James Ainsworth

Hi @HHH Yes. It will remove all of the full user roles. To show this, I did a quick test by creating an Auto Task that contained a single node for updating a user account. I set the user type to a basic account, and ran it from a custom button on a request. Before: After:

I've tested using your span tag with a task created from a workflow and it seems to be working for me.

Hi @will.good Thanks for your post. Yes, we had already taken note of this from some other feedback. It is something that we are looking to include. Most likely it will be in the new year.

I've copied and pasted your span tag into a few places and it seems to be working for me. It there a particular field where you are adding this tag that isn't working that I can test?

Hi Adrian, Is there a particular field where you are using a spellcheck? We don't include a spell checker. I believe that where a spellcheck is available it is just using the browser's spell check.

Hi @EWA In the mentioned Schedule Request document there is a section that explains how to access this feature. At the time of your original post, this feature wasn't available. However, you may have been using an older utility that was available outside of the Service Manager app that provided something similar. I'm hoping that you have had a chance to review the new scheduled request feature. Let us know if you have any questions.

You're welcome. You need to keep in mind that the Employee Portal is really designed for supporting end users and not for a full Service Manager user to manage the requests that they own. As a request owner, viewing the request in the Employee Portal, you will likely come across other limitations.

Hi @Jim Thanks for your post. I have done a few tests and so far I've not been able to replicate what you are experiencing. These fields appear to be populating immediately for me. However, the load in my environment won't be as much as yours. Could you let me know if this is a continuing issue. It is possible that there was something at the time you were looking at this that was creating a performance issue. If this continues, as a Premier Success customer, you may want to raise this directly with Hornbill Support.

When you are creating these changes, are you setting yourself as the customer? The Employee Poral will only show you requests where you are the customer or connection. The Employee Portal will not show you changes where you are the owner or the person that raised it.

Hi @will.good Thanks for your post. It isn't currently possible to stop snippet creation. Snippets were originally released as a feature for individuals to help with data entry. A little like a permanent clipboard. The ability to create shared snippets came much later. We don't have anything in the backlog to include additional rights and roles for snippets, however we will keep this in mind in the future.

Hi Jim, Thanks for your post. I believe that your query doesn't return anything because when using NOT IN, each result returns NULL and with a NULL value nothing gets displayed. Try this. SELECT h_user_id FROM h_sys_accounts WHERE NOT EXISTS ( SELECT NULL FROM h_itsm_requests WHERE h_user_id = h_fk_user_id )

Hi @Llyr The first place I would look is the following setting. Could you let us know if you have this setting turned on?

Hi @Gareth Cantrell Thanks for your post. From the above linked thread, we had already raised a change proposal that is still in our backlog. I'll add your interest to the proposal. Despite it being raised some years ago, we have kept it in the backlog and we will continue to review this and other change proposals that have been raised. As you had already posted in the other thread, I'll make a note to add any progress with this requirement to that thread.

Hi @JJack If you are being notified about an individual that needs changing, could you incorporate this into a process? You could create a request catalog entry that drives a capture and workflow for processing these. Below is a screenshot of an automation that changes a user from basic to full. There are also options for adding and removing roles. Let us know if these help.

Hi Andrew, I have put through the idea of a hover-over popup on the requests widget that shows the first x characters of the description as a change proposal. We do get hundreds of great ideas each week and unfortunately we can't to commit to each one. I will always look to see if there is something currently available that can be used immediately. I was first suggesting that the summary can be appended with some key information. This could be the first few words from the description, or the request category. I do see that the amount of space available with the summary is limited as seen by the highlighted areas, but that can be increased by making the widget span all 4 sections.

Hi @billster Thanks for your post. As a user can be a member of multiple companies, this type of membership wasn't used as a way to associate a user to a company page as it couldn't be determined which page to show. Instead, what is required is to set the Home Organisation on the user's profile as highlighted in the screenshot below. Let us know if this is what you are looking for.

First Time Fix can be a good place to start. If tier 1 support are driven by this key performance indicator (KPI) it can reduce the number of requests that get escalated to tier 2.

Hi @MacLean Ferguson I believe that there are a few options that are currently available that might help. Automated escalations on a service level target can play a big part in this. If you look at the full response and/or resolution target that has been provided or agreed on, you can divide this time up between teams. For example if you have a 2 day resolution target, give tier 1 support 1 day to fulfill the request after which time the request is escalated to tier 2. This escalation can be done in two ways. It could be a simple notification to tier 2 or it could be a reassignment to tier 2. It could also be a combination of the two. It may start with a notification to tier 2 to give them a heads-up that it may be coming their way, followed by a reassignment. Introducing First Time Fix (FTF) criteria can be a good way to encourage tier 1 support to resolve an issue before it gets escalated to tier 2. A key performance indicator for tier 1 support should be FTF. There is a table that tracks team reassignments that can be used for reporting, but it may not tie together the timing between hand over and failing a target.

A fix to the renaming of a workflow has been included in today's ESP release.

I believe that you can create a new role that has a privilege level of User that has the Manage Email and manageEntityEmailTemplates rights added to it. However, it does also allow for other configurations within Email, as seen in the screenshot below.

You might want to raise a support request directly with Hornbill Support. At the moment the only thing that I can guess at is that here it looks like you are updating the content of the card with something from the request to do with risk information and maybe the card content is not large enough to hold what you are trying to copy in. It is difficult to say without access to your data.

I can't see any reason why your workflow would change behaviour from adding this one node. As you are a Premier Success customer, you might want to raise a support request directly with Support so that they can have a closer look.

@Berto2002 There is a potential fix being included in the next Service Manager update which is currently scheduled for next week. As you mentioned, there were a few other customers with similar issues. Once the fix is available we hope to confirm with each customer that is has resolved their scenario.

Hi Craig, I believe that the error message not showing is one of the UI issues. Development have found a couple of issues around this which will be made available on the next update. These should be referenced in the release notes once released.

It is interesting that it is labelled 'Catalog Item' as the default translation is 'Service Request'. The translation string is guest.page.widget.search.service-request which can be found in the User Interface Translations