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We use the LDAP tool to set most staff up automatically but, we sometimes have to manually set up a user. I've noticed in most menu's where you can add a value from a drop down, you are allowed to add multiple items before having to save. When you try and add another value in the "Add to Organisation" under account information for a user, you can only add one org before having to save (if you add a second the first value get changed). Is this a defect or expected behaviour?

Are we updating Service Manager to build 977 or 979? Nasim

Sounds like a good idea - I would like to see this too. I know we can use the favourites but I'm not sure my customers would do this. Nasim

Thanks @Victor - I knew I had read it somewhere. I'll apply the patch asap. Nasim

Previously we have been able to change customer, but now we get the following error when trying - nodeName: API Call: Get Colleague Name; nodeId: 688c991b-449d-4801-a6b0-b4633b3b4e8a; At 543/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager:shrGetCustomerDetails] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ops/shrGetCustomerDetails): nodeName: Does Entity Exist: UserAccount; nodeId: c076a250-81fe-45da-934c-f2d36f939aa0; At 522/1: "Uncaught EspMethodCall:invoke: Operation[data:entityDoesRecordExist] No key value specified, unable to query record" throw(e); _fc_node_exec_c076a250_81fe_45da_934c_f2d36f939aa0" throw(e); _fc_node_exec_688c991b_449d_4801_a6b0_b4633b3b4e8a I recall seeing something about the latest version of Service Manager fixing something about this but I can't find the text now. I am going to update regardless of this but wanted to see if you have seen this error (screenshot attached) Nasim

Its been back for approx 20 mins for us - does this mean I can give the all clear? Nasim

Same for us!

Hi @David Hall, @Keith I'll be applying the patch next week so will report back what we find. Nasim

Hi Gerry Are you still on track to have the HUG on 28th June? Nasim

Hi @Gerry Thanks for the reply - yes its very true now we are in the cloud and have get the improvements with little or no interaction from us (the customer) which has great benefits. I think partly the issue is any change brings feedback (good or bad), also being IT we are used to controlling how updates happen (eg. Supportworks hardly changed in the 4 years we ran it) so its getting used to the fast pace of these improvements and not having control on when they are applied is something we have to get used to. That's the reason I think an interface change needed communicating - which I agree you did, but when I asked staff who raised this with me all said they hadn't noticed the countdown. Again I not saying everyone said this (we have 159 analysts) but the ones that did feed back all said the same thing - plus even I wasn't aware of the countdown as I was already on the new interface. As I'm the main point of contact for Service Manager, I wasn't able to inform staff of the new interface change. Hence my suggestion of a message on the new interface saying its going live too (plus a post on the forum). I always look at the Service Manager posts - not so much the other groups which do seem to have grown. This makes it more harder to follow changes but I appreciate its needed to allow for better organisation.

Thanks @Daniel Dekel This is helpful - but remember I was already using the new UI so wouldn't have seen this countdown on the old menu to warn staff of the change. Perhaps a message on the new menu (where it said "back to the old navigation") saying this was going live would be a "belt and braces" approach. But I appreciate its not easy to get the amount of communication about a change right (too much or too less you get moans). Nasim

Getting a lot of feedback on the new UI which I have been testing for a while but didn't realise had gone live in our instance on Tuesday - so I didn't info my team. Was there supposed to be some communication about the change? If there was I missed it, but I think for something as major as this it would be better to post something on the major groups particular Service Manager.

I'm trying to find out what is in the latest build update in Service Manager, there used to be a post when there was an update. Looking in the admin tool I can see there is an update pending for our instance (Build 956, but the text refers to Build 944) - is this were we need to look now.

Yes be great to get ideas bouncing around in a real time chat environment

Does the problem account have the correct roles assigned (eg. Self Service User, Basic User Role)? Worst case recreate the user (you may have to delete the old one if you want the same username - check to see if they have old/outstanding tickets which my be best to change the customer before you do this - then assign back to the recreated one). If you can wait probably best to let Hornbill check the logs and see what is happening. Nasim

We use SSO (single sign on) now, but before that we did use static passwords. I don't recall seeing this error but we have seen invalid sessions (but very rarely now), a couple of workarounds you could try: 1) Close all browser windows/tabs (even ones not relating to hornbill) and retry 2) Open Hornbill in a different browser if you have that option (eg. if you get the error in IE, retry in Firefox or chrome) Nasim

Thanks @David Hall Appreciate an update when you have this ready. Nasim

Is there a field code that returns the last update to the timeline (not from the owner), ideally I would like to include that in my current notification email. From: noreply [mailto:noreply@live.hornbill.com] Sent: 21 April 2017 17:15 To: Gani, Nasim <Nasim.Gani@brent.gov.uk> Subject: Request IN00074015 has been updated via email Request IN00074015 which is assigned to you has been updated by email - "I tried logging off/on and it didn't work" The bit in red is what I'm missing. Nasim

Is this affecting instances using Build: 954?

Please see an example of what Keith and I are referring too - important bit is the sender is noreply@live.hornbill.com From: noreply [mailto:noreply@live.hornbill.com] Sent: 21 April 2017 17:15 To: Gani, Nasim <Nasim.Gani@brent.gov.uk> Subject: Request IN00074015 has been updated via email Request IN00074015 which is assigned to you has been updated by email. https://live.hornbill.com/lbdigitalservices/servicemanager/request/view/IN00074015/ Kind Regards

Plus one from me too on this topic (notification from noreply@live.hornbill.com) Nasim

Makes perfect sense to me - good solution.

Hi @James Ainsworth This will be helpful, but would it be possible to think about creating a default/favourite queue. I know its not so important as you see all your assigned tickets with the "My Request" view but old habits die hard. Nasim

In our organisation we have a central queue where all general tickets start being worked on, staff check and assign to themselves. It would be useful if they could assign the tickets to themselves, perhaps to a default team (set under the analyst's profile). At the moment they have to assign to a team first (problem if there are lots of teams) and then select themselves.

Plus 1 for me - this is something we would like, a noreply@ mailbox.