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  1. 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
  2. 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
  3. 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
  4. 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 op
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. @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
  13. 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
  14. When using the 'Member Of' option (wiki description below), do you enter purely the CN name value of the group or the whole group value including the directory path? "Member Of - This field makes reference to the "memberOf" attribute of the user object in your directory. When a distinguished name (DN) of an LDAP group is specified in this field, the utility will only allow the group association in Hornbill if the group DN exists in the "memberOf" attribute of the user object being processed. i.e. only allow the Hornbill group association if the user object is a member of this directory gr
  15. At the moment you can include the custom fields from the 'Contact' but only the Organisation field from the contact. Can this be extended to allow the optional display of organisation fields and in particular organisation custom fields, as we use these to hold information such maintenance expiry date, support level and whether they are hosted etc. The aim is that this information will be presented in the Request View - Customer Section, so the analyst does not have to open up the organisation page to see them. Thanks. Martyn
  16. How do you turn the setting for 'Set Home Organisation' as it is unavailable to us when we are in more that one team/group?
  17. At the moment when you have the external customer on a request, the Customer summary section when not expanded only shows their name. Would it be possible to have the option to display the organisation on the heading line as well? I know we can pin the customer section down to display all the details, but that then takes up more space. Cheers Martyn
  18. As we have a growing and complex Organisation structure implemented in the Hornbill platform, it would be a real help to have a way to visually view and amend the organisation structure in a Hierarchical UI. Though you can sort by the Parent column, this does not give you the whole structural view. Cheers Martyn
  19. Hello, Would it be possible to input contacts within Service Manager without having to assign them to an organisation? We deal with external contractors and we would email them from the job request on a daily bases. However, without having an organisation created for them we would not be able to use this function. We currently have two organisations but have the assignment turned off for them. @lokent
  20. It would be useful to be able to bulk add a selection of users on the 'Assigned Users' tab in the Admin Tool when viewing linked users for Roles/Organisations, using the selection of another roles and/or organisation team. Cheers Martyn
  21. At the moment the keyboard Tab order on the 'New Contact' option under organisations is a bit odd. Tabbing from First Name takes you to the Global Search Text, then on to the Last name, then Global Search Action, then Email. This can be a bit of a pain when entering a number of new contacts and results in you having to use unnecessary keyboard/mouse operations. Would it be possible to have the tab order as Global Search Text, Global Search Action, First Name, Last Name, Email Address? Cheers Martyn
  22. As the majority of our customers are are external, it would be a real help if the Request Search Results layout included the Organisation under the Customer name. Cheers Martyn
  23. Hello, We have set up a nightly sync between our Active Directory and Hornbill and it is working ok but... How do we populate the 'Organisations' tab on the users profile? We use this on our reports. Thank you, Dan
  24. Hi @TrevorKillick, Based on your experience of the LDAP import utility, is it possible to change it so that when a user changes department, the utility updates the profile accordingly? At the moment, it only adds the new department. This forces us to run a report on a regular basis to clean these profiles. With 4000+ users, you can imagine the amount of time I am going to spend on this Any ideas are welcomed! Thanks
  25. I am trying to determine what additional permission I need to grant my 1st Tier team in order for them to have access to the 'Portal Access' link shown under Requests on the Organisation view. I have given them the standard roles of 'Organisations Admin' and 'Contacts Admin', plus a custom role of containing the Service Manager permission of 'managePortalSettings', but they still do not get the 'Portal Access' Link appearing so are not able to set up users to view all the organisation requests. In order to for the link to appear I have to give them the 'Service Desk Admin' role which con
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