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  1. At the moment you can only create or updates service subscriptions using the 'SubscribeToServiceID" parameter with the Contact Import. Can we raise a enhancement request to add same option to the Organisation Importer as well, plus the ability to pass CatalogID to as exclusions as well. We are looking to migrate another Service Desk into our instances including all of their Organisations and want to import their subscriptions as well, rather than having to process them all manually. Cheers Martyn
  2. I think that I have asked about this before, but I can't find any record of it.. Please can a consideration for a search bar to appear in the services list so that analysts can search for a service or catalog item to raise a request against. We have an increasing list that is becoming more difficult to find the correct service etc, I know that there is a consideration for having less services but this is currently not the direction that our teams want to go. Something like this....
  3. I've been trying to figure this one out, but I've drawn a bit of a blank I have a requirement for a Service to be setup which is available to all users (i.e. there are no specific Subscribers listed against the service, it's available to everyone) via the Portal Within this service there needs to be mulitple Service Catalog items, but I need to restrict some of them so that they are only visible to certain users (I basically need everyone to be able to be set as a customer against any request raised against the catalog item, but only certain people to be able to actually raise the request in the portal - the service desk analysts/BPM workflows will change the customer on the request later as/when needed) I've noticed that there is a Restrict visibility option available on Service Catalog Items, but only when specific Subscribers are listed against the service, it disappears when the service is available to everyone Is there any way to do this when the Service is available to everyone (i.e. no specifically listed subscribers?)
  4. Linked to our earlier posts we would like to request additional 'Data Query' options for use in both current Progressive Capture forms and hopefully in BPM Human Task fields. Organisations (already requested by @Paul Alexander) Service Name (Service ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by suppling a Service ID. We are trying to implement with the BPM the process to update the service and catalog of an existing request, but the current limitations of using a hard code list or simple list in the real work Service Catalog is not practical to implement. Being able to used dynamic 'Data Query' sources would allow the BPM to be configured to present a list based on the context. Cheers Martyn
  5. We have some services where we have supporting teams which works well, however some of these requests need to be shared with other teams but can't find a way to make this possible. We have tried adding a linked service, but this still honours the original service and does not allow access to the request. The only way that we can get this to work is to add a specific analyst as a member then they can see the request, is it possible to allow analysts access by honouring the access of any services that are linked to that request?
  6. Would it be possible to have custom buttons allowed on Services? The reason for us would be to run an autotask to update the service status of services when there are at risk periods or maintenance windows and this information would then appear on the portal via the availability selector. Hopefully with the incoming option to raise bulletins via BPM we can also include a bulletin in the autotask to warn of these issues on the portal.
  7. We've noticed the services on the new Employee Portal are not always in alphabetical order. For the most part they are, however there is one out of place. Is it expected to be able to organize the services on the new Employee Portal or should they default to alphabetical?
  8. Since we updated yesterday, it appears that if we raise a request for an external contact all the services including pipeline are available, it also appears some of these services that we had in the pipeline are now duplicated, without us doing anything? If we raise a job for a 'customer' a basic user then the list appears as normal... Basic User list Contact Service List
  9. Please can someone let me know what this slider does when editing a Service as I couldn't easily find anything on the wiki, thanks in advance
  10. 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 of the visibility of the Service, maybe via a setting on the admin side that allows this to be overridden for those customers that don't want this to be an option? Currently we expose all services on the portal and then we have to add a · before the Services that we want to appear at the top of the Services list, the downside of this is when logging requests it puts these Services at the bottom of the list rather than an alphabetical list leading to confusion.
  11. Is there a way to link contracts or suppliers to services in Service Manager? Also is there a way to automatically create a supplier from a PCF form? We would like to set up a form for new suppliers and we would like, once supplier is authorised, to create a supplier in Supplier Manager then to add the contracts etc
  12. I'm not sure if this has been asked for before but would it be possible to add a search to the Service List in the PCF so that we can type in a box to return Services or CIs? Our Service/CI list is ever growing, but our analysts know the type of request that they log things against, maybe the search can look at Service/CI Name and descriptions?
