Steve Giller

That is correct, and the expected behaviour. You can see the full list of To: addresses by opening the email using the View Email option on the Timeline entry.

Without knowing how you have this set up it's difficult to advise, but presuming you are using the addProjectTask api then as far as Hornbill is aware this is "just a Project Task" created in the normal way, so you would have to have some information within the Task to identify it. If you're not using the External Reference field, this would seem to be the easiest option - so a Project Task with an External Reference would indicate it originated in an MS Project Online Project and the content would indicate which specific Project. Other options might be a Prefix/Suffix on the Name, some identifying content in the Description, etc. @AlexTumber and his team might have additional suggestions.

@MichelleReaney Unless they have a Forum account you can totally take the credit!

The short answer to this is "Any change to a Request" The list would be: A Timeline Post or Comment is Added, Edited, or Deleted The Status or Sub-Status are changed The Request is placed On Hold or taken Off Hold The Category is changed The Priority is changed The Urgency is changed The Request is Escalated An Asset or Asset Type is linked/unlinked A file attachment is added Customers or Connections are Changed/Added/Removed An email is sent A Request is linked/unlinked or a Linked Request is created The Request is Resolved, Closed, Reopened or has the Resolution Details updated A Member is added or removed A Workaround is set The Request's standard or custom fields are updated For Changes/Releases; the Request is scheduled/unscheduled

If (and from experience it's a very big if!) your Users are imported from a data source where your internal structure is kept up to date this could potentially be achieved with carefully structured imports using the Organisation section to pull in Group memberships that related to Hornbill Groups. It's not a simple thing to set up, and relies on the underlying data being accurate and time-critical, so the likelihood here is that although technically possible it's not really practical without significant overhead.

Yes, but not in the way you're asking - if you have direct link to the Catalog Item this will open the CI in the Portal, so if it is not visible in the Portal it won't be visible via the link, either. The only way I can think of for achieving what you need as described would be to have the external process raise a Request directly by using the Hornbill Web API. This can be done yourselves if you have the technical knowledge internally, otherwise you would need to engage with Expert Services to look into how this may be set up.

You can either delete it, or set the expression to something that will never match.

Those notifications are not greyed out for me when I turn Desktop Notifications on, which suggests that you have some additional configuration in play here.

Hi @Nikolaj This should be resolved now, would you be able to test again and let us know if any issues remain, please?

Yes, the Workflow in that field would be used if the Service was selected without a Catalog Item.

I don't have a Lead Engineer on my Sites page - I have a Site Engineer, though. Have you renamed one of the labels (using Translations) and if so which one have you named Lead Engineer so I know I'm testing the right thing.

There isn't any logging currently recording changes such as these. It may simply be that the Workflow is one that is being edited/updated - if the workflow is not currently Active and Published then it would not display in the field, and would re-appear once it was made active again.

No, there isn't a separate Timer for this, the Timer for the designated SLA is paused if the parent status is On Hold, but there isn't a separate record of how long each status/sub-status was active for I'm afraid.

I don't know about the ZenDesk status - my most likely suggestion is that it may be a different value in the same way as Hornbill uses "status.resolved" but displays "Resolved" for example - but looping every 2 minutes is a very bad idea. I would not recommend this loop being set to more than once a day.

That is correct, the Within Fix value is populated when the Request is Resolved. Until that point it will (probably) have a value of NULL Unfortunately that is not something that is being considered, however we are looking into alternatives that would provide the ability to create a real time filter for response/fix targets. There are no timescales for this at present, please keep an eye on the forums, the Roadmap, and Release Notes for any further updates.

A field has a type, it cannot be either/or.

I'm not aware of any plans to update that area of the product as we would recommend using one of the User Import Tools that offer much greater functionality: The LDAP User Import for an LDAP compatible source (commonly Active Directory), The Azure User Import for Azure AD, or The SQL User Import for a database import, including CSV or Excel files. All of these allow Organisation and Job Title to be included, and I believe the Azure and SQL imports allow the 2FA setting to be set.

I can't think of a way where that would be possible. If I understand the requirement correctly - a Catalog Item that is visible to everyone, but only if they access it from an emailed link - there's nothing that would facilitate that. It would, however, be possible to: Set up the Service/Catalog Item and restrict it to a specific Group. Replace the "email" with a specific Catalog Item, visible only to the people who would have sent the email. As part of that Business Process, add the specified User to the Group you have set up. Once the User is in the correct Group, contact them to inform them of the New CI that they can see and how/when to use it.

@Teresa Ward What are you using to import the Users? As far as I can see, Organisation and Job Title can already be imported. I don't know what 2FA details you would expect to be added, but I would assume that this is a potential security issue if you have their 2FA information to pass into an Import, maybe you could clarify what you are thinking of here?

@Emily Patrick This is something that we are investigating at present. There isn't a "quick fix" for this as there are various entities in various different applications that can be owned, so the process will need to cater for all of these (and allow for new ones to be included) but this is a story that is being progressed.

It shouldn't, in the scenarios you describe the main Request is for the Customer, any internal Requests you need to raise with another Team/Department are your concern (e.g. the Parent Request Owner becomes the Child Request Customer) and the Customer should remain unaware. A good analogy would be sending your car for repair - if the garage needs to order parts or send it to the welders, you don't get purchase orders, delivery notes, bodyshop bookings etc, you just get an eta for completion.

Currently adding Certificates as Assets is not being considered, these would be considered more like a type of Document than an Asset, possibly creating a 'certificate' document template in Document Manager, and using tags and categories to organise them with links to assets and requests would be a way forward on this.

@Stefania Tarantino This is one of those pieces of functionality where various parts of the Platform (e.g. Core, Admin, Applications) all have to work together to create a finished product. The Service Manager update has added their support for this feature, other areas will have to do so also before the option is available to use. Generally speaking if you see "Support for ..." in the release notes it's part of a larger whole and does not mean the feature is available top use (yet)

You cannot have more than one value for "value equals" or "value does not equal" In this instance you will need to use "value is not one of these"

Unfortunately the answer there is No to both questions. If you can describe what you're trying to achieve there may be ways to do this without relying on additional Custom Fields.