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• Co-Worker Service Manager
  ...rvices that they are subscribed to, and assets that they own or use. These are available under the Service Manager tab. ==Requests==
  2 KB (278 words) - 18:03, 7 May 2024
• Managing Contact Visibility of Organisation's Requests on the Customer Portal
  ...me]] > [[Service Manager]] > Managing Contact Visibility of Organisation's Requests on the Customer Portal ...published, raise requests as well as view progress on and update their own requests.
  3 KB (388 words) - 11:32, 7 March 2017
• Resolve and Close Request Action Item
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action/]]
  4 KB (589 words) - 23:01, 1 February 2024
• Service Manager Customers Plug-in
  ...t records. For Service Manager these are used when supporting people that are external to your business. When Service Manager is installed, users with a ...shows all the active requests that have been raised against contacts that are associated to that organization.
  3 KB (414 words) - 23:22, 3 May 2024
• Service Manager Request Types
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types]]
  3 KB (372 words) - 18:21, 19 April 2024
• Request List Filters
  ...List Toolbar. The active filter can be determined by which filter buttons are colored grey. :* [[Global Search for Requests ]]
  4 KB (596 words) - 19:11, 30 April 2024
• Service Support Teams
  ...ing this service. Supporting teams will have the rights to view and manage requests for this service. When a service is first created, it is supported by all S :* View All requests raised against the Service from the Request list > Filters > All My Service
  3 KB (431 words) - 21:15, 10 April 2024
• Cancel Service Requests Through Portals
  {{DISPLAYTITLE:How To: Cancel Requests through the Portals}}__NOTOC__ ...How To]] > [[:Category:How_To_-_Service_Manager|Service Manager]] > Cancel Requests through the Portals
  3 KB (479 words) - 22:52, 20 February 2024
• Service Manager Reports
  The Service Manager Reports are provided as out of the box, industry standard reports which have been prede ...ent or the interest in a change. At a click of a button get a list of the requests with the most connections.
  5 KB (807 words) - 20:20, 11 April 2024
• What are Notifications?
  ...comments on the Buzz page of people yiou are following, Conversations you are in, or tasks you have been assigned by a workflow in an automated business :# Select [[News_Feed|News feed]] and then review each workspace you are member of for any notifications
  975 bytes (152 words) - 18:52, 11 April 2024
• Multi-Select Actions
  [[file:hornbill-document-library.png|Change Requests|link=https://docs.hornbill.com/servicemanager-user-guide/request-list/overv ...and expose additional action options which can be applied to the selected requests.
  4 KB (592 words) - 23:20, 3 May 2024
• Connections
  ...onnected users (basic or platform) to have visibility of the requests they are connected to via the '''Employee Portal''' or '''My Services''' view is ava ...ections to a request have '''no''' visibility and access and visibility to requests, has to be configured and enabled.
  5 KB (742 words) - 15:30, 19 April 2024
• Change Calendar
  :* [[Change Requests]] :* [[Release_Requests|Release Requests]]
  5 KB (735 words) - 22:51, 1 February 2024
• Additional Services/success portal
  ...uccess Portal also provides a view of the features and functionality which are currently being created by our Development team and coming soon to Hornbill ==Here are some additional resources==
  1 KB (206 words) - 21:17, 11 April 2024
• Request List
  ...of the Service Desk will use the request list to manage their queues. The requests available to each user is determined by the roles and teams that a user bel :* [[#On-hold Requets|On-hold Requests]]
  7 KB (996 words) - 19:40, 30 April 2024
• My Profile
  See what award your co-workers have given you See who is following you, who you follow and which workspaces you are a member of
  2 KB (268 words) - 20:13, 25 November 2022
• Customize Colours - Requests
  ...al|Administration]] > Customize Colours - Request View|Customize_Colours - Requests }} The settings to amend the Requests view colour customisation settings can be found in the Hornbill Admin View
  1 KB (152 words) - 18:37, 11 April 2024
• Global Search for Requests
  ...docs.hornbill.com/servicemanager-user-guide/request-list/global-search-for-requests Hornbill Document Library]. ...docs.hornbill.com/servicemanager-user-guide/request-list/global-search-for-requests]]
  7 KB (1,110 words) - 21:58, 2 May 2024
• Asset History
  ...two areas, '''Asset Attribute changes''', and the '''Assets association to Requests''', such as Incidents it is related to, or Changes which have been applied For the easy visualization of the change, old values are highlighted in red, anything added or the new value is highlighted in green
  3 KB (473 words) - 22:29, 7 February 2024
• Service Manager Mobile
  :* [[Update_%26_Collaborate_on_Requests|Update & Collaborate On Requests]]| ...u back to your saved Home View. The default View will show Requests which are assigned to the Co-worker directly. The Home View can be be changed using t
  6 KB (1,041 words) - 20:43, 8 May 2024
• Variable Picker
  ...e fields and this is covered in the [[Request Variables]] section, here we are focusing on the use of the variable picker. ...er on in your business process, and therefore what information (variables) are available to you.
