Hornbill Product Specialists
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About NadeemMazhar

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    Product Specialist

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  1. Hi @derekgreen, We are aware of this error message and we have released a patch to the latest Service Manager update last Friday. Please can you navigate to the App Store and update to the latest version of Service Manager. This will fix the error as displayed in your screenshot. Kind regards Nadeem
  2. Hi @Sha Each Asset class has its own set of validation rules. In your example above, In your example above, Computer peripheral does not contain any validation rules, however if you choose another asset class such as Computer System, you will be able to validate. If you download the template file associated with this and populate this with the asset details, then it will be ready to upload. Select the Validation button as per my screenshot (screenshot1) below and you can choose which fields to validation on (screenshot2) Screenshot 1 Screenshot 2 Currently, we can only validate on the following asset classes: -Computer System -Mobile Device -Network Device -Printer Kind Regards Nadeem
  3. Hi @Keith , Certainly would have been beneficial during the discussions we have had during the implementation Please can you clarify the following: 'Switching from Services Requests to Change Requests midstream?' Kind regards Nadeem
  4. Hi Alex @Awalker The ability to configure catalog items to a Change is now available in the latest update of Service Manager. Changes can now be raised from the Portal. You can activate this via the following app setting: guest.servicemanager.portal.additionalRequestTypes.change Regards Nadeem
  5. Hi @shamaila.yousaf Yes, that is correct - we do not have the option to export asset data in a similar fashion to the Request List View. You should be able to create a report to to display a list of assets and export this to a csv if that works for you? Thanks Nadeem
  6. Hi @shamaila.yousaf There is no such thing as a silly question Unfortunately we cannot drag and drop from any files embedded within document manager. The correct way would be to download the file from document manager onto your machine, perhaps your desktop or downloads folder. You can then either drag and drop that file into the Request directly from where the file was downloaded or you can point to the file location and upload. Hope that helps. Nadeem
  7. Hi @lee mcdermott The section to view what has been released to Live can be found in the following section in the forum: Kind regards Nadeem
  8. Hi @colind, The most efficient way to send an email to a number of co - workers within Hornbill is to create a distribution list. You can add all member of the IT department to that distribution list. Within the Business Process, create an automated task and select the type as email notification. Underneath task, you can select 'External Email Address'. Underneath options, navigate to External Address and enter the email of the distribution list as per my screenshot below: Hope that helps Regards Nadeem
  9. Hi @Dan Munns, Please can you share a screenshot of your configuration for the autoclosure node. As far as we are aware, the autoclose node has been fixed a while ago. Kind regards Nadeem
  10. Hi @Dan Munns We are working on a Scheduler app, however not sure when and how it will available in live instances. At present this is not available in the current functionality. Kind regards Nadeem
  11. Hi @Paul Alexander The drop down allows you to choose who has visibility of the specific update in the Request timeline - be it an update to the Request or Resolution. So by default as per your screenshot, any update that you action in the Request will be visible in the timeline to the Customers and the Analysts when they log into either the Application or to the Portal. In some cases, you may want to hide the update from the customer - so when you make the next update - you can choose ' team' from the dropdown. This will ensure that when the customer signs into the Portal to view the request, they will not see that particular update in their timeline. Finally, if you want to hide the update to both Customers and your team, selecting 'owner' in the dropdown will cater for this. Hope that helps Nadeem
  12. Hi Doug, We have a feature in Service Manager called Connections. Typically you would raise the request against the first customer who informs the Service Desk about the outage. Once you have saved the request, click on the connections button as per my screenshot (Screenshot 1). You can now add Impacted customers or interested customers to the request. To inform the Impacted or Interested customers, you can now select the email button in the request and then select 'add connections'. From here you can send the Impacted or Interested customers mail either via 'to' or 'cc' and this will now notify them. Please see screenshot 2 below. Hope that helps. Kind regards Nadeem Screenshot 1 Screenshot 2
  13. Hi Prav, The reason why there are no values displayed is because in your instance, there are no requests in a resolved state. In order to have values shown, we must use the query tool to also query closed requests as per below: (h_status = 'status.resolved' OR h_status='status.closed') Kind regards Nadeem
  14. Hi Colin, As per your screenshot, if you put a '0' value in the field, this will remove the links on the customer portal. Please see my screenshot below. Kind regards Nadeem
  15. Hi Steve, Please can you refresh your browser by pressing F5. This will now display the correct email count. Kind regards Nadeem