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New Update: Hornbill Service Manager (914)

Harry Hornbill

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Hello Everyone

The latest build of Hornbill Service Manager (914) has been released to live.

Change Log for this release are as follows:


  • Change Requests can now have a primary customer associated with them
  • Historic updates can now be made visible to customers in the Service Portal with the setting "guest.servicemanager.portal.request.showHistoricUpdate" and in the Customer Portal with the setting "guest.servicemanager.customer.request.showHistoricUpdates"
  • It is now possible to choose which team members can be assigned requests. This can be configured in the Admin tool, under the Service Manager tile
  • Define default settings through Routing Rule Templates under Service Manager tile in the Admin Tool for requests that are automatically raised from an incoming email
  • Enable historic Supportworks Updates to be visible on the Portals
  • Allow a primary customer to be added to a change


  • As a manager, I want to manage my team's requests without being assigned requests


  • Asset image previews are not restricted in size when viewing requests in the details of a request in the Portals
  • Fixed in previous build: Site appears as undefined in Requests List for newly raised requests
  • Further improvements to colour customizations to the portals
  • Customers logging requests through the Portals were presented with a vague message if there is a failure to attach files to the request
  • When mapping custom Progressive Capture form fields to a request, h_custom_a to h_custom_q will now also map to the h_itsm_requests table
  • When searching in the Portals, if a result matches another language, the result will now be returned
  • The customer column was not always populated when looking at the list of requests in the Portals
  • When there is no history available for a board, a message is shown instead of an empty popup
  • If you do not have the rights to view a board, the View Log button is hidden
  • Improved functionality around visibility of requests
  • Service Manager will now load attachments for user's organization requests
  • Progressive Capture Site form issue on Service Portals
  • Unable to load attachments in customer portal for org requests
  • No longer able to add yourself as a member of a request to increase timeline privilege level


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