New Update: Hornbill Service Manager (935)

[Harry Hornbill]

Hello Everyone

The latest build of Hornbill Service Manager (935) has been released to live.

Change Log for this release are as follows:

New

• Customers can cancel their Service Requests through the Portal
• Analysts can resolve or close Linked Requests through a request or through the BPM. Please enable 'app.request.resolve.enableLinkedRequestAction' Application Setting to use this feature
• Analysts can resolve or close multiple requests, by highlighting them through the Requests List and clicking on the Actions button. Please enable 'app.experimental.multipleRequestsAction' Application Setting to use this feature
• The Requests Search option allows filtering by 'Owner' and 'Customer'. Please note, to take advantage of this enhancement, 'hornbillitsm' Index needs to be refreshed through Admin Tool > System > Data > Index Storage. We recommend perfoming this out of working hours
• Users with Service Desk Admin or Full Fccess roles can now complete Activities that are assigned to another person. Please enable 'app.experimental.advancedRequestTaskCompleter' Appication Setting to use this feature
• Through your BPM, you can now lock and unlock the request details

Fix

 

• When a Routing Rule Template is applied by Auto Responder the chosen Catalog's BPM was not being used
• The view timeline button in the mobile app would occasionally take you to a Not Found page
• Liking and un-liking FAQs would always result in a blue thumb icon, now using customized colours
• tabs on portal homepage would distort when on very small screens
• When there's no HUD, the restart button is now hidden
• When switching between Routing Rule templates, the reference field would not work as expected
• It was not possible to translate bulletins between British English and American English
• Confirmation popups in the Portals are now translatable
• Issues logging requests through the customer portal
• You can now add multiple assets to a request at a time, without the tab switching back to the update tab
• Clicking on a request from the request list will open it in the current window, not a new one
• Resolving a request would automatically mark all timers, this can now be disabled using the app setting 'app.request.stopResolutionTimersOnResolve'