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New Update: Hornbill Service Manager (979)

Harry Hornbill

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Hello Everyone

The latest build of Hornbill Service Manager (979) has been released to live.

PLEASE NOTE: We strongly recommend that the update to the Service Manager App is performed out of hours or during less congested hours. This is due to a migration of data that will be performed, to cater for an enhancement to Service Manager where you can specify a bi-directional relationship when linking a Request to a Request.

Change Log for this release are as follows:


  • Through the BPM, you can now lock and unlock selected Action Items
  • The description of Request activities is now included in the timeline updated when they're created along with a clickable link to open the Activity pop-up
  • When linking Requests, you can now specify their relationship to each other
  • You can now make the Request reference available for Published Issues in the portals using the app settings guest.servicemanager.customer.request.revealPublishedRequestID AND guest.servicemanager.portal.request.revealPublishedRequestID


  • Improvements to Sub-statuses
  • The Linked Requests is now paginated
  • You can now filter the list of Assets by it's extended details
  • Service Desk tile in the Admin tool can now be found under 'Configuration'


  • Resolved issue when updating Views would not update related charts
  • UI and minor text fixes
  • The Known Error option in the Raise New menu is only shown if you have the correct rights
  • The Request details preview in Progressive Capture now displays wiki-formatted text correctly
  • Printing would not show some of the options if the Request prefix has been customised
  • Asset images now available in the portals when they've been linked to Requests
  • The Print option would not always work if not all of the data was available
  • Static dropdown and checkboxes custom field were not populated
  • Site list only shows 5 sites in the request details page
  • Could not change the status of a Request from New to On-hold
  • When adding multiple subscribers or supporting teams to a Service, the surrounding options will always stay at the top rather than moving with the box as it grows
  • Disable Assignment in Admin portal correctly checks full team results instead of current page
  • Only display BPM error on request load and BPM restart
  • Only allow schedule of a request when a from and to date supplied
  • Global search will now default to Requests when looking at a Service Manager page
  • Accessing a Request from the Request List would cause a page refresh
  • If an owner's manager had not been set, escalations would fail when trying to notify them
  • Services were made visible in the Portals by default on creation
  • Some requests could not be accessed even if you should have been allowed to view them
  • Auto Responder Update operation Timeline post's visibility can now be controlled via an app setting
  • The category selector now only shows the expand option if there are children available
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