James Ainsworth

Hi Luke, There was a reported issue with this but it has already been fixed and an update is available. You should be able to update to Service Manager build 1241 or higher to resolve this. Regards, James

Hi ShalilK The Hornbill Service Manager licensing includes the use of the mobile app. A full Collaboration user license allows the user to login through both the mobile app and the full client. Regards, James

Thanks for your post @carlt Just to mention that in our next update we are including a new option for cancelling multiple requests using the multi-select feature. We will continue to add to the available options on the multi-select component. You should see this grow over time so that it is similar to the actions that are available on the requests. I will raise a change for your particular requirement with the linking of requests. Regards, James

In the Administration Portal, there is an option under the Service Manager app titled Service Desk. At the moment all teams are added to this list. Eventually we will look to provide a way to specify one or more Service Desk under this setting and allocate the different teams to each Service Desk. This might also be a good place to include more controls of the visibility between teams that are part of the same Service Desk.

Hi Jeremy, Thanks for your post. On the Request List the available columns are currently those that are shared across the different request types. The Change Type is only available on change requests and is not currently available as a column. There are some other options for managing your changes based on the Change Type, but the suitability may depend on what your desired outcome is or how you plan to use these. Boards. One way is to use the Boards feature to list out and manage the different change types. This can provide a nice visual representation of changes as they move through their change cycle. Reporting. Regular scheduled reports can be a nice way to keep people informed about the changes. We do recognise that having more fields available in the request list will also help with managing information. We hope to introduce more options when creating Views that will allow for more control over the visible columns and the available information. Regards, James

Hi @JBasey I have added a change to our backlog for this requirement. I will update this post once it is closer to being available. Regards, James

We have completed the work to provide a scroll bar in the list of teams on the Request List. Provided that there are no further issues found with this, we should see this in the next Service Manager update. Regards, James

Hi Martyn, The main request list automatically filters out Cancelled requests in order to keep these out of the main list. However, with Views the default is to show requests of any status and allow you to add the conditions for which status of request you want to display. The Views is the one place that provides a way to access cancelled requests. Regards, James

I think I have this right, but correct me if I have misunderstood... When you start with a new service is it initially supported by all Support Teams, and all these teams can see the requests. When you add a Supporting Team, the requests for this Service can then only be seen by that Supporting Team. What you would like to have is the ability to add a supporting team, while maintaining visibility to all the other teams. I'm guessing that the assignment will be restricted to this one team, while the others are more like observers? Would the none supporting teams have a read-only view? Is this required for a single service or is your environment more of an open environment and there are no security concerns that all support staff have visibility to all requests across all services?

@lokent we would also be interested in getting a copy of one of the images that is causing a problem if that is possible. You can send it using the private messages

Hi @Paul Smith I've not set this up myself. There are some instructions on our wiki at the bottom of this page. Give it a try and let us know how you get on. James

Hi @lokent We still haven't been able to replicate the issue and so far not reported by other customers. There were some questions in our internal discussion on the file size and if they are too big, or maybe the file type is something that isn't on the allowed file types. I was hoping that you could get your hands on a mobile device that you can test on for us.

Thanks for the feedback @Paul Smith. I understand that my suggestion would not be a perfect solution and that there might be better ways to do this. Hoping that it might give you something to work with until more features are added to help your scenario. It might be interesting to see if you can get these reports published in a Document Manager library that you make available to them via the portal? This way you are still drawing them in to use the portal. Regards, James

Hi @nasimg There are a number of changes required in order to provide more formatting options for snippets. Some of these are in the works but it will be some time yet before we can look to enhance the email snippets. We have also considered having snippets available elsewhere. We do have hundreds of great ideas from our customers in our backlog and we do our best to prioritise and process these changes. This would be a nice features and hopefully we will see this too at some point in the future. Regards, James

Hi Paul, I was wondering, what type of interaction with the requests do these managers need for this service? If these managers are only looking for the list of requests and they are not interacting with them I was wondering if this would be an option... You can turn the Portal Visibility off. This would hide the service and the associated requests from all users on the portal but still allow you to subscribe them so that you can log the call against them on their behalf. If the managers are simply looking for an updated list of these calls and if they do not require any interaction (provide feedback, add manual updates, accept resolutions, etc), would a report fill the requirement?

Hi Alisha, I was wondering if you have tried saving the file with a slightly higher resolution. As this uses wiki markup, we don't automatically resize the image to fit the space. We only show the image as it is. However, before making it too big, you also need to consider the different screen sizes that your users use. The adaptive screen layouts may show some white space on a larger monitor, while users on small monitors/screens may not see the white space. Here is an example of the first screen of a New Starter progressive capture where I wanted to make it clear what the next set of questions were for and how long it might take to complete. To do this I did have to save my two separate images into one image and then change the size of my image for the best fit. Regards, James

@Josh Bridgens I have also added you to the change.

Let us know how you get on with setting this up @Alisha Regards, James

Hi @DeadMeatGF I've added you to the change. Regarding the criteria I hope to make it so that different criteria can be selected as I'm sure that each service desk will have a varied opinion to what a first time fix is. To begin with I plan on using options for no assignments to another member of the team, no assignments to another team, and to be resolved within X amount of time, or it was resolved before it was logged. I would always be interested in hearing other ideas.

This is an interesting idea. I will have a look into it. As mentioned, I'm not sure if it is possible at this point but maybe it is something we can investigate and provide in the future.

Thanks for the update @Jeremy. We are continuing to look into this.

@Dan Munns I was wondering if you have seen this video? It uses a combination of conditional fields along with images in Progressive Capture. I'm much more of a "Pictures" kind of person and when I see these I'm much more drawn to answering a question rather than just clicking next. The conditional fields also limits the number of fields displayed so that you are not giving the user too many thing to look at which are not needed.

Hi @dwalby I'm not sure if this is possible or if I understand correctly, but is your suggestion to allow for conditional fields, including custom fields, within the details section of a request? For example if the request is a Major Incident show fields X, Y, and Z otherwise keep them hidden?

Hi @chrisnutt As you have mentioned, there is a change in our backlog for us to look at options for allowing requests that have Connections to be visible to those connections on the portals. Even if the visibility is controlled through the Service or BPM, we have to have a way that a user knows that their information may be shared, in order to prevent any personal or secure information from going out unexpectedly. We have to be careful of our security models and make sure that we are not inappropriately exposing information to other users that we shouldn't. As mentioned by @Gerry this is not currently scheduled so mostly likely not something that will be available in the short term. The publishing of a problem record would be the current solution to provide information, however this would be visible to all that subscribe to a service and not restricted to a department. Regards, James

Hi @Alisha I'm still going to suggest my previous post. Using variables will allow you to branch to multiple progressive captures while only using a single switch process node. This would save having the complexities with multiple levels of branching and multiple decision nodes. Regards, James