Service Manager Quarterly Update 2019 Q4

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We finished 2019 with the release of some fantastic new functionality and features. The following update provides you with an overview of a number of these features, as well as some information on how you can get enable or configure them on your own instance.

Progressive Capture Workflow

Branch on additional customer attributes during Progressive Capture (CH00149662)

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After selecting a customer (either an Internal Coworker or external Contact) during your progressive capture, you now have the ability branch and make decisions on a number of new attributes, to offer more flexibility and power in presenting your Analysts or Portal End Users with the right information at the right time.
There is nothing to turn on – these options are available and ready to use in the configuration of any of your progressive captures. The options you have are:
For Coworkers:
  • Phone Number
  • Job Title
  • Site ID
  • Site Name
For Contacts:
  • Phone Number
  • Job Title
  • Organisation ID
  • Organisation Name
NOTE – The options will only appear if you have already presented the default “Co-worker” form or “Contact” form. If you have the more generic “Customer” form, these options will not be available to use (as the system does not at this point know whether it’s been a Coworker or a Contact that has been selected)


Catalog Items are now available to be configured against Problem, Known Error and Release request types (CH00153357)

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Hornbill has now introduced the ability to create catalog items for Problems, Known Errors and Releases. The configuration of these is exactly the same as how you would configure any other catalog item – simply ensure that the relevant type is enabled (by clicking the toggle in the top right corner) and then click the “Catalog Item” button to begin the configuration. One thing to keep in mind – the catalog items for these new types will NOT be available for selection by your end-users on the portal – they are just visible for analysts logging requests via the User App.

If you are already using these types with the default Progressive Captures, it is recommended you review your current set up to ensure that your new catalog items are going to work correctly with any live services you have. As always, we suggest to create a new “Test” service with just yourself as a subscriber (so customers can’t see it) and plan and test your new configurations from there.

Create Activities against a Service (CH0016958)

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We have now added the ability to manually create and assign activities against your Services. This can be particularly useful for many reasons – but a good use case if you are planning to make any changes to a service. Having tasks allows this to be performed in a structured way, with the ability to assign to a User/Team/Role, have a Due By date, a reminder and even a checklist included if you require.
There’s no additional configuration required here – if you have the Services Manager role, you will have the ability to create tasks against any Service that you have access too.

Remove the “Reason” prompt when changing sub-statuses (CH00149659)

If you have sub-statuses configured, you may be aware that currently every time you select an “On-Hold” related status, a Reason is required to be entered. We have now added the ability to configure whether this is a required field or not. There may be scenarios when Analysts should always be entering the reason why they are putting requests on hold, but equally, if there may be scenarios when this information isn’t required – and asking for it can slow down the process, create more work and potentially become irritating. So we have added a toggle onto every sub status to allow the Administrator to decide.
To configure, simply create/open a sub-status and toggle the “Reason Required” button to on or off. This is applicable to both Global and Service based sub-statuses.

Service Levels

Additional criteria options available when defining and amending Service Levels (CH00146261)

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Hornbills flexible Service Level Management criteria has now become even more powerful with the introduction of brand new criteria - against which you can define your rules to specify which Service Levels/Targets are applied to requests. All of the new criteria is listed below and is available for use right now.
So for example, if you support external Organisations, you can now apply a different Service Level based on the Industry of the organisation who has logged the request. Or if you have defined your own Custom Fields to your requests, the Service Levels/Targets can be applied based upon this Custom Field content.
Please note - at present these new attributes are NOT included as part of the Automated SLA update criteria (so will after the initial evaluation will only revaluate/update if you have the "Update Service Level" automated task in your Business Process at certain stages). We have got plans in the pipeline to include these attributes as part of our Automated Service Level Changes functionality, so watch this space!

The additional rule criteria that has been added is:
External Organisation Criteria
  • Country
  • Industry
  • Region
  • Custom Fields on Organisation Form
Contact Criteria
  • Job Title
  • Country
  • Contact Custom Fields
  • Request Custom Fields
  • Source


The Logging Category now has its own action tab on requests (CH00141466)

A very common request during Hornbill Implementation and on the forums was that setting the logging category was too hidden away and hard to find. This could result in analysts not knowing what to do next with a request if it was awaiting a category to progress in its process. With this new feature (that has been applied automatically), the logging category has its own action tab – so if you have suspended the process to await the category to be set, it’s clear and obvious that this should be the next action as the focus will be on this tab at that point. Also, this means fewer clicks and more efficient user experience.
Along with these benefits, there are a couple of other related features:
  • Once a category has been selected, it will now also appear on the right-hand side of the screen, in the Grey “Information” box
  • If you have added a profile description whilst configuring your Request Profiles, this will also appear on selection. This can provide some assistance to the analyst who is making the selection


