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Tina.Lapere last won the day on June 23 2017

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About Tina.Lapere

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  1. Hi, Can anyone help with this please? Thanks Tina
  2. @Victor Sorry for any confusion. They need to be able to look at both incidents/service requests and the detail within (they are the ICT Manager) to check on calls and their progress when they want to. They also need to be able to Authorise/Reject certain requests but they currently can only do this if they have the 'Admin role' which I don't feel they should have/need. I'd therefore like to know what permissions/or role I need to assign/setup in order for them to continue to be able to do all the above without the need to be assigned the 'Admin role'. Thanks
  3. Hi, I'd like to know what role or even what permissions are need to be given to a full user/Analyst so they are able to authorise/reject activities against service requests please? Other than this task they only need to be able to view/update calls as and when required. At present they are part of the 'Admin Role' as this was the only way for the activity to appear. I'm really not comfortable with this given all the other rights that come as part of the Admin role. I'd be grateful for your help. Thanks Tina
  4. Hi All, I've been asked to find a way to record all our software details (No of Licences held, no used, renewal date etc) and also our other Contract details so that I can setup some form of reminders for it to notify us say a month or two in advance of a renewal so we have plenty of time to arrange it. Does anyone use Service Desk to record this information and if how do you do it as I'm struggling to see anything that does all the bits I need. Thanks in advance Tina
  5. @ArmandoDM - Oh yes so it is. That's perfect. We'll do the search within Mobile Device then. Thank you for your help. Have a lovely weekend. Tina
  6. @ArmandoDM - Basically yes. I'd like to be able to enter a mobile handset as an asset and be able to record the number that is assigned to that mobile in the 'Mobile Number' field. Then when I search for that mobile number in a general asset search I'd like the asset record to appear. I hope that makes sense. Cheers Tina
  7. Hi, I'd like to know if it's possible to make the Phone Number field within a new Mobile Asset searchable? It isn't currently. Thanks Tina
  8. @Steven Boardman That's perfect thank you. I shall have a look at that this week then.
  9. Hi, I've just been doing some reading around the 'Details' section of calls and how I can use the Custom fields to insert information from the Questions area (from a progressive capture) so that I'm able to report on it and I came across the following within the WIKI which refers to Service Request Configuration. Form Designer It is possible for you to define custom fields to use against each request type per service. Using the form designer you can edit which default fields will be displayed in the Details section of each request form, as well as add new fields, set field validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed. Does this mean that I have the full use of all the Custom fields per Service if I configure the details section via the Service? We've already used a couple of custom fields but these were setup when we first got the system and never setup or designed via the service but via a basic request so they are already showing as used when I explore the design option via a Service. I don't want to change anything until I fully understand how Custom fields work. I'd be grateful if someone can confirm how they work as I need to know for something now and as we have other services interested in using Hornbill in the future and I'm sure they will need to use Custom fields too. Thanks Tina
  10. Sorry just realised its the Questions section I'm looking/talking about. I'm guessing these are not editable? Would the only way to edit these be to put them into fields under details? Can the 'Questions' area be added onto reports? As I may need to be able to pull a report off showing these in the future? Thanks
  11. Hi, I've just gone to amend some call details for a call a customer has logged via a form we've manually setup on the portal but I'm unable to edit the details. I can if it's the generic Summary and Description form that's been used to capture the details but I can't for another others where we've designed our own form. This is an issue for the internal form I've created as I need to be able to fill out the details should they have missed them off or not known them at the time. Is this possible at all? Thanks Tina
  12. @Steven Boardman - thanks I've sent you a message.
  13. @Steven Boardman - Good question as ours are both the same :-P I've always tended to copy the value on the left. As they are both the same would it matter in this case?
  14. @Paul Alexander - thank you I can certainly look at this and see if it works as it would be a workaround yes. I haven't used the 'look at progressive capture answers' option before as we previously used a deprecated option which used to work. Hopefully someone from Hornbill will be able to shed some light on what I'm doing wrong. :-)
  15. Hi, Sorry for the long post but I need some advice please. We've recently amended a progressive capture to include a jump out to another new PC we recently built. This is working well and now we are trying to focus on the BPM to go without. Here is the PC so you get an idea of what happens. Because a service catalogue item can only point to one PC and BPM (which I totally understand) and we didn't want to set the new 'Access to colleagues mailbox' as a separate catalogue item for the time being (going to revisit it all when Facilities and HR come onboard soon) we are trying to amend the existing BPM to incorporate the fact that this new PC needs a more complicated BPM workflow behind it. This is the BPM we are working on: As we don't show the stages on the portal amending this for the moment isn't a problem. We've tried to add a decision node at the start of the BPM after asking it to look at the Progressive Capture Answers (which I now notice we are unable to specify which form it's to look at?) and then do a custom expression which looks like this: However it's not working and always defaults to the 'No Match' option. In the past I would be able to check to make sure it's looking at the correct form but as that's not an option I'm a little confused. It see the questions but I have to manually input the answers I expect. Is this not working because it involves 2 PC's (however I'm basing it on the answers to the first node before it jumps out)? I know the easy answer would be to separate it out however because HR and Facilities are interested in using the system and this is currently where people would request this sort of thing (we just need to refine the process) I want to wait and look at where it would be best to sit in the future. Any help gratefully received :-) Thanks Tina
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