nasimg
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Posts
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Enhancement Requests
Posts posted by nasimg
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I had this today, but seems ok now (on retrying). Also had reports from other analyst getting presented with the Log in button again after pressing it once - not having to enter any credentials but press it a second time (after which Hornbill opened as normal).
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Hi @Paul Welby
We got that email too (07/08/20) but have not seen any issues reported (customers or analysts).
So may be a local instance issue - hopefully one of the admins will pick this up (or log a support ticket).
Nasim
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While evaluating Live Chat we felt it would be good:
(1) To have the option of using it without the customer having to log into Hornbill first. This would help us where staff have a locked account (so can't login due to the link to SSO).
(2) Ability to update an existing request.
Regards
Nasim
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Is it possible to add a colour change (like for analysts) in the customers request list (via the Service Portal) when and analyst updates a ticket?
Nasim
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Hi Helen
Our instance looks ok - hopefully Hornbill will reply with a fix
Nasim
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+1
But also I would want the enhancement to resolving linked requests to include on-hold requests (so need something to take them off-hold).
Currently they are not resolved via the "Resolving this and linked requests"
Nasim
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Yes same for me, most of my reports have the csv option but the xlsx format ones give the same error
Nasim
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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
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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
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Thanks Steve
I'll pass this onto our developer and see if he can use the correct value
Nasim
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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?
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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
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If it helps I got reports of the issue at approx 12:25pm today
Nasim
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Thanks - I've raised support ticket, so hopefully your can see that
Nasim
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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
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I can't access Hornbill - all our subscriptions have disappeared from the Application Subscription list
Nasim
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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
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Notifications for Service Manager Updates
in Service Manager
Posted
Hi @Paul Welby
Follow the Announcements thread and you should get notified the day before any update is released:
https://community.hornbill.com/forum/135-announcements/
I use the email notification for any new items in the subjects (eg. Service Manager and Announcements) I'm interested in.