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@James Ainsworth Isn't something we want from linking the services - the ultimate goal is we want teams outside the normal supporting ones to be able to deal with specific requests. This is where customers have chosen the wrong service, or one supporting team needs to pass the request to one which normally doesn't.

Hi @Adrian Simpkins Have you tried the drop down in the search box Click on Details and select Timeline, which should include any updates with that text Nasim

@Keith Stevenson Can you let me know when the RCA is available, I need to add it to my major incident report before I can close it. Nasim

@Tina.Lapere Our instance is showing what I expected (unlike your one), so probably a localised issue. @Martyn Houghton is correct, raise a support ticket. Nasim

@James Ainsworth, @Martyn Houghton We have released our first attempt at a service catalogue and have run into the issue of supporting teams/service restriction almost immediately. Having multiple services and supporting teams is a great idea but when the customer choses the wrong one (eg. App not starting - is it an App or Network issue) is really causing negative feeling with the analysts and preventing adoption of this feature. Could this change be prioritised as I'm sure the wider Service Manager community would get great benefit. Nasim

We are using Known Errors in our Problem Management process and I've just tried to reopen on closed by accident and found the option greyed out. We have tried to find a permission that will allow this but with no luck - does anyone have this info? BTW I can re-open all other types (incident/ service requests/ change/ problem) Nasim

This sounds like a great idea +1 Nasim

+1 for better searching/sorting of results. I use the below tips when searching (although as Deen has already said it helps to use the Service) If you are searching for a customers tickets you can use "?" which will return all their requests using AND/OR between words should help too Use of " ", to find exact strings/ occurrences Even being able to export the results so I can use my excel skills to find the info would be a vast improvement Nasim

+1

@Steven Boardman @Martyn Houghton I would like to see both these options available - so a big +1 from me. Nasim

+1

Agree - this query crops up from time to time "we can present help/links with solutions" to customers when they are logging the requests on the portal. Nasim

@Ehsan smGetRequests does have the dates, but they are appearing in a different format - I'll ask @carlt to get an example Nasim

Hi @Dan Munns You haven't updated to build 1694 by any chance....

@Ehsan Has this latest update modified the way the smGetRequest API outputs the date field - we had some dashboards which have stopped working since applying build 1694. Nasim

Is this because they are going to the https://live.hornbill.com/XXXX rather than the https://service.hornbill.com/XXXX url? Nasim

@Ehsan can you see if we need our instance patched as we are running this build. Nasim

@Paul Alexander I think the default should be set "All My Services" as this has caught out our Analysts a number of times. A feature request to Hornbill? Nasim

Rather than checking "All my teams" (in the top screenshot) have you tried "All my services" - difference being the tickets are with Teams you are not part of.

+1

+1

@Daniel Dekel thanks I can confirm its uploads via IE are fine now Nasim

@Steven Boardman I was only thinking about free text (but probably useful to be able to filter by person/group). We have a change board (for CAB discussions) which shows all our changes (4 orgs), but we can easily filter on the relevant org. It would be useful to have a similar option on the Calendar so staff search for changes in the this view. Nasim

+1 for me too Also is it possible to have a filter (like on the boards) for the Calendar view? Nasim

Darren it might be worth checking this post out Nasim