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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Victor Thanks for the update, but it was the 'Portal Access' screen under organisation in the Live User App I was referring too rather than the portal accounts unless the admin tool screen is being extended to include an organisation based view and the flags for can cancel/organisation view? Cheers Martyn
  2. Martyn Houghton
    @Victor Thanks for confirming. Cheers Martyn
  3. Martyn Houghton
    @David Hall So just to confirm If I set the workflow to start a new timer on the same request, I presume this would remove the current response/resolution targets times and reset the flags for within response/fix? Cheers Martyn
  4. Martyn Houghton
    @James Ainsworth Thanks for clarifying. We do wish to exclude offline users, so in our case, we will need to update the BPM to take advantage of this new option. Cheers Martyn
  5. Martyn Houghton
    At the moment there is a 'Skype' field on the co-workers profile. Would it be possible to have this field added to external contact records as well? Cheers Martyn
  6. Martyn Houghton
    @Chaz, @DeadMeatGF From our point of view, we would want this for the 'Skpe' contact field from the co workers screen, rather than the phone number, but that would need to be displayed in the connection part of the form as well. Cheers Martyn
  7. Martyn Houghton
    @Gerry, @trevorharris Thanks for the advice. It would be good to have a date field in the certificate section of the SSO screen to show when the certificate was loaded. Even better if we could also have one populated with the date fo the certificate expiry derived from the certificate. I have refreshed my certificate now. Cheers Martyn
  8. Martyn Houghton
    @Gerry, @trevorharris We have the Skew setting set as below Trevor I will check with our IT on the auto roll over settings. Is there any method to trigger the update of the certificate held in Hornbill to line with these automatic updates? Cheers Martyn
  9. Martyn Houghton
    Related to my other post below would it be possible to have a specific print option to format and output the whole request including all expanded timelines, but removing unnecessary headers/navigation components from the page. Cheers Martyn
  10. Martyn Houghton
    If a coworker/customer wished to print or view the full details of a request from the portal, they must first of all click on 'Show More' on any of the timeline entries in order for the full timeline content to be visible. Would it be possible to have the option to Expand/Show all? Cheers Martyn
  11. Martyn Houghton
    In the Admin tool under Monitor>Log Files, would it be possible for the filters selected at the top of the screen to be applied to the log download option, i.e. so it is possible to say to export just the security and critical ones? Also, would it be possible to have the option to expand the whole log file when you have filters applied in the UI, rather than having to repeatedly click on load more? Cheers Martyn
  12. Martyn Houghton
    In an earlier release of Service Manager, the presentation of the telephone number in the Customer section was changed to allow you click on their telephone number so that it would open in a VOIP application such as Skype for Business. Can the same presentation change be made to the telephone numbers displayed in the Connection section of the request screen? Cheers Martyn
  13. Martyn Houghton
    It would be possible for the pop out window when hovering over the Linked Requests to include the Sub Status as well as the parent Status value? Cheers Martyn
  14. Martyn Houghton
    The Single Sign On (SSO) validate certificate appears to be using the wrong date when checking if the imported certificate is still valid. We have had issues logging in hornbill this morning due to system triggering that the trust certificate is expired. However, exporting the certificate from Hornbill and viewing it in certificate viewing it has not yet expired; In our case 23rd November 2017 @ 07:36. By temporarily disabling the validation users where then able to get in, so therefore it seems the platform is expiring the certificate 15 days ahead of time. Is there a reason for this? Cheers Martyn
  15. Martyn Houghton
    @gwynne, @James Ainsworth Ours seem to have now started working again today without any changes. Are you still having the issue? Cheers Martyn
  16. Martyn Houghton
    @gwynne We seem to be having an issue with charts loading for some of our users, but the same chart widget on our dashboard user is working fine. it seems to be user/permission based issues, as we have not made any changes to sharts for sometime. Are you getting the text in the chart just saying loading, which it never does? Cheers Martyn
  17. Martyn Houghton
    @James Ainsworth In essence yes, but with the added option to allow the display of the default visibility so the analyst has the option to override it. Cheers Martyn
  18. Martyn Houghton
    @SJEaton If it is the person's manager, @James Ainsworth initial reply on the post below might fit your requirement using the servicemanager.portal.requests.showStaffRequests setting. Cheers Martyn
  19. Martyn Houghton
    Just to confirm I am testing this with the v2.4.1 of the utility, which I believe is the most recent. Cheers Martyn
  20. Martyn Houghton
    @James Ainsworth Thanks. Sorry did not make it clear in the original post, but the idea was to be able to do it in reverse, i.e. undertake the action of adding as a request attachment when you add it as an email attachment in one process, as this is the most common route attachments are added by our analysts. Cheers Martyn
  21. Martyn Houghton
    @James Ainsworth The two are linked, in that at the basic level we first need to display the SLA/Service Level for those requests using SLM and Priority for those using the older SLA method. Then provide the ability for the portal user to export or report on their requests which includes this SLA information. This needs to be accessible both at the list level as well as when viewing individual requests, as some of our larger customers will have a significant volume of open requests of varying types. With 1,100+ organisation records already in our system, which will grow significantly more as we merge in more desks, the only sustainable option is to provide a 'self serve' export/reporting option to allow portal users to extract their request information and performance data. Setting up and maintaining scheduled reports on behalf of each organisation is not practical. Cheers Martyn
  22. Martyn Houghton
    When sending an email from Service Manager and adding attachments, it would be really useful to have the feature to optionally to add them as an 'Attachment' on the request itself and determine their visibility. This was the customer/coworker can always manually download them from the portal if they are blocked by email rules etc. Cheers Martyn
  23. Martyn Houghton
    We have a large number of OU in our AD, so I run the import from the parent level and use the Scope=2 setting to include all the sub levels. I now need to exclude just one of the OU from the LDAP import process, but even though I have added it into the filter the LDAP import process is still processing them, so I think I have something wrong in the syntax when trying to exclude an OU. (&(objectCategory=User)(!(userAccountControl:1.2.840.113556.1.4.803:=2))(!(ou=CloudAmber))) I have also tried the format ou:dn:=CloudAmber, but that does not work either. I have also tested it in reverse, i.e. trying only to import just that OU, but then get no results, so it does look like I doing something wrong in terms testing the OU value. Cheers Martyn
  24. Martyn Houghton
    @Gerry Just wondering if there has been any further thought on the provision of the SLA information on the portals and the ability for customer self serve export or report from it? Cheers Martyn
  25. Martyn Houghton
    @Steven Boardman Just wondering if this has progressed any further at all? Cheers Martyn
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