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Found 133 results

  1. Hi, We've got several custom views that we need to remove/update that were created by someone who no longer works in the organisation. How do we go about doing this? As I understand the only way to do this is to get the owner (creator) to... Thanks Lauren
  2. Hi We've come across an issue regarding escalation events where there is no assigned owner. We have escalation events configured to send an email notification to the owner and line manager of the owner but these are sometimes not triggered due to the fact that the request has no assigned owner - usually this is because they're assigned to a team rather than an individual at the point of the email notification being sent. Is there a way that the system can identify the user listed as the Manager or TeamLeader of that team as per the team membership? Thanks Lauren
  3. Following the latest updates I am unable to create new charts off of views. When attempting to create a chart an error flashes up when clicking save. Has anyone come across this or know the cause?
  4. Hi, Is there any way to link multiple sites to a request? On some occasions, a request may require involvement by IT at multiple locations. To ensure we can report accurately, we'd need the ability to link more than one site. Thanks Lauren
  5. Currently, you can switch on the editing of posts - updates, resolution etc for everyone. Is there a way to only allow certain members of staff (maybe belonging to a specific role or group) to edit posts? Thanks Lauren
  6. Since we updated Service Manager from 1515 to 1554 on 16/07/2019, dashboard charts are showing segments all as one colour - blue, rather than different colours. At least two managers have reported this issue so far. See attached example.
  7. 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
  8. 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
  9. Hi, Apologies if this is a silly question, but is there a way to configure a business process to raise two or three activities at the same time? We have some business processes that will require work from multiple teams, at the same time (i.e. one team's work isn't reliant on another team completing their activity). Thanks Lauren
  10. Hi We'd like to be able to limit the requests that can be linked to other requests - when searching for problems or known errors to link to an incident, problems/known errors from all services are returned. We'd like to limit this so that only requests logged under the same service as the request you're linking from are returned. I know you can specify a service, but we'd like to reduce the risk of incidents being linked to the wrong problems. Is this possible? Lauren
  11. Hi, I'm trying to build an email notification into our change and release business processes, that emails the analyst who raised the change/release once their request has been approved. I can't find a way to do this, either using the variables (by selecting external email address) or by emailing customer (presumably as it stores the requester in the "Raised By" field rather than "Customer). Is there a way to achieve this please? Thanks Lauren
  12. We are currently looking at migrating from SupportsWorks ITSM Foundations to Service Manger and as external customer facing servicing service desk we have a in excess of 1,000 organisations(aka company) and 1,700 sites. At the moment in Service Manager, there is now the ability to hold sites as well as organisations, however this current facility is abstracted from users and organisations, with it just being a list of sites. Though for a primarily internal focused service desk this wold probably not be a major issue due the normally smaller number of sites etc. However as we have a large number of sites, presenting this list with out filtering/relating it to the customer/organisation context means that it is not practical to use. Are there any plans to link the site object to both organisations and users, i.e. an organisation can have one or more sites linked to is a site is linked to a organisation a user has a default site from the list of the organisation they belong to. Thanks.
  13. Hi, I have a few questions regarding the request list columns (i.e. the customisable headings - Reference, Status, Summary etc). 1) Currently in Supportworks, we have a column called "Solution Text", which displays the first line of the most recent update. This is really useful for our analysts as they can see at a glance what the last update was. It also helps determine whether something is outstanding and needs to be actioned on a request. Having this, in addition to the colours on the request list and sub-statuses to show new updates, would be really helpful. Is there another field that displays this information, or is this something that could be easily added? 2) Our users in Service Manager (both full and basic) have been set up with handles in the format "FirstName LastName UserID" - e.g. Joe Bloggs 12345. The customer column displays customers in the format "FirstName LastName". We really need that ID part to be visible in the request list. I can't seem to see a field that says "User ID" in the available columns - is this something that could be added please? Thanks Lauren
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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
  19. 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
  20. 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
  21. 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
  22. 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
  23. 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
  24. 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
  25. 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
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