Jump to content

Search the Community

Showing results for tags 'service manager'.

More search options

  • Search By Tags

    Type tags separated by commas.
  • Search By Author

Content Type


  • Hornbill Platform and Applications
    • Announcements
    • Blog Article Discussions
    • General Non-Product Discussions
    • Application Beta Program
    • Collaboration
    • Service Manager
    • Project Manager
    • Customer Manager
    • Document Manager
    • Configuration Manager
    • Timesheet Manager
    • Live Chat
    • Board Manager
    • Mobile Apps
    • System Administration
    • Integration Connectors, API & Webhooks
    • Performance Analytics
    • Hornbill Switch On & Implementation Questions
  • About the Forum
    • Announcements
    • Suggestions and Feedback
    • Problems and Questions
  • Gamers Club's Games
  • Gamers Club's LFT

Find results in...

Find results that contain...

Date Created

  • Start


Last Updated

  • Start


Filter by number of...


  • Start








Website URL





Found 123 results

  1. Hi When viewing any of the out-of-the-box request list views (e.g. My Requests, I'm Following etc) the following toolbar is displayed, that lists how many of the requests in that view are open, on-hold, resolved: When creating a custom view, the above toolbar disappears and it just displays a request total: At first, I thought this could be because all 215 requests in that view have the same status. However, I can see that there are requests that are on-hold, resolved and closed in this particular view. I've tested another view and have found the same thing. Could the status toolbar be enabled on all views, whether they're custom or out-of-the-box please? Thanks Lauren
  2. We've started to utilise the "Company" field for our sites - to add some context, we have sites across both Kent and Essex and have added the two counties as our companies. We've then associated each site to a company based on its location. We have support teams across Kent and Essex who currently have their request lists set to show any requests where the customer's company is either Kent or Essex. However, some of our staff based in Essex work in Kent and vice versa. This therefore means that the support teams' requests lists aren't always accurate. As every request has a site associated, could I request that the "Site Company" is added to the filters for request list views please? Thanks Lauren
  3. Hi Can I request that a third option is added to the search bar please. Currently, you can search either the details or the timeline of requests (as below). We'd find it useful if there was a third option to search the questions of requests. Is this something that could be implemented? Thanks Lauren
  4. We are just refreshing the branding and customisation on our portals to come inline with an updated corporate guidelines. We have noticed that even though we have updated the settings as per the wiki page (https://wiki.hornbill.com/index.php/Customising_Self_Service) when you open a Service Manager request, the colours setting which work up to that point in the portal are not honoured. As always a screenshot show it better. Initial screen with service catalog being displayed - primary text colour #212492 is correctly used. Entering a specific request it seems to go back to Hornbill defaults. Are there some additional setting or is this a bug? Cheers Martyn
  5. Hi, A couple of queries regarding linking requests via progressive captures: 1) Is there a way to link a request to another request via the progressive capture, without using the knowledge centre? As an example, if we know the reference of an open Critical priority incident, is there a way we can type in the reference of that incident and link it that way? I can't see that there is a way to make the knowledge centre only display incidents of a certain priority, or sub-status etc. 2) Is there a way to show a list of requests that meet certain criteria (e.g. Incidents with Critical priority and Parent sub-status) in the progressive capture at all? This will help analysts to link to current P1 incidents if they do not know the reference. Again, as I don't think we can filter the results in the knowledge centre, this would be a quicker and easier approach. Thanks Lauren Is there a way to make a list of incidents that meet certain criteria (e.g. Critical priority, Parent sub-status) appear in the progressive capture to lin
  6. Hi, Is there anywhere in a request where it lists what the fix time was? In Supportworks, there was a field called "Fix Time" that calculated the time between the request being logged and resolved. Thanks Lauren
  7. Hi Currently, when a connection is added (either as Impacted or Interested), the request timeline is stamped with an entry per connection. Is there a way to turn this off? Some of our requests have a large number of connections, therefore we find this can clog up the timeline. I know that this can be achieved by filtering the timeline, but as we have a large number of Service Manager users I wondered if there was a global setting that I could amend. Thanks Lauren
