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...rvices that they are subscribed to, and assets that they own or use. These are available under the Service Manager tab. ==Requests==

...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.

...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/]]

...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.

...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]]

...List Toolbar. The active filter can be determined by which filter buttons are colored grey. :* [[Global Search for Requests ]]

...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

{{DISPLAYTITLE:How To: Cancel Requests through the Portals}}__NOTOC__ ...How To]] > [[:Category:How_To_-_Service_Manager|Service Manager]] > Cancel Requests through the Portals

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.

...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

[[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.

...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.

:* [[Change Requests]] :* [[Release_Requests|Release Requests]]

...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==

...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]]

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

...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

...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]]

...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

:* [[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

...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.

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:

...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

...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/]]

...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.

...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/]]

...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.

...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

...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/]]

...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]]

...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.

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]]

...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

...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

...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.

...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.

...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

Services are overall methods that the platform provides, whereas Applications define the * Description - what the operation does

...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

.... the basic features available with or without Customer Manager installed are: View Organisations which you are a member of.

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

...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

...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.

...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.

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.

...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:

...nd at its new location in the [https://docs.hornbill.com/service-portfolio/requests/request-details-form-designer Hornbill Document Library]. ...est Details Form Designer|link=https://docs.hornbill.com/service-portfolio/requests/request-details-form-designer]]

...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

...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

...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

...ite your customers to provide feedback on their requests once the requests are in a closed status. * Feedback can be enabled per request type (Incidents and Services Requests) and per service where it is required.

...servicemanager-user-guide/service-portfolio/requests/request-types#service-requests Hornbill Document Library]. ...servicemanager-user-guide/service-portfolio/requests/request-types#service-requests]]

Service Manager provides a Self Service app for contacts that are external to your organization which is accessible through the Customer Port ...Subscriptions, Known Issues, and communications about the progress of the requests raised by or for the customers.|

...log items are visible for the user in the user app when agents are raising requests via progressive capture. ...talog item, but they are not '''directly''' subscribed to the service, but are subscribed via a group subscription, then you will first need to subscribe

...h the addition of "xmlmc/", will lead to the documentation on what methods are available ([https://api.hornbill.com/xmlmc/ <nowiki>https://api.hornbill.co Services are overall methods that the platform provides, whereas Applications define the

.../servicemanager-user-guide/service-portfolio/requests/request-types#change-requests Hornbill Document Library]. .../servicemanager-user-guide/service-portfolio/requests/request-types#change-requests]]

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases]]

...how to set up Routing Rules to Email delivery not happening. The following are some examples: Some requests raised by customers have questions and if there are no answers entered for those questions, you end up with a scenario where th

...left hand application bar. Visibility and access to these different areas are dependant on your level of access. ...ith Service Manager installed alongside Live Chat, it is possible to raise requests from a chat session directly linking the request to all of the valuable inf

...y. the basic features available with or without Customer Manager installed are: ...you can keep informed in real time about updates to all organisations you are interested in.

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#releases]]

Changes are logged in Hornbill Technologies’ own Hornbill instance . The originator o Copies of all change requests are retained to provide an audit trail.

...elated Articles"''' box on the right hand side, for further information on what each global colour setting will affect.}} :* [[Customize Colours - Requests|Customize Colours - Request View Page]]

...elated Articles"''' box on the right hand side, for further information on what each global colour setting will affect.}} :* [[Customize Colours - Requests|Customize Colours - Request View Page]]

...provide a way to define different pick lists or combo-box selections that are used through out the Service Manager app. The available options in a pick l ...on" business process nodes. The authorisation types specified in this list are relied upon by the underlying operation and therefore the existing values s

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#problems Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-types#problems]]

Libraries are places where published documents can be provided to a wider audience for re ...to Hornbill is the ability of the different Apps to work together. Below are some of these plug-ins between Document Manager and other Hornbill Apps

...Portals to include your company logo, branding, as well as the icons which are used to represent the Services you provide to your customers. ...'''Administration Console > Instance Configuration > Manage Portals''' you are able to configure the Internally facing '''Service Portal''' and the exter

...ss-related emails. For example, Server monitor emails coming from Hornbill are best being re-directed to a separate mailbox.

