Adrian Simpkins Posted April 24, 2019 Share Posted April 24, 2019 Hi, On our current live instance of Hornbill named MEHT, it appears that the Users have lost the function to reopen a call whilst it is in a Resolved status (normally shows the reopen option when selecting the Resolve button). I have looked through the settings as I thought it might just be something that has been turned off in error but could not locate it. Can anyone confirm if this funciton is a setting within Service Manager Settings, and if so which setting it would be please? Many thanks Link to comment Share on other sites More sharing options...
Victor Posted April 24, 2019 Share Posted April 24, 2019 @Adrian Simpkins is not a setting, is about user rights and roles... what roles you have associated to affected users? Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 24, 2019 Author Share Posted April 24, 2019 Hi Victor The User(s) have the below roles allocated - they are advising me that this function seemed to be no longer available from about 6 months ago. Copy of their roles in below screenshot - the roles seem to match the expected from the webpage https://wiki.hornbill.com/index.php/What_Service_Manager_Roles_exist%3F Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 24, 2019 Author Share Posted April 24, 2019 Hi Victor, Sorry forgot to attach the below - this is what the User is seeing on the Resolution tab. One thing I have noted is that this instance has not had an update since January (build 1401) so I was not sure if this could be affecting it. Thanks Link to comment Share on other sites More sharing options...
Victor Posted April 24, 2019 Share Posted April 24, 2019 @Adrian Simpkins unfortunately, the Service Request User and Incident Management User roles does not grant user rights to reopen requests... https://wiki.hornbill.com/index.php/Service_Manager_Roles You would need to either grant them Incident/Service Request Full Access role or create a custom role for this purpose. Mind you the full access role might give users more rights than one might want to... Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 24, 2019 Share Posted April 24, 2019 Hi @Adrian Simpkins Something that you may want to consider is building this into your BPM workflow on a request. This way you wont need to adjust any of your rights or roles. As part of a "Resolution Stage" you could have options after a request is either Resolved or Closed where you have a suspend operation that is waiting for some form of update to the request which will instigate the automatic re-opening of the request. Possibly a task to for owner of the request to confirm with the customer that the resolution has worked. Rather than just letting someone re-open a request for any old reason, you can provide more control with the circumstances that a request can be re-opened. It is common practice to only re-open requests that have been recently closed. You could use an expiry so that after a few days the suspend node ends and that request can no longer be re-opened and a new request needs to be raised. Regards, James 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted April 25, 2019 Author Share Posted April 25, 2019 Hi Victor/James Thanks for the update, I can only presume that previously the Users were granted this role as they are all adamant they could reopen requests! Unfortunately I was not involved in this instance until recently, and I don't think anything has been documented as to the changes made to roles / settings etc ! I will let them know it is only something the Manager of the team should have, or I will look to create a specific role. As an aside I already have plans in place to update their scripts to flow as suggested by you James, thank you for the pointer ! Many thanks Link to comment Share on other sites More sharing options...
Michael Sharp Posted May 5, 2020 Share Posted May 5, 2020 On 4/25/2019 at 7:52 AM, Adrian Simpkins said: Hi Victor/James Thanks for the update, I can only presume that previously the Users were granted this role as they are all adamant they could reopen requests! Unfortunately I was not involved in this instance until recently, and I don't think anything has been documented as to the changes made to roles / settings etc ! I will let them know it is only something the Manager of the team should have, or I will look to create a specific role. As an aside I already have plans in place to update their scripts to flow as suggested by you James, thank you for the pointer ! Many thanks @Adrian Simpkins we created a custom role that only allowed the reopen function instead of giving full access to the request type and called it "reopen allowed". Mike. 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 6, 2020 Author Share Posted May 6, 2020 Hi Mike, Thanks for the above, I have this in my list of things to action so I will look to setup a role similar to you Many thanks Link to comment Share on other sites More sharing options...
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