Martyn Houghton

@James Ainsworth Thanks for the update on the addition of an option to allow the instance to be configured for the three combinations. Cheers Martyn

@Paul Alexander We too are also confused by the exact items which trigger the different Suspend actions to be progress. It would be really useful for the wiki to be expanded to include a breakdown of each of the suspend node options and what triggers are determine for it to proceed in the BPM. There are a number for different posts in the forum around getting the suspend node to work or how they can be used, so having a definitive and maintained documentation page on the Wiki would help a lot of us. Cheers Martyn

@Jeremy At the moment I believe the boards lanes are all static. This is something we would be interested in automating without having to use BPM workflow and relates to out post a while ago. Cheers Martyn

@James Ainsworth Any thought on us having a separate forum section for the Customer Portal? Cheers Martyn

This also ties in with the post below.

Can the BPM Node 'Get Request Information' > ' Get Customer Information' extended to node extended to include Portal Access details as below. Login ID Date/Time of last login Customer Portal Status - Approved/Suspended Service Portal Status - Approved/Suspended We want to be able to identify in the BPM if the customer contact is already set for the customer portal, if not we will then raise a linked Service Request to set them up. If they are we would then send them a reminder email if they have not logged in for a certain amount of time. The idea is to try an encourage our customers from the habit of emailing us to log or updates requests and promote the use of the customer portal. Cheers Martyn

@James Ainsworth Is their any update on whether having the ability to setup portal access when creating a new contact. Similarly we would also like to be able to do the following operations as well. Suspend/Authorise Portal Access Enable/Disable Organisation Access Enable/Disable Can Cancel permission Reset Password using auto generator return password as a result. Thanks Martyn

We would like to implement a Change Management workflow to manage our service subscriptions in Hornbill Service Manage itself. The idea being is that our internal project management team would raise requests for new services for a site to be taken in to 'Support' would raise a Change Request, which as part go the workflow process after authorisation would then automatically add the subscription to the selected organisation. To do this without manual intervention, would require a number of additional features. Data Provider in Progressive capture to allow selection the below and capture into custom field. External Organisation (ability to set filter by Industry {variable and manual}) Service (ability to set filter by Service Category {variable and manual}) Catalog (ability to set filter by Service {variable and manual}) BPM/iBridge Integration options Add Service Subscription Remove Service Subscription Include/Exclude Catalog item I sure there will so others automatons required, but the above are the primary ones, if we want to achieve an automated change management process with Service Manager to manage it's own service subscriptions. Cheers Martyn

@Keith Stevenson Not sure it is just a blip, but now getting an different error after successfully translating a for a number of different languages, in this case for German. Cheers Martyn

@James Ainsworth Thanks for the update. Will this take the form of a extra tick box option? Cheers Martyn

@Keith Stevenson Thanks the for update. We are now processing the translation of Service Manager and Collaboration for our different languages we will be supporting. Cheers Martyn

+1 for us as well. Perhaps if you have a download icon and a preview icon? Cheers Martyn

This would be useful for use as well, perhaps being presented under the light bulb 'Solution' action? Cheers Martyn

@Ehsan We have the same issue as @Lyonel and need adjust the ownership of shared snippets, so would appreciate the option for an admin to do this through the UI. Cheers Martyn

This would be useful for us as well. I think it has also come up ion the form of being able to add connections as well. From our point of view it would need to be configurable to only show contacts/co workers from the same organisation/team etc. Cheers Martyn

+1 for us as well

@Keith Stevenson Thanks for the update. Any rough idea of timescales? Cheers Martyn

@chriscorcoran In order to access the native right click menu you need to use CTRL + Right Click. Please see below for more information. Cheers Martyn

@Claire Holtham There was a login security audit table created as part of discussion below, which might help. Cheers Martyn

This would be useful for use as well. +1 Cheers Martyn

@Steven Boardman Thanks for the quick response. The Translate Missing option is failing. This is similar to the error message we have logged a support incident for as we get this when trying translate individual timelines. Looks like something might have changed in Google API? Cheers Martyn

I am in the process of implementing services for a number of different languages and testing via the Customer, though I know I need to add customer translations for elements we specify, but some of the 'standard' elements in the portal are not translated. Example below, the customer's language is set to French. I am presuming there is some manual translations required to be specified in the settings for these standard elements to be translated, but I had expected these to have been included. Also do the default translation get updated as part of builds? i.e. as more of us use the platform in different languages, is the default content updated? Cheers Martyn

@Ehsan As we have a large number of email templates for the different service desk we operate within the same instance, we have not enabled the option to select different templates, as this would not be manageable in its current state where all templates are listed. We have already raised about being to link templates to the Service, so the list is restricted and context aware. Therefore we are still reliant on snippets for corporate elements, as well as for the end users who want to setup personal snippets, which would never be deployed as templates. As it appears to be specific to our instance and you are not able to replicate it, I will raise support request so we can arrange to demonstrate the issue. Cheers Martyn

@Ehsan I have replicated the issue with my colleague @sprasad today. The snippet is below and it is just the customer details which are not be populated when inserting the snippet, the owner entry works fine. Dear {{customerFirstName}} Regards {{ownerName}} We replicated it on a number of requests, all external contacts, logged by phone, email and portal. We are on SM Build 1338, Platform 2942, Collaboration 941. @HHH, is this working for you now? Cheers Martyn

New Email view windows size. Is it possible for the new HTML email editor window to be dynamically sized? At the moment when you click on the action you get set size whether the template is small or large, so the former case you get wasted white space. And for longer emails you have to scroll, rather than the dialog window growing. Cheers Martyn