven Boardman As always I would like a slight variant in that this also works for the Customer Portal and the connections are within the same organisation, as we would not always want to provide full access to the organisations/teams request, but there is a a time when selective access dictated by the connections would be required. I am envisaging this would be another drop down on the portal request list - My Requests, My Connected Requests, My Organisation Requests. Cheers Martyn

@David_Wilson We use the first method Steve has mention in our the progressive capture, so that we can reflect some the answers in the acknowledgment email the BPM process sends as soon as the request is logged. Cheers Martyn

@trevorharris Thanks for the update. It would be useful to have the option to unshare as well. Cheers Martyn

@James Ainsworth Is there any update on the ability to control visibility of the Human Task on the timeline, both from the completion of the task and also by value in the BPM? Cheers Martyn

It would be useful in BPM node prompts for email template names, to be able to use the 'Picker' to select the email template name from a list with both the code and name displayed, rather than having to enter the code manually. Cheers Martyn

Would it be possible to add to the Document Manager iBridge integration the ability to add and remove permissions (share) to a document/library, so that this could be done through the BPM? Cheers Martyn

@James Ainsworth It seems to be intermittent, but happens more often if you are working on multiple tabs and switching between numerous calls , so it could be something to do with the page session timing out. I am using Chrome. Cheers Martyn

@TrevorKillick We have a hierarchical AD structure with different teams/departments stored in OU's under the Users OU. Therefore want I am trying to achieve is traversing the User OU and having the sub OU that the user's account is within present as a field for matching within OrgLookup. Cheers Martyn

Would it be possible to have the ability to use an AD's user parent Organisational Unit (OU) name in the OrgLookup section of the LDAP importer? Cheers Martyn

@ShalilK Not sure you can change the colour, but you can change the text via translations as per Ryan post at the bottom of the topic below. Cheers Martyn

This would be of use for us as well +1 Cheers Martyn