Service Manager (1667)

[neilcg]

@Chaz

CH00156471 - Authorisers of a Change Request now have access to a read-only view of the Request's details in the Employee portal

Can you clarify if this change applies to Service Requests as well as Change Requests?

[Guest Ehsan]

Hi @neilcg,

Yes it applies to Service Requests as well as Change Requests.

Ehsan

[Steven Boardman]

@neilcg it does also include Service Requests yes.   Please remember, you need to be a subscribed user (not a full Service Manager subscription) to be assigned an approval, but if you are then clicking on the link in the approval task will open up a view of the change or service request, from where you can make your authorisation decision, as well as comment on timeline posts or add an update.  

Hope that helps

Steve

[neilcg]

thanks @Steven Boardman, that's exactly what we need!

[neilcg]

@Steven Boardman @Ehsan

We applied the latest update last night and our users are still not able to access the service request to see the details.

See error message attached.

Is there anything we need to do to enable this?

 

[Guest Ehsan]

@neilcg,

I've had a look at your Hornbill subscription to the Service Manager offering - Up to 65 users can access the application. It looks like you may have granted access to the Service Manager application to more than 65 users. Users who are considered as approvers only (i.e. they do not interact with the Requests List and only need to get a read-only access to Requests that they need to approve in the Portal) do not need to be granted access to the Service Manager application - They only need to be assigned the Self Service User role.

To see who is subscribed to the Service Manager application - Navigate to the Admin Tool (https://admin.hornbill.com/[YOUR INSTANCE ID]/) > Applications > Hornbill Service Manager > Application Subscriptions tile.

If more than 65 users need access to the Service Manager application - Please get in touch with our Customer Success team to enquire about purchasing additional subscription.

[neilcg]

@Ehsan Thanks for that. We've removed those who should not access the SM application.

Our collaboration users are still not able to view the request details.

They now get this message;

 

[Guest Ehsan]

@neilcg,

A Collaboration user will only be able to view the Request details through the Employee Portal, provided that an authorisation decision is required of them. This can be accessed via  main menu > Home > My Services - Within the Portal, look for the Request in question. The Request clickable link within an Authorisation task should also automatically direct them to the Request in the Employee Portal.

[neilcg]

@Ehsan thanks

I'm not seeing that the clickable link directs to the employee portal. Ours still create links to live.hornbill...not service.hornbill….

@Neil Smith

[Guest Ehsan]

@neilcg,

This feature (As well as any other new enhancements to the Portal, such as the Connections feature) are only available within the My Services area (i.e. Employee Portal) - which takes you to https://live.hornbill.com/[INSTANCE ID]/my-services/. FYI (You can refer to the forum post about this), My Services area was unveiled at Insights 2018 which aims to replace the Service Portal.

What roles are associated to the user who is having trouble accessing a Request from an authorisation task?

[neilcg]

@Ehsan screenshot of the user roles;