Tina.Lapere Posted March 16, 2022 Share Posted March 16, 2022 Hi, We've noticed today that 'Urgency' is now appearing here within our calls: We've not changed anything in the system. I've had a look at the wiki and it just says this but that it's default is set to off. Can anyone tell me the what and where the setting is to check/turn it off? Thanks Tina 1 Link to comment Share on other sites More sharing options...
HGrigsby Posted March 16, 2022 Share Posted March 16, 2022 Just noticed that and was wondering where it had come from. Thought it was just me! Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 16, 2022 Share Posted March 16, 2022 Hi @Tina.Lapere Thanks for your post. I believe this may be something to do with the latest Service Manager release. There is a mention about one of the advanced settings being set to Urgency by default. Link to comment Share on other sites More sharing options...
James Ainsworth Posted March 16, 2022 Share Posted March 16, 2022 The setting is still available to change back if you don't plan on using urgency. However, I think that there may be an issue with how the check box works to deselect Urgency which we are now looking at. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 16, 2022 Share Posted March 16, 2022 @Tina.Lapere, @HGrigsby, An automatic update will be applied to your instance shortly. You should then be able to select the 'None' option for that setting if you do not wish to make use of the Urgency feature. Link to comment Share on other sites More sharing options...
HHH Posted March 17, 2022 Share Posted March 17, 2022 @EhsanIs it possible to set different urgency levels somewhere, if you for example want numerics or fewer levels? And is urgency visible to customer contacts in customer portal? Link to comment Share on other sites More sharing options...
Tina.Lapere Posted March 17, 2022 Author Share Posted March 17, 2022 @James Ainsworth I've gone in and changed it to this and it's now disappeared. Thanks Tina Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 17, 2022 Share Posted March 17, 2022 Hi @HHH, The Urgency value is not visible to a customer in the Customer Portal. You would have to confirm that the visibility of the post to the timeline is not set to "Customer". This can be controlled via "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.escalate" application setting. The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/ Ehsan Link to comment Share on other sites More sharing options...
HHH Posted March 18, 2022 Share Posted March 18, 2022 Thanks @Ehsan Quote The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/ Is there some specific role needed to access that page? I cannot access it using the systems administrator user Link to comment Share on other sites More sharing options...
Steve Giller Posted March 18, 2022 Share Posted March 18, 2022 Firstly, and most importantly, the System Administrator User should not be used in day-to-day access for the Instance. It is available for situations when your Admin level Users cannot access the system, e.g. to resolve an issue with SSO failing. Secondly, the System Administrator User does not have automatic access to every area of the system by default, that is restricted by Roles in the normal way. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 18, 2022 Share Posted March 18, 2022 @HHH, You will need the "Service Desk Admin" role, the admin role as @Steve Giller mentioned will not suffice here. Link to comment Share on other sites More sharing options...
HHH Posted March 18, 2022 Share Posted March 18, 2022 @Ehsan@Steve GillerI have given myself Service Desk Admin role, but after logoff/logon still cannot access that page. It also won't appear in the list of admin tools Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 18, 2022 Share Posted March 18, 2022 @HHH, Could you check the old admin tool and see if you can still access it from there? Link to comment Share on other sites More sharing options...
danb Posted March 18, 2022 Share Posted March 18, 2022 19 hours ago, Ehsan said: Hi @HHH, The Urgency value is not visible to a customer in the Customer Portal. You would have to confirm that the visibility of the post to the timeline is not set to "Customer". This can be controlled via "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.escalate" application setting. The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/ Ehsan Hi Where abouts are the urgency levels set at, I'm on the page but unable to locate them, as would like to remove some of them. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 18, 2022 Share Posted March 18, 2022 @danb, You can disable the Urgency selector instead. Please refer to Tina's comment on this thread for instructions. Link to comment Share on other sites More sharing options...
danb Posted March 18, 2022 Share Posted March 18, 2022 3 minutes ago, Ehsan said: @danb, You can disable the Urgency selector instead. Please refer to Tina's comment on this thread for instructions. i would like to use this feature, just not have so many different levels of urgency on there ie just show high & critical Link to comment Share on other sites More sharing options...
Guest Ehsan Posted March 18, 2022 Share Posted March 18, 2022 @danb, In the old admin tool, you can manage Urgency levels here (replace [instanceId] in the URL with your instance Id): https://admin.hornbill.com/[instanceId]/app/com.hornbill.servicemanager/configuration/assessments/ In the next Service Manager release (expected within the next 2 weeks), you will be able to manage Urgency levels in the new admin tool too. Ehsan Link to comment Share on other sites More sharing options...
danb Posted March 18, 2022 Share Posted March 18, 2022 10 minutes ago, Ehsan said: @danb, In the old admin tool, you can manage Urgency levels here (replace [instanceId] in the URL with your instance Id): https://admin.hornbill.com/[instanceId]/app/com.hornbill.servicemanager/configuration/assessments/ In the next Service Manager release (expected within the next 2 weeks), you will be able to manage Urgency levels in the new admin tool too. Ehsan Superstar thank you! Link to comment Share on other sites More sharing options...
HHH Posted March 18, 2022 Share Posted March 18, 2022 2 hours ago, Ehsan said: @HHH, Could you check the old admin tool and see if you can still access it from there? @EhsanYes I can, thanks Link to comment Share on other sites More sharing options...
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