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Ehsan last won the day on September 14

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  1. @Smurfy, In the Employee Portal, only the timeline entries with the visibility of "Customer" are shown when viewing a request. Could you please ensure that the setting "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.linkDocument" is set to team - this will ensure that new documents that are linked with a request are set with a visibility of "team" and hence will not be present to the customer viewing their request in the Employee Portal. The application can be configured in the Admin Tool, please refer to the link below (replace [InstanceId] with your instance): * https://admin.hornbill.com/[InstanceId]/settings/application/com.hornbill.servicemanager/
  2. @Josh Bridgens, The issue was due to a deleted file still being referenced when you clicked on a Catalog to raise a request. An automatic has already been rolled out. Could you please clear your browser cache, logout / login, and try again? Instructions on clearing cache in the Chrome browser: https://support.google.com/googleplay/answer/32050?hl=en-GB&co=GENIE.Platform%3DDesktop
  3. @Josh Bridgens, An automatic update will be applied to your instance within the next hour. Apologies for the inconvenience that this has caused.
  4. @Berto2002, @nasimg, @Martyn Houghton, @Alisha, Just an update on this - We assessed the requirement and extended the Snippets feature to provide an option to make a snippet available on the Update action tab. The snippet can be used in the same manner as the Email and Resolution action tabs. This enhancement will be rolled out to all instances in the next 2-3 weeks. Ehsan
  5. @Berto2002, Thank you for getting back to me. Once the questions have been drafted by the analyst, how does the update get to the customer, or how does the customer see the update? How do they get to reply to the analyst? I appreciate your comment about maintaining processes, we built a really powerful business orchestration tool to minimise the amount of repeatable interaction that is required by an analyst when handling a request, we then made even easier to interact outsourced tools via iBridge, and most recently advanced automation via ITOM. I hope you appreciate that from my point of view, the requirement here is to bring the automation aspect out of the processes, which I can understand from your examples why that would be. Ehsan
  6. @Berto2002, @nasimg, @Adrian Simpkins, Thank you for your post. I am trying to picture the scenario and how it fits into the product, and I am also interested to understand why this type of automation couldn't be achieved through the business process. Going through the examples you have provided: Asking for more information - Wouldn't a triage Human Task within the business process, assigned to the request owner be suitable here? The task would be assigned to the owner who would determine whether the information provided by the requester is sufficient to progress the enquiry. In the event that the information is incomplete, an Automated Task in the process can be used to send out an email / update. This then pre-empts the need to type out the request for more information. Updates of standard diagnosis steps taken - This would be in form of an update to the customer, is that right? Would this update be sent out via an email, or are customers viewing the updates via the self-service? I am assuming that this action takes place frequently. Similar to previous comment, an update can be sent out the customer through the business process depending on the stage that the request is in. The business process can automate this task. Chasing closure - This can be automated too. The request can be suspended through the business process, and every 2 days (or whatever the frequency is), you can check the request's status to confirm whether it's been closed yet via self-service, and if not, an automated email could be sent out to chase. You mentioned that an update is sent out to customers. Is this update sent out via email? Could you walk me through the steps taken by an analyst to get an update to a customer? Ehsan
  7. All, Please review the following thread if your organisation integrates with Service Manager APIs. Application development
  8. All, This is an important message that contains information on how to ensure the Service Manager application continues to run smoothly after 1st October. In January 2018, the APIs listed below were deprecated from the Service Manager application. We encourage our customers to review integrations with Hornbill to confirm that these APIs are no longer in use. Asset -> updateAsset (https://api.hornbill.com/apps/com.hornbill.servicemanager/Asset?op=updateAsset) AssetsBasic -> updateAssetBasic (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsBasic?op=updateAssetBasic) AssetsComputer -> updateAssetComputer (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsComputer?op=updateAssetComputer) AssetsComputerPeripheral -> updateAssetComputerPeripheral (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsComputerPeripheral?op=updateAssetComputerPeripheral) AssetsMobileDevice -> updateAssetMobileDevice (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsMobileDevice?op=updateAssetMobileDevice) AssetsNetworkDevice -> updateAssetNetworkDevice (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsNetworkDevice?op=updateAssetNetworkDevice) AssetsPrinter -> updateAssetPrinter (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsPrinter?op=updateAssetPrinter) AssetsSoftware -> updateAssetSoftware (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsSoftware?op=updateAssetSoftware) AssetsTelecoms -> updateAssetTelecoms (https://api.hornbill.com/apps/com.hornbill.servicemanager/AssetsTelecoms?op=updateAssetTelecoms) Charts -> smReorderCharts (https://api.hornbill.com/apps/com.hornbill.servicemanager/Charts?op=smReorderCharts) Faqs -> updateFaqViewCount (https://api.hornbill.com/apps/com.hornbill.servicemanager/Faqs?op=updateFaqViewCount) GenericFilter -> smGetCustomFilters (https://api.hornbill.com/apps/com.hornbill.servicemanager/GenericFilter?op=smGetCustomFilters) Requests -> getLinkedRequestsForClosure (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=getLinkedRequestsForClosure) Requests -> getLinkedRequestsForResolution (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=getLinkedRequestsForResolution) Requests -> guestAttachFile (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=guestAttachFile) Requests -> guestAttachFileFromSession (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=guestAttachFileFromSession) Requests -> guestCanViewRequest (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=guestCanViewRequest) Requests -> guestGetFileAttachmentInfo (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=guestGetFileAttachmentInfo) Requests -> guestLogRequest (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=guestLogRequest) Requests -> lookupCustomerEmail (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=lookupCustomerEmail) Requests -> smGetDetails (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=smGetDetails) Requests -> smGetReqDetails (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=smGetReqDetails) Requests -> updateTimeline (https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=updateTimeline) Services -> deleteService (https://api.hornbill.com/apps/com.hornbill.servicemanager/Services?op=deleteService) Services -> smCreateService (https://api.hornbill.com/apps/com.hornbill.servicemanager/Services?op=smCreateService) Services::smSelfServiceGetService (https://api.hornbill.com/apps/com.hornbill.servicemanager/Services?op=smSelfServiceGetService) Regards, Application development
  9. Hi @sprasad, When the email includes attachments, the popup is presented as below. When the email does not include any attachments, the popup is presented as below. From your screenshot, it looks like the email does not include any attachments hence the pane is hidden, unless otherwise I am missing a step?
  10. All, The automatic update has been successfully applied to all instances. Please clear your browser cache, logout/login and try again, the size on the email content box should now be restored. Ehsan
  11. All, Apologies for the inconvenience that this has caused. This was changed as part of the new Hornbill look & feel. We have now corrected the expansion issue, an automatic update will be applied to all instances in the next hour. Ehsan
  12. Hi @samwoo, We expect the work to take place in Q4/Q1 of 2022, but it will be seamless and no action required from you, so please do not delay your plans. Ehsan
  13. Hi @nasimg, We have a request in our backlog for this requirement. We will be working on re-designing the service view this year. Once we have completed the work, we will review the requirements that have been raised with services. Thanks, Ehsan
  14. @Martyn Houghton, Yes there will be as soon as we have investigated this further and confirmed that all operations are up and running. Ehsan
  15. All, We expect the visibility of services to be working as expected on all instances. Please let us know if you are still experiencing any issues. Ehsan
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