Service Manager Experimental Features

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Introduction The features listed here are subject to change. If they are promoted to live as supported features they will be documented in the appropriate location on the wiki and removed from the experimental list, equally if the feature is removed this will be documented here. These features can be enabled from the admin console, under Service Manager and Settings

Related Articles Document Manager Experimental Features System Experimental Features Activities

Complete Someone Else's Task on a Request

This feature allows a user to complete tasks that are assigned to another person. Supporting teams of a service that is associated to a request will be respected otherwise if a request is not associated to a service, then the user can complete tasks that are assigned to the user's team(s) members.

app.experimental.advancedRequestTaskCompleter

• Default is Off
• If enabled a user would require one of the following roles in order to use this feature - Incident Management Full Access, Change Management Full Access, Problem Management Full Access, Release Management Full Access, Service Request Full Access
• To complete an Activity that is assigned to another person, the logged on User must be a member of a Supporting Team of the Service that is associated to the request. If the request is not associated to a Service but is assigned to a team, then the logged on User must be a member of the team that the request is assigned to.
• The Quick Complete check icon that lets you complete an Activity without opening the Activity is not currently available to users that are not the owner or the assignee of the activity. In order to complete another person's activity on a request, the activity must be opened and the Complete button used.
• This does not effect Authorisation Tasks, which can still only be completed by the assignee / owner
• This only works with tasks that are assigned to a user, it does not work if tasks are assigned to a team or role

Resolve Multiple Request from the Request List

This feature allows a user to multi-select and resolve or close requests from the request list view. Available as of Build 934

app.experimental.multipleRequestsAction

• Default is Off
• If enabled a user will see a new Actions button on the request list toolbar when selecting one or multiple requests, allowing the Resolving of the selected requests, or the Closing of the selected requests if the requests are already in a resolved status.
• Existing multi-select behaviour is retained, in as much that you can only apply the multi-select actions to requests of the same Type and those logged against the same Service

Knowledge Centre

This feature allows agents and customers to be presented with relevant knowledge when using progressive capture in the user app and the customer and service portal (selectively)

guest.app.experimental.hornbillKnowledgeCentre

• Default is Off
• If enabled you will also need to enable which interfaces will see the knowledge centre in progressive capture, this is controlled by the following system settings:

guest.app.knowledge.customer

• Default is Off
• If enabled, shows the relevant knowledge when a user log a new request in the Customer portal

guest.app.knowledge.service

• Default is Off
• If enabled, shows the relevant knowledge when a user log a new request in the Service portal

guest.app.knowledge.user

• Default is Off
• If enabled, shows the relevant knowledge when a user log a new request in the user app

Service Manager Reports

This feature allows users who are assigned the Service Manger In-App Reporting Role to run a series of default reports, create their own reports based on the default reports provided as well as:

• Print The Reports
• Download Report PDF
• Schedule Reports to be published to Document Manager

This can be enabled through app.experimental.inAppReporting application setting. By default, the Reports module is disabled.

You can access Service Manager's Reports module via the Reports sub-menu option.

Each user with the Service Manager In-App Reporting role will only see request data which they are entitled to view, based on requests logged against services which their teams support.

Users are able to create and edit their own reports using a simple clause builder and or by reusing views which they have already created from the request list view.

• Default Reports attributes are not editable

Users can mark reports as favourites to view them on their reports landing page alongside, the reports they recently viewed and their list of saved reports.

Service Manager Reports is available as an experimental feature and the following enhancements are already planned to evolve it's capabilities:

• Use of Custom fields
• Ability to sort, order and choose columns for report outputs
• Expanding on the list of default reports provided