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  1. Hi One of our analysts has received the following error when trying to take a request off hold: "FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateStatus): nodeName: API Call - systemSmUpdateStatus; nodeId: 15ccd0bd-6cc4-4151-94f1-95008f16b270; At 310/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemSmUpdateStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemSmUpdateStatus): nodeName: Invoke Flowcode: Take Request Off Hold; nodeId: 423f928a-1112-48b2-be44-4d9525ea4edb; At 368/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeRequestOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeRequestOffHold): nodeName: Invoke FC: Take fix timer off hold; nodeId: b2982779-bde4-4c7b-a388-0d8e5104fd6b; At 564/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeFixTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_b2982779_bde4_4c7b_a388_0d8e5104fd6b" throw(e); _fc_node_exec_423f928a_1112_48b2_be44_4d9525ea4edb" throw(e); _fc_node_exec_15ccd0bd_6cc4_4151_94f1_95008f16b270" Any thoughts? I cannot replicate this at all, so am a little unsure how to resolve this. Thanks Lauren
  2. Hi Is there a way to add an additional field to the request list that'll show linked entities? We currently have some incidents that are associated to problems and some that aren't - having a field that shows linked entities means we can sort our request lists more effectively. Thanks Lauren
  3. Hi We've recently encountered an issue whereby an analyst added a lengthy update to an incident of critical priority, but set the visibility as "Owner" before going on leave. We therefore didn't know what information the analyst had placed on the request, and had no way of providing updates to management etc. Therefore, is there a role or setting that enables certain admins of the system to see ALL updates, regardless of the visibility? Thanks Lauren
  4. Currently, the list of categories is displayed alphabetically except for those that are in capital letters. As an example, a category list may appear as follows: APQR Abcd Ajkl We'd like the list to be sorted alphabetically, without listing those in capital letters at the top. Using the example above, this would mean that the list would appear as follows: Abcd Ajkl APQR Is this possible? Thanks Lauren
  5. We appear to be missing Service Manager Announcement posts on the forum for Build 1451 from last week and 1452 from today. Can there contents be added on the Announcement Topic please? Cheers Martyn
  6. Is there a character limit on either the 'Single line text field' or 'Multi line text field' in custom forms within progressive captures? Thanks Lauren
  7. Since we've updated to Build 1439 (released today), our shared views are no longer listed under the "Views" drop down in the request list. Is this a known fault at all? How do we go about getting these back? Thanks Lauren
  8. Hi We are looking at raising requests directly from assets. Within a request in Service Manager, you're able to raise a linked request using the "Raise Linked Request" button within the "Link" tab. I cannot see that there is a similar option when viewing an asset - are you able to confirm please? Whilst looking into the above, we looked at the use of custom buttons and the iBridge function in particular. We could only locate "Log Incident" or "Log Service Request" under "Log New Request" - are there any plans to add Change or Release to this list? Thanks Lauren
  9. Hi We are currently looking to improve our incident business process. We utilise activities to capture why an incident has breached, using 6 outcomes (e.g. third party fix, delayed assignment etc.) and an additional "Reason" box to gather further info. Our current process is configured to allow the analyst to resolve a breached incident, prior to completing the breach activity. If the breach activity isn't completed, it will expire after a set time. The concern with this, is that the incident doesn't change from "Resolved" to "Closed" until after that breach activity is completed (the auto-close function is set to 5 days, therefore it won't close until the activity has been completed PLUS the 5 days). Is it possible - at the point the analyst presses "Resolve" after completing their resolution text/category - the system auto-generates a breach activity. This activity must then be completed by the analyst before they are able to resolve the incident fully. I am aware that at this point the actual resolution timers won't have been marked. If there was a mechanism to calculate whether or not at that point the fix time had been met, it could prompt the analyst as outlined above. This would also prevent the auto-close of the request (as mentioned above) being any longer than 5 days. I welcome any thoughts/suggestions with regards to this. Lauren
  10. Is there a way that reports can be emailed to certain addresses after it has been scheduled to run? As an example, we'd like a report detailing our high priority incidents (and call-outs) to certain members of staff and management. This was something that was possible in Supportworks, but I don't seem to see an option to do this? Alternatively, is there a way of emailing a document from Document Manager (after scheduling the report to publish there)? Thanks Lauren
  11. Hi We've utilised "relatedEntityData.record.h_custom_l" in our incident details form as a way of identifying whether an incident has warranted a call-out of an IT engineer or not: It shows as a simple check-box for the IT engineer to check if they've been called out by the business. I need to be able to report on this, but cannot locate the table in which the custom fields available in the "Details" form are stored. Are you able to help, please? Thanks Lauren
