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  1. @Steve G We are looking at using the Hornbill Cleaner Utility to remove an previouse customer Organisation and Contacts which has asked us to remove all Personal Identifiable Data (PID) from our system. Can I jsut confirm that when deleting a Organisation and Contact the assoicated Audit Trail with the said objects is also deleted? The reason being is that the Audit trail contains details of changes to PID during the lifecycle so I have to also confirm that this record is also deleted. Cheers Martyn
  2. Can we request the ability to filter the Global Search on Requests by Organisation. At the moment in terms of external customer support, you can only filter by the 'Customer' aka the external contact. We would like to request the ability to search within the external Organisation. Cheers Martyn
  3. Can the Global Search option for 'Requests' have an extra criteria option added to allow searching by 'Organisation' , i.e. for external customer facing tickets with the organisation information populated? Cheers Martyn
  4. Linked to our earlier posts we would like to request additional 'Data Query' options for use in both current Progressive Capture forms and hopefully in BPM Human Task fields. Organisations (already requested by @Paul Alexander) Service Name (Service ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by suppling a Service ID. We are trying to implement with the BPM the process to update the service and catalog of an existing request, but the current limitations of using a hard code list or simple list in the real work Service Catalog is not practical to implement. Being able to used dynamic 'Data Query' sources would allow the BPM to be configured to present a list based on the context. Cheers Martyn
  5. Though you can link Assets to external organisations, you can on see these in the Asset Request List or from a Request itself. Can we request an Asset View on the Organisation screen just the options for 'Contacts' and 'Requests' which are already present. Cheers Martyn
  6. When using the Preview UI and viewing a Organisation record the custom field labels are duplicated when there is no value in the field itself. Cheers Martyn
  7. When using the word search feature to find a team in Organisations, it doesn't work. In the attached, we'd expect typing in the words shown to filter results down to just one entry.
  8. Can we request an enhancement for a BPM operation to be able to return a list of linked requests, with the optional ability to filter by request type, as a comma separated string. In our instances we are wanting to attain a list of linked incidents to pass via iBridge to our development system in JIRA. It would also be useful to be able to do the same to get the list of organisations for said linked requests. Cheers Martyn
  9. We recently undertook an import of request form an ZenDesk service desk into Hornbill which all loaded correctly in to Hornbill, except for the active requests where the incorrect Service Level Agreements where assigned as the SLM Rules to determine the correct SLA to apply did not evaluate correctly. New request logged correctly since the migration directly in Hornbill do have the correct SLA applied using the rules in place. Our SLA rules use both the Organisation and Organisation Industry to determine which SLA to apply and as per best practice we have a default catch all rule to apply a default SLA. All the imported active requests got the default SLA. It appears the Organisation relationship used by the SLA rules is not being set properly by the import tool, so it is not able to evaluate the Organisation name or Organisation Industry values used in the rules. In terms of the imported requests these where matched at the user level by h_logon_id and also supplied the h_container_id of the organisation, using v1.8.1 of the tool. We have two concerns, One how to do we avoid this for future migrations, so that SLA rules apply properly? We have had previous issues in our instance where requests have subsequently become cross linked to the incorrect organisation due to different interpretations of the organisation and container id relationships, which has involved @Victor have to undertake corrections. Example SLA rule below Cheers Martyn
  10. Over the years of using the system our organisation structure has grown and changed within Hornbill, with deeper and more complex structures. This has meant that organisation objects created originally where Teams at the time have now become parent departments with child teams. This has become more apparent with the new Admin Tool Organisation view. The current Admin Tool does not allow you to update the Organisation 'Type' field, so we are not able to alter the types of the existing organisation records and make full use of the Organisation view. Can we request to have the ability to update the Organisation Type via the Admin Tool. Cheers Martyn
  11. When importing requests into Service Manager using the Request Import Tool, the requests are being matched to the correct organisation, with h_container_id and h_company_name being populated, but the h_org_id field is not populated with the link organisation id. The the application uses the container id for the link, we also use the organisation id as a field in some of our widgets to show top 5 logging organisations etc. Cheers Martyn
  12. Linked to the post below, we have just imported in a number of organisation including populating their region (h_region) with the ISO Code for the region. The code matches the code added into the External Organisation Region simple list, but does not show the Display Text (or the code). If we select the region from the simple list on the imported organisation it then shows properly, but the region(h_region) field value is identical, so not sure why it does not show immediately after the import. Any ideas? Cheers Martyn
