Difference between revisions of "Connections"
Jump to navigation
Jump to search
| (12 intermediate revisions by 3 users not shown) | |||
| Line 1: | Line 1: | ||
| + | This document can now be found at its new location in the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-connections Hornbill Document Library]. | ||
| + | |||
| + | [[file:hornbill-document-library.png|Service Connections|link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/services/service-connections]] | ||
| + | <!-- | ||
| + | |||
<div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | <div style="border:1px solid #90C0FF; background:#D0E0FF; width:99%; padding:4px; margin-bottom:10px;"> | ||
| Line 7: | Line 12: | ||
|style="width:73%"| | |style="width:73%"| | ||
==Introduction== | ==Introduction== | ||
| − | Users (basic, contacts and platform) can be added to requests as '''connections'''. It is possible to allow those connected users (basic or platform) to have visibility of the requests they are connected to via the '''Employee Portal''' | + | Users (basic, contacts and platform) can be added to requests as '''connections'''. It is possible to allow those connected users (basic or platform) to have visibility of the requests they are connected to via the '''Employee Portal''' or '''My Services''' view is available for basic and platform users only. |
By default connections to a request have '''no''' visibility and access and visibility to requests, has to be configured and enabled. | By default connections to a request have '''no''' visibility and access and visibility to requests, has to be configured and enabled. | ||
| Line 46: | Line 51: | ||
The two levels can be applied for each of the following: | The two levels can be applied for each of the following: | ||
| − | * By Request Type - Connections of Incidents, Service Requests and Changes can be configured to be allowed visibility of requests, as these request types are visible via the '''My Services''' view | + | * By Request Type - Connections of Incidents, Service Requests and Changes can be configured to be allowed visibility of requests, as these request types are visible via the '''My Services''' view or the employee portal. |
* By Connection Type - The available connection types are controlled by the connection types which you have configured on your instance. This is managed via a simple list in the admin console (Home > Service Manager > Simple Lists > RequestConnectionType) | * By Connection Type - The available connection types are controlled by the connection types which you have configured on your instance. This is managed via a simple list in the admin console (Home > Service Manager > Simple Lists > RequestConnectionType) | ||
| Line 69: | Line 74: | ||
* Have the ability to add '''Comments''' to any customer facing updates in the request timeline | * Have the ability to add '''Comments''' to any customer facing updates in the request timeline | ||
* Have the ability to add '''New''' updates to the request | * Have the ability to add '''New''' updates to the request | ||
| − | |||
| − | The connected users will | + | The connected users will NOT be able to add attachments, resolve, cancel or provide feedback on closure of the request. |
| + | |||
| + | {{infobox|In order for Connections to view and download attachments, the setting '''guest.servicemanager.portal.request.canConnectionsViewAttachments''' needs to be enabled.}} | ||
==Remove Connection== | ==Remove Connection== | ||
| Line 77: | Line 83: | ||
Connections will have an option via the '''Connections''' section on the request to remove themselves from being a connection to the request. | Connections will have an option via the '''Connections''' section on the request to remove themselves from being a connection to the request. | ||
* If a connection removes themselves as a connection to a request, they will no longer have rights to view the request. | * If a connection removes themselves as a connection to a request, they will no longer have rights to view the request. | ||
| + | |||
| + | ==Connection Comparison== | ||
| + | <br> | ||
| + | [[File:Connection Comparison.png|800px|left|border]] | ||
[[category:Service Manager]] | [[category:Service Manager]] | ||
| + | --> | ||
| + | [[Category:HDOC]] | ||
Latest revision as of 15:30, 19 April 2024
This document can now be found at its new location in the Hornbill Document Library.