The following tasks are carried out when the tool is executed: * New list entries are created within the configured application's Simple List.

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/cancel-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/cancel-action/]]

...oblem resolutions by making it quick and easy to understand which services are related. Change management can benefit from visualizing impact when conside ...- Relate this service and indicate this service depends on the service you are relating it to.

.... The ''Breadcrumb'' displayed at the top of the list highlights where you are within each level of your organization and lets you navigate back up to the Groups are available to define different business units. When creating a Group you wil

...[[Hornbill Mobile]] > [[Service Manager Mobile]] > Update & Collaborate on Requests ...existing comments made against each post. This is useful for understanding what has happened on the request so far. The Co-workers also have the following

...creation of a service. When naming your service, some things to consider are: ...ising a request to provide that bit of extra information to make sure they are selecting the correct service.

:The typical roles of the people who are involved in the Switch-On are: ...den to be shared closer to go live and ensures appropriate decision makers are involved throughout.

...widgets that link you to Service Catalogs, Workspaces, Links, Service Desk Requests, and much more. ...collation of all the posts and comments made in activity streams that you are following.

==What is the importance of the Instance Name in respect to provisioning your Horn *Must be unique and identifiable. As such requests for intance names such as ''itsupport'', ''serivcedesk'' or ''help'' will n

The Employee Portal Widgets are made up from a a collection of widgets that are delivered by each Hornbill Application. These widgets provide views and in Add this widget to present users with a list of Services that they are subscribed to.

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/solutions-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/solutions-action/]]

Activities are a central component of the Hornbill solution and are provided both through the collaboration features, and from many of the line Activities can come in various forms but are summarised as follows:

:* '''Updated linked Requests''' - Automatically push down automatic updates to affected Incidents and Pr ...e the Change to a Change Board''' - A helicopter view of all Changes which are inflight can be visualised using the '''[[My_Boards|Hornbill Boards]]'''.

:* As contacts are added, they will appear in the Contacts list ...hing against their First Name, Surname, Email Address or Organization they are associated too.

...provide a way to define different pick lists or combo-box selections that are used through out the Project Manager app. The available options in a pick l :* '''Project Relationship Type Requests'''

...elated Articles"''' box on the right hand side, for further information on what each global colour setting will affect.}} :* [[Customize Colours - Requests|Customize Colours - Request View Page]]

...]] on different entity views in apps on the Hornbill platform. Auto tasks are similar to business processes, however differ in that they do not contain s * [[Service_Manager_Request_Types|Requests]]

From an Organisations record the following options are available to you If Service Manager is also installed on your instance you will see a list of requests which have been logged against each organisation when viewing the organisat

...load assets for types which are managed under different asset classes, you are required to create different CSV templates for each asset class grouping. :4. '''Name''' and '''Type''' are mandatory attributes for each asset you wish to upload regardless of their

...ine measures that are sampled and stored periodically. Once these measures are stored over a period of time, the type of reporting possible is expanded co ...udes selecting the data you wish to sample, the frequency that the samples are taken, and the targets and goals you wish to achieve.

...-statuses lets you define a number of descriptive states of a request that are related to the request being either ''Active'' or ''On-hold''. Using the S :* Have better control over placing requests on hold

...s. This is where table and field aliases come in. In the example below, we are using SQL Schema Designer and four tables: h_itsm_requests, h_cmdb_assets,

...rvice Level allows you to define targets that are applied to requests that are used by Service staff to achieve time based goals. ...ibes the Service Level. Commonly, naming such as Gold, Silver, and Bronze are used. This name will be used when adding Service Level rules so it is help

...rt staff, they have the ability to create more technical focused FAQs that are only visible to them, and used as an aide to resolve incidents faster. * Select where the FAQs are published. Options include Portals, Service Desk, or both.