  12. Hi We've come across some requests that have been logged under the wrong service. To give some context, we have our departments as services - IT Services, Facilities etc. One request that we had logged recently to Facilities was relating to power, but actually it was something that required IT intervention to resolve. We've come up with a few solutions around this, including: - Adding members of Facilities' and IT Service's Service Desks as supporting members of the other service (to be able to re-assign) - Amending wording on our progressive captures to advise customers of the correct way of logging We need advice on the best way to deal with these. Sometimes it isn't obvious to the customers which department their query/fault should be logged under, so educating our customers isn't always the easiest option. If there are any organisations that have a similar issue, we'd like to know how you deal with these situations. Similarly, any Hornbill gurus who have an idea, please do share! Thanks Lauren
  13. Hi We've found that some of our requests are being resolved by analysts without a priority being set - despite there being a mandatory checkpoint to set a priority. We've located a setting to stop a request being resolved/closed without an owner, but no similar setting for the priority. Is there a setting to prevent the resolution of requests that do not have a priority set? We've thought about locked buttons, but unfortunately they don't fit our varying incident types. Thanks Lauren
  14. Hi In Supportworks, we had the ability to make copies of requests. This made it easier when logging multiple requests for one user, as it would copy over customer details as well as the first call note/summary. Is there a similar function in Service Manager? Thanks Lauren
  15. We're looking to build a report to identify how many tickets were created on a specific day of the week. Ex: we have service desk technicians working Saturdays and we're trying to determine if it's worth the time/cost. We'd like to see how many tickets were created specifically on Saturdays. Any tips? @James Ainsworth
  16. Hi Is there a way of amending the outcome of an activity at all? We have some activities that are generated as part of business processes, but the outcome doesn't influence what happens next so wouldn't necessarily impact anything that happens after. Thanks Lauren
  17. Hi I've had a handful of analysts ask if there is a column that can be set in the request list that shows the checkpoint that the request has either most recently completed, or the next checkpoint in the business process. Is this something that is possible? I've suggested using boards for this however for some analysts this doesn't appear to be sufficient. Thanks Lauren
  18. Hi We need to be able to report on how many times requests have been updated by a customer via the service portal. Previously, in Supportworks, there was updatedb table which enabled us to report on this. Is there a similar table in Service Manager we can use for this? Thanks Lauren
  19. We have been kicked out of Service Manager and cannot log in please can someone help?!
  20. Hi Is there a setting that enables any linked customers (via the "Connections" tab) to be emailed when the request is resolved? It would be helpful to have a setting to enable which allows either impacted AND/OR interested customers to be emailed when the request is resolved. Thanks Lauren
  21. Hi We've found a slight anomaly when searching for people in Service Manager. To aid my explanation, a bit of context - our users' handles have the format "FirstName LastName ID" (the ID is the same as the User ID). When searching for an analyst by ID (as that's what we use to login to our network) in the customer details progressive capture form, you have to type the whole of the ID, rather than part of it. However, when searching for analyst when assigning a request, you can enter part of the ID and the user is returned. If you enter the same part of the ID in the customer details progressive capture, it doesn't return any results. Is there a setting I need to enable to ensure the same results are found? Thanks Lauren
  22. Hi, We wish to amend the wording on the site details progressive capture form - the "out of the box" one. We know that this can be completed in "Translations" (as we've done it before for the "Add Attachments" form) - however, we're struggling to find the translation key. Is someone able to confirm what the key is we require - or a list of the keys associated with default progressive capture forms? Many thanks Lauren
  23. We have a problem with two of our folders in the email function of Service Manager. We setup an auto responder, but due to issues with what the system that was sending the alerts that we wanted to log, we've ended up with 377,000 emails in our Deleted and Sent Items folder. I can't empty the folders as it loses connection, but I can move the emails in batches of 500 to another folder and empty that folder. Is there any way to select larger batches of email or is it a case of opening a ticket to have it cleared?
  24. Hi, We're trying to configure a role that applies to our IT Department's mailbox. We would like most of the teams within IT to be able to send from the mailbox and view emails (and associated attachments) from requests. We don't however want them to be able to access the mailbox. I have tested the rights on the roles and cannot find a way in which the above is possible. I've currently configured it as below - but this means that analysts cannot view emails/attachments from requests. Is anyone able to advise how I can achieve this? Thanks Lauren
  25. Hi, When raising a request from an email, is the intended behaviour to paste the contents of the email into the request somewhere? Only we've found that this doesn't happen when we raise a request directly from an email. Thanks Lauren
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