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New Update: Hornbill Service Manager (942)

Harry Hornbill

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Hello Everyone

The latest build of Hornbill Service Manager (942) has been released to live.

Change Log for this release are as follows:


  • Related Incidents and Service Requests can be created through the BPM using the operations under Entity -> Requests -> Log Request
  • When applying an email to a Request, you can now choose which attachments are attached
  • Service Level Agreement and Service Level columns now available in the Request List
  • The Connections for a Request can now be filtered by the connection type
  • The Change Calendar can be filtered by All Requests, Your Requests or by the Services that you support. You can also filter by authorization status


  • Phone numbers are now clickable so that you can initiate phone or Skype calls with your customers


  • Every Service was shown twice when selecting them as part of the BPM configuration
  • Sharing snippets with teams now handles long team IDs
  • The "Wait for New Request Owner" BPM operation would fail silently if the resumeAsync option had been enabled
  • A more informative message is now shown when there are no results from the global search for Requests
  • The status of a request was not refreshed when a request was put on hold through BPM
  • If a Progressive Capture question that used a drop down menu had not been answered, it would show up incorrectly against a request
  • Notifications that are triggered by a BPM were not sent out if the action was performed through the portals
  • Request Categories aren't populated in PC when using templates
  • Authorization decisions were not always shown against a request
  • SLA rules would fail to match correctly when using Organization as a criteria


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