  13. hello everyone, as the former administrator of our site has now left the company, it has been left to me to pick up the pieces with regards to Hornbill... therefore for my first post.... can anyone please point me in the right direction of some documentation outlining how I go about creating a new service within Service manager and updating the service categories to reflect this? I fear that we are going to need more services over time and therefore getting used to the way Hornbill works would be needed quite soon. thanks
  14. Is there any way to bulk create services within Service Manager, i.e. us a import file of some kind to create the Service and set Business Process name, assigned Teams etc? We have a large volume of Services to setup and looking to see if this can be automated in anyway. Thanks Martyn
  15. Morning, Is there a way in the BPM to link requests to other services? We have a form that is in a particular service, however, as part of the BPM we would like to link this to other service if certain criteria (via a decision) are met.
  16. Does anyone know if it is possible to put more than one owner on a service? If not possible can someone explain the reasoning for it being this way? Thanks Katie
  17. When clicking on Services in the Service Portfolio we are getting this error on all Services and cannot access any of the information. Is anyone else getting this issue???
  18. Hi, I was wondering when the individual Service Domains are in Service Manager, will there be a certain location/place or folder as such, to track what changes have been made? such as progressive captures? we would like a place to identify what we would currently have within that Service Domain. For an example, Facilities we would want to know, what reports we have, what boards we have, what changes we made to a certain progressive capture or business process? It is just a way we could identify any changes in the system instead of keeping multiple spreadsheet outside Service Manager, we would prefer for it all to be together? Is this something in the pipelines at all?
  19. 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
  20. Hi We have a large org structure in SM. We are using all the levels with nesting. So we have Company at the top level then below that division then below that department then costcentre then team. The LDAP import pulls the team info AD so users are populated at the team level. Some services have the entire company subscribed to it such as email and our HR system. When viewing the "Assigned Users" (from the organisation view) for the company it is empty - it does not show the users contained within the nested groups. Is this correct behaviour? We can live with this if so however when it comes to raising a request, when prompted to select the service, the ones subscribed at the company level aren't showing. From what I understand this is not correct behaviour - can someone confirm if this is a bug? I've also created a test team directly under the company org and added myself to it. I still cant see services subscribed at the company level when raising a request. Any help greatly appreciated. Thanks J
  21. Hi all, Love the changes to the service portfolio so far. I do however have a couple of little requests (I know, you could see that coming a mile away) 1. Would it be possible to display the active request types on the service list somewhere? (Screenshot example attached, apologies for the poor quality) 2. Would it be possible to further filter the results based on visibility? (I.e. If a service has SRs but none of them are visible to the analyst and only visible via the portal could we hide said service when selecting Raise New > SR?) As I said at the beginning, loving the changes though! Thanks Dan
  22. Would it be possible in the future to subscribe services to sites? Also to enable the catalogue item subscription option where the service is subscribed to all.
  23. Hi From today, user EO'Hara cannot see any services on our Self Service portal She has previously had no problems accessing services on the portal. Was able to log self service request yesterday. Issue started today. The same whether using IE11 or Chrome We updated Service Manager to Build 1221 this morning. I can't see any issues with her account. I wouldn't personally include an apostrophe in a username, but this hasn't caused an issue for her with Service Manager before.
  24. As we have created a rather larger volume of services, it would be good to have a search/filter facility on the services screen to make it easier to locate the service(s) you are trying to locate or work on. At the moment we are just using the browser search function to locate the Service we require. Cheers Martyn
  25. I was wondering if there were any other Universities or HE Institutions on here who would be able/ willing to share their basic Service structure? We've started to come up with our lists of Services here at the UoP however it's quite challenging having multiple types of user, across multiple sites who are all using dramatically different services. I'd be interested to see how other people have approached this? Thanks in advance, Katie
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