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  1. Hi Some of our request forms are quite lengthy (e.g. HR recruitment) and can take some time to complete. Customers find that sometimes they lose their request part way through filling out the form due to poor network (local issues - we have many staff working from home at the moment!) If it were possible to save a request before a customer submits it, this would not only mitigate network problems that may occur during form completion, but would also significantly expand the business potential of the product. We could create far more in-depth Progressive Capture forms (e.g. que
  2. Good afternoon I'm hoping someone can help me resolve an issue I am having with roles and rights. I would like to create a role that when associated with a user enables the editing and reassigning of tasks in calls by said user. This facility does exist if one has the superuser role but, for obvious reason, i wont be giving out that role to the larger community. I cannot seem to locate what application or system rights are required to carry out this function as part of a role. Giving the "Manage tasks" system right in a custom built role doesn't have the desired effect. I
  3. This was working fine until this weekend without any changes that I am aware of. The BPM issue is a follows "Status : Failed Last Updated On : 09 Nov 2020 08:57:56 Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception;
  4. Good afternoon, We have noticed that when raising a request for a user in Hornbill that we are able to see current active requests. These should be filtered by domain so when the Service Desk raise a request they cannot see requests raised by HR and vice versa. I have started raising a request and have seen a HR service request along with its title, my presumption was that this was due to elevated rights however I have verified that co-workers in Service Desk see not just the reference but the title too and the title could refer to a private matter which HR would not wish to dis
  5. There was an announcement yesterday for Service Manager 2041, which now appears to have been removed from the forum. Given that this was not auto applied over during the maintenance window, I presume this release deployment has been delayed. Is there any idea of the new timescale? Cheers Martyn
  6. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
  7. Hello, I'm sure there is a setting to allow this, I am just not sure what it is. We have used the Incident Details Form Configuration to add in a couple of extra details for our technicians to update in one of our service portfolios. I can make them so they are always visible to the technician, but they don't appear to be visible to the end user. Anyone know if this is possible? In the example below, we would like the end users to know who is doing the testing for this particular incident. I was hoping it would display somewhere here: Thanks James
  8. Hi We are starting to transfer our FAQs into Hornbill. Couple of the Service Desk Team are unable to add new FAQs due to permissions Cog -> Service Manager -> My Services -> "IT Support" -> FAQs -> +New FAQ What group do they need to be in ? Thanks
  9. Hello. We have started using the "Custom Buttons" with "Auto Tasks". There is a key feature missing... Inputs into the "Auto Task" can only be given from existing variables. I would like to have an option for the input variable to pop up with a data entry box. I could then seamlessly "branch" from the input rather than creating several buttons with similar process. (I know i could use the Data Form and assign a Variable Text to that but this is not seamless) Thanks Jamie
  10. Hi, When hovering over requests displayed in the request list, a preview of the request appears - this shows information such as summary, description, customer, organisation, owner, status and priority (image added for reference). We would like to amend the information that we see here. Is this possible? If so, is it possible to display different fields based on the request type? E.g. with problem/known error records, we'd want fields such as workaround to be displayed. Thanks Lauren
  11. Hello, I am trying to create a report that runs on a daily basis, for changes that were authorised during that day up until 16:15. I would then set the report to auto run at 16:20 each day uploaded via document manager. Our change process is very mature, so standard and Normal with an impact of minor - do not require CAB approval. As there are different processes different changes follow I wish to create reports that are as efficient as possible. I have looked at the change requests table, and there doesn't seem to be any option in there for the word authorised. After havin
  12. My organisation wishes to change our priorities how do I amend these. I have created new priorities but the resolution timer does not activate
  13. Hello all, I have a dashboard view currently set up, where a colleague is able to extract all smartphone requests captured in a month. Currently a colleague from the Procurement team, goes through all tickets, to find the cost code, which is a question in the progressive capture of the catalogue item. What would be handy to save the Procurement team going through each ticket manually, as on average there is around 100 per month, if I can add the cost code field into the report so this information is pulled into the Excel Spreadsheet extract. Would be keen to know if this is
  14. Hi All, Since the update to build 1958 of the Service Manager we have been unable to raise incidents from inbound emails. Upon raising the incident we receive the attached error. The BPM runs and logs the version being used and then the PCF seemingly fails to collect any information. Our application cache has been cleared sucessfully. Any advice on this matter would be greatly appreciated.