New Search Bar added to the “My Services” portal

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For those of you who are using the “My Services” portal (Home > My Services menu ) for your internal support, we have added a brand new Search Bar to make it even easier for you end users to quickly get to the area they need to whilst navigating. This is designed to be the first thing your end-users see and has been designed based on your user feedback. If you would like to enable it, there is a Service Manager setting to toggle on guest.servicemanager.portal.myservices.displaySearchBar.
If needed, you can also adjust 'Home Page Image Height' and 'Home Page Image Placement' customisations (in Admin tool > System > Manage Portals > Customise Service Portal) accordingly, to correct the position of the Search bar.

Request List

“Authorisation” and “First Time Fix” options now available for use in Request List Views (CH00154482)

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Now you will find a couple of new additions to the list of criteria that can be used. Use the “Authorisations” option to quickly filter request based on whether they have been Authorised or Rejected. And “First Time Fix” to show or hide requests that have been marked as First Time Fixes or not. Please keep in mind that for these options to work, these flags need to be set accordingly as part of your Business Process(es) for them to be marked on the requests.

Service Desk Admins can now manage Shared Views (CH00154482)

There may be occasions when a user is no longer using Hornbill and they have left behind Views which were shared with other users. A Hornbill User that has the Role Service Desk Admin will have an option from the Views menu, under Shared Views titled Manage from where they can manage all shared Views. These actions include:
  • Change Owner (to select a new owner of the shared view)
  • Make Me Owner (to select the person who is making this change as the new owner of the shared view)
  • Delete (to remove the shared view permanently)

Change the style of “On Hold” requests in the Request List (CH00157323)

By default, if a request is in a status of “On Hold”, the request list will show this visually by slightly fading the text and a row colour (Opaque). If this isn’t to your liking, we have now introduced the ability to display your On Hold display from one of the following formats:
  • Bold
  • Italics
  • Opaque
  • None
To make this change, simply head to the Service Manager Application settings in the admin tool, and search for the following setting: webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle. You will get the choice of the above 3 options. Please keep in mind that this is a global setting so this will change for ALL Service Manager users.


Attachments now added to Requests from emails logged/updated via Routing Rules (CH00140962)

Here is another very common feature request from the Hornbill Community Forums, that is now available for configuration! If you have any automated Email Routing Rules set up, for example to Log New Requests from an incoming email, OR to automatically update an existing - you now have the option to choose whether any attachments from the email should also be added to the request. They will be added directly to the "Attachments" section, and the originating entry on the timeline will still retain the Paperclip icon to indicate which Email contained the attachments.
There are two ways to configure this:
For Auto Logged Tickets
  • Open your Routing Rule Template (Admin tool > Applications > Service Manager > Email > Routing Rule Templates > Open the template). At the bottom is a new toggle called "Add Attachments". Simply toggle this to "On" and the next request that has been raised from an incoming email will have had its attachments added

For Auto Updated Tickets (e.g. typically for an incoming email that contains a valid Hornbill call reference in the subject line
  • As these do not use a template, there are a couple of Application System Settings to configure (Admin tool > Applications > Service Manager > Application Settings)
    • For Incident Updates turn on:
    • For Service Request Updates turn on:


Visibility of Assets now available of Users Profile (CH00152000)

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As an analyst, it can be very useful to quickly see which assets are being used by which user – especially if someone has logged an issue regarding a particular asset/piece of hardware and you are unsure of which one they are currently using. We have added a new feature to provide this information very quickly and easily, by displaying all assets that are associated with a user on their profile. If you have added assets to your system and populated the “Owned By” or “Used By” attributes of an asset with a specific user, this will create the relationship to display within this section. Simply click on the Users name from the Request List (for example), and click the “Service Manager” tab. Here you will see a new tab called “<name of user>s Assets”.
Not only will you have visibility but you can also filter by Owned By, Used By, or All. You can also add and remove columns to the few to display additional asset attributes. And you can even click the “Download” button to download a CSV file containing the data displayed. If you require any further information about the asset, simply click the Assets name to take you through the detailed view in the Asset Management module.

Additional Asset Management attributes added (CH00157645)

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 30+ brand new attributes across the asset classes, 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.