...access their services, communicate with the Service Desk, submit and view requests, chat with support staff, and access shared documents. ...will be taken directly to the Employee Portal when they login. Users that are subscribed to one or more applications will access the Employee Portal thro

* Requests ...ovides you with the ability to '''Manage''' the Configuration Item's which are most important to you, and in some cases enhance and enable additional func

# Attachments to requests which have not been updated for x amount of weeks (x > 12) will be wrapped ...ill have the subsequent effect of actual file removal. Within the affected requests, you WILL still see a reference to the file inteh "Attachments"-section (i.

...s provide a way of defining and storing a number of different views of the requests that you have access to. Using the Views data you can create multiple Chart ...ou add a variety of conditions to produce the desired view. Three options are available for defining a condition: Source, Operator, Value

Custom Buttons can be added to entity views such as documents, requests, organizations and assets in Hornbill, they can be configured to allow one ...and optionally be set to only display on views if configurable conditions are met.

...message to a particular shared mailbox or applying advance operations that are provided by the different Hornbill Apps. Each Email Routing rules allow yo ...il is received, the routing rules will be processed in the order that they are listed, starting at rule 1. If a rule doesn't match it will then check the

...onnector'' application will appear in the administrator's '''Admin consent requests''' list. After the administrator is satisfied that the actions are safe, clicking on the '''Accept''' button would then allow the users to use

...) list and a graphical explorer used for browsing related CIs. These tools are used to configure and visualize your CMDB. Quickly view the relationships b ...to manage different Configuration Items in Hornbill. Configuration Items are:

* All changes to the contact's details are audited and available to review in the '''Audit Trail''' button on the cont ...anisation's requests on the customer portal, via the Organisation record > Requests section > Portal Access option

...eholder a quick view of the current state of the Project. At a glance, you are able to see the milestones and some key Project information. ...sks are a key aspect of all projects. Plan, schedule and assign tasks that are required to fulfil your project.

...ol, but put your newly discovered knowledge into practice. Furthermore, we are more than happy to build bespoke training packages around your requirements ...ality available at their fingertips. Areas which will typically be covered are:

...integration page for more details and documentation on specific tools that are in common use. ...ger app by allowing Google forms to create new requests or update existing requests using the Google Forms questions and storing the answers back into a reques

...ident and or Problem resolutions by making it quick and easy to understand what infrastructure is directly used to provide each service. Change management :: Link to documents that are stored in Hornbill Document Manager

The following are a list of integrations with other popular cloud services, which you can emb If there are specific popular cloud services that you would like to see us integrate wit

...from available users that have access to authorizations. ''Basic Users'' are not available to be selected.}} ...rticipate and you need to assure that users that don't have a subscription are not accidentally allocated as an authorizer. The provided variable must con

...d when a request is being raised. This includes default capture forms that are specific to Service Manager and the ability to create custom question forms ...available to use when building the Intelligent Capture scripts for raising requests. These forms can be made available to an intelligent capture script by add

* Requests - Asset Action Item (Shared Assets Tab) ...t display on a user, contact, grouping or organizatios view, as the assets are not '''Owned''' by the user, grouping or organization.

...hared Mailboxes]] that you have been given access to. [[Shared Mailboxes]] are created to allow a group of users to share a single mailbox for both outgoi {{bullet1|Outbox|Contains all emails that are currently waiting to be sent.}}

...such as where Assets are located or to present filtered lists when raising requests based on the Sites linked to a parent Company Grouping within an Organisati ...y or lists of Sites can be imported using a Sites CSV import option. Sites are created and managed via '''Configuration > Platform Configuration''' under

...activities across the different categories of work they undertake. Users are able to manage their own timesheets and those of other users they manage. ...ork day. This allows you to quickly add full or half day entries when you are setting your time for a new entry

===Managing the Order Rules are Evaluated=== * If no rules are matched, then '''No''' Service Level will be used or invoked on the request

...ger app by allowing Google forms to create new requests or update existing requests using the Google Forms questions and storing the answers back into a reques ...ticate as. This user will required the rights needed to create and modify requests in Service Manager

...load is monitored. This provides automatic alerts when pre-set thresholds are exceeded. The Chief Technical Officer is responsible for ensuring this moni ...ese tools\charts\engines provides automatic alerts when pre-set thresholds are exceeded. The Chief Technical Officer is responsible for ensuring this moni

The utility provides a quick and easy method of removing requests, assets or users from a specified Hornbill instance. ...nbill instance, and records of entities that are associated to the deleted requests/assets. It is primarily intended to be used only by an administrator of a H

...hin the Hornbill [[Hornbill_Solution_Center#App_Store|App Store]]. If you are currently using the Service Manager ''My Boards'' feature, you will be pres ...nager ''My Boards'' feature to the Board Manager app. Each of these steps are detailed in the documentation below.

