nasimg
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Posts
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Enhancement Requests
Posts posted by nasimg
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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
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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
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Our instance is showing what I expected (unlike your one), so probably a localised issue.
@Martyn Houghton is correct, raise a support ticket.
Nasim
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@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
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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
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This sounds like a great idea +1
Nasim
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+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
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1 hour ago, Steven Boardman said:
@m.vandun we have a story which is planned and hopefully not to far away now, which will allow you from a parent ticket to apply an update to either all, or selective linked requests. This will allow you to apply an update to the problem record, which in turn will update the child Incidents. If the update is marked as customer facing, then the customers of the Incidents will receive an automated email letting them know their Incidents have been updated (so essentially like the cascading down of the resolution on closure of the problem, but with this it will be on manual updates to the parent ticket).
As i say this story is defined and planned, once we have a firmer date on this we'll update this post.
@Steven Boardman @Martyn Houghton I would like to see both these options available - so a big +1 from me.
Nasim
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On 8/9/2019 at 2:56 PM, dwalby said:
Could we have an update on Knowledge Centre development in general please?
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
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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
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Is this because they are going to the https://live.hornbill.com/XXXX rather than the https://service.hornbill.com/XXXX url?
Nasim
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@Ehsan can you see if we need our instance patched as we are running this build.
Nasim
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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
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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.
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@Daniel Dekel thanks I can confirm its uploads via IE are fine now
Nasim
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@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
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+1 for me too
Also is it possible to have a filter (like on the boards) for the Calendar view?
Nasim
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Darren it might be worth checking this post out
Nasim
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Services and Supporting Teams
in Service Manager
Posted
@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.