HGrigsby

Sorry the title should read ... Want catalog item hidden on portal but available from the intranet but could someone confirm if it is possible to have a catalog item only available from a web page and not the self service portal? thanks Helen

Hi We would like a catalog item to be hidden from the self service portal but available from a link via the intranet. Is this possible? Thanks Helen

+1 for us too.

Thank you @Steven Boardman that's really handy!

Hi @Steven Boardman We are really interested in this too

+1 And me too please

+1 - this is something we really want to be able to do, either to be able to select the manager or a colleague raising a request on behalf of

hi @James Ainsworth Just to add to this we did discover that the scheduled reports stopped running when we suspended the user's account, as a workaround I have un-suspended the account and the scheduled reports have started running again. I am wondering if it would be better to set up a user to handle the ownership of documents, libraries, reports and snippets Thanks Helen

Hi @Victor Did this ever go any further with the dev team? I have the same issue, I have disabled assignment for all members of the team but I can still assign to the team itself. You mentioned a workaround in your reply to Kelvin, is that still relevant? Any help would be appreciated Thanks Helen

Hi We would be interested in this change, it is something we have wanted since we first went live Thanks Helen

I'd find this really useful too, a lot of our team names are quite long and it is sometimes difficult to work out which is which! Thanks Helen

@Victor - yes it was

@Victor - OK I am now logging a support call

@Victor - Yes it is I am just logging a ticket with expert services for support on the request we had logged before. It feels like I am so nearly there but it just doesn't do the assignment which is one of the key parts of these requests.

Hi Victor It was a script that Hornbill produced for us as part of some expert services work we had done. It started with Bob, then Nadeem and then Conor, who sent us the final script which we have edited. That part seems to be working correctly, the tickets are logged at the time and days we specify, the only thing that they don't do is to assign to the team. Perhaps it would have been better to log a support call for this. Helen

Hi Victor Could you let me know exactly what you want and I will get it to you. Sorry not familiar with the terminology for this area. Thanks Helen

Hi We had some help last year to get some automated tickets logged using the API script. When the tickets log via the API they don't assign to the team, if I log one via the analyst or self service they do assign to the team. Anyone got any ideas? thanks Helen

Perfect - thanks Victor.

+1 for us too please - especially the place on hold

Hi I found this post as I was trying to rename a BPM having amended a copy of it. I followed the advice above and made a copy and added it to the service but I now can't delete the original either. I have always renamed them to X - whatever to send them to the bottom of the list and then removed them when I am sure I won't want to use them again. I have a job soon to tidy up the BPMs (and PCs) and remove the ones that are no longer used, am I going to be able to do it? Or can I change the access granted option so they don't show up in the list for me? Helen

Hi I have just been asked if it is possible to select a list of tickets and then put them on-hold, as in the original post. Is it or is it in the list of enhancements, it has just been pointed out to me that Supportworks could do it! thanks Helen

+1 - I have been asked about this a lot. Can we be added to this as well? Helen

Hi Thanks for coming back to me. I want an email to go out automatically to the external address when the ticket is updated. They are using Jira, I have the BPM set so it emails when a ticket is logged and this logs a request in their system and updates they make are coming back to the service manager incident. I know there is integration with Jira and have found a few articles but wasn't sure it would do what we want. Helen

+1 for us too. We have had to ask for information to be removed a few times already .

Hi We have a 3rd party handling some of our calls, I have an email going out to them when the ticket is raised, which raises a ticket on their system, their updates come back to us OK. I want an email to go out to them whenever an update is added to the ticket. Is it possible, and if so how do I go about it? Thanks Helen