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Martyn Houghton

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Posts posted by Martyn Houghton

    Assigning more than one customer to a request

    in Service Manager

    Posted

    Greg

    We too have a similar requirement to link multiple interested parties (users/external contacts) to an request and provide the 'visibility' of these via the customer/service portal.

    One thing we would find useful would be for these 'connections' to be able to be include automatically in the email addresses when sending an up date form the request as well.

    Cheers

    Martyn

    • Like 1

    Custom Forms, how are dynamic field types populated?

    in Progressive Capture

    Posted

    I am trying to locate some guidance on the format/syntax used for the 'Data Provider' option when using a 'Dynamic drop down select' in Progressive Capture.

    Rather than hard code values into the progressive caputure workflow itself I am trying to configure a custom form to use the dynamic drop down list, picking up its values, in this case software versions, from a 'simple list' filtering this based on the 'service id' selected within the progressive capture workflow. This way the ..

    verison informaiton which is fairly dynamic can be maintained in a simple list without the need for the progressive capture workflow to be updated each time.

    I tried to locate this information on the wiki and via a general google search, but no joy.

    Filtering Settings in AdminTool

    in System Administration

    Posted

    Filtering settings in the Admin Tool only seems to work up to the first period, i.e. entering app into the filter will show you all the setting beginning with this but if you enter in app.requests, which there are values for when the former filter is used are not displayed when later one is.

    Is this a known issue?

    Thank

    Martyn

    PS might be worth creating a sub forum under System Administration for the Admin Tool and moving this topic to there?

    Incoming mail - picking up request ID from message subject

    in Service Manager

    Posted

    Bob

    Thanks for the reply. Least I know it not me missing something.

    As we often have a number of potential external contacts from an organisation involved in a request, so the common key for us is request reference rather than the customer contact. This functionality is something we rely on very heavily in SupportWorks, so is quite critical for us.

    Therefore an I request a formal RFC be raised regarding the implementation of the same request identification from the subject line as available in ITSM-F 7.6.2 with customer configurable request prefixes.

    Thanks

    Martyn

    Sites within Service Manager

    in Service Manager

    Posted

    Steve

    We currently use the site element in ITSM-F to deal with two scenarios:-

    External organisations, where we supply different products/services to different divisions/departments, and those different divisions/departments do not want each other to view their requests with us via selfservice but do want to see their colleague's incidents from that site. We use the current options in selfservice to allow them to view their own and their sites requests, but not the organization incidents. With only say central IT being a to see al the organisation requsts. For example in an Council where we supply both their Planning and Elections systems.

    The other scenario is more standard, in that when a organisation has multiple sites, we need to record as part of the request the site they are on or are based at as part of our capture of the request. At the moment in ITSM the site drop down will list the sites linked to the organisation, however the current progressive capture form will list all sites we have recorded within the system.

    Let me know if you require some further information.

    Cheers

    Martyn

    Sites within Service Manager

    in Service Manager

    Posted

    We are currently looking at migrating from SupportsWorks ITSM Foundations to Service Manger and as external customer facing servicing service desk we have a in excess of 1,000 organisations(aka company) and 1,700 sites.

    At the moment in Service Manager, there is now the ability to hold sites as well as organisations, however this current facility is abstracted from users and organisations, with it just being a list of sites.

    Though for a primarily internal focused service desk this wold probably not be a major issue due the normally smaller number of sites etc. However as we have a large number of sites, presenting this list with out filtering/relating it to the customer/organisation context means that it is not practical to use.

    Are there any plans to link the site object to both organisations and users, i.e.

    • an organisation can have one or more sites linked to is
    • a site is linked to a organisation
    • a user has a default site from the list of the organisation they belong to.

    Thanks.

    Setting up Shared Mailbox - missing webapp.ui.emailclient.enabled

    in System Administration

    Posted

    I am attempting to setup a shared mailbox following the instructions in the wiki https://wiki.hornbill.com/index.php/Set_up_email but a getting stuck at step one finding the setting "webapp.ui.emailclient.enabled" in the application settings section.

    1. Enable the email client - Go to Hornbill Administration, and then to your list of Installed Applications. Click on Service Manager and then view the Settings Tab. In the filter type webapp.ui.emailclient.enabled, set the parameter to true.

    I am wondering if the name of the setting has been changes as there are now webapp.ui elements visible?

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