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Found 8 results

  1. We have started to move our knowledge base into Service Manager by creating documents etc, however, we have found that once a document is created it cannot be edited by anyone but the creator even if you select the option to edit the library or document. Is there a way to allow groups/teams to be able to edit documents?
  2. Hi All, We are currently looking to implement our own company branding to each service we provide via the customer and service portal, as it stands we are only able to display predefined logo's from a drop down list as per my screenshot. Can you please let me know if there is some other way for us to upload a logo or if this has been requested previously? (I cannot find anything immediately on a quick search of the forums).
  3. As you can see from the screen grab, my basic user import from AD is assigning each customer as their own manager. I've attached the config file, any ideas how I can fix this? The manager portion is, as far as I'm aware, unchanged from the defaults. basic_user_import_conf.json
  4. Hello all, Does anyone know when we can expect a beta/release of the Hornbill Project Manager module? We are eagerly looking forward to taking a look at and using this! Also, is anything know about the features this module will contain? Best regards, Alex
  5. 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 created a second subcategory called 'Ticket Update Billable' for all billable time. Whenever our agents are logging time against a ticket logged against a service whose time is billable our agents would have to constantly change to the second subcategory. This small extra step is easy to forget and when forgotten will cost the organisation money. I look forward to hearing from you, Alex
  6. Hi all, With the addition of time logging on requests we are really diving into this part of Hornbill, and we noticed a little thing we would prefer be handled differently. Whenever you start a timer on let's say the Update tab within a request and for some reason the agent switches to another tab (let's say the Callback tab) the timer on the Update tab gets reset. Would it be possible to have this by the agent explicitly enabled timer not reset on switching to another tab? Thanks in advance, Alex
  7. Hello all, We are running into an issue regarding the managing of the Timesheet Categories. A colleague manager of mine would like to change the assigned teams to a certain category I created. This is currently not possible. Will it be possible in the future for other people to change the categories and the people assigned to those categories for those they have not created themselves? Thank you, Alex
  8. Hi, I have an issue with of service requests BPM. At the moment only certain people can raise requests via the service desk (usually line managers) but everyone can raise incidents. I have a BPM to check to see if the person requesting is an authoriser (via custom field 1) and if they are the ticket auto authorises, if not it should query the customer info and email the manager to request authorisation. At this point I get the failure message as below: 35786 17/08/2016 10:23 error comms 18376 Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:notifyEmailCustomersManager] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomersManager): nodeName: Request has customer id?; nodeId: b6a23f2c-0e34-4839-84bd-73137f32f57e; At 248/1: "Uncaught TypeError: Cannot read property 'primaryEntityData' of null" throw(e); _fc_node_exec_b6a23f2c_0e34_4839_84bd_73137f32f57e The test user has a manager in the field in his profile (the manager is set as me) and if I remove the email customers manager part then I get the notification in service manager. The email template names are correct. I have no idea why it isn't working or if there is a better way of doing it. Help please!
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