  15. Hello all, I'm not sure whether anyone has come across the same thing, and was able to work around this, or find a better solution to what I am trying to achieve here? Any feedback would be gratefully received. Every Friday at 10 am I run a report on Customer Survey Feedback Responses each week. I've managed to run the report successfully, and with @Victor's assistance this has been working well. A few colleagues have noticed that I am missing some of the response data. What I would like to do is that I capture a rolling last 7 days from the time I run the report, however the v
  16. We have identified an issue where time spent entered on Service Manager actions on the Request View are not recorded in the timesheet manager, if the tab/session has been inactive for over approximately 30 mins. The action itself, such as update, resolve etc, is recorded on the request as normal but the call to append the time record to the timesheet application does not occur. This will continue to be the case until to force a refresh of the session using the CTRL-F5, after which the updates will record successfully both to the request and the timesheet app. Appears to be related to the
  17. Hi Is there a way to report on the stage checkpoint of a ticket? I have the requirement to report on what stage a group of tickets are at, but cannot find a table that might contain the info Thanks Darren
  18. Can the time spent entered on Request List actions be included in the header information displayed on the timeline entry that is inserted into the request activity stream, so that is possible to see the time spent on each post without the need to open the timesheet dialog in the right-hand side. This would allow the timespent information to be viewable when printing the request. This information was visible on the Call Diary view in Support Works, so it would be good to implement this functionality in Service Manager. Mock-up This could be configured as system setting
  19. Hi I have a few queries around problem management in Service Manager: 1. Is there a setting that can be enabled to automatically add the customer of an incident as a member or connection on a problem/known error, that their incident has been linked to? 2. Once the above has been added, is there something that can be configured to email an update to all of the members/connections on the problem or known error? 3. Is there the option to update each linked incident from a timeline update at any time - i.e. not a node defined in the business process - this is something we had configu
  20. I am trying to determine a way to monitor the number of Service Manage Subscriptions using a SQL Measure, so that I can keep a track of our subscription usage and also allow me to predict/plan for any required increases. I have got as far as below, but still are returning more rows than the subscription count, so I must be missing or have a invalid criteria. SELECT distinct a.h_user_id FROM h_sys_accounts a left join h_sys_accounts_roles rg on a.h_user_id=rg.h_user_id left join h_sys_roles r on rg.h_role=r.h_role where a.h_class=1 and a.h_account_status <=1 and r.h_application='c
  21. Service Manager Build 1901, appears to apply but UI and Admin Tool are not updated, showing there is still an update to apply. You are then able to apply the update multiple times, but it still does not show as applied in the application. Cheers Martyn
  22. Hello all, I'm hoping someone can help me with an error that's been reported to me. On the self service portal it seems managers have lost the ability to see their staff's requests in the self service portal. It worked previously before we updated to build 1884, I've just updated to 1901 but still no joy. I've checked the LDAP import and everything seems fine there as I'm still importing the manager field from AD and the log doesn't mention any errors regarding that... just wondering if anyone else has this issues? Any help is warmly welcomed Thanks, Martin
  23. As there is no interactive translation mode for the customer portal, I am trying to identify all the translation entries that would be applicable under the Translation options in each of the area's below, which would be applicable to the content displayed on the customer portal. Service Manager Collaboration System We have done the bulk update by using the Google Translate integration but now need to correct some of these using our native specking staff. My aim is to do this first off by extracting the current translation entries so that they can be corrected off line by
  24. Hello all, I've browsed through the community regarding various on hold requires in Hornbill Service Manager but I couldn't see anything raised for this particular topic. So I'll apologies in advance if this has been mentioned before and I've missed it. Occasionally there is a requirement to extend the request ticket on hold time, to a ticket that is already on hold. The only way to extend this at the moment, is to take the ticket off of hold and to then place on hold with a longer date. Has anybody been able to find a way to do this? I've also found that you can click
  25. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
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