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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    Following further investigaiton, this is affecting all our requests irrespective of their source. Cheers Martyn
  2. Martyn Houghton
    Our BPM process is failing since applicaiton of Service Manager v2.36.3, referencing an issue with assignTeamOwnerCapacity when incidents are logged via the selfservice. Initially I thought this was down to a change in the behavoiur of the Assign to Request Creator node, but I have bypassed this and still get the issue. Cheers Martyn
  3. Martyn Houghton
    @James Ainsworth Is there an update on KE00141270 as this is still causing us an additional step for every email we deal with. Cheers Martyn
  4. Martyn Houghton
    It would be really useful to have the 'Raise New' facility directly under the Service Manager left application icon, to allow faster direct access to raising a new request without having to open the Request List screen. This means quicker navigation for the end user and avoid unnecessary query of the database to generate a request list screen, just to then click on the Raise New button. If this then gave you the option as a submenu for the specific types like the button button does now or opens on a page allow you to select the type of request to raise. Cheers Martyn
  5. Martyn Houghton
    @Kelvin I can replicate this on our system as wel in 2.36.3l, but only if the request details for is after the Service Selection or if I go back to edit it in the Progressive capture trail. Not sure if they helps with a workaround until it is fixed. Cheers Martyn
  6. Martyn Houghton
    @Ehsan Thanks for confirming this is being actively worked on. Cheers Martyn
  7. Martyn Houghton
    @Miro Thanks. That will help when we implement the Timesheet Manager. Cheers Martyn
  8. Martyn Houghton
    We are approaching 6 months of using Service Manager live having migrated from Support Works. However my analyst are still logging into Support Works to use the search facility to locate historic requests and previous occurrences of issues. Though we have migrated a proportion of our previous request, the global Request Search does not search the content of the 'Historic Updates' linked to the request, therefore you can not locate references to the issue being searched for in either closed historic request or active requests transferred over. Can the indexer component linked to the global request being modified to include the historic updates as this will mean analyst no longer need to log into Support Works to find previous occurrences of the issue. Cheers Martyn
  9. Martyn Houghton
    Is the options in the Time Spent drop down when completing activities currently configurable? If not can this made configurable or all 5 min blocks within the hour be added, i.e. 5,10,15,20,25,30,35,40,45,50,55. Cheers Martyn
  10. Martyn Houghton
    We are just looking at testing Timesheet Manager in conjunction with Service Manager. Is there a way to set a default category and sub category on an activity within the BPM, so that the end user does not need to click on the timesheet category button unless they need to override it? Cheers Martyn
  11. Martyn Houghton
    Related to our post below about deleting processed emails from our mailbox below in order to speed up mailbox operations, we have discovered that unlike Support Works where the emails related to a request being logged or updates from email get stored as attachments to the request itself (CFA attachment store I seem to remember) in Hornbill it is just a link to the original email in the mailbox store. Therefore when you clear down your deleted items (default) or your own specified folder, where the emails are put after being processed by Raise Request or Apply to Request, you will lose access from within the request timeline entry to the 'View Email' option. The 'View Email' option is still displayed on the timeline entry but you will get the Hornbill error below:- So if you want retain access to view the source email from within the timeline on a request you need to keep the emails in the mailbox itself, else This caught us out a bit as we have deleted a large volume of historic emails have which we have processed via Raise Request and Apply to Request, which we cleared down as performance within the mailbox itself was degrading. Cheers Martyn
  12. Martyn Houghton
    @Tina.Lapere We have been testing this setting for quite a while and it does speed up the response time back to the portal user when then have clicked on the finish button at the end of the progressive capture. Cheers Martyn
  13. Martyn Houghton
    @Gerry, @steven boardman, @James Ainsworth Just a follow on from this, without the ability to grant a a team member the permission to re-assign an activity, means that even though the person can re-assign request to themselves the BPM activity is still assigned to the original owner of the request, so the BPM process is stalled. This is a major issue for use where there will be multiple people update a request not just the owner. I can understand why by default you would not want to automatically re-assign pending activities when re-assigning a request, i.e. where there are parallel activities with different people, but having the option at the time of re-assign to manually select to re-assign pending activities as part of the inline request update would help. Cheers Martyn
  14. Martyn Houghton
    @Bob320 I have checked our configuration and we have Basic users with the two roles below to allow them access to the Service Portal. So it should allow you to add the Self Service User to a basic account. I tested removing it and adding it back to one of our basic users via the Admin tool in case it was down to a recent change in the admin tool, but that works as well. Cheers Martyn
  15. Martyn Houghton
    @Gerry This was the specify issue we discussed a couple of weeks back regarding the ability of the workflow to have some sense of context so that when a request is updated by someone other than the owner of the request that this can be picked up in the workflow and the resulting activity assigned to the person updating the request not the owner. Cheers Martyn
  16. Martyn Houghton
    @Gerry Not sure which release this it came out in but new emails coming in are now indeed attached as .eml and can be accessed correctly now. Cheers Martyn
  17. Martyn Houghton
    @cchana Thanks, any approx timeline on 2.36? Cheers Martyn
  18. Martyn Houghton
    @Adam Haylock URL format for the external customer portal is normally https://customer.hornbill.com/. I know we had issue initially as we had not added Service Manager Authorised Guest role to the customer account under Home> System> Manage Portals> Portal Accounts> customer. Then it was a matter of setting up individual accounts Guest Accounts. Cheers Martyn
  19. Martyn Houghton
    @Bridget Sharman Is this links to external content or references back into Hornbill to the request or other requests? Cheers Martyn
  20. Martyn Houghton
    @Lyonel @m.vandun We were having this, so I presumed that when I logged out using the option rather than just closing the browser tab, from Hornbill on any device, that would kill all my connections irrespective of which machine my sessions are associated with. As we use SAML I created a separate user and the set the home page on my machine running the dashboard to bypass saml and use a dedicated separate account, which seems to be a lot more reliable. Does use a license though! Cheers Martyn
  21. Martyn Houghton
    @Lyonel , @Alex8000 , @m.vandun Are you using a dedicated login on the client running your dashboard screens? I know we had some disconnection issue before when using a shared user login. Cheers Martyn
  22. Martyn Houghton
    @Alex8000 Though our reference field is three characters longer the display is only truncating the last digit of, if we went for 1 character more on Reference, Status and Service, as a short term solution that would hopefully work for use both. @cchana is that possible? Cheers Martyn
  23. Martyn Houghton
    @cchana As a short term fix I think we could live with the Summary/Overzicht column not being as wide by a few characters. Would that work for you @Alex8000? Cheers Martyn
  24. Martyn Houghton
    @cchana This issue has re-appeared, but now on the My Organisation Request screen. Viewing My Requests is fine Viewing on My Organisation Requests truncates the last number off again. Cheers Martyn
  25. Martyn Houghton
    @Mohamed They are different Progressive Captures, we have a basic default one to get to the point of it being logged against a service. Cheers Martyn
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