will.good Posted January 23 Share Posted January 23 Hi, Under Platform Config > Data > Profiles we have created a new profile of coding tree, how can we define this to be used on either Closure or Request (in place of the ones we use currently) Note: there is no information on the Documentation site which clarifies this Profiles (hornbill.com) Link to comment Share on other sites More sharing options...
samwoo Posted January 24 Share Posted January 24 It has always been possible to create new profiles, but it's never been possible to use any new ones besides the existing ones. I believe it has been raised in the past (possibly by myself as well) to allow being able to use a different profile against a service, and I think there was a reason this couldn't be done in the base Service Manager application (but I cannot remember what that reason was). +1 to this idea for Service Manager, but I suspect this might be only, unfortunately, be possible in Hornbill Enterprise which we don't have. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 24 Share Posted January 24 Would the ability to have Tags on a request or service remove the need for more profiles/categories? Link to comment Share on other sites More sharing options...
will.good Posted January 24 Author Share Posted January 24 @James Ainsworth Potentially! We like the idea of having a full breadcrumb trail of categorisation (i.e. Level 1 > Level 2 > Level 3 etc) so as long as tags allowed a kind of drill down, I'd be interested for sure. I do think a setting to be able to define which profile tree is used for categories or closure categories is definitely a missing feature though, and defeats the point of being able to add / delete entire profile trees (which I don't understand why the functionality exists to do so). Link to comment Share on other sites More sharing options...
Steve Giller Posted January 25 Share Posted January 25 On 23/01/2024 at 16:33, will.good said: how can we define this to be used on either Closure or Request (in place of the ones we use currently) If it's a Request Category, you build it under "Request" or for a Closure Category, you build it under "Closure" To ensure only the Coding Tree category (and its sub-categories) are used for a Service you filter using the Request/Resolution Category Level as appropriate. Then you will see the relevant Profiles on the Request Category Action: and Resolution/Closure Category Action: Link to comment Share on other sites More sharing options...
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