  8. Hi, Is there a way of making the "Remove" button on the Customer Details form visible to only certain users? We've had a couple of instances whereby analysts have accidentally clicked this button and it has removed the customer's details from the request. I am aware that the customer can be added back using the "Change Customer" function, however if we can prevent the customer from being removed altogether that'd be great. Thanks Lauren
  9. Hi, Is there a way of adding multiple items to the change schedule from one change/release request? For example, we may have three different outages across three days but all are in relation to one change notification. We therefore wouldn’t log three changes for this – we’d log one and have three entries on the change calendar. Thanks Lauren
  10. We're looking at editing some of our asset types but have found that the "Additional Properties" sections differ per asset types. As an example, for "Server" asset type you have "Computer Information", "Hardware Information", "Operating System Information" and "Network Information". For "Switch" asset type you only have "Network Information" within "Additional Properties". We ideally need the "Hardware Information" to be available for "Switch" asset type. How can I achieve this? Thanks Lauren
  11. Hi One of our analysts has received the following error when trying to take a request off hold: "FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateStatus): nodeName: API Call - systemSmUpdateStatus; nodeId: 15ccd0bd-6cc4-4151-94f1-95008f16b270; At 310/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemSmUpdateStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/systemSmUpdateStatus): nodeName: Invoke Flowcode: Take Request Off Hold; nodeId: 423f928a-1112-48b2-be44-4d9525ea4edb; At 368/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeRequestOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeRequestOffHold): nodeName: Invoke FC: Take fix timer off hold; nodeId: b2982779-bde4-4c7b-a388-0d8e5104fd6b; At 564/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::takeFixTimerOffHold] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold): Schema validation: Mandatory (com.hornbill.servicemanager/entities/Requests/fc_ops/takeFixTimerOffHold/adjustedTime)" throw(e); _fc_node_exec_b2982779_bde4_4c7b_a388_0d8e5104fd6b" throw(e); _fc_node_exec_423f928a_1112_48b2_be44_4d9525ea4edb" throw(e); _fc_node_exec_15ccd0bd_6cc4_4151_94f1_95008f16b270" Any thoughts? I cannot replicate this at all, so am a little unsure how to resolve this. Thanks Lauren
  12. Hi Is there a way to add an additional field to the request list that'll show linked entities? We currently have some incidents that are associated to problems and some that aren't - having a field that shows linked entities means we can sort our request lists more effectively. Thanks Lauren
  13. Hi We've recently encountered an issue whereby an analyst added a lengthy update to an incident of critical priority, but set the visibility as "Owner" before going on leave. We therefore didn't know what information the analyst had placed on the request, and had no way of providing updates to management etc. Therefore, is there a role or setting that enables certain admins of the system to see ALL updates, regardless of the visibility? Thanks Lauren
  14. Currently, the list of categories is displayed alphabetically except for those that are in capital letters. As an example, a category list may appear as follows: APQR Abcd Ajkl We'd like the list to be sorted alphabetically, without listing those in capital letters at the top. Using the example above, this would mean that the list would appear as follows: Abcd Ajkl APQR Is this possible? Thanks Lauren
  15. We appear to be missing Service Manager Announcement posts on the forum for Build 1451 from last week and 1452 from today. Can there contents be added on the Announcement Topic please? Cheers Martyn
  16. Is there a character limit on either the 'Single line text field' or 'Multi line text field' in custom forms within progressive captures? Thanks Lauren
  17. Since we've updated to Build 1439 (released today), our shared views are no longer listed under the "Views" drop down in the request list. Is this a known fault at all? How do we go about getting these back? Thanks Lauren