...be found here: "[[How would the Office365 administrator approve permission requests]]" {{infobox|The following API\Permissions are required for the Microsoft Office 365/Azure app<br>

The following tasks are carried out when the tool is executed: * New requests are raised on Service Manager using the extracted request data and associated m

...-statuses lets you define a number of descriptive states of a request that are related to the request being either ''Active'' or ''On-hold''. Using the S ...:Information.png|14px|text-top|Information]] The Sub-statuses defined here are global and will be visible to all the selected Request Types. Service base

...e types of requests for a particular Service. Items in the Request Catalog are available to subscribed users of a Service on the Hornbill Portals and can In order to create and manage the Request Catalogs the following User Roles are needed to perform the different actions

:* '''Key enterprise integrations are established''' Below gives an overview of what can be expected from the Hornbill 30 Day Evaluation. For specific details,

By Default global notification settings are applied, and this is detailed in this page below. If preferred a Hornbill administrator can enable the '''guest.app.requests.notification.allowUserDefinedNotificationType''' setting, which will disabl

...aning that the data is accurate at the point when the report is run. There are various different options with reports which will be explored in more detai ...best for users who have experience with SQL methods. The following options are available:

The following SLA Details are required when first creating a new SLA and are available within the SLA form. ...to fine and link to Services and will be visible on the requests that they are associated to. As an unlimited number of SLAs can be created so it is impo

When working with variables it is important to understand what you can use, when and how. ...de I want to use it in? By this I mean have I used the '''Automated Task > Requests > Get Request Information''' nodes to load the required variables into my p

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/email-action/ Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/email-action/]]

...relevant values when prompted. Note, all text-type input properties below are '''CASE SENSITIVE'''. ...tegration. This is used to pull details of the Teams session user. If none are available in the list, choose New Connection and create accordingly

There are several icons associated to each supplier: ...control which users have visibility of such suppliers and what rights they are granted to interact with the supplier record.}}

The following tasks are carried out when the tool is executed: * New requests are raised on Service Manager using the extracted call data and associated mapp

...s possible. This page provides some advice on the types of CSV Import that are available to you, best practice and how to actually perform the import. ...y if required. For the purposes of the 30 day trial your Application Users are the most important. These typically represent your Service Desk Personnel o

...ut how you want to group your Bookmarks, say '''Things to Review''', or '''Requests to review''', '''Documents i need to look at''' or whatever makes sense to * Remember these are persona to you and will not be used by any other Hornbill user.

...the [https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action#two-stage-closure Hornbill Document Library]. ...link=https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/resolve-and-close-action#two-stage-closure]]

Web Hooks are a great way to integrate Hornbill with other applications that are accessible over the internet. Web Hooks can send information from Hornbill Webhooks are configured via Hornbill Administration in '''Home > System > Settings > Web

...your Hornbill solution and that you are one step ahead at all times. These are useful in a number of areas where you either simply need additional assista ...ted with the '''<span style="color:#df5050">PRE SWITCH-ON</span>''' prefix are offerings that may be beneficial to you before the Switch begins, and the '

The Board Manager Business Process Workflows are used to automate the creation, movement and management of Boards, Lists and ...options below. If you want to manually set these values for the card you are adding, then leave this option as '''Auto''' otherwise it will overwrite an

The following tasks are carried out when the tool is executed: * New requests are raised on Service Manager using the extracted task data and associated mapp

* Run the command relevant to the OS of the machine you are running this on: ...d to identify orphaned tasks (i.e. live tasks which connected to cancelled requests).

...applications the Standard Edition is perfectly adequate, our applications are optimized to run, at scale on this edition. However, for some customers, ei ...e higher levels of security, auditing, compliance and performance at scale are required.

