James Ainsworth

Hi @akbrekka I just wanted to let you know that a fix has been completed for this issue. This fix will be included in one of the next Service Manager updates over the coming weeks. Regards, James

Hi @Lyonel We do have a change in our backlog for deleting multiple attachments from a request. I hadn't considered how a timeline post might look if it had 457 attachments included in the deletion. I will add you to the change and I'll also add notes about the concerns about the timeline. This change isn't currently scheduled so if this is something that you need done soon the change may not be with you in time. Regards, James

Hi @samwoo I've added you to the change which is for providing more search options within the request list. We normally only add one person from each organisation to a change so that we can see the interest based on the number of customers rather then individual users from the same organisation. I hope that makes sense. This change already has a high number of connected customers so we are looking at progressing this as soon as possible. Regards, James

Is it possible that your technicians have too many rights? The locking of the action items can be overridden by a user with a role such as Incident Management Full Access. Regards, James

Hi Mike, I will try to test this out to see if I can come up with a solution. There was a change also added which will provide a global setting for enforcing the closure category selection but this work is not currently scheduled. Regards, James

Hi Mike, Are you comparing the Logged On date to the Resolution Target? The start of the timer for the Resolution Target does not necessarily tie in with the Logged On date/time. This will depend on where you have this in your BPM Workflow. Like in this workflow, it has been set up to fulfil the response first and only after that does the resolution timer start. However, you could have them both start as soon as the request is raised if you wish. Let us know if that helps. Regards, James

Hi @dwalby We do have a change in our backlog which will look at the inclusion of a link to an FAQ in the resolution. I'm hoping that this will help. I'll add you to the change and we will post back here once it is scheduled to be worked on. Regards, James

We have managed to identify a particular scenario within Progressive Capture where on the Services Form, if you have multiple Request Catalog Items available and these are defined against different request types, if a user clicks on more than one of these Request Catalog Items prior to selecting Next, in some circumstances the request type of a previously selected Request Catalog Item is stored and used rather than that last Request Catalog Item selected. A fix has been provided for this particular scenario and will be available in the next update. We can't say yet whether this is the exact same issue that has been reported and if this fix will prevent this from happening again, but it does sound promising. Once this is available we will be interested to hear of any more occurrences of the wrong request type being raised or better yet if you feel that it is no longer happening. Regards, James

Hi @dwalby I'm not sure if this would help, but have a read here. That link also contains a video that describes how Published Known Issue work. We are also working on the ability to show related known issues to a portal user as they are raising a request. Still some time yet for this feature to be completed, but this too may help once it is available. Regards, James

Thanks everyone for all your posts. We have had some great feedback and we understand the need to provide more search options. Because of this we have brought forward some additional improvements which we hope to start work on soon. This will include some new search options within the request list and we are hoping to complete some other work on the Global Search which is currently active. We will keep you posted as this progresses. Regards, James

Hi @Paul Alexander I just wanted to let you know that second part to this requirement for using this with the Place on Hold operation in Service Manager has been completed and is now available in the last update. The image below shows the variable used in the Integration Call and then how it is applied in the Update Request -> Place On Hold operation. Let us know if this helps. Regards, James

Hi @dwalby At the moment the default forms for progressive capture can not be changed. We are looking to have options similar to BPM Operations to provide a bit more flexibility in setting these up. Nothing scheduled at the moment. Regards, James

Hi Martyn, The change for this requirement has been put forward and is in a queue to be moved over to development, but not currently scheduled. Regards, James

Hi @Martyn Houghton No update at the moment. I'll have another look to see what options we have. Regards, James

Hi Martyn, The change from the original post is still in our backlog. This change is not currently scheduled for development but we will continue to review this. Regards, James

Hi @akbrekka Thanks for your post. I'll get this looked at. You are right that when an owner views a request on the mobile app, it should change the colour of that request in the request list. Regards, James

Hi @HGrigsby We have now started our initial development on this. Our first area we are looking at is providing multiple size options for the Service icons. We are also looking at the number of icons displayed to possibly be more dynamic so that on larger screens, more icons can show. It is still very early in the development to know how long it will take and what we will be able to achieve. I'll post back once I have some more information. Regards, James

Thanks for the post @Keith. Victor was looking out for you and had already added you to the change as a result of an earlier incident that you had reported.

That's great news @Michael Sharp. Thanks for the update.

Hi @DeadMeatGF My first thought would have been suspended due to failed logins. I'm not aware of anything else that would change this automatically. I'm afraid don't know enough about SAML to know if something can occur between the identity provider and Hornbill that would cause this while you were having this period of difficulty connecting. I will make sure that the team are aware to see if they can provide any further feedback. Regards, James

@DeadMeatGF I wonder if the below post would be of any interest or help with the situation while this is being looked into. It may however only really apply to the Timeline entry visible to the customer in the portals and not in the resolution email. In this case the it was mentioned that they didn't want the 'No Category Selected' on the Resolution Timeline entry displayed to the customer.

Hi @yelyah.nodrog Seems that there is a supporting release of the Administration portal that we are still waiting for. Administration build 759 and newer will include this and should be with you soon. Regards, James

Hi @yelyah.nodrog I just wanted to let you know about this latest update which includes the following It is now possible to set a report output orientation (Landscape or Portrait) only available for PDF file output. Regards, James

Hi Michael, Thanks for your post. I'll look into our options for having a similar setting to enforce request category selection before resolution, similar to the closure category. There are some existing options that may help. Enforcing a category selection when a request is first raised or soon after when the request is being assessed, you can use the suspend feature in the BPM. In combination with this you can use the Action Lock to lock out the resolution until the category has been selected. The advantage of this is that you can create unique scenarios for different types of requests or requests belonging to different services. The problem with the setting similar to the closure category is that it is global and is applied to all requests. There is a video that describes the Lock Actions here Regards James

Hi Joyce, Thanks for your post. Up to now, the change calendar has only focused on scheduling Change and Release Requests and you are unable to add Activities to this calendar. The plans for the change calendar include blackout periods and possibly some more visibility of conflicts between changes. There has also been consideration on having the activities associated to the changes listed here. I'm not sure if we would move away from having this as a change calendar to a more generic activity calendar. We are also looking at having individual calendars on Assets for scheduling things like maintenance. The Activities View in collaboration is currently the main location for displaying Activities and we are looking to improve visibility of team activities which you might need for your requirement. You may find that having activities on your changes and the activities for your maintenance could work well on the Activities View. I will see if I can get some more details about this. Regards, James