Service Manager Quarterly Update 2019 Q3

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Home > What's New > Service Manager Quarterly Update 2019 Q3

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Over the past quarter we have released a number of brand new features. The following update provides you with an overview of these, as well as some information on how you can get enable or configure them on your own instance.

Progressive Capture Workflow

Populate a Custom Form in Progressive Capture with Email Content when logging a Request (CH00156596)

Many people like to configure a Custom Form in their Progressive Captures to capture key information, and then map the attributes to the Summary (h_summary) and Description (h_description) fields on the request that is raised. The benefit of doing this rather than using the standard “Request Details” Progressive Capture form, is that you can reword and expand the questions asked, and also ask a number of other questions on the same form without having to click “Next”. However, a drawback has always been that if raising the request from an Email, the email Subject and Body don’t map to the text the Summary and Description fields of your custom form in the capture, which can be frustrating to have to copy and paste over. This change can overcome that challenge – simply change the Form ID of your Custom Form to: customformdefaults – map your Summary and Description fields to h_summary and h_description, and the next time you raise a request directly from an Email, you’ll notice that the subject and the body of the email has pre-populated when you reach this part of your Progressive Capture

Info Messages added to ALL Progressive Capture forms (CH00153798)

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For anyone using any of the Default Progressive Capture forms, you know have the ability to add an Info Message to provide additional detail and context about what is expected from your requester at that point in time. For example, if you are looking for a specific type of attachment (such as a Backout Plan) during a Change Management capture, you can use this infobox provide this as a prompt for whoever is raising the request. You will find this option within every default Progressive Capture node that you add to your workflow

Additional Filters added to the Asset Progressive Capture form (KE00156837)

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When selecting Assets as part of a Progressive Capture, it can be a bit overwhelming as a request to have to search and select from an organisations entire repository. This new functionality allows you to alleviate that by adding different types of filtering to your Asset forms – so you can tailor the Assets that are displayed to the request, based on the type of request they are raising. If you open the Asset node in your Progressive Capture workflow, you have 3 new ways of filtering:
  • Show/Hide Assets by their context association (Customers Assets, Shared Assets, Customers Site Assets, Company Assets, All Assets, Service Assets) – each of these types of association to the assets can be made visible or hidden to the request. This provides/hides some selectable filters to make the selection of the right asset easier to find
  • Filter Assets by Class, Type, Status – If you require only certain assets to be displayed, these options can further filter the customer's selection
  • Filter Asset by Search Term – This allows you to add criteria to look for in the Name of the asset – for example, if you have a number of assets that have a name starting with “ABCD” that you would only like to be available selection, end the “Search Term” as ABCD and the “Select Asset Search Type” as “Starts With”

Progressive Capture Custom Forms – Copy Question

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This new option allows Progressive Capture designers to copy the questions they have already created. If you are building a complex Progressive Capture form, that contains question that involve Conditional Fields ( for example, then this copy option will also retain any options and configuration you have created – therefore speeding up the process by reducing the number of clicks if you need to add subsequent similar attributes to the form.


Request Authorisers now have access to a read-only view of the Request's details (CH00156471)

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In Hornbill, you only need a collaboration subscription to be able to authorise requests. But some of the feedback we received from customers is that not enough information was being made available in the generated tasks for their authorisers to make a decision. With this new feature, authorisers are now able to access a read-only view of any request in which they have been asked to review – even if they don’t have a Service Manager subscription. This will open in the Employee portal and will give all of the key request details, along with the access to open any associated attachments – as well as give them the option to make their approval decision directly from this view.

To access this, the authoriser assigned the task will now notice that clicking the Request ID link will open up this Read-Only view of the request. Also, if you have Authorisation Email notifications enabled, the authorisers can also directly access this view by clicking the “click here to view the task details” link.

Business Process Workflow

Brand new “Get Request Information” options in BPM (CH00156758, CH00153975)
We’ve added some great new “Get Request” information features which further extend the ability to capture and group information at a point in time. These are really useful to either to make criteria based decisions in your BPM Workflow, or use to inject into your templates, tasks and other components. The ones we’ve recently added are:
  • Get Request Information > Source Email Details – If a ticket has been raised from an Email (either via Auto-Responder or manually from the mailbox), this new function allows you to gather some key details from the source email, such as From Address, To Address, Subject, Content, Date Sent and Date Received
  • Get Request Information > Team Details – This will gather all of the details relating to the support team this request including any Custom Attributes you may have set against the team, the Manager ID and Team Leader ID. This can be really useful if you need to make process decisions based on a sub-grouping of teams e.g. all teams that have “Finance” set in Custom Attribute 1.
  • Get Request Information > Request Details > Feedback Rating – If the ticket has received a Feedback Star rating, you can now get this information – and potentially use it to make a decision upon, for example If the rating for a ticket has been less than 3 stars, send an email to the Service Desk Manager.

