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Hornbill Developer
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Ryan last won the day on August 29 2017

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About Ryan

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  1. Ryan

    Customer Feedback Chart

    @SJEaton When closing a request via the BPM, the system was incorrectly setting the rating to 0. This is where all the 0 values are coming from. If a user provides feedback, then it would have overwritten the 0 value. I think it is safe to assume that they are the same as "not set". Ryan
  2. Hi Sam, Had a look at the printing template, and there is an issue. Custom Fields are included in the Details section, using the default system level translation string for the field. A question for this request has been mapped to a Custom Field, so it has been printed out, and the translation string for that custom field on your system has been used. The user is not seeing information related to another request. The print template needs to take into account the Service Level request configuration for fields to display and translation strings (your other screenshots) but is not. I will raise an issue for development to look at Ryan
  3. Ryan

    Reporting issue

    Hi, It looks like you are using "Value is not equal" with multiple values. I will raise this internally, but I think you should only be able to set 1 value when using this type of filter. What is happening, is it is using the first value, and creating a filter of Service Name != 'Estate Services' and ignoring the filtering of Security. If you change "Value is not equal" to "Value is not one of these" then it will create a filter Service Name is not in ('Estate Services, 'Security') which will exclude both of these Services. See if that helps, Ryan
  4. You said you would like a text search on the Apply Email to Request form. Do you mean that you would like a free text search to match on the Summary / Description of existing requests? Instead of only being able to use the Request ID? Thanks, Ryan
  5. Ryan

    Small Email window

    Hi Mark, Yes, we are aware of the issue, and it has already been fixed in the next Service Manager update, which is aiming to be out later this week. Thanks, Ryan
  6. Hi Nasim, Sorry for not getting back to your question earlier. This has been discussed internally, and at this stage there are no plans to apply the autorefresh to the current boards. The boards component may be replaced, and I would hope this functionality will be part of the new component. Thanks, Ryan
  7. Ryan

    Requests - Locking and unlocking actions

    The request for this issue has now been resolved. The BPM will now trigger an event to refresh the request details without waiting for a timeline entry. This will be in the next update - build over 1013
  8. Ryan

    Requests - back arrow from Timeline View - Page not found

    This issue has been fixed in the latest update of the mobile application. Ryan
  9. Ryan

    Feedback on FAQ's

    Hi Paul, Currently the helpful/unhelpful buttons are the only method for the user to provide feedback regarding a FAQ. Ability to provide comments on a FAQ could be a useful feature. Ryan
  10. Hi, This is expected behaviour. The current organisation structure only allows a user to be associated with a single organisation. That is why the first value is replaced by the second organisation, as it is assuming you are updating the value. Ryan
  11. I have had a run through, and everything appears to be working correctly. In your screenshots, the field h_custom_a appears blank. This is the field it appears to be be setup to add the value into in the right hand pane. However in the middle pane, the text not being replaced is h_custom_1. Is your email setup correctly? Has there been a change in fields from custom a to custom 1? What field is setup to be displayed on the request details? Ryan
  12. If the user has the Service Manager Application Right A "Restart BPM Process", then when viewing a request with a failed bpm, a restart icon is displayed to the right: I do not think any of our roles have this right by default, so you may need to create a role, and assign it to those users requiring this. Thanks, Ryan
  13. Ryan

    Service Desk - Enable Assignment

    Hi @Kelvin This is an issue where the validation is only checking the current page of results. A defect has been raised with the Dev Team. Ryan
  14. Ryan

    Self Service Portal - Site disappearing

    Hi, There is a problem when updating the category of a request. This has been investigated, and a fix is awaiting release. Ryan
  15. Hi @Alex8000 I have added the image to the ticket. Ryan