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Found 16 results

  1. @Ehsan We do not appear to have permissions or the capability to be able to up the the controls against the standard entries in the 'User Availability' screen in the Admin Tool. For example 'At Lunch' we would want to turn of 'Present at Work' and turn on 'Do Not Disturb', so that our users do not get allocated request by auto assign when they are at lunch. Similarly there will be other standard entries (e.g. Out of the Office which is definitely not 'Present at Work') we will want to override the controls against the standard entries. We should not have to create duplicate custom entries just to be able to modify the controls. We just need the ability to modify the default control set when the new feature was introduced. Cheers Martyn
  2. I am trying to restrict the deletion of attachments using a role, so as to limit it to a certain number of analysts. There does not appear to be an 'Application Right' to do this at the moment, but is this something that can be done by adjusting the 'Database Rights'? If so would there be any issues with doing the latter? Cheers Martyn
  3. Can the 'Service Management' application rights be broken down to a more granular level. For example I want to give some personnel the ability to create/update FAQ's or Bulletins, but I do not want them to be able to edit other parts of the service. At the moment I have to give them Edit and View Service Records to do this, which allows them to edit everything on the Service Records. Cheers Martyn
  4. I am trying to identify the permissions required to give a team leader who does not have full administration privileges, access to the Service Manager > Configuration options, in particular the Service Desk option, so that they can update a team as to whom is to be excluded from the request assignment. Is there an existing application right for this? Cheers Martyn
  5. Hi, Has there been a change to permissions recently? I have users who are unable to complete tasks assigned to other teams which support the same service. They used to be able to do this fine. So, in the most recent issue, a user logged a password reset. This was triaged by Service Desk and a tesk to reset the password created and assigned to Service Desk. The ticket was then passed to another team who also support the service and the analyst could not close the request down as it wasnt assigned to his team. All users of the core IT teams have the role: Advanced Request Task Completer and I have not had this issue before in the entire time we have used SM. Recently over the last few weeks, I have had the issue reported to me upwards of 30 times, which means I have to reassign the task to the new team manually. Thanks, Dan
  6. Would it be possible to add to the Document Manager iBridge integration the ability to add and remove permissions (share) to a document/library, so that this could be done through the BPM? Cheers Martyn
  7. One of the challenges we face, as I suspect a number of us do, is ensuring the request is logged under the correct service when it is first logged, given that this cannot be changed. This then affects both permissions to view the request and who you can assign it too in terms of supporting teams. To avoid having to close and raise new requests on the correct service, it would be useful to have the option around Linked Services, for the 'Support Teams' of any Linked Services to be added to the request drop down, thereby allowing allocation of the request to the correct team and those supporting the linked service visibility of said request. This way the ticket is assigned the correct team and also you do not have to add all teams to every service, thereby bypassing in affect the security model. Cheers Martyn
  8. I am trying to establish the permission setup in Document Manager. Looking in the roles there is 'Docmanager Admin', but the description appears to relate more to a User level role, rather than an 'Admin' level role. Is it just the name convention that all users of Document Manager will need Docmanager Admin role in order to create and update document/libaries, or is this actually an 'Admin' level role that also give further administrator/super user permissions within the Document Manager Application? The reason for asking this is I have users trying to create documents and they are getting the error below. Before I start down the road of creating a custom role, I just wanted to confirm the context of the standard built in role. Thanks Martyn
  9. As part of our implementation of Sub Statuses we have created a couple of On Hold Statuses which we would only use for specific circumstances having no on-hold time expiry time. We would like to be able to restrict the use of these to certain 'authorised' users, i.e. Team Leaders/Managers, so it would be good to have the ability to restrict the permission to select a sub status value based on role membership. For example we have a Sub Status of 'Support Hold' which we use in the rare circumstance when a customer annual maintenance payment is overdue. This should only ever be used on requests by a Team Leader/Manager and ideally we would not want normal analyst to be able to select this or even better be able to see this status in the options to select. Cheers Martyn
  10. Hello, During switch on I needed our 2nd and 3rd line support teams to only be able to view, update and resolve incidents and service requests, not raise them. our switch on specialist created a custom permission set and when tested this worked. When they clicked the arrow next to raise new there was no incident or service request any more. However, somehow they have returned. On investigation it looks like this is because "self service user" gives analysts the ability to raise new requests. If I remove this they cannot see incidents or service requests any more. i'd very much like to go back to having the guys not be able to log incidents and service requests, but don't think I should have to disable self service access to implement it. Any ideas?
  11. Hello, I am trying to add some roles to my account using my technician account, but I keep getting the error "No rights on application com.hornbill.<role>" (see image for example). I refereed to the wiki article (https://wiki.hornbill.com/index.php/What_Service_Manager_Roles_exist%3F) for the necessary roles for a "Service Desk Administrator", and I already have all of them (see image). Do I need the Super User Role to add roles to user accounts? Thanks, Evan
  12. We are in the process of implementing the new Service Level's to replace the original priority levels. We have roles based on the system Full and normal Incident Management Users, but need to understand what permissions are required to allow a user to change the service level on a request. At the moment the users are not able to click and edit the service level on the requests setup with the new service levels. Cheers Martyn
  13. I am trying to ascertain what roles and application permissions are required in order to allow a non-system admin user access to the admin page and the ability to maintain a simple list held within Service Manager. We use a lot of Simple lists to hold version information against services, which are they picked up in the progressive capture process, as there is not inbuilt version handerling against service or catalog items. I want to to allow certain users to able to update the version lists, without them having full system administration access. Can you advise on what permissions are required? Cheers Martyn
  14. Ok, seeing as I haven't asked anything for a few days here's the dumb question for the day. I asked a few users to test the service portal for me and report back with their opinions. Unfortunately they're getting this error. I'm sure I've seen something about permissions to this table but I can't find it now. Can you point me in an appropriate direction? Thanks Doug
  15. Hi, I'm trying to set up some access for our Group IT Manager to Service Manager I don't want to give access to edit anything, just to be able to view the calls in peoples queues I've got it so that the calls are visible but when click on one it gives an error about access to h_sys_tasks I've assigned him to an Organisation as a Manager as given access to Allow Viewing Tasks thanks, Pete
  16. 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 contains additional permissions I do not wish to give my 1st Tier team. Cheers Martyn
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