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Hornbill Developer
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Everything posted by Ehsan

  1. Hi @Gavin James - SDDC, The Supplier sub-status feature is driven through assets. Through an asset, you can associate a Supplier. In the example above, I have added Acme Computers as a supplier for the iMac Pro 21.5 inch asset. When viewing the contract for the Acme Computers supplier, I can see the associated asset. Please note that I have configured a Target Working Time per Event as well, to allow the sub-status configuration. When managing my request, I have associated the iMac Pro 21.5 inch asset to the request. Thereafter, when choosing the supplier sub-status, I can select the available supplier and contract. You should then see a section called Active Supplier Event on the right-side that provides information on the target. As I have configured the event to run for 60 minutes, you can see the target is set to 1 hr. I hope this helps. Ehsan
  2. All, With the 1st October approaching, this is a gentle reminder to request for integrations with Hornbill to be reviewed to confirm that deprecated APIs are not in use. Kind regards, Application Development
  3. All, With the 1st October approaching, this is a gentle reminder to request for integrations with Hornbill to be reviewed to confirm that deprecated APIs are not in use. Kind regards, Application Development
  4. To close this off, an automatic deployment to address the issue was applied to all instances this morning. Ehsan
  5. @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/
  6. @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
  7. @Josh Bridgens, An automatic update will be applied to your instance within the next hour. Apologies for the inconvenience that this has caused.
  8. @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
  9. @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
  10. @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
  11. All, Please review the following thread if your organisation integrates with Service Manager APIs. Application development
  12. 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) Kind regards, Application Development
  13. 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?
  14. 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
  15. 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
  16. 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
  17. 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
  18. @Martyn Houghton, Yes there will be as soon as we have investigated this further and confirmed that all operations are up and running. Ehsan
  19. 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
  20. @Martyn Houghton, As this issue appears to be caused by load on the server, it's difficult to recreate the issue locally but following a code review, we reckon the same fix will address both issues that are reported. We can confirm shortly after the patch is deployed. Ehsan
  21. All, We may have identified the root cause of the issue that you are experiencing with loading services in Self Service. All instances are being patched through our cloud services. Ehsan
  22. @sprasad Thank you for collating the feedback, this is really valuable to us. The next Service Manager release will see improvements to the Update and Change Customer action tabs, as reported in the document. We will review the following: You have to scroll to find the Send button in the email action tab. The saved reports are reportedly not visible in the Service Manager > Reports menu. Regarding the feedback from Jost, I believe he is referring to a custom button. The "Service Manager" text on the custom button in question can be removed via the Custom Buttons pop-up by clicking on the Cog. The other feedback around the general UI (scrollbars, white space, location of menus) provided mainly relates to the framework, which will have to be reviewed by our product designers. These two feature requests can be raised in the Platform thread: Notifications - Descending/ascending order option within the notifications pop-up - I believe this has been raised in the past, this request will not be considered. Global Search - Results are shown by relevance rather than date Thanks, Ehsan
  23. @AndyHill, There is a Service Manager release planned for Wednesday, it contains UI improvements in the application inline with the new Hornbill look & feel. Could you please check again on Wednesday to verify whether you are still experiencing this issue? Ehsan
  24. Hi @Giuseppe Iannacone, The 1st issue is addressed and will be released on Wednesday. We will have a look at the other 2 issues. Thanks
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