  6 KB (854 words) - 22:48, 18 March 2024
• Request Settings
  Use Request Settings to control the behaviour of various features on Requests in Service Manager ...enabled when a request is placed on hold, by default the following actions are enabled:
  3 KB (397 words) - 00:06, 10 February 2024
• My Dashboards
  ...o each individual user along with drill down ability to quickly access the requests that make up each chart. ...defined against ''Views'' that contain criteria to define sets of related requests for display within your Request List Once a Chart has been created for a
  3 KB (545 words) - 20:35, 8 February 2024
• Update Action Item
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/update-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/update-action/]]
  8 KB (1,190 words) - 22:41, 1 February 2024
• Routing Rule Templates
  ...Rule Templates provide a way to define default settings for requests that are automatically raised from emails using the Email Routing Rules. An unlimit ...s a number of options to define the default settings for the requests that are raised from an email routing rule.
  5 KB (777 words) - 23:41, 9 February 2024
• Print Action Item
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/print-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/print-action/]]
  3 KB (413 words) - 22:53, 1 February 2024
• Service Portfolio
  ...services may range from a single service used to define and manage all IT requests, to a collection of categorized services, with each one providing a particu The Services List provides a list of the services that are being managed within Service Manager.
  4 KB (600 words) - 21:55, 8 February 2024
• Site View
  ...l be able to see a Service Manager tab, and will be able to view the sites requests, assets, and associated services ...to assign activities, requests or communicate with them - members details are available via the '''Request > Get Request Information > Site Details''' op
  4 KB (593 words) - 17:14, 2 May 2024
• Connections Action Item
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/connection-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/connection-action/]]
  5 KB (812 words) - 22:52, 1 February 2024
• Schedule Action Item
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/schedule-action Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/schedule-action]]
  4 KB (556 words) - 22:10, 22 April 2024
• Penetration Tests
  ...t on the entire platform to validate our results. Full penetration reports are available on request. ...d find, given the complexity of the system and front end servers screening requests.
  2 KB (369 words) - 21:07, 17 July 2023
• Service Manager Roles
  Service Manager Roles are a collection of rights that are provided for different set activities within Service Manager. These roles :* [[#Service Requests Roles|Service Request Roles]]
  15 KB (2,021 words) - 22:02, 9 February 2024
• Service Manager Relationships
  ...ble relationships that can be used when linking different entities such as requests, services, assets, and more. Relationship Types are defined terms that can be used for the creation of Relationship Links. Whe
  3 KB (479 words) - 18:07, 8 February 2024
• Managing Instance Storage Usage
  ...est contributor to storage consumption and, as the content and attachments are quite often appended to a request, their relevance and value diminishes qui ...months (3 years of a maximum of 7 years) respectively. Any messages which are older than the purge thresholds specified in the settings will be permanent
  8 KB (1,193 words) - 09:27, 23 August 2023
• Service Manager
  ...nt processes across your entire organization. From the simplest of service requests to full-featured ITIL-compatible capabilities, Service Manager is a compreh ...using the left hand menu bar in Hornbill. Availability of these features are based on role assignment.
