James Ainsworth

Hi @nasimg Thanks for your post. In my view, if a menu extends past the visible screen and the teams at the bottom of the list can't be selected, then this is a defect and it will be addressed as such. When it comes to the number of teams, personally I have always expected there to be much more than 20 teams. My thoughts were more toward a single person being part of 20 teams, but your mention of managers and team leaders implies that these are the cases where this might be an issue with this list. Hopefully providing a scroll bar on this list will help in this one area. We have just completed an update to the Available for Assignment option that is available within in Administration under Service Manager->Configuration->Service Desk. Previously, you had to have at least one person on each team available for assignment. This restriction has now been removed. This means that you can create one or more Manager Teams for which non of the members can be assigned requests and the Team will not be visible on any of the assignment options. This way a Managers team can be assigned to a Service which in return will provide visibility of all the teams that support that service, without the manager having to be added to each team. This will be available in one of the upcoming Service Manager updates. Another area that we are looking at is providing the ability to have multiple Service Managers/Owners assigned directly to a service. This way they would have visibility of the all the teams that support the service along with all the requests, without having to be added to a team. Is there a particular area that you are referencing when it comes to copy a user's team and add all options? Regards, James

Hi @Claire Holtham Out of curiosity, despite the user ID being unique, I was wondering if the Handle field on the archived account was the same as the Handle on the new account? Regards, James

Thanks for your post @Martyn Houghton The Auto option for Round Robin may have to be done in the same way as the team assignment. It is possible that on the Round Robin assignment at a request may not have a team assigned yet, so using the team on the request may fail. I'll investigate to see what we can do. James

Hi @Giuseppe Iannacone The Grouping of nodes using the Group feature should not break any connections. It might be worth providing a screen shot to show the nodes that you are trying to group together. Is it the parallel processing that you want in a single Group node? There is a BPM Operation for creating other requests from a single request. This can be used as an alternative to having one request with the task for all the teams. I think that either way can have its benefits. Having multiple requests may result in a little less visibility of progress can control which is the nice thing about using tasks within a single request. We will be adding additional requests types that can be raised automatically from the BPM which would also allow for changes or problems to also be raised. I hope that helps. James

Nothing planned at the moment @Martyn Houghton. We are just finishing off one small change to the assignment setting on the teams where you currently have to have one person on a team enabled for assignment, you can now exclude all users on a team from assignment, and when this is the case the team will also not be available for selection in Progressive Capture or manual assignment from within the request. This may allow you to move your team leaders and managers into their own team and not have this team visible when assigning. This should be available over the next couple of Service Manager updates. Regards, James

Hi @Jag Thanks for your post. There are a some different levels of reporting options available to you. You can simply start on the Request List and use the Views or Advanced Search to collect the data that you need. Once you have the list of requests that you are looking for displayed on the Request List you can use the Export feature to have these put into a CSV file. There is also a Personal Dashboard available from the Request List which is made up of charts that are configured as part of the Views. There is more advanced reporting available by accessing the Administration portal. One of these is the basic reporting which @Dan Munns provided the links for. These reports can also be exported to CSV format. There is also the Advanced Analystics. I hope this provides some help toward starting your report creation. Regards, James

Hi Stuart, I was wondering if the update to Service Manager 1228 has helped at all? Regards, James

Hi @Daniel Nespoli We are also looking to define more rights which will provide a greater separation between actions done in Self Service to actions done in the main Service Manager view. This work isn't currently schedule to start yet, but hopefully we should see some movement on this before too long. I've added you to the change and linked this post so that we can update you once some progress has been made. Regards, James

Hi Dan, You have possibly already had answers to some of you questions above from Hornbill Support on the raised incident, but just wanted to follow through in any case. The version of the platform and all other installed apps can be found by selecting the 'About' option under the Profile Menu in the top right of the Hornbill tool bar. I had forgotten to mention previously about checking the version of Service Manager, but I can see that you applied the latest update today. Hopefully that has cleared up this particular issue. Regards, James

Hi Per, There is some current functionality that provides this for full subscription users. Assigned assets are visible on the user's profile. It is likely that this will also made available as part of the portal at some point. Nothing scheduled at the moment however we will look at having this in our backlog as planned work. Regards, James

Hi @derekgreen My first thoughts would be to look at changes to your network environment. If the configuration in Hornbill has not changed, and it can no longer connect with ADFS, it is possible that something has changed in your environment. Please post back if a solution is found or if this is still occurring. Regards, James

Hi Dan, I don't have access to your system so unfortunately I'm unable to access the mentioned request. Can you confirm that the Platform build 2913 or greater had been applied when this latest occurrence took place? This will depend on you maintenance window when the update is applied. Regards, James

Hi @derekgreen There was a platform update just released (Hornbill ESP Build Number: 2913). This update will be automatically applied to your instance. It is possible that a correction made in this update might also help with your reported issue. From your Profile menu in the top right of Hornbill, you can access the About information which will show you the current platform build. Please let us know if you are still experiencing this after 2913 or greater is listed here. Regards, James

Hi Alisha, Thanks for your post. I'm thinking that you are referring to the Labels on the provided default forms, but might be worth posting a screen shot so that I can make sure we are talking about the same labels. Regards, James

Hi Dan, There has been a new release of the platform (Hornbill ESP Build Number: 2913). This will be applied automatically to your instance. I'm not aware of any particular fixes directly related to the error that you have posted, within the build, but I would be interested if you are still getting the error message after this has been applied. Regards, James

Thanks for your post @Gary@ADL For these incoming emails, after this initial auto-reply would go out, would you want the email to be processed automatically using the routing rules or are you manually processing each email? Or do you plan on archiving the original email after the auto-reply go out instructing them to use the portal? Regards, James

Hi Dan, Out of curiosity, the requests where you see this error, do you know if they were they raised automatically using the routing rules? I don't believe that there is a way that you can currently remove a group of requests from a Board. We have some plans around this but nothing that will be there to help in the short term. Regards, James

Hi Dan, Just to confirm that in your BPM that has the error, you have not included any nodes for Boards? Whether that be adding, moving, or removing? Regards, James

Hi @Dan Munns I just wanted to let you know that we have completed this work and it will be made available over the next few weeks. Regards, James

Hi @Martyn Houghton We have added the ability to type in a time on the On-hold form. This will become available over the next few updates. Regards, James

I just wanted to update the status of this requirement. We have released a new setting that allows you to select which actions on the requests are available when the request is on hold. This setting can be found in Administration under Home->Service Manager->Settings. The setting is called app.com.hornbill.servicemanager.request.onHold.actions. The selected actions are global to all requests. I hope this helps. Regards, James

I just wanted to update the status of this requirement. We have released a new setting that allows you to select which actions on the requests are available when the request is on hold. This setting can be found in Administration under Home->Service Manager->Settings. The setting is called app.com.hornbill.servicemanager.request.onHold.actions. The selected actions are global to all requests. I hope this helps. Regards, James

Hi @samwoo We have released a feature in the last update that lets you set/change the colour of the unread requests which by default is a light yellow. This is done through a Service Manager application setting webapp.view.ITSM.serviceDesk.requests.list.unreadColour I hope this helps. Regards, James

Hi Martyn, I just wanted to follow up on this post to let you know that the additional filter for the Service Category is now available. Hope this helps. Regards, James

That is great news. Well done for that.