James Ainsworth

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.

Are you listed as their manager on their user profile?

Hi @Lyonel I'm afraid that I'm not aware of any quick-fire way of doing this. I wouldn't recommend doing anything in SQL. If this is referring to the custom questions in Progressive Capture you may be able to create a few base custom question forms that can then be copied to other Progressive Capture flows and then tweak each one as needed. James

Hi Tina, You may want to start with removing the teams that will no longer be used from the list of Supporting Teams from the different services. After selecting a Service in Progressive Capture you will only be able to select the supporting teams for assignment, so once removed from the Supporting Teams list you shouldn't see them when assigning against a service. This will give you some time to review your BPM workflows to make sure that these teams are no longer being used anywhere. Support Staff will still be able to select and view these teams from within their request list, but this will allow them to complete or reassign these requests to the new team. Once the requests from the old teams are all closed or reassigned and your workflows are updated, you should be in a position to delete these teams. Keep in mind that on the request list support staff can only see requests that are either assigned to their team or to a service that they support. To access historic requests assigned to the old teams, they will need to make sure that their new team supports the Service that the historic requests where assigned to. There is a change that is currently being worked on. I'm not sure if it will be there on time for you to take advantage. This is in Administration under Home->Service Manager->Configuration->Service Desk where you can go into each team and disable assignment. At the moment there is a requirement to have at least one user available on each team, but this is about to change so that you can disable assignment to all users for a team and when this is done, the team will not be visible for any assignment. This is possibly two to three weeks away from being available. I hope this helps. Let us know if you have any questions and how you get on with this. Regards, James

Hi @Dan Munns This is not in the development queue as of yet. I believe this to be relatively minor so it may be possible to have this worked on for one of the up coming updates. There are a lot of feature requests from our customers so we do have to balance out our backlog and not have too many changes jump the queue ahead of much longer standing changes. I will be sure to let you know once we are closer to having this available. Regards, James

Searching for Requests in Service Manager Hornbill's Service Manager offers a number of search features for locating requests held within Service Manger. These include options from using simple filters to creating complex search conditions. The Global Search located at the top of the browser is always available no matter which Hornbill app you are working in. A combination of a text search, search tools, and advanced operations provides the flexibility needed for fast results. The Request List in itself contains a number of easily accessible options such as the Quick Filter located on the Request List tool bar. As this works within your request list, options such as sorting and exporting your results are also available. There may also be a need for a more complex search to find something very particular whether it be a single request or a group of requests. For this we have the Advanced Search. A wide range of criteria can be selected to build different conditions for your search. Now you may find yourself searching the same criteria over and over again. If this is the case you are able to save your Advanced Search as a View. This will then be available in your list of Views to be used when ever needed. One additional feature for searching requests can be accessed from the keyboard using the Shift+Ctrl+F key combination. No matter where you are in Hornbill you can access this search where you can can enter a full reference number and open the request.

Hi @lokent Nothing at the moment to update. I will schedule a review for this change to see when it is likely to progress. Regards, James

The advanced search does not use the filter options such as My Requests. It only uses the text filter on the left to help narrow down your results. The only restriction on the results when using the Advanced Search is the Service and Team membership where you won't see in your results, any request that is not assigned to one of your teams or a Service that you are supporting. This should be the same in the Global Search. After you click the Search button on the Advanced Search you will notice that none of the filter options are selected (displayed as grey) indicating that none of these are being applied to the results. The loading of the requests in the request list is done in a way that manages the performance so that long lists of requests will not take long to load. I hope that helps. Regards, James

Hi Joyce, Thanks for your post. These are the option on the Resolve By Sorry if I have not understood, but does the before x days provide what you are looking for? Regards, James

Hi Paul, This notification I believe is specific to Project Manager. The 3 days ago link will take you to the text where you were mentioned. I'll ask about the link to the actual task. Regards, James

@Lyonel Thanks for your post. I really enjoy seeing this type of insight. It certainly helps to make things clear and helps with defining the requirements around this feature. And thanks @Giuseppefor adding to it. There are some good suggestions that might allow us to progress this a bit further. I may look to ease this in with a few separate small changes. I will keep this post updated with any progress made to this change. It is currently in our backlog and not in our development queue, but I will continue to review this. Regards, James

The Global Search works on relevance, a bit like Google. There are no options for sorting. However, if you are looking for further filtering and sorting I would recommend using the Advanced Search on the Request List.

Thanks for your post. We do have a change in our backlog to provide a link in the Timeline entry to open the attachment. I'll update this post when this is closer to being available. Regards, James

Hi @HGrigsby Where are you doing your search from? If you do this from within the request list using either the filters or the Advanced Search you will be able to sort on any of the available date fields. Regards, James

Hi Paul, There were some changes done to some of our APIs for performance improvements which changed the behaviour here. We have reverted this particular area and you should find that the search will behave as it was after the next update to Administration is applied. Regards

Hi @dwalby I just wanted to let you know that there has been an update for this requirement. Already available is the ability to access the Site data from a User's profile page. If a user has a site associated to them under the About tab, this will now be a clickable link which will show the details of the Site. We have also completed some work on the request where the Site that has been provided in the description of a request will also be a clickable link that will open the same site form. This is a couple of Service Manager updates away and should be available over the next few weeks. Regards, James

I've responded on the other topic related to this...

Hi @chrisnutt We do have the change in the backlog for this. The challenge comes with the display of the column heading so that it makes the information in the list meaningful. For example if you had the field customA used to contain 10 completely different pieces of information for 10 different services, how do we display the heading of the column so that the user understands what the information in that column relates to. As the custom fields can be configured per Service, it might be that we provide the visibility of these custom field columns when viewing requests only for that Service. It is something that we will continue to investigate and look for solutions. Regards, James

Hi @Lyonel @samwoo We still have this change in the backlog, but it has not reached our 90 day development queue yet. I would still like to ask again about visibility and sharing of data. Putting yourself in the shoes of an end user, if you raised a request with a support desk you may do so with the thought that your communication is between you and the support desk. You may enter information that you may not want or expect to be shared with your co-workers. Despite the desire for the Service Desk to share this information, it may not be the desire of the end user to have their information shared without their knowing. I am looking at an approach similar to the publishing of a Problem or Known Error where you can add a customer facing description and publish an Incident which could then be displayed to Connections. My feeling is that it would need to exclude any information about the original customer. Then there is the Timeline. A customer may need to know that their updates on the Timeline may be visible to their co-workers (or contacts from other companies if you are doing external support) I would be interested to know what are the limitations/challenges that make the use of a published Problem in these scenarios not workable? Please continue with your feedback which will help provide more information for the planned change as it progresses. Regards, James

Hi Michael, Thanks for that. I'll keep that in mind. James

Hi Michael, We have considered adding it either to an existing Action or create a new Action on a request for this. However, just adding a setting for now will be a faster solution and we can look to have the category added to the Actions later on. I'll let you know as this progresses. Regards, James

Hi Paul, I've noticed this too. I will ask if there was a reason behind this change. James

@DeadMeatGF At the moment the change is planned to just have the ability to turn on email notifications to customers for updates that are set with the visibility of Customer. We will also look at options for a customer to opt out of these notifications. Like many of our features, we will usually start with a base feature. After a feature has been used by customers and we have been provided some feedback, we then look at additional requirements that can be added or improved. Regards, James

Hi @Martyn Houghton I'm afraid that there is no movement yet with the feature. I will review the change and get back to this post when I have an update. Regards, James