Martyn Houghton

The display/sort order of Catalog Items when displayed on both the Portal and within Services is not in alphabetical order. I suspect that it is sorted at the moment by the Icon value you choose for each catalog item rather than the title of the catalog item. Where you have a large number of catalog items this can make it very hard to navigate/locate the correct one. Can the sort order by set to alphabetical by the title or provide the controls to order them manually. Cheers Martyn

@yelyah.nodrog Just checking that the change requests are all against the same 'Service' as the details forms are specific to each service? Cheers Martyn

@James Ainsworth We are now moving to 5 different shared mailboxes for the different 'Service Desk' we a bringing into our instances. Given that it is very easy to get confused and forget to switch mailbox when sending updates from the multiple requests you may be dealing with, it would be really useful to have the ability to set a default mailbox per service. It would certainly save a lot of confusion when do send someone a update from the wrong one, something I just did now, hence me locating this post. Cheers Martyn

@Steven Boardman Thanks for the quick reply and planned fix for displaying the fields. Cheers Martyn

@James Ainsworth Wonder if the inclusion of the 'Quick Filter' on the Services List is moving forward in the backlog? In progressive capture you can now filter by business category, so it would also be useful to have this as an option on the Services List. Cheers Martyn

Is is possible to have the ability to rename existing templates once they are created? This combined with my other post related to being able to copy them, would allow you copy and test a new version of the template and then rename the original to a backup and replace the original with your new version. Though you can achieve this by copy and paste, this way gives you more control and is easier to rollback if there are any issues. Cheers Martyn

We are in the process of implementing multiple desks and therefore are duplicate a number of different email templates so that can be customised for each different 'Service Desk'. It would be really useful to have the ability to copy or create a new template based on an existing one, similar to the functionality that was present in the Support Works Email Template screen. This would save a lot of work and also make it lot easier to maintain a large set of email templates. Cheers Martyn

We are in the process of implementing the new Service Level Management (SLM) feature for all new services we are defining ahead of going back to apply it to our existing catalogue of services. Though we use 'Priority' as part of the rules to determine the initial 'Service Level' applied, you can then once further into the case update the 'Service Level' and it will recalculate the duration/targets which is great. This means the original priority value is somewhat historic and no longer accurate. On the current 'Request List' you are only able to display the original 'Priority' and the indicator 'SL' field, not the 'Service Level' field which is now the up to date and more relevant field. Can the 'Service Level' field be added on to the Request List screen as a matter of urgency as not having it available means that analysts and managers are not able to accurate assess and priorities the workload. Cheers Martyn

@derekgreen If you go to the user account you want to use for the connect, you can then generate the key from the API Keys tab. Cheers Martyn

@Victor Is there an equivalent one for the other products (Collaboration, Document Manager, Time Sheet, Customer Manager etc ) and the platform (ESP), as this one just seems to cover the Service Manager ones? Cheers Martyn

@Paul Trenter If you alter the insert variable name to be in mixed case i.e. {{.H_Fk_PriorityName}} that should trigger it to insert the value in the format as it is set in priority list.

@Paul Trenter It will becoming from the Priorities created under Services.> Priorities. Unfortunately you are not able to edit these currently, so would have to recreate them with the new more descriptive name. This also means you may need to update any BPM you have that refer to them. Cheers Martyn

When attempting to sort the list of users by the Online column in the Organisational Data > Users section in the Admin Tool, the list is not sorted correctly. Cheers Martyn

At the moment the maximum Service Level Management Target you can set for 'Resolution' is 40 days,23 hours and 55 minutes. We are currently implementing further service desk on to our instance and they have some long running SLA's for cosmetic software issues which in affect have an SLA of a year. Based on on 261 working days a year and 9 hours a day, I need to set a target of 97 days and 21 hours but are not able to set the value higher than the for mentioned maximum. Can these maximum value be increased please. Cheers Martyn

@Dan Munns Thanks for the pointer on the role, but I am presuming this is only for the Service Portal, where as the majority of our customers are external so are a contacts not coworkers in the system, so are not able to be assigned a role directly, though I give it a go via the portal guest account. It is the direct link to the service and it subscription that we are after. We have multiple desk and 100+ services, so we want to present only the documents that are relevant to the end users based on there service subscriptions rather than overwhelm them with everything. Cheers Martyn

@Keith Indeed it has . Cheers Martyn

@Chaz The latest change to the output of the Search Results screen is a lot better. Only issue as most of our customers are external, it would be great to include the organisation name appended to the Customer field. Cheers Martyn

@Ehsan , @James Ainsworth Just wondering if there was any update on the timescales to have the ability to link Document Manager - Documents to Services and make the visible on the Service/Customer Portal as Knowledge Base articles? Cheers Martyn

@Gary@ADL As per @Ehsan reply on the other thread this new functionality will apply to all request types, i.e. incidents, service requests, problem etc. Cheers Martyn

@Ehsan Thanks for the update. This will make a major difference to our users and our SLA timings. Cheers Martyn

@James Ainsworth Thanks, if this can be considered with some higher priority that would be great. Cheers Martyn

@James Ainsworth Is there any update on profile/category being more prominent in Service Manager? Cheers Martyn

We are in the process of implementing the new Corporate Service Level options and at the same time expanding our services to include a number of additional service desks. In terms of setting up the different service levels this is fine and I can create the different working time calendars (as some are different time zones etc), but then are hitting a bit of a brick wall in terms of the 'Priorities'. The different service desks have different number of priorities options, names and service levels. Though I can setup the service levels as separate Corporate Service Levels, I got a bit suck on the priorities, as these are 'generic' values which are not linked to the Service/Corporate Service Levels. Also in my case it is just really the 'priority' that determines the service level applied, rather than organisation or who it is etc, so my only option it to use the standard priority field. This then introduced another issue that I did not want all my customers from different service being presented with a long list of different priorities who naming conventions are different and most will not apply to their service/corporate service levels. The work around we are using at the moment is to have a custom form, rather than the standard priority form, in the progressive capture to present a simple list of priorities that apply to the service that the PC is used for. Then we have to put into the BPM as first actions a number of decision nodes to actually set the priority value. In essence we will have lots of different priorities setup, but will hide them from the customers by using custom forms in every one of our 100+ services. It would be really useful to have the ability map priorities to a service, the same way you can map corporate service level to them, which would mean the standard progressive capture priority form would then only display the list of priority values which apply to said service. This would make it much easier to maintain and flexible where you have multiple SLA contracts to manage. Cheers Martyn

I am in the process of bringing a number of different desks from around our organisation into Service Manager and one of the requirements is to have a different request number format for the different desks. There is some ability to configure the formatting of the itsmRequestsAutoId auto vale option using the 'rec' parameter but cannot see who to use this option to make the setting specific to a set of services. Is this possible at the moment and if not is this something that is being looked into? Cheers Martyn

@Melissa Gurney It might be worth just clarifying what you currently have setup. Are you using the default Hornbill Email (live.hornbill.com) which is setup on new instances initially. We have two different mailboxes, one hosting within our internal domain and one externally in the cloud, with both of them being able to send email to external address as the majority of our customer are external. They both used encrypted connection using the SMTP Smarthost option. Though with the internally hosted one we did need to allow connectivity from the Hornbill hosted IP addresses to our firewall/Email server. Cheers Martyn