  13. @Steve G I am once again importing a new set of organisation and users into Hornbill as we integrate another part of the business. We have started using the region field and to a lesser degree the timezone field in the organisation table. However when I attempt to update the SQL Organisation Import Tool, I am not able to get it to accept region or h_region as a valid target field. Is this accessible in the tool or is this an enhancement request to get the fairly recent field added to the tool? Cheers Martyn
  14. We have been updating some of our teams in the internal organisation structure which has included delete some teams which are no longer required. However where the deleted team was a subscriber of a service the service subscription is not removed and is orphaned. This results in blank team subscriptions showing against the service in the portfolio. Can the delete team process be updated to cascade it removal or require the team to be unsubscribed before being able to delete it. Cheers Martyn
  15. Timesheet Categories members not being removed when organisation objects are deleted, leaving blank lines in the members for both the parent category and the sub categories. Cheers Martyn
  16. Can we raise an enhancement to request the addition of Organisation Industry and Region to the Customer Section configurable options in Service Manager for the Request View. Cheers Martyn
  17. When adding subscribers to a service the lookup is including archived accounts. In out particular case it is listed archived external organisation records. Can the lookup be modified to not include archived objects, have a filter or somehow indicate in colour/label that the object is archived. In our case where we have archived duplicate objects, there will be multiple matched with the exact same name. Cheers Martyn
  18. Following on from @Michael Sharp post below relating outputting scheduled reports to a document library, we would like to request the ability to link a document library to an external customer and/or organisation, so that when the customer logs in to the portal they can see the library under the general Document option at the top. This is so we can setup scheduled reports for customers, which are then delivered via the Customer Portal, as another means of encouraging them to use the portal rather than just emailing them. This also help to alleviate the limited customer export/reporting options in the portal at this time. Cheers Martyn
  19. We have a large volume of service and managing the on a service by service basis in order to try ensure each organisation has the correct services is very difficult to do using the current user interface which is service-centric. It would be really useful to be able to view all services which a organisation is subscribed too from the organisaiton screen and have the ability to add or remove them from this view, rather than having to access each service individually to check or alter the service subscription. Cheers Martyn
  20. Organisation Import Tool v1.0.1, when using the Update (or Both) actions, does not pick up changes made to the custom fields so does not trigger the update action, when attempting to update the custom fields. Can this be corrected so that the update method check all fields? Cheers Martyn
  21. We are attempting to setup a Widget to display the top 5 External Organisation for the last 12 months based on call volume, but struggling to be able to get external organisation name. With the following Filter Cheers Martyn
  22. The Get Request Information - Organisation Details node is not returning all the newer fields. Namely Region Language Timezone Custom_0 Custom_10 Custom_11 Can this be updated please to pick the new ones up? Cheers Martyn
  23. Related to our earlier post about having a default language field added as standard to the Organisation entity, could we also ask for a Region field in addition to the Country one. The reason being is that we will want to identify the region of the external organisation, so that we can branch in the BPM based on this to deal with allocation to different regional offices and also select the appropriate SLA/Working Time calendars as different regions with a country have different bank/public holidays. Cheers Martyn
  24. @Victor In relation to the Organisation Import Tool (1.0.0), there are some fields missing from the example field mapping in the json configuration file. In particular the 'h_notes' field is the one I am after at the moment, but 'h_timezone' and 'h_region' appear also to be missing, but language is present. If I add the missing ones in to the field mapping, will they work or does this require a change to the tool itself? Cheers Martyn
  25. Hello, We've been using Configuration Manager for over a week and so far it's been proven useful. This request is likely to be part Service Manager - Assets, and Configuration Manager. We need a way to group a collection of Assets under an Organisation (Menu -> Customers - Organisations / Contacts)... bearing in mind we do not use Customer Manager (since our customers are the Business themselves) though we have third party supporting some of our Assets and Applications - but they would never log in to our Portal or Hornbill at all. We need to be able to link these assets to those Organisations, as well as having it shown in Configuration Manager, and I would really hope that we do not have to set up a "Basic User" in order to show this information. What we expect to be able to do is to use Configuration Manager to see the linked "Asset" against a Request, then to be able to expand that "Asset" and view the Manufacturer / Organisation "Supporting" it, then to be able to expand that node to view ALL the other Assets under that Manufacturer / Organisation. Many thanks, Samuel @Aaron Summers - for info
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