  9 KB (1,287 words) - 18:57, 2 May 2024
• Service Manager Mailbox Plug-in
  ...ived in Shared Mailboxes and using the Service Manager Mailbox Plug-in you are able to either raise a new request or update an existing request from one o ...vice Manager. A Progressive Capture script will be used for raising these requests and the following forms will work with the incoming email.
  6 KB (876 words) - 20:20, 11 April 2024
• Knowledge Centre
  ...nowledge is presented in the form of FAQs, Known Issues, Catalog Items and Requests (User app only). * Possible knowledge matches are continually filtered based on the inputs to different progressive capture f
  10 KB (1,444 words) - 12:26, 6 October 2020
• XMLMC API InDepth
  Services are overall methods that the platform provides, whereas Applications define the * Description - what the operation does
  9 KB (1,317 words) - 10:17, 11 April 2024
• Write Efficient Reports
  ...quite a detailed reporting tool that allows users to gather information on requests logged for specific periods and according to Service Level Agreements. ...onsulted if you are creating a report using the SQL Schema Designer if you are extracting data from more than two tables in the database which is where JO
  6 KB (949 words) - 20:25, 20 November 2023
• Customer Manager
  .... the basic features available with or without Customer Manager installed are: View Organisations which you are a member of.
  4 KB (501 words) - 04:01, 12 April 2018
• Project Relationships
  Associate related entities to the project and define how they are related. * It is possible to relate Changes, Releases, Service Requests, Services and Configuration Items if the Service Manager Application is als
  4 KB (553 words) - 18:01, 19 January 2021
• Service Manager Settings
  ...hen this setting is 'On' the resolution category will be mandatory for all requests :- If there are no defined Closure Categories, this setting is ignored
  14 KB (2,148 words) - 21:12, 18 March 2024
• Services Request Configuration
  ...lets you define a number of elements for the different request types that are used for each Service. This allows each Service to provide its own experie ...t type will not be available in Progressive Capture or when raising linked requests for this service.
  28 KB (4,437 words) - 21:50, 22 April 2024
• Co-Workers
  ...a conversation, award someone, or start a skype chat. See which co-workers are active or available by seeing their '''Presence''' and '''Availability''' d ...st name, last name, users full name, site or organisational group that you are typing.
  3 KB (484 words) - 11:58, 27 November 2018
• Service Manager Assessments
  By default, 4 Impact Levels are provided. This includes Low, Medium, High, and Critical. The Impact Level ...s you to drag and drop in order to change the order that the Impact levels are displayed.
  5 KB (801 words) - 21:58, 9 February 2024
• Widget Filters
  ...quite a detailed reporting tool that allows users to gather information on requests logged for specific periods and according to Service Level Agreements. ...below and was getting no results even though there were some tickets which are due to breach in the next 2 days:
  2 KB (268 words) - 12:38, 20 June 2018
• Request Details Form Designer
  ...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-details-form-designer Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-details-form-designer]]
  9 KB (1,452 words) - 06:32, 14 May 2024
• Configuring the Timesheet Manager Plugin for Service Manager
  ...time spent on composing and sending emails or adding resolution actions on requests, but this can be enabled on any action bar option. ...l be defined in TimeSheet Manager to map the time spent in Service Manager requests too. In order to define how you want the time recorded to be grouped and or
  5 KB (852 words) - 18:28, 11 April 2024
• Project Manager
  ...t of the active projects that you are a stakeholder in. Projects where you are not either the Project Manager or a Stakeholder will not be available from ...t to Hornbill is the ability of the different Apps to work together. Below are some of these plug-ins between Project Manager and other Hornbill Apps
  3 KB (475 words) - 13:15, 14 June 2021
• View for future dates
  ...how to set up Routing Rules to Email delivery not happening. The following are some examples: Example: How do I create a view of tickets which are about to breach in x days. In other words, is there an option to create a v
  2 KB (270 words) - 15:40, 20 June 2018

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