Martyn Houghton

@chrisnutt In terms of your last paragraph, might be worth checking if you have the system set to limit the search output to those requests you have visibility of (i.e. are a support team member), which Service Manager -> Settings called webapp.view.ITSM.serviceDesk.requests.limitSearchToVisible. Also below may give you some more information as well. Cheers Martyn

@Victor Thanks for the advice. If you can let me know the outcome of the discussion with the dev team. Not sure if this down to the change from the deprecated Get Request Questions, or just something it has always used the display value. We starting to add more text into the display values to explain the options to the end user. Cheers Martyn

@James Ainsworth Thanks for confirming. We too are looking to use the external reference as a workaround to get at least one custom field visible and searchable on the Request List. Cheers Martyn

@James Ainsworth Just wondering if there was any plans/progress on allowing the External Reference field to be updatable in the BPM? Cheers Martyn

@Daniel Dekel Thanks for the update. I will keep an eye out for the update. Cheers Martyn

As we widen the use of Hornbill to be used by multiple services, it has highlighted the need to have some form a scope on Workspaces, akin to the security model for requests/services. At the moment a Workspace can by Public (Open) or Secret, but as you add more teams and service desks into the platform, Public Workspaces can become quite cumbersome, given that the content of some of these workspaces will be specific to certain teams/service desks. This also means that searching workspaces can become an issue to the potential matches which are not applicable to a certain team/service desk. In essence what we would envisage is a middle setting, where a Workspace can be Public for a member to join and search but is applicable to only certain teams/service desk. This way you can still have global Public Workspaces everyone can see, team/service desk associated ones and the secret ones. This way it will make Workspaces more manageable and scalable. Cheers Martyn

I noticed that when branching on the response to a progressive capture question, which is set up as a static list, in the BPM the value you have to use in the condition is the Display Value and not the actual value. Is there a way to set the condition to use the actual value rather than the display value, as the latter can something be a lot longer and something will be changed as it is descriptive whereas the actual value column would not? Cheers Martyn

@TrevorKillick Thanks for the quick response. Cheers Martyn

I am struggling to locate a specific API method for adding a new set of values to a simple list (Service Manager). Is this just done via the generic addRecord method? Cheers Martyn

@James Ainsworth The ability to add an expiry date on a service subscription is becoming quite a priority for us, with us adding short-term access to services for a fixed period of time. Cheers Martyn

Just a note to say you need to add the from address(es) you are going to use to the Shared Mailbox > Addresses tab in order for the BPM not to fail. Then it is just a matter of sorting out permissions to send as on your mail server, which is where I am at with our IT department. Cheers Martyn

@Daniel Dekel Thanks., Martyn

Would it be possible to have a type of Simple List source for use in progressive capture questions and custom fields which uses a SQL query to generate the available options? The reason for asking is that we are looking to log internal project management requests in the system, but they will relate to an external customer(contact) organisation. So rather than having to maintain a list of organisations in a simple list, I would, in this case, use a SQL query to obtain a list of organisations from the existing internal table where the industry type is a certain value. Cheers Martyn

@Daniel Dekel We are looking to indicate an availability between 'Available' and 'Do Not Disturb', which is not as strong/definite as 'Do Not Disturb' but still indicates you are not available to take normal assignments/actions. Akin to the status we use in Sky for Business. Cheers Martyn

@Steven Boardman Just wondering if there is any progress on the ability to add Connections as part of the progressive capture process for the portals? I have tried the standard form - Connections in our progressive capture but it does not seem to prompt either on the customer or service portals, with it only working for requests logged via the Live User App. Cheers Martyn

Would it be possible to have an additional availability states of Busy to the existing list, i.e. not available for automatic allocation of requests, but not in a meeting/out of the office? Cheers Martyn

When viewing requests on the Mobile app there appear to be some key fields which are not present, such as details of the Customer, Priority, Service Level, Sub-Status etc. Are there any plans to improve the Service Manager element of the mobile apps to add this level of detail in? Cheers Martyn

On the Andriod App, the number of notifications counted and displayed in the red circle is not accurate, as it only includes non Service Manager notifications, i.e. workspaces etc. Click on the notification bell will still display them all, but the count is incorrect. This appears to work correctly on the IOS app. Cheers Martyn

When posting timeline updates on Service Manager, via the mobile app, on IOS or Andriod the timeline updates have the options of 'Public' and 'Members'. When using the main user app, these options are called 'Customer' and 'Team', also there is an option to also for 'Owner'. Can the settings in the mobile app be labelled the same as the main user app. Cheers Martyn

@Chaz Thanks for the update. I keep an eye out for the this in the next release. Cheers Martyn

@James Ainsworth Thanks for the update. This feature will be a great help. Perhaps a setting for the future 'Service Desk' templates to have the option to set connections to be added by default, i.e. impacted > CC - interested > BCC, which applies to the user app and the BPM nodes. Cheers Martyn

@James Ainsworth Wondering there has been any further thought on this, as it would really help with ensuring all interested parties are kept updated with progress on a request. Cheers Martyn

@Daniel Dekel Thanks for the fast feedback. Cheers Martyn

At the moment the keyboard Tab order on the 'New Contact' option under organisations is a bit odd. Tabbing from First Name takes you to the Global Search Text, then on to the Last name, then Global Search Action, then Email. This can be a bit of a pain when entering a number of new contacts and results in you having to use unnecessary keyboard/mouse operations. Would it be possible to have the tab order as Global Search Text, Global Search Action, First Name, Last Name, Email Address? Cheers Martyn

@Daniel Dekel I was thinking about deleting (archiving) contacts, in bulk, but I worked out how to do that on the contacts screen, but thought it would be more precise to do it from the organisation screen, rather than returning a list of matching records in the contacts screen. Cheers Martyn