nasimg

+1

Hi @Steve Giller , @Berto2002 I agree with Berto - I would like snippets in the updates. The flexibility of the snippet means analysts can create custom responses on the fly (or use shared ones). Having snippets doesn't stop the automations you are talking about but for Berto's examples I think Snippets is a better fit. Nasim

+1

I've got a report that gives me the following: Not sure if this will help - but I've attached it below ng-all-active-services-with-catalog-items.report.txt

Can the Services be reordered, at the moment the they appear in alphabetical order. Is there a way of changing this (without changing the name)?

Yes that works Nasim

No - thanks this looks good. I'll test and confirm Nasim

+1

Can we get the customer's text into the AnalystCustomerUpdateRequestNotification template, so when they update via the portal the analyst can see the actual update rather than just a notification "Request SR00757055 which was assigned to you has been updated by the customer."

Try the browser in private/incognito mode (or a different browser) - this allowed me to open the page correctly. Nasim

Actually working on my personal pc but not work laptop? Anyone else seeing this. Nasim

Same for me - just a blank white screen Nasim

@Ryan, @James Ainsworth Thanks - all good now Nasim

Not sure if this related but I can't open any progressive capture (or create a new one) since our instance was updated with ESP 3492.

+1

I've had a few reports from analysts reporting some of their teams are no longer visible today. Although the team is not visible in the drop down, the request are still visible in the request list. Turns out the scroll bar (on the side of the menu) is not active, the only way I can get this to work is to use the middle scroll on my mouse. I think this has happened once before but believe this behaviour has returned since the latest Service Manager update (last night for us). Scroll in this area with the mouse SCROLL BUTTON, allows the other teams to appear, then the scroll bar is active (if you come back later).

+1 in case we forget and use the new menu.

This concept works where you have a master ticket and use Activites, there is a setting to stop the request being resolved unless all activities are complete. Only issue we have is you need view the activities in a different location to the Service Request (unless the request is with you)....also you don't get an email notification of an activity being assigned to you (or your team). So if we could do this with linked requests I would say + 1 for us Nasim

+1 for me too

+ 1 for this

It doesn't look like Hornbill is going to do this any time soon so if you can export it, that would be great Nasim

Great you found the setting - I'm more interested as to why it happens. Some I can put down to errors in Hornbill (eg outages which caused BPM to fail) but others I can't although I have suspicion maybe do to ways we are using the API's outside Service Manager. Nasim

@James Ainsworth I've been meaning to follow up on @Michael Sharp idea on the persistent banner (per customer) which I see as essential for highlighting specific messages (disabilities) - any updates in this area? Nasim

Hi Gerry For us its for analysts in Hornbill, but we struggle to get them to use activities. Our joiner/ new starter process uses a lot of them (eg. email/ apps/ laptops etc) but I would take the notification that a task has been assigned as the main one we need. This should encourage use of the views for activities/tasks. Sadly this morning I received another message from our SD teamleaders saying they are missing deadline as they can't easily see the tasks, I'm looking to see whether we drop them in favour of separate SR's for each activity. Nasim

LOL - yes exactly 50 (I just tested it now)