New Request - System Split

[stuartmclennan]

Hi

I am looking to see if its possible to set up a standalone site up on hornbill which has no access to our main system however the main office would have access to view the standalone site logs and have the ability to update/resolve logs.

Thanks

 

[James Ainsworth]

Hi Stuart,

If it is only the Service Manager requests that need to be separated out, there is the ability for separation of visibility of requests.  This is mostly based on teams that support a service and team membership.

This standalone site can be managed as a team and set up to support one or more services.  They will only have visibility of the requests that are associated to these services.  Those in the main office that need access to the standalone site's requests could be formed as another team that also support the services used by the standalone site.  These main office users can be set so that they are not available for assignment.

Are there other areas that you would want to keep separate between sites?  There is a lot within Hornbill, such as workspaces, conversations, documents, user lists, etc.  It may come down to identifying just how separate it needs to be.  If it needs to be a complete separation of everything, there is the option of having a second instance and providing integration between the two where possible.

Regards,

James

[stuartmclennan]

  Hi  @James Ainsworth

Thanks for confirming the above, I am currently trying to split this by creating separate services & separate teams however doesn't seem to be working, the service only shows when I put the subscribers to "all contacts" however this therefore shows the service to everyone and not just the dedicated team I want to see it.

Can you please advise?

[James Ainsworth]

Hi Stuart, 

There are two parts to setting this up.  One is the Supporting Teams.  These are the users that are using Service Manager to support customers or end users.  At the moment, from your screen shot this is set to be available to all of the support teams, meaning that any Service Manager user that is part of any team can support this service.  In order to only give visibility or access to raise requests by support staff (Service Manager users), you need to add the appropriate teams here.  I'm thinking that the team that you have added to the subscribers list should be under the supporting teams list.

The Subscribers relates to the customers (end users) that consume the service.  By default a service is available for all customers to see and raise requests via the self service portals.  Adding a subscriber, whether it be an individual, group, organisation, etc will then limit access to those selected customers.

Hope that helps.

[stuartmclennan]

hi @James Ainsworth

Thanks for the above, I have tried the above and when I change the "subscribers" section to just Team Helpdesk the only team I want to be able to view this service this then removes this service when trying to log a ticket.

Can you advise how I can only have the Helpdesk team to view a certain service? I have tried every option and cant seem to get it, the obvious way to do it it have the subscriber as "helpdesk" only but when I do this the Helpdesk team are unable to log a ticket against this service as it doesn't show when creating a new request.

[James Ainsworth]

Hi Stuart,

 Let's start with the Supporting Teams.  These need to go where pointed to in the screen shot.  Supporting Teams are not subscribers to a service.  Once this is done, any team listed here will be able to view requests on the request list in Service Manager that are associated to this service within Service Manager.  These same teams will be able to raise requests on behalf of a customer/end user (subscriber) for this service.  

 

The next area to set up is the Subscribers. By default this is blank. This feature is strictly for listing the customers that will consume the service. It is very rare that you would have the teams that support the service in this list.   If you plan on having this service available to all customers, remove anything that you currently have in this list.  Subscribers will have the ability to see the Service on Self Service and raise their own request, which in turn can be assigned to the Supporting Teams, in order to support that customer.

 

There are a number of settings that may determine if a Service is listed during the capturing of a new request by a support staff.  When raising a request, if a customer has been selected, the list of services will only show the services that the customer is subscribed to.  There is an additional setting which you can restrict this list down so that not only does it show the list of subscribed services for the customer, it will also reduce the list to only show the ones that are supported by the support person raising the request.  This setting is Off by default.

 

Something else that may prevent a service from being displayed when raising a request is if there are no enabled request types.  You must have the request type that you are trying to raise enabled on the service.  Here you can see that all the request types are grayed out as non of them have been set up. When raising a request, if you are specifically raising an incident, but the service only has Service Requests enabled, the service wont show in Progressive Capture.

 

Have a look at some of these options and let us know how you get on.

Regards,

James