clampj

Hi Victor No all our assets have different machine names. The machine name we use is of a format xxxyyyyy where xxx is a 3 letter location code of the site it is located at and the yyyyy is the number from the asset tag. If the machine is relocated to another site we update the name to reflect this (I know this isn't a great idea but it was implemented before my time and before we had any asset management processes. It will be nigh on impossible to change across the estate given how geographically dispersed the machines are - 21 sites from London to Aberdeen). This would result in a new record being created rather than updated at the next import. Granted we would still have the same issue using serial number should a motherboard fail and need replacing but this will be a rare occurrence. This is how we had Supportworks setup. It's a bit disappointing that this wasn't picked up in testing and I just hope that because the bug is experienced when using only a slightly different configuration to the default config that it's given a high priority for the fix. Thanks J

Thanks both Although this is the worst possible answer for us as we will be looking to perform a PC refresh of over 450 devices (spread from London to Aberdeen!) in the coming months and the plan was to have populated the SM CMDB before then to be able to plan the rollout activities. This will now make this impossible. I can live with importing the serial number into the asset tag field within the generic fields if this speeds up the fix - I really need to be able to use a different value than the machine name as the unique ID as soon as possible though

lol Do Hornbill have an equivalent product? Thanks - just let me know if you need any more info

Hi @Victor any chance you can take a look at this when you get chance? Thanks J

Hi We've implemented Ivanti End Point Manager (asset inventory and software deployment system) last week and I'm working on populating the Service Manager CMDB but I'm experiencing duplicate asset records. Every time the import is run it creates a new record. I'm using the SQL import tool and we're using the latest version (v1.4.2). I've populated the config file so that serial number is the unique field rather than machine name (which we cant use because it gets changed under certain circumstances and would therefore create a new record). Here's an extract from the config file less the sensitive info: "APIKey": "xxxx", "InstanceID": "xxxx", "AssetIdentifier":"h_serial_number", "LogSizeBytes":1000000, "SQLConf": { "Driver": "mssql", "Server": "xxxx", "Database": "xxxx", "Authentication":"", "UserName": "xxxx", "Password": "xxxx", "Port": 1433, "AssetID": "SystemSerialNumber", "Encrypt": false, "Query": "SELECT DISTINCT A0.DISPLAYNAME AS [MachineName], A0.TYPE, A1.OSTYPE AS [OperatingSystem], A0.PRIMARYOWNER, A2.BYTESTOTAL, A3.ADDRESS, A4.MODEL AS [SystemModel], A4.MANUFACTURER AS [SystemManufacturer], A4.SERIALNUM AS [SystemSerialNumber] FROM Computer A0 (nolock) LEFT OUTER JOIN Operating_System A1 (nolock) ON A0.Computer_Idn = A1.Computer_Idn LEFT OUTER JOIN Memory A2 (nolock) ON A0.Computer_Idn = A2.Computer_Idn LEFT OUTER JOIN TCP A3 (nolock) ON A0.Computer_Idn = A3.Computer_Idn LEFT OUTER JOIN CompSystem A4 (nolock) ON A0.Computer_Idn = A4.Computer_Idn WHERE (A0.DEVICEID IS NOT NULL)" }, This creates duplicates. I've amended the config file for testing purposes so that we import the serial number into the h_asset_tag field and set this as the asset identifier (to rule out whether the unique value in Service Manager has to be a generic field rather than a type field but I get the same result. The import works correctly if I use the machine name as the unique value but as already mentioned we cant do this. Can someone advise where I'm going wrong or if this is a bug? Thanks J

What does this icon mean? Thanks J

Awesome - thanks!

No problem - the forums very busy these days so I'll let you off

@Victor Can you confirm that this has been logged as a feature request? Thanks J

Conor! Thank you! I was missing the "Service Manager Authorised Guest" role. Once applied to the customer portal I'm now seeing what I expected! Whilst the Wiki and forum are great I cant help feel that it would be even better if there was a check list for things that are required to be in place for certain functionality for example (and the benefit of anyone else that has a similar problem), when setting up access to the customer portal the following needs to be in place/set: A contact that is a member of an organisation that is subscribed to the service(s) in question Set the contact to be able to view all the organisations requests if required (view the organisation then click "Portal Access" from the requests section) Ensure the service has "Portal Visibility" switched on Create catalogue items against the service(s) to allow the logging of requests Ensure the customer portal has the following roles assigned: Hornbill Authorised Guest, Service Manager Authorised Guest Thanks Again J

OK I've added a catalogue item for logging an incident and set the visibility to both yet nothing is still appearing on the customer portal. Help!

