clampj

Hi Victor Can you perform the fix for me please? Got to step 6 and the newly created assignemnt role doesnt appear in the list. dThanks J

Thanks Victor. The person setting up the services had set all incidents and requests to use the call logged template. So by setting it to "default" it will send the appropriate template for the action being carried out? Tested it and it now works as we would like it to so thanks again.

Hi Can someone help me get to the bottom of an email issue please? For some reason when updating certain calls, the email template being sent is the call logged email so it doesnt actually contain the update, just the original summary and description. If anyone wants to take a look, i've got the following examples where this has occured: IN00001935 SR00003901 IN00003960 IN00003961 I cant see any reason why this is happening. Any help greatly appreciated! Thanks J

Superb! Many thanks Victor. I'll check that out.

Hi Is it possible to see what business process has been followed by a call? We created a catalogue item which has an issue so I'd like to see all calls that followed that process so we can rectify the issue (Call not closing automatically after resolution). Thanks J

Hi James Thanks for the reply. Unfortunately, when the 2nd line analysts have seen this its always been on closed calls. I've asked them to try find calls still open. The strange thing is, the service desk analysts have been able to open the call as they are the team that has resolved it. Noit sure if this helps? Thanks J

Hi An analyst in the 2nd line team (called Field Support) has pointed out that they are unable to view a small selection of calls. When results are returned from a search, calls that cant be viewed are in black rather than a clickable blue link. My first thought was to check their team was configured on the service as a supporting team and this is currently set to supported by all teams so I assumed that wasnt the issue. I did however test and add the 2nd line team onto the supported teams list and it can now be viewed. Removing the supported teams so that all teams support the service breaks it and it can no longer be viewed by 2nd line analysts. Is this a fault? If not can someone explain whats happening and why the call isnt viewable by the 2nd line team when the service is supposed to be supported by all teams? The ref is IN00002479 if any hornbill bods want to take a look. Thanks J

I can confirm the issue is now resolved - it was caused by the fact we redirect emails sent to our service desk address onto Service Manager. We use a system called exclaimer (mainly used for appending signatures to emails). Whoever built the redirect failed to configure the policy to include the original CC recipients. I've now added this and we can see who has been CC'd. Thanks for your help Victor!

Thanks for the reply Victor. All that shows for us in that section is who the email was sent to and any attachments. It doesnt show any CC'd email recipients. Heres a test email I sent to the service desk. I CC'd myself and a colleague. As you can see it doesnt show (some details deleted for privacy). Does it need switching on somewhere?

Hi I'm sure this is something simple but when viewing emails from the inbox, CC'd users are not displayed (also dont show when opening in full view). Is there a way to view this? The helpdesk analysts have commented that this is useful info. Also, once the email is logged, there is no CC info showing. Is there a way to switch this on? Searched the forum but couldnt find anything advising how its done. Thanks Jason

Yes it does! Many thanks. Thought I must have been missing something!

Hi I'm looking to setup scheduled calls for weekly backup tape changes. I've enabled the experimental feature. The scheduler only has option for run once, daily or monthly. I need weekly. Is there a reason this isnt an option? Is there a different way to schedule weekly calls? If not can weekyl be added please? Thanks J

Thank you Trevor. I used the old config file with the new version so I never saw the new fields. All OK now. Thanks J

Hi I've just re-run an LDAP import after updating an attribute in Active Directory - changing the team that a user is a member of. Upon completion of the import, the user has been added to the new team but not removed from the old team. I was expecting him to be removed from the old team. We are using the latest versions of Service Manager and the LDAP import tool. In the organisation section of the config.json file, i've set the "Action" to "Both" assuming that this would both create a new team membership and update an existing team membership but this doesnt appear to have worked. Can someone advise if this is expected behaviour please? Thanks J

Thanks for the reply James The org structure in Service Manager is a bit of a sore topic for us as the functionality is half baked. We've already gone to the trouble of replicating our structure and we have over 100 teams. The org structure serves no purpose at the moment because services subscriptions don't work for nested orgs so we cant subscribe the organisation to the HR system for example - we have to subscribe every individual team (or populate everyone into the company org as well as the team they are in which is what I'm doing to get round the problem). Anyway it still doesn't get round the problem that we have 25 people in the Employee Relations & Reward team whereas only 12 need access to the payroll system so we either needlessly subscribe the additional 13 people that don't use the system or we have to manually add and remove users from the subscription as people move into and out of the payroll role.

Hi Would it be possible for a change to be made to allow subscription to services by Job Title? For example, our payroll staff have a job title of "Payroll Assistant" and they are part of the "Employee Relations & Reward" team. The payroll assistants use the payroll system whereas the rest of the team don't. Subscribing the user would result in them still being subscribed after changing roles or leaving the business and any new payroll staff will need manually subscribing. If this can be changed to allow this then all subscription changes should occur automatically. Thanks

@Victor - Apologies - I wasn't aware you were staff. @James Ainsworth Thanks for adding me tot he change request. Out of interest - does the nesting or orgs serve any purpose at the moment?

In that case the post is misleading as I read it as saying that org structure will become more important for the different apps in future. He then goes on to advise to setup the org structure how we've done it but how we've done it doesn't work with the current functionality. Do the nested groups serve any purpose at all at the moment? If not they shouldn't be there until they are actually usable. That way people wont spend hours setting up an Org structure that doesn't work. We'll now have to spend more time re-working this so that its usable. Any ideas how long this will take given the post I quoted is from May 2016!!!! Any one from hornbill care to comment?

Thanks for the reply Victor Re the subscriptions, are you sure that is correct? James Ainsworth posted this from another topic which suggests what we are trying to do should work: "Thanks for your post. I will talk with development to see what options we have. Out of curiosity, at what level are you adding All users to in your organization structure? Moving forward the organizational structure will play a more and more important role with the different applications so for best results you will want to make sure you define your different organization levels and add the users to the lowest level which in most cases will be department.or team.An example of how this can be used is with the Service Subscriptions. When subscribing users you can subscribe the entire organization down to an individual. If you subscribe an entire organization it will include users in all of the sub groups as well. Having users in the departments then allows you to easily create services for a particular department while at the same time making them available to any services subscribed to the entire organization." Can anyone from Hornbill confirm?

Hi We have a large org structure in SM. We are using all the levels with nesting. So we have Company at the top level then below that division then below that department then costcentre then team. The LDAP import pulls the team info AD so users are populated at the team level. Some services have the entire company subscribed to it such as email and our HR system. When viewing the "Assigned Users" (from the organisation view) for the company it is empty - it does not show the users contained within the nested groups. Is this correct behaviour? We can live with this if so however when it comes to raising a request, when prompted to select the service, the ones subscribed at the company level aren't showing. From what I understand this is not correct behaviour - can someone confirm if this is a bug? I've also created a test team directly under the company org and added myself to it. I still cant see services subscribed at the company level when raising a request. Any help greatly appreciated. Thanks J

I would also like the ability to view the services an organisation is subscribed to rather than having to access each service individually to see which orgs are subscribed. Any news on the likelihood of this being implemented?