Service Manager Settings

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Home > Administration > Service Manager > Settings

Introduction

The various application settings associated with Hornbill Service Manager can be configured in Hornbill administration under Home > Service Manager > Settings. The page below describes some of the more commonly used settings. This is not a complete list and more settings can be viewed within Administration.

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Email Settings

Archiving Emails

The Shared Mailboxes can be configured to automatically move the email into a folder of your choice.

  • servicemanager.email.archive
- The default setting for this is 'ON'
- When this setting is set to 'OFF' the email will remain in its current folder and the archiveFolderName setting will be ignored
  • servicemanager.eamil.archiveFolderName
- The default folder name for this is 'Deleted Items'
- This setting applies to all Shared Mailboxes that Service Manager Users have access to.

Email Authorisation

An email can be sent to a user that is assigned an authorisation task. The user must be a full user and not a Basic user in order to receive and process the email authorisation.

  • app.request.sendEmailToAuthorisers
The default setting for this is OFF
  • guest.app.authorisations.email.revealOutcomes
By default, an option to accept or reject the authorization is included as part of the authorization email. Turning this setting off will remove this option and the user will only have the option to view the authorisation.

Category Settings

  • servicemanager.request.closureCategory.default.enabled
- The default setting for this is 'Off'
- When this setting is 'On' the resolution category will be mandatory for all requests
- If there are no defined Closure Categories, this setting is ignored

Portal Settings

  • guest.servicemanager.customer.request.showHistoricUpdates
- The default setting for this is 'Off'
- When this setting is 'On' users of the Customer Portal will be able to see an additional collapsable panel on their requests view, containing any historical request update data which may have been imported from a previous Service Management tool which relates to that request. This section will only be visible on imported requests.
  • guest.servicemanager.portal.request.showHistoricUpdates
- The default setting for this is 'Off'
- When this setting is 'On' users of the Service Portal will be able to see an additional collapsable panel on their requests view, containing any historical request update data which may have been imported from a previous Service Management tool which relates to that request. This section will only be visible on imported requests.
  • guest.servicemanager.portal.request.questions.hideUnansweredQuestions
- The default setting for this is 'Off'
- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms in the Service Portal
  • guest.servicemanager.customer.request.questions.hideUnansweredQuestions
- The default setting for this is 'Off'
- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms in the Customer Portal
  • servicemanager.portal.requests.showStaffRequests
- The default setting for this is 'Off'
- When the setting is 'On' Manager's will be able to view requests raised by their direct staff via the Service Portal.
- Manager refers to the named user who is populated in the Manager field in a staff user's profile.
  • guest.servicemanager.portal.request.enableServiceRequestCancellation
- The default setting for this is 'Off'
- When this setting is 'On' Customers on the Service Portal will be able to cancel their Service Requests if no longer needed.
- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.
- Customers will also need to be assigned the Self Service Request Cancel User role in order to use this feature
  • guest.servicemanager.customer.request.enableServiceRequestCancellation
- The default setting is 'Off'
- When the setting is 'On' Contacts on the Customer Portal will be able to cancel their Service Requests if no longer needed.
- The Owner or Team of the Service Request can receive an email, Hornbill Notification or both informing them of the cancellation.
- Customers will need to be enabled to use this feature via the Portal Access option available under the Organisation > Request tab
  • guest.servicemanager.portal.additionalRequestTypes.change
- The default is 'Off'
- When the setting is 'Off' customers will not see Changes on the portals requests lists, nor see any configured portal visible Change Catalog Items
- When the setting is 'On' customers will see All new and historic Change records in the request lists on the portals where they are the marked as the customer
- When the setting is 'On' customers will have the option to see and use portal visible change catalog Items for their subscribed services

Progressive Capture Settings

  • servicemanager.progressiveCapture.servicedetails.enableSupportVisibility
- The default setting for this is 'Off'
- When the setting is 'On' the Services displayed on the Progressive Capture Service's form will be filtered to both those which the customer is subscribed too, and also to those Services which the analyst's logging the requests team's Support.
  • app.request.questions.hideUnansweredQuestions
- The default setting for this is 'Off'
- When the setting is 'On' any unanswered questions from custom forms used in progressive capture will not be displayed in the Questions section on Request forms
  • app.itsm.progressiveCapture.organizationDetails.allowOrgRequestsList
- The default setting for this is 'Off'
- When the setting is 'On' the analyst viewing the Progressive Capture Organisation Details form, will see the active requests for the organisation in the righthand panel
- The requests returned will be active, and will only display the requests raised against services which the viewing analyst's teams support.
  • app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests
- The default setting for this is 'Off'
- When the setting is 'On' the analyst viewing the Customer Details Progressive Capture form, will only see the customers request's which have been logged against services which the analyst's team's support.

Request List Settings

  • com.hornbill.servicemanager.requestList.restrictions.service
- The default setting for this is 'ON'
- When this setting is on, it is only possible to perform multi-select actions against requests logged against the same service. If selecting requests logged against different services the multi-select action buttons will be hidden
- When the setting is off, it is possible to perform multi-select actions against requests logged against different services
  • com.hornbill.servicemanager.requestList.restrictions.type
- The default setting for this is 'ON'
- When this setting is on, it is only possible to perform multi-select actions against requests of the same type. If selecting requests of different types, the multi-select action buttons will be hidden
- When the setting is off, it is possible to perform multi-select actions against requests of any types.

Information By turning off the multi-select restrictions, the supporting teams logic is disabled on the assign option on the request list, making it possible to assign requests to teams which are not listed as supporting the services which requests are logged against.

  • webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers
- The default setting for this is 'OFF'
- When the setting is on, it is possible for ANY Service Manager subscriber to see any requests which are not assigned to any team
- When the setting is off, it is only possible for Service Manager subscribers with the Service Desk Admin role to see any requests which are not assigned to any teams

Request Settings

  • app.request.questions.excludeConditionalQuestions
- The default setting for this in 'OFF'
- When the setting is off, conditional progressive capture questions which were not displayed in progressive capture flows will appear in the Questions section on the request forms
- When the setting is on, conditional progressive capture questions which were not displayed in progressive capture flows will not appear in the Questions section on the request forms

Timeline Settings

  • guest.servicemanager.request.timeline.showShortPostTitle
- When this setting is on, it will display the name of the user who posted on the timeline of the request, when viewing the timeline of the request in the Customer and Service Portals.
- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.
- The default setting for this is 'ON'
  • servicemanager.request.timeline.showShortPostTitle
- When this setting is on, it will display the name of the user who posted on the timeline of the request in the user app, when viewing the timeline of the request.
- When the setting is off, the name of the user who performed the post can still be viewed by hovering over the image of the user on each post.
- The default setting for this is 'ON'
  • guest.servicemanager.request.timeline.availablePostTypes.editPost
- This setting determines the type of posts that a user is allowed to edit. By selecting additional post types, this will allow a user to edit their own post in a Timeline, provided that the post has not been liked or commented on.
- The default setting for this is 'None' i.e. the option to edit a post will be disabled.
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