New variables available in BPM Workflow (CH00152311, CH00156499, CH00153862)

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We’ve added some more flexibility to some of our Automated Tasks to allow you to pass variables from other sources to aid the automation of the Business Processes:
  • Update Site (Entity = Requests > Type = Update Request >Task = Site > Option = Site ID (from Variable)) – This allows you to pass in the numeric ID relating to a site into this attribute in order to set or update this against a request
  • Email Co-worker (Entity = Requests > Type = Email Notification >Task = Email Co-worker > Option = Co-worker (from Variable)) – This allows you to pass in the User ID of a Co-worker to send an email to
  • Assign to Team (Entity = Requests > Type = Assignment >Task = Assign to Team > Option = Team (from Variable)) – This allows to pass in the Team Name of a support team you would like to assign the request to

Suspend Wait for Customer Feedback (CH00150650)
For those people who are using Hornbills Customer Feedback functionality, this new Automated Task can ensure that your Business Process is suspended until the customer of request has provided a response. This brings the potential benefit of preventing your requests from being completed too early, when you may want to follow up if customer feedback has not been provided.


More Custom Fields available! (KE00156494)
For those of you who struggle with the number of custom fields available, the good news is that we have added some new ones! For every request type we have added 10 more – they are labelled from h_custom_31 to h_custom_40, and you can use them to map your answers from Progressive Capture, manipulate via BPM or simply have available on your requests to manually populate. There’s nothing to enable to get these – providing you are on the latest version of Service Manager, they are already there and waiting to be used.

Snippets are now available on the Resolution tab of a request (CH00152252)

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This has been requested many times on the Hornbill Community Forums, and thanks to your feedback and requests, it's now available to use. Using Snippets, you can define blocks of templated, reusable text that can be specific to the analyst or shared with a Team or Service. These have always been available when sending an email, but this is now available when resolving a request – so particularly useful if you have repeatable resolutions or responses that you want to consistently send to the customers. To create and use Snippets, simply click the “Snippet” button, click “Manage” and begin configuring. You will also have the choice to make your snippet available when emailing customer too


Connections of a Request can now view the Request within the Employee Portal (CH00146368)
If there is a requirement for more than just ticket requester to have visibility of a request on the portal, this is now possible using the “Connections” functionality. This can be useful in many different ways – for example, if someone is logging a ticket on behalf of their manager, the manager can be added as a connection to the request – and by enabling this feature, both users can view and update the ticket on the portal. (Please keep in mind that this functionality is only available on the Employee Portal – not on the Service and Customer Portals).
Further information, and full details on how to enable this can be found on our Connections page


Ability for customers to receive an email when their request has been updated (CH00141341)

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We have been asked many times “How would a customer know when an update has been made to their ticket?”. Now with this new optional feature, customers can be notified via an email whenever a customer-facing update to the timeline has been made. You can configure the email template that is sent to them, and to make it really accessible, why not include a URL to link them directly to the update? This can be enabled on a service-by-service basis. Full details on how to set this up can be found on our Connections page.

Request Type-specific Email Templates (CH00154724)

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A number of request types in Hornbill have their own “type-specific attributes”, for example, Problems have “Workaround” and Changes have “Change Type”. Until now, these attributes have not been available for selection in your Email Templates. But now, you can with this latest change. There are two simple steps to enable it:
1) Create your Email template (Admin > System > Email > Template) in the correct entity dropdown (e.g. select ChangeRequests for a Change-related template). Doing this will give you access to all of those Type Specific variables to inject into your templates
2) Secondly, when sending the email from your Business Process, make sure to also select the equivalent Email Template Entity within the Automated Task, as per the screenshot below.

Request List

Filter your views on the Request List (CH00153335)

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For those of you who have a long list of views and struggle with scrolling up and down and finding that specific view you are looking for, we’ve introduced a brand new quick filter at the top – just start typing and your list will be filtered accordingly

Custom Columns in Views (CH00154011)

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We understand every view can be different, and in many scenarios, the details you need to quickly view on your request list can differ from view to view. So we have added Custom Columns. When defining your views, you’ll notice a new tab along the top – from here, simply add the columns you want to be displayed, in the order you want to see them – and this will be unique to that created view. Another major benefit of this is the ability to display Custom Fields in your request list views. To add these in, click the “+ Custom Column” button when configuring your view – and from here you can select the Custom Fields you would like to see, and a user-friendly label to appear at the top of the column). Further details can be found on the Request List Views page


Additional Asset Management attributes added (CH00150397)
Over the past quarter, we have had several requests on the Forums for new attributes to be added to a number of Assets classes. We have added a large number of them and they are all available for use immediately. Simply click on Manage Asset Types in the user app, locate the new attribute under the class and enable its visibility by checking the box next to its name. More information on Assets can be found on the Assets page.