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nasimg last won the day on July 24 2018

nasimg had the most liked content!

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About nasimg

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    Senior Member

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    Hornbill Supportworks, Service Manager, ITIL, Change, Problem, Servicedesk

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  1. Yes same for me, most of my reports have the csv option but the xlsx format ones give the same error Nasim
  2. I've noticed some good improvement to snippets (with the ability to change owner and use in resolutions). An analyst has requested the option to attach word files to his snippets - is this something others think is useful? Regards Nasim
  3. Update - our developer now uses userGetInfo id to replace what the customer has entered (so we get the correct case). Still surprised it causes Hornbill a problem. Thanks for you speedy response @Steve G Nasim
  4. Thanks Steve I'll pass this onto our developer and see if he can use the correct value Nasim
  5. We have an issue with requests created via the API (customer complete a web form), in some cases the user is prevented from viewing those calls in the Hornbill service portal - they get "You do not have permission to view this request". The issue appears related to the case of the email they specify, which we use for the customer userid of the call. The case needs to match that of the Hornbill user id e.g. if the user id in Hornbill is First.Surname@domain.co.uk and you create the request making the customer first.surname@domain.co.uk, they won’t be able to view that request in the portal. You can manually change the customer in Service Manager and that fixes the error. Users are added to Hornbill via the LDAP tool which just pulls the data (and the case of the userid) from AD. While most users are set up in AD with lowercase userid, there are lots that aren’t Is there anything we can do to get the correct case before creating the requests e.g. an additional API call to ascertain the user id case?
  6. Note our customers can't raise any requests (we only use the Service Portal) - they can log in but all the services are missing. Nasim
  7. If it helps I got reports of the issue at approx 12:25pm today Nasim
  8. Thanks - I've raised support ticket, so hopefully your can see that Nasim
  9. No I haven't updated but our subscription utilisation is showing 0 (I've tried to add myself back but no joy) This is under Home>Applications>Hornbill Service Manager > Application Subs Nasim
  10. @Ehsan I can't access Hornbill - all our subscriptions have disappeared from the Application Subscription list Nasim
  11. Hi @Martin.bowman This has been asked for in different post - eg. some sort of ordering/filtering but I agree if it was displayed in the request list format that would be perfect. You could sort/export the data and find things more easily. In the short term I would suggest you use the Advance filter (against "All myservices" view). Nasim
  12. @Jamie Talbot Perfect exactly what I needed - and a +1 for changes and problems. Nasim
  13. Hi @David Hall; @Jamie Talbot Just wondering if there is a setting to add attachments automatically to Incidents and Service Requests when getting autoresponder email updates. Nasim
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