Hi Martyn Thanks for the suggestion although those icons are only available on catalogue items. I haven't seen it stated anywhere that catalogue items are required when setting up access for the customer portal. Are they required? I would've thought that calls not logged via catalogue items would still show on the portal but even that doesn't happen? Anny other suggestions? I'll test setting up a catalogue item to see what happens. Thanks J

Hi I've spent some time reading the wikis and various forum posts but I'm still having problems with the customer portal and any help would be appreciated. Basically, I've created a contact and they are assigned to an organisation which is subscribed to a service yet when they log into the customer portal the only option they have is to view / change their profile or log out. There is no list of open tickets and no option to log a ticket. One of the open tickets is logged against this contact. I have also set the contact to be able to view the organisations requests so I would've expected them to be able to see all tickets. The service has had portal visibility enabled however it has no catalogue items against it. What am I missing to enable them to log tickets and view existing tickets? Thanks J

@Victor Can some way to search for archived co-workers be added as a feature request please?

Hi It doesn't appear to be possible to view a co-worker once they have been archived (if it is can someone advise how?). We need to be able to view a leavers (archived user) assets and previous calls. Can a way to do this be implemented if its not possible? Thanks Jason

Thanks guys - yes the undo feature would be nice as well. If you could implement this I'd be most grateful. J

Hi As the title suggests - is it possible to supress the confirmation message that appears when moving an email into a folder? Thanks J

Hi James I'm using Chrome. I get a notification to say the activity has been created and I can see that in the right hand panel however its the alert that I don't seem to get. This might not be a problem though as I have demonstrated the activity functionality and the customer is happy with it. Thanks J

I should add that I get the desktop notification to say the activity has been created / assigned but no alert at the time specified.

Thanks for the replies Unfortunately this isn't working for me. I've tested this just now but as you can see I've had nothing in the notifications section. I've also changed my profile settings: But again I received no alert of any kind. Anything else that I can check? Thanks J

Hi I'm looking to start using activities so I've been experimenting however the alerts don't seem to work (that I can see). How should I be alerted? Via email/pop up etc? Thanks J

Hi We have a nightly import from AD and we import the team that the user is a member of. The org import type is set to Team. We also have "only one group" assignment selected as when they change teams, their HR record is updated. This is updated in AD via a nightly import from the HR system. AD then updates Service Manager with the new team with that nightly import. I've just noticed however that since implementation, no new users are getting added to the company organisation - they get added to the team that they are in but no company (something I've obviously not implemented correctly after going live). I'd now like to have the nightly import from AD changed so that users are added into the company organisation and also added into the team they are a member of but I'd also like to ensure this changes should the team change. I've done some testing and kind of hoped that the "only one group assignment" setting was specific to the type that also set when configuring the org import however, having added in a second organisation import and setting one to type team and the other to type company and both to "only one group assignment" yet it did add the user back into the company org (I had removed them for the purpose or the test). I've enabled debugging and I can see from the log file that for the test user, its identified that it needs to update the company and it successfully performs the lookup and returns the company org ID yet within Service Manager he has not been added into the company. Is this correct behaviour and if so how does any one else manage imports where everyone should be a member of a company org that wont change but also a member of a team that must change when the AD value changes? Thanks J

Thanks for the reply VIctor Wow! That was in January! Surely it cant be that hard to fix? Are there any workaround's available? Its not great for those with visual impairments Thanks J

Hi Apologies if there is already a thread about this but searching using the words email and format brings back lots of entries. When a user emails an update to a ticket and then the subsequent email update notification goes out to the team it has no formatting. It's been like this since day one for us. How do I correct this? It looks horrible. Thanks J

Yes I know I can do that once its exported but I'm building a process for a user and I'll like the process to be as seemless as possible so it would've been handy if it could be set in SM. The list will be exported on a very frequent basis so any manual actions will obviously increase the time taken. Thanks anyway - I thought this was the case but wanted to check. I'll try and create a macro to do it so at least its just one button press