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  1. Related to my earlier post on structured searching within Workspaces, would it be possible to list the field names which are exposed for searching requests. From my testing it appears 'content' seems to include the historic updates as well as the timeline updates, but thinking of whether you can also use search criteria such as owner, service, team etc. Cheers Martyn
  2. I know that I have already asked this question as part of the Webinar for the new Employee Portal but I just wanted to formalise a question to see how other feel. We are about to add a significant amount of Services to our system and most of these do not need to appear on the portal but we will be raising requests against these for our customers, however with the current model you will only be able to see/interact these requests in the portal if that Service is visible on the portal. Can we ask for an enhancement to allow customers to view all their requests in the portal regardless
  3. We are in the process of trying to convince one of our other service desks in our wider group to migrate to our Hornbill Service Manager Instance from 'Salesforce Desk'. One of the features they use extensively and is one of the blocking issues, is there ability to add multiple tags/labels to there requests which they then use as part of there process for identification and searching/selection. As Requests can have multiple tags/labels associated with them and they are not necessarily sequential nor singular we cannot utilise sub states to emulate them. Example screen shot below show how
  4. After switch-on, can I delete all requests and start from #1 again? Is that normal? We've generated an awful lot of tickets while testing workflows and am curious if we can start from #1 again at launch.
  5. Does anyone else generate large number of requests in bulk and if so how to you do it? We have a large number of service requests we need to log annually for inspections and safety tests on equipment, in our case street signage/equipment. The only option I can see at the moment is to create the list from spreadsheet and then use the SQL Request Importer. Cheers Martyn
  6. We are about to embark on a course of action, but I wanted some clarity around what others so to get around the issue of linking incidents to problem requests. My current plan is to place a node in the problem bpm when raised to pass details of the PB number and the description to some code via the API to update a simple list called Problem Requests. This list is then going to be added to the Raise Request PCF so that when jobs are raised we can get our analysts to choose from the simple list the correct problem record to link the new incident too. Once the incident is then l
  7. I have a scenario where I would like to post text data capture from a client into a Service Request through the API. At present I would like to use either 1) A request custom attribute to store the data Not sure of what Hornbill Service Manager Requests function is best to do this. or 2) A request activity stream entry with a specific type I have successfully done this using "https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=updateReqTimeline" However, once the data is posted I then want to be able to search / find the values via the A
  8. Hi, I am trying to capture the time spent logging a request in timesheet manager, but can't seem to find out how to do it. Has anyone set this up in the past and using it? thanks Darren
  9. Hi, I have seen the following video on YouTube (https://www.youtube.com/watch?v=mIK_hEJ6NQ8) and I'm trying to get the search on our Customer Portal to show 'Requests' as well as 'Services' & 'Catalogs' . Our customers have asked why can they not put in a request number/reference into the search and it find their request. This is really frustrating them. I have also tried searching for words in the Summary or Description but no luck. Any advice please? I thought it may have been a configuration setting somewhere to allow requests to also show in search results, but I struggle
  10. We know that you can schedule activities based on assets, but we have requirements to generate requests on a regular basis against Services and didn't know if this is possible?
  11. When customers log a self service request it seems that the first few actions are suggesting that they are done by the customer when actually these are performed by the System BPM Manager e.g Emails being sent, timeline updates etc. Can this be investigated?
  12. Hi, When we used to raise requests from email it would automatically add any attached files to the call. (This is going back quite some time now) But now we are only able to attach files to the request by either applying an email to an existing request or by applying files that we have downloaded. Is there a setting that we can change so that it will attach files when raising requests again or is this no longer possible? Thanks
  13. We have a form that we ask our analysts to complete which includes picking an asset from a list taken from the asset management panel, is there a way to add this asset to the request as part of the BPM?
  14. Is it possible to search for requests that are associated with an asset? I ask this question because I am trying to create reports to find incidents, services requests etc. that are associated with a particular asset. There must be an association because when you look at a particular request, you can see the assets associated with it. I am essentially trying to do the reverse of this. I've been looking at the various entities in the Entity Viewer to find a link but have been unsuccessful so far!
  15. Hello everybody We are using the Requests::smGetRequests API to extract data about incidents / requests. What we are trying to do is to find out which requests have received Customer Feedback, and then extract the Customer Feedback via an API. We have gone through the API documents, but cannot work out how to do this. I can see that Requests::smGetDetails does have this information, but this needs a requestId (e.g. IN123456789), and cannot be filtered on the date the feedback was given. Is there an API to get the 'Request Feedback' entity, or the h_itsm_request_feedbac
  16. Is there somewhere where we can choose the information that appears in this box to include extra information such as 'Site' in our case?
  17. Hello, I have added a label in a progressive capture, but once the request is logged, it duplicates the text. Is there a way to not have the text show twice (other than using different text for the first line, as it's just intended for information only)? Many thanks, Alisha
  18. When making changes to a business process you might find these changes not being applied on newly raised requests. This is a common oversight and it happens because the version of the process which contains the changes has not been published. If making changes in a process and save an activate the process, the new version created also needs to be published if you need the changes to take effect in the newly raised requests. Publishing a version of the process is done from the "Publishing Manager" interface within the business process designer.
  19. When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) and the routing rules must be enabled (turned ON) The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing
  20. We have set up a process where analysts can log and assign jobs to themselves at the point of logging a job. We are finding that if the analyst is in more than 1 team it assigns the request to the first team they are associated with normally this is the first team alphabetically is there a way of changing this priority?
  21. Is there an easier way to accept jobs, currently it seems that you have to 'assign' it to yourself. We were hoping for a quick action like in Supportworks where you can just accept the job by clicking on a button, is there some setting that we have missed or is this the way it is..... Regards Jeremy
  22. Against each service that we make available to our external customers there are a number of columns of information shown on the 'Requests' tab: Priority is not one of the columns (this is a mandatory field requirement for all of our request services). What we have also found via a build up of customer complaints to us is that the Priority is not even visible when they open up the request to look at the detail. How can I make Priority visible through the portal ? Thanks in advance Paul
  23. Hi, I'm sure I've seen this come up before but I can't find it. We are finding it a little odd that when a call is on hold you are unable to end an email, attach documents or look at the Customers assets. We can still update the request ok but if for example a Customer has a problem with their mobile phone and I'm waiting for them to bring it round so I put the call on hold. In the mean time if I want to contact the mobile supplier I'm unable to see their asset details from the call as it's on hold. This is a pain. Is there any plans for this to change? Thanks Tina
  24. Hi, When new requests are being logging I get the following error message: If I click the restart BPM button it seems to work. I have just installed the latest update. This is happening on all logged calls since the update was applied. Thanks
  25. Hello, Not sure if I've spoken to folds about this before or not, but it's something that's frustrating me! If I want to quickly search for tickets that include a certain detail, for example the below when I want to see tickets that mention "greyhounds". The results are not in any particular order. Or they look like they go by class, then date... but then on the next page there's more of each class with differing dates again. With most search results you can change how these are sorted. Like you can click a date column and have it sort by Date Logged, or Owner. But in Hornbill
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