  18. Hi We've received some feedback from our analysts that the "Resolve Linked Requests" drop-down on the "Resolve" tab isn't obvious enough, and I can't help but agree. We've unfortunately seen several critical incidents be resolved by analysts then child incidents remain open for some time, causing a breach. Obviously some of this can be avoided with training. When resolving a critical or high priority incident, it is likely that child incidents will be associated and therefore need resolving at the same time as the parent incident. Similar to the "Reopen" and "Edit" button, could an additional button be added that says "Resolve Linked Requests" (preferably next to "Close")? The reason we cannot use the "Resolve Linked Requests" node in the business process, is because often a parent incident will have a problem, known error or change request associated which we do not want resolving at the same time as the incident. Thanks Lauren
  19. Hi We are looking at raising requests directly from assets. Within a request in Service Manager, you're able to raise a linked request using the "Raise Linked Request" button within the "Link" tab. I cannot see that there is a similar option when viewing an asset - are you able to confirm please? Whilst looking into the above, we looked at the use of custom buttons and the iBridge function in particular. We could only locate "Log Incident" or "Log Service Request" under "Log New Request" - are there any plans to add Change or Release to this list? Thanks Lauren
  20. Hi We are currently looking to improve our incident business process. We utilise activities to capture why an incident has breached, using 6 outcomes (e.g. third party fix, delayed assignment etc.) and an additional "Reason" box to gather further info. Our current process is configured to allow the analyst to resolve a breached incident, prior to completing the breach activity. If the breach activity isn't completed, it will expire after a set time. The concern with this, is that the incident doesn't change from "Resolved" to "Closed" until after that breach activity is completed (the auto-close function is set to 5 days, therefore it won't close until the activity has been completed PLUS the 5 days). Is it possible - at the point the analyst presses "Resolve" after completing their resolution text/category - the system auto-generates a breach activity. This activity must then be completed by the analyst before they are able to resolve the incident fully. I am aware that at this point the actual resolution timers won't have been marked. If there was a mechanism to calculate whether or not at that point the fix time had been met, it could prompt the analyst as outlined above. This would also prevent the auto-close of the request (as mentioned above) being any longer than 5 days. I welcome any thoughts/suggestions with regards to this. Lauren
  21. Is there a way that reports can be emailed to certain addresses after it has been scheduled to run? As an example, we'd like a report detailing our high priority incidents (and call-outs) to certain members of staff and management. This was something that was possible in Supportworks, but I don't seem to see an option to do this? Alternatively, is there a way of emailing a document from Document Manager (after scheduling the report to publish there)? Thanks Lauren
  22. Hi We've utilised "relatedEntityData.record.h_custom_l" in our incident details form as a way of identifying whether an incident has warranted a call-out of an IT engineer or not: It shows as a simple check-box for the IT engineer to check if they've been called out by the business. I need to be able to report on this, but cannot locate the table in which the custom fields available in the "Details" form are stored. Are you able to help, please? Thanks Lauren
  23. Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
  24. Hi We've come across some requests that have been logged under the wrong service. To give some context, we have our departments as services - IT Services, Facilities etc. One request that we had logged recently to Facilities was relating to power, but actually it was something that required IT intervention to resolve. We've come up with a few solutions around this, including: - Adding members of Facilities' and IT Service's Service Desks as supporting members of the other service (to be able to re-assign) - Amending wording on our progressive captures to advise customers of the correct way of logging We need advice on the best way to deal with these. Sometimes it isn't obvious to the customers which department their query/fault should be logged under, so educating our customers isn't always the easiest option. If there are any organisations that have a similar issue, we'd like to know how you deal with these situations. Similarly, any Hornbill gurus who have an idea, please do share! Thanks Lauren
  25. Hi, It is likely that this has been raised previously, however I was unable to locate any posts: Currently, within the request list you are either able to view all request types (by selecting "All") or one request type (by selecting the relevant icon) - you cannot select two different types of request without creating a custom view. Is there a change planned at all to enable analysts to select multiple request types? Thanks Lauren
  • Create New...