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  1. Automating SLA Selection For each service that you offer, you may find that you need to provide multiple Service Level Agreements. This video takes you through how Hornbill Service Manager works with SLA rules to automatically apply an appropriate SLA to each request. The Service Level Agreement Rules take away all the guess work that you have when manually selecting an SLA.  Rules can be built with a variety of conditions to ensure that the correct SLA is applied every time.    
  2. Hi, a quick question with hopefully just as quick a fix. We only have one service and added the 'All contacts' entry into the Subscriber's list. I assumed this would give all newly created contacts access to the service but this isn't the case. No services are listed if I log a call for that contact unless they have been manually entered into the Subscriber's list as a contact first. Am I missing something?
  3. Similar to my earlier post (link below) about, is is possible to do a direct SQL update to set the 'Feedback Expiry' value on multiple services? The default is null/not limited when the feature was introduced and want to set a common value across all 100 plus services. Cheers Martyn
  4. Is there a way via direct SQL to bulk enable timesheet plugin on multiple Services? We have in excess of 100 services, so it would be good if there was workaround to be able to enables timesheet plugs in bulk. Longer terms it would be a good idea to have the ability to apply operations/settings to multiple services in one operation rather than having to do it individually. Cheers Martyn
  5. Hello, I am hoping you may be able to help. We have a team who we would like to lock down so that they can only see calls raised to their two relevant services. They should not be able to see any calls that have been raised under any other service. Anyone should be able to see their calls and anyone should be able to raise calls under their two services. Could you tell me what the best way of doing this would be? I have tried a few different ways but can't seem to get it quite right. I hope this makes sense. Your help on this matter would be appreciated. Many thanks, M
  6. Is it possible to set up a custom security group to give users access to be able to change the status of a service without being able to modify the setup of the service or add/delete services? As part of our major incident process we want our analysts to be able to change the service status to make it visible on the portal but we don't want them to be able to modify any of the setup of the services, response times or resolution times thanks, Pete
  7. Good Morning all, We are running into an issue regarding marking time logged against tickets as billable or not billable. Would it be possible to change the default categories under which a certain action is logged based on the service a request has been logged against, or add an easy way to mark this time as billable? Some of our services are time billable by default, and some are not. Right now we are using a default subcategory called 'Ticket Update' for all time logged against a request. This does not distinguish between billable and not billable time. Because of this we create
  8. When our basic users login to the service portal, they are not presented with the available services. They only have the option to change their profile. When the "standard" licenced users login they can view all available portal services. I`ve checked the services and in terms of subscription they are configured as "This service is available to everyone".
  9. Good Morning all, We hope to create a list of all requests which have tasks marked as billable for service 'X'. What I have so far allows us to create a list of tasks marked as billable for clients with a specific value within a custom organization field. For example: All requests with tasks marked as billable for every client whose organization has h_custom_8 = 'Swyx Hosted'. We would rather have the report look at the actual service instead of some custom organization field which may or may not be up-to-date. I figured I would just join h_itsm_servicesubscriptions (h_fk_subscri
  10. Hi, The search function on our service portal is no longer working I'm not sure when it stopped working but I've tried it today and yesterday and it never returns anything I think it may not have been working on Tuesday either After a while it comes up with the following error We've just started getting a few of our users to trial the portal before we announce it to the organisation I know it has worked ok in the past kind regards, Pete
  11. Hi, Is there any setting that can be altered that controls the number of visible service icons before you have to click on 'More services...'? I've been asked whether it is possible to have them all showing without clicking on that I have explained that you can add your most used as favourites or that you can go to active calls to view the services with active calls against them Thanks, Pete
  12. We have a number of times where we need to move calls from one service to another is this possible? can anything be configured in the business process to switch to another service is a mistake is made? Thanks
  13. Hi, I've just created a new catalog item within a service called 'Remote Working' and for some reason it hasn't put it into alphabetical order. It certainly used to - is this something that has broken or have I forgotten something :-) Thanks Tina Catalog Items.docx
  14. I applied two updates to Service Manager today, the second one seems to have wiped out the progressive captures set against each of the catalogue items Has anyone else experienced this? We're looking to go live next week but we can't have an update knocking out these settings especially when we start getting users to use the service portal
  15. We are currently setting up a large number of Services ahead of going live and going a bit loopy scanning through the Icon selection pages, so I have created a visual lookup document in word with all the pages to make it easier to locate/choose an icon for the Service and know what selection page it is on. Hopefully this is useful to others as well. Cheers Martyn
  16. We are in the process of updating the Details Form on our Services to make some of the custom fields view able as we will be both using them going forward and also be transferring some data into them as part of the migration using the Request Loader. My understanding was that this customisation is at a per Request Type and Service, but it appears that when you save the customisation it is partially saved across all services. For example when you add customisation to a Service, in this case add CustomA as field called Third Party to the Elections service and apply the changes they then appea
  17. Good morning, We are going live to our user base on Thursday but have an issue where all our available services are not available to view on the self service portal. It will show a maximum of 6 and no more. We have added around 12 services but only 6 are visible in Self Service. This is quite a problem as this means users will be unable to view 6 of the services. This is when 'All my Services' are selected and we are not in the 'favourites' view. Any help would be greatly appreciated. I am aware this issue exists from talking to your support team and I am wondering when this will be add
  18. Hi, I would like to know if it's possible to assign a default service to a progressive capture? If not is this something that can be added in the future? Thank
  19. At the moment when a customer logs an incident for the customer portal they first select the service from the services available to them. When a incident is being logged by phone or email, will the list of Services generated in the progressive capture 'Service Details' by filtered to those services the select Coworker/Contact has been sunscribed too? Cheers Martyn
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