Martyn Houghton

@steven boardman Thanks for confirming. The ability to have different Catalog Items under change is something we are defiantly waiting for as we have different change processes for different combinations, along with the ability to link changes to customers, not only internal users. The second item of only displaying the services relates to the request type would also help in keeping things within process. Cheers Martyn

@cchana I will retest and let you know. Cheers Martyn

I believe this unintended Beta release option is removed when you apply build 906 of Service Manager 2.38.0. Cheers Martyn

@James Ainsworth In terms of the sub states, one thing to take into account is that when a call comes off hold it should return to is substate, i.e. it was Open with a substate of 'Escalated to Team Leader' that when it comes off hold it returns or retains is substate. In our mind we are trying to deal with more detailed status information and replace the supportworks condition field, whilst ensuring these details are present in the Request List fields and views, as well as usable to in the BPM for both setting and evaluating. Cheers Martyn

@steven boardman Indeed ' to prevent the selection of a parent service full stop' is what we are suggesting, to stop logging of change requests on services which have no catalog items logged under them for that request type. Cheers Martyn

@Daniel Dekel When I am adding members to sub categories, if I try to select multiple it seems to allow me to create a duplicate value. Cheers Martyn

@Daniel Dekel In terms of adding members, the drop down does not filter out the one you have already added, unlike the service subscription UI does and it would be could to be able to do multiple selections. Cheers Martyn

@Daniel Dekel I think it would still be good to have the facility to allocate a parent category and restrict certain sub categories beneath it. Take for example we have a Service Desk Category, with different sub categorise for different actions/activities. There may be some sub categories which only apply the the Team/Service Desk Manager, Complaints Handling etc, but you would still want to be under the parent Service Desk Category for account/reporting purposes. I think the inherit by default and restrict by exception would mean for those who do not want/need to go down to that level can ignore it and those of us who do can apply permission in that way. Cheers Martyn

@Victor,@Keith, We too are seeing an update as being available with the base version of 2.38.0, which seems to be a newer build then the SM 2.38.0 Build 895 we applied yesterday, but there does not appear to be any difference in the changes listed. Victor Can you advise what is different with the revised build? Cheers Martyn

@Daniel Dekel Also looks like you can add a user, role or group which does not have access to parent as a member of the sub category. Should not membership of a sub category require you to be a member of parent? Can I just allocation membership to a sub category and ignore the parent category membership? Cheers Martyn

@Daniel Dekel I can see the usage for different permissions within a parent category. Have your thought about doing it by exception, i.e. everyone who has access to the parent category has it unless you explicitly block/remove them at a sub category level? That might make it easier to manage. Cheers Martyn

@Daniel Dekel Have applied version 1.0.0 - 50 and are now able to add my groups which have the long/deep names. Had not realised there was assignment on the sub categories as well. It would be good to have the option to duplicate/inherit them from parent as well. I retest once I done the sub category assignments. Cheers Martyn

@shamaila.yousaf We too have been impacted by the absence of the 'condition' field, which we used for our escalation process, plus the colour coded escalation arrows. We raised this a while back (see port below), but at the moment we had to use a custom field, which as you will no doubt have found out yourself is not usable on the Request List screen or views. Cheers Martyn

@Daniel Dekel I spoke too soon. I have assigned individuals to the 'Service Desk' categories so they can see it but they do not inherit the default categories. Which means the time keeping plug in shows as brown/orange as there is now default value set. Is there away to set the default value on bulk or even as an administrator? Or does every individual now have to set there own via 'Manage Default Categories'? Cheers Martyn

@DougA Thanks. I give that a try. Cheers Martyn

@steven boardman In your response on the 5th Jan you make reference to "Hopefully the feature to enforce the use of a catalog item under a service will also help once the next Service Manager release is available.", are you referring to the setting, servicemanager.progressiveCapture.servicedetails.enableSupportVisibility, you reference in the same post or an additional new setting which is to be added? If it is the latter, was this included in SM 2.38 released this week? We are anxious to stop change requests be logged on services that there is no change request catalog item for, but the customer and analyst are both subscribed to/members of supporting team. Cheers Martyn

@Victor Just to confirm we have reverted the changes to the maintenance change window time period and following the appending of my email address to the setting 'autoUpdate.notifyOnUpdate' with a semicolon delimiter I now also receive an email confirming any auto updates undertaken. In terms of the issue of logging new request with attachments this is now working, following the application of both SM 2.38.0 and ESP Build 2768. Cheers Martyn

@Daniel Dekel Thanks, as at the moment the only workaround I have got is to manually assign them to individuals. Cheers Martyn

@Victor We are now showing as Server Build 2768 (Client is based on 2675). It does appear to have addressed the issue with logging new request with attachments, from the quick testing I have done, but we should get more confirmation tomorrow from the users. Cheers Martyn

@Victor We too are having the issue and set the maintenance window to 15:00 to 16:00 UTC at around 14:10hrs this afternoon, but the update ESP build has not applied either. Cheers Martyn

@Daniel Dekel We seem to be having some issue in allocating categories to some Groups. All the groups are set to Team and are visible in the drop down when selecting the group I want but they do not get added to the members list. Click OK, but it does not appear in the members list. I know early on in Service Manager we had an issue with subscriptions where the field recording the subscription was not long enough to hold out organisation structure names, so wondering if this could be related? Cheers Martyn

@James Ainsworth We have applied 2.38.0 and I have updated the settings to take into account our prefix but it is still not matching and selecting the case. Cheers Martyn

@NeilWJ Thanks, using the counter has allowed me to achieve what I need to at the moment. Cheers Martyn

@Prathmesh Patel From the sound of it are you trying to do this in the Request List screen View option rather than in a report? If thats the case then the source type field is not available. Cheers Martyn

@Prathmesh Patel You should be able to use the h_source_type field in the main request table to determine the origin of the request in your report selection/query. https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table Cheers Martyn