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Changing the Self Service resolution area


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For the Self Service Portal, is it possible to...

  1. Change the wording of the Resolution Text (shown between blue brackets)
  2. Remove the rating bit
  3. Remove the "It's working!" button
  4. Rename the "It's still broken" button


If we can fix this, it will prevent customer confusion and prevent issues with the way we currently do things.



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@samwoo You can change the text using the following application translation strings in the admin tool:

  • guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.completed (bit in blue brackets)
  • guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.working (It's working)
  • guest.com.hornbill.servicemanager.portals.[PORTAL].home.requestView.details.resolve.working (It's still broken)

Replace [PORTAL] with 'servicePortal' or 'portal' depending on whether you're supporting internal or external customers respectively. 

In version 2.32 of Service Manager, you will be able to remove the star rating as a setting against each Service with the ability to also ask for any feedback you would like.


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We have raised the issue about disabling the ability for customer to re-open their calls, on the basis that the workflow cannot currently cope with the re-opening of a request.

In terms of the 'Its Working!' button this would this not need to be changed to just 'Close' as this would still need to be present in order to submit their comments?

Ironically on the rating side we have the opposite requirement and want the customer to rate the incidents, but have not been promoting it with our customers due to the 'It's still broken'/Reopen action being present.

In short I think all these options should be configurable within the applications settings, with separate sets for the customer and service portals, as I am sure we all have different combinations we will want to use.




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Hi Martyn,

Thanks for your posts.  You are right that all these options should be configurable and this is the direction that we are working in.  As cchana mentioned there has been some enhancements to the customer feedback to allow for the star rating to be enabled/disabled and in addition you will be able to enable or disable the adding of some additional questions as part of your feedback.

The change proposal for providing settings to enable or disable the re-opening of incidents by a customer has been raised but it will not be ready for 2.32.



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  • 5 weeks later...

Yes, that is the right translation string for the customer portal:


For the Service Portal, you need the following translation string:



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  • 2 years later...

@Ria - the settings you mentioned are still available but they are not actually settings, they are translations. Therefore they will be located in translations area in SM section in admin tool.



Translation strings for Customer Portal (used by your external contacts)

For the closing button on customer portal (It's working) this is the translation string: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.working


For the reopen button on customer portal (It's still broken) this is the translation string: guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken



Translation strings for Service Portal (used by your internal users)

For the closing button on service portal (It's working) this is the translation string: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.working


For the reopen button on service portal (It's still broken) this is the translation string: guest.com.hornbill.servicemanager.portals.servicePortal.home.requestView.details.resolve.broken


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  • 2 weeks later...

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