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Found 38 results

  1. 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
  2. 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?
  3. 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?
  4. 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
  5. 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
  6. 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.
  7. 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
  8. 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???
  9. 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?
  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 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
  12. 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
  13. 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.
  14. 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.
  15. 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
  16. 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
  17. Hi there - We are currently having an intermittent issue where the Catalogue items within Services 'forget' the flow they are supposed to be attached to. Similarly, we've also had it within progressive captures where the 'Switch Capture' option forgets where it's supposed to point to. Is this something others have experienced, or is it instance specific? Thanks
  18. Hi, when setting up services, we can select a category ("Request Category Level") which is great (as we can now filter easily on the service portal ). Go forward, when setting up catalogue items, you can order then easily by drag & drop. This is also great for sorting them in a very specific way, giving us the ultimate flexibility. But such feature does not exist for services... Would it be possible to have a simple "Order [int]" field for services? That would allow us to order them the way we want rather than only rely on alphabetical order?
  19. Hi, I tried to change translation to one service, but it seems not working at the moment. Also another user were doing global translations at the same time and it crashes after 3200 translations were done. Best Regards, @MikaP
  20. Automating SLA Selection For each service that you offer, you may find that you need to provide multiple Service Level Agreements. This video takes you through how Hornbill Service Manager works with SLA rules to automatically apply an appropriate SLA to each request. The Service Level Agreement Rules take away all the guess work that you have when manually selecting an SLA.  Rules can be built with a variety of conditions to ensure that the correct SLA is applied every time.    
  21. Hi, a quick question with hopefully just as quick a fix. We only have one service and added the 'All contacts' entry into the Subscriber's list. I assumed this would give all newly created contacts access to the service but this isn't the case. No services are listed if I log a call for that contact unless they have been manually entered into the Subscriber's list as a contact first. Am I missing something?
  22. Similar to my earlier post (link below) about, is is possible to do a direct SQL update to set the 'Feedback Expiry' value on multiple services? The default is null/not limited when the feature was introduced and want to set a common value across all 100 plus services. Cheers Martyn
  23. Is there a way via direct SQL to bulk enable timesheet plugin on multiple Services? We have in excess of 100 services, so it would be good if there was workaround to be able to enables timesheet plugs in bulk. Longer terms it would be a good idea to have the ability to apply operations/settings to multiple services in one operation rather than having to do it individually. Cheers Martyn
  24. Hello, I am hoping you may be able to help. We have a team who we would like to lock down so that they can only see calls raised to their two relevant services. They should not be able to see any calls that have been raised under any other service. Anyone should be able to see their calls and anyone should be able to raise calls under their two services. Could you tell me what the best way of doing this would be? I have tried a few different ways but can't seem to get it quite right. I hope this makes sense. Your help on this matter would be appreciated. Many thanks, Melissa
  25. Is it possible to set up a custom security group to give users access to be able to change the status of a service without being able to modify the setup of the service or add/delete services? As part of our major incident process we want our analysts to be able to change the service status to make it visible on the portal but we don't want them to be able to modify any of the setup of the services, response times or resolution times thanks, Pete
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