Sean Burke Posted August 10, 2017 Share Posted August 10, 2017 Hi, I need to create a new team within my Service desk manager. I have browsed to Home>System>Organisational Data>Organisation and created a new team (copied settings from previous team) I have assigned users to the role. However when I log into service desk manager the team does not show up. Can you please advise of what step I am missing? Many Thanks Sean Link to comment Share on other sites More sharing options...
Guest NadeemMazhar Posted August 10, 2017 Share Posted August 10, 2017 Hi @Sean Burke , Are you, or the account that was used to set up the team, included as part of that team? In Hornbill, you can only view calls of the teams that you are part of. Kind regards Nadeem Link to comment Share on other sites More sharing options...
Sean Burke Posted August 10, 2017 Author Share Posted August 10, 2017 Hi Nadeem, Thanks for your reply. I am not part of the new team. However when i try and assign a call "From ITUK Infrastructure Team" to the "ITUK Networks & Security Team" the new team is not showing up. Sean Link to comment Share on other sites More sharing options...
Guest NadeemMazhar Posted August 10, 2017 Share Posted August 10, 2017 Hi @Sean Burke Is the team 'ITUK Networks & Security Team' subscribed to the Service you have raised a call against? Please ensure that this team is subscribed against the Service you have raised a call against. This will ensure that you can assign this team to that request. All members of that team will now be able to view the request. Kind regards Nadeem Link to comment Share on other sites More sharing options...
Sean Burke Posted August 11, 2017 Author Share Posted August 11, 2017 How do you subscribe the team against the Service Nadeem? Thanks Sean Link to comment Share on other sites More sharing options...
Guest NadeemMazhar Posted August 11, 2017 Share Posted August 11, 2017 Hi @Sean Burke If you go directly to the Service, navigate to the Supporting Teams field. In the search field, simply type in the first characters of the Support Team you wish to add to the service. In my example below, I am going to add the 2nd line team to the Service. When the team name appears, select it and click add. This will add the Support Team to the Service. Kind regards Nadeem Link to comment Share on other sites More sharing options...
Sean Burke Posted August 11, 2017 Author Share Posted August 11, 2017 Hi Nadeem, I cannot find the page that reflects your screenshots. Can you advise of the full navigation path? i.e Home>System>Organisational Data> Organisation I have attached a screenshot to show you what version/platform that we are running. Link to comment Share on other sites More sharing options...
Victor Posted August 11, 2017 Share Posted August 11, 2017 @Sean Burke click on navigation menu - Service Manager - Services (screenshot). Edit the service you need and you will find the options there. You can find more info about service details on our Wiki here: https://wiki.hornbill.com/index.php/Service_Details Link to comment Share on other sites More sharing options...
Sean Burke Posted August 11, 2017 Author Share Posted August 11, 2017 Many Thanks Victor and Nadeem. All sorted Link to comment Share on other sites More sharing options...
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