SJEaton Posted November 6, 2017 Share Posted November 6, 2017 Hi There are times when we want to make another basic user (eg the persons manager or a colleague) a connection to a request so they can see what's going on. We have set up a connection but this doesn't seem to give the person access to view the actual request via the portal, it just means they are there to select easily if you want to send them an email (which you can do anyway). Is there not a function that allows us to add another basic user to a request (who isn't the customer) so they can view it? Thanks Sam Link to comment Share on other sites More sharing options...
samwoo Posted November 6, 2017 Share Posted November 6, 2017 +100 I think this has been discussed before, but it's not currently possible (yet?) Link to comment Share on other sites More sharing options...
Martyn Houghton Posted November 6, 2017 Share Posted November 6, 2017 @SJEaton If it is the person's manager, @James Ainsworth initial reply on the post below might fit your requirement using the servicemanager.portal.requests.showStaffRequests setting. Cheers Martyn Link to comment Share on other sites More sharing options...
SJEaton Posted November 6, 2017 Author Share Posted November 6, 2017 OK thanks, I'll take a look at that and see if it will suit us. Sam Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 6, 2017 Share Posted November 6, 2017 @SJEaton let us know how you get on with the customers manager views. We do have a story for enabling connections to view requests on the portals but this is not scheduled as yet. I have added you, Samuel and Martyn as interested parties to that story which will help move it's priority forward. We'll post back here as that story moves forward, but do let us know how you get on with the customers manager option Steve 1 Link to comment Share on other sites More sharing options...
SJEaton Posted November 7, 2017 Author Share Posted November 7, 2017 Thanks Steve Link to comment Share on other sites More sharing options...
Guest Paul Alexander Posted November 7, 2017 Share Posted November 7, 2017 Hi @Steven Boardman Could you add me as a +1 for the 'connections' story please.......we would also like to add people who aren't necessarily the users' manager to see what's going on with a ticket too. thanks Link to comment Share on other sites More sharing options...
Steven Boardman Posted November 7, 2017 Share Posted November 7, 2017 @Paul Alexander no problem i've added you to this as well. Link to comment Share on other sites More sharing options...
dwalby Posted February 22, 2018 Share Posted February 22, 2018 @Steven Boardman - Please add me to this also. In the meantime has there been any further update? Link to comment Share on other sites More sharing options...
Lyonel Posted February 22, 2018 Share Posted February 22, 2018 @Steven Boardman +1 please Link to comment Share on other sites More sharing options...
Martyn Houghton Posted February 23, 2018 Share Posted February 23, 2018 @Steven Boardman As always I would like a slight variant in that this also works for the Customer Portal and the connections are within the same organisation, as we would not always want to provide full access to the organisations/teams request, but there is a a time when selective access dictated by the connections would be required. I am envisaging this would be another drop down on the portal request list - My Requests, My Connected Requests, My Organisation Requests. Cheers Martyn Link to comment Share on other sites More sharing options...
Steven Boardman Posted February 23, 2018 Share Posted February 23, 2018 @dwalby @Lyonel @Martyn Houghton i've added you all to the story (and Martyn's additional considerations). This is not currently scheduled but given the additional community support it helps with it's prioritisation. We will post back once this is scheduled in. Thanks Steve 1 Link to comment Share on other sites More sharing options...
Aaron Summers Posted March 7, 2018 Share Posted March 7, 2018 @Steven Boardman +1 Please add me to this also Link to comment Share on other sites More sharing options...
Darren Rose Posted March 7, 2018 Share Posted March 7, 2018 Another +1 from us at VINCI too. This would be really helpful Link to comment Share on other sites More sharing options...
Steven Boardman Posted March 8, 2018 Share Posted March 8, 2018 @Aaron Summers @Darren Rose thanks for supporting this idea i have added you as interested parties to this and will update as this progresses but the more support helps with it's priority 1 Link to comment Share on other sites More sharing options...
dwalby Posted May 2, 2018 Share Posted May 2, 2018 @Steven Boardman - Is there a timescale against this story? I have a growing number of 'power' users who are responsible for tracking IT issues and requests within their department who are requesting this functionality. For the meantime I've created a report that shows the request references, summaries, etc. however they've mentioned this isn't particularly useful as they are unable to see the progress and call diary. Link to comment Share on other sites More sharing options...
Steven Boardman Posted May 2, 2018 Share Posted May 2, 2018 @dwalby no timeframe on this currently, once it makes it into our development window we will post back with a better idea on dates. One current option open to you, is that staff's Manager can view, track and comment on the requests raised by their staff. Steve Link to comment Share on other sites More sharing options...
dwalby Posted May 3, 2018 Share Posted May 3, 2018 Thanks @Steven Boardman but unfortunately this won't work for us at the moment as the 'power' users are not the managers of the staff raising requests. We use LDAP to sync users within Hornbill so managers are picked up from AD. Could I manually set the 'power' user as the manager of the department users or will this be overwritten at LDAP sync? 9 hours ago, Steven Boardman said: @dwalby no timeframe on this currently, once it makes it into our development window we will post back with a better idea on dates. One current option open to you, is that staff's Manager can view, track and comment on the requests raised by their staff. Steve Link to comment Share on other sites More sharing options...
Steven Boardman Posted May 3, 2018 Share Posted May 3, 2018 @dwalby you can manually set this, but if your user import / update script is set to sync from AD then it would update and overwrite any manual changes you have made. * You need to consider if your existing user to manager relationships are used for things like Line Manager Approvals in processes, and if so you would not want to change their manager's to the power users * If you are not using approvals this way, then you could look at using the manager field for this purpose, manually changing this and tweaking your import / update script not to map manager from AD Steve 1 Link to comment Share on other sites More sharing options...
dwalby Posted May 3, 2018 Share Posted May 3, 2018 @Steven Boardman Thanks, manually setting this may work for us as we're currently not using approvals, etc. Do you have any pointers on how to tweak the import script to exclude manager mapping for a particular department/set of users? I've also just realised that the LDAP 2.0 utility has been deprecated in favor of 3.0 and now has the config file options within the Hornbill instance.... will have to check this out also. Link to comment Share on other sites More sharing options...
Steven Boardman Posted May 3, 2018 Share Posted May 3, 2018 @dwalby i'd have to defer to colleagues on the import scripts i'm afraid - i'll mention a couple and see if there is any general advice available @Victor @Bob Dickinson 1 Link to comment Share on other sites More sharing options...
dwalby Posted May 3, 2018 Share Posted May 3, 2018 Thanks @Steven Boardman Link to comment Share on other sites More sharing options...
Victor Posted May 3, 2018 Share Posted May 3, 2018 3 hours ago, dwalby said: Do you have any pointers on how to tweak the import script to exclude manager mapping for a particular department/set of users? As far as I know you can't. But @TrevorKillick would be able to advise on this... Link to comment Share on other sites More sharing options...
Guest Posted May 3, 2018 Share Posted May 3, 2018 Hi @dwalby You can't put conditional criteria such against a manager mapping currently. But you could run two import scripts - the first one for all users who should have the manager mapped, and the second one for the users who shouldn't (simply disable the Manager Lookup in the configuration for these ones). You would split these groups of users up by either using the DSN and/or the LDAP filter attributes (e.g. in this import do not include anyone who is a Member Of the finance team) Kind Regards Bob Link to comment Share on other sites More sharing options...
Keith Posted May 14, 2018 Share Posted May 14, 2018 @Steven Boardman Another +1 for this Link to comment Share on other sites More sharing options...
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