...t Continuous Delivery for software releases. Our platform and applications are continuously and automatically updated to ensure that all of our customers ...y (both information and physical)/risk management and other best practices are ingrained in everything we do through the processes we follow.

..., but filter this to only show Configuration Items where the Relationships are marked as High, Medium or Low Impact Choose which Configuration Item Types are displayed on the Explorer [[File:CI_Types_list.png]] by enabling or disabli

...n set, there is no need to add one manually, however if you wanted to view what this is set as, or to change this to another Category / Sub Category. As Request updates are applied to a request and time assigned to the actions, the total time recor

...ated a particular board. Typing in part of the name of the board that you are looking for will result in reducing the listed boards to those that match y ...Problems, Known Errors, Requests, Tasks, Posts, and Email. Not sure what you want to use? Don't worry, the available card types can be changed afte

...files or other static objects against specific business such as contacts, requests or assets for example. It’s important that storage is implemented in suc ...returning the same hash). The main advantages of this CAS strategy though are that the location of the actual data and the number of copies is unknown to

"Service":"apps/com.hornbill.servicemanager/Requests", *** NOTE: the following special characters are supported in these parts of the expression when this is set to true <pre>*

...n Incident management it can be used to both receive [[What_are_Requests? |requests]] to create a call or to communicate progress or resolution of a request. ...a user to perform all the common actions required to process messages that are received by the Shared Mailbox. It allows a user to view and manage the con

===What is included?=== ...e integration points. We also believe that because these integration needs are pretty much universally required by our customers in order that they get go

"ReportName":"Change Requests", Below are some common errors that you may encounter in the log file and what they mean:

...Users and Basic users both exist as Hornbill user accounts i.e. those that are internal to your organization who will interact with Hornbill, either by us ...laid out so that the different sections represent the available tabs that are located at the top of a user account.

==What If I need a copy of my data what is involved, and how frequently can I get hold of it?== Firstly it's your data so by definition you are entitled to ask for a copy. Should you need a copy all you need to do is pr

* File Attachments (e-mails, posts, entity records, requests, tasks etc...) ...platform. To for the avoidance of any doubt, the following table sets out what we mean when stating storage sizes in Mb, Gb, Tb etc..

==What is a Sub-processor== ...that constitutes sub-processing activity, they will only use personnel who are reliable and subject to a contractually binding obligation to observe data

...sts that you raise with us. Please do not raise problems (i.e. things that are broken) on the customer forum, as this may result in delay in processing yo ...Credits and Service Level Service Credits are though provided where there are prolonged impacts to service availability caused by issues of a critical na

The Regional Settings are the defaults for the Customer Portal on the login page and when contacts do {{bullet1|Authorised Role|There are several apps in Hornbill that can extend out the available features in the

Widgets are provided to create plug in data that can be used to build Dashboards. Some Define if Axis titles are required to appear on the chart.

The following packages are required dependencies, and can be installed using the Python Package Instal * [https://pypi.org/project/requests/ requests]

...usiness Process Designer]] to build unique and powerful processes for your requests.| ...des to automatically add, move or remove a Request from an existing Board. Requests can be added to one or multiple Boards in Service Manager, and can be moved

...ke you through the basics of creating the different types of packages that are available, publishing and executing them. Packages can be as simple operat ..., Enable, etc.). However, it is completely up to yourself what operations are contained within a package. You could, for example, have a package called

<p>There are <strong>18</strong> checks in total for Level 1</p> ...span> are fully met. <span style="color:#daa520"><strong>4</strong></span> are partially met.</p>

:::: Left and Right arrow buttons are provided to allow you to move the position of a stage when more than one st ...|left|link=]]Each stage is displayed with its name and the order that they are executed. Selecting a stage will display its workflow on the canvas

...lgallery.com/packages/HornbillHelpers/ HornbillHelpers] PowerShell Modules are required to be added to the Azure Automation account prior to making use of ...s''' : This module contains a number of helper CMDLETs to carry out common requests within Hornbill Runbooks:

Please do not raise problems (i.e. things that are broken) on the customer forum, as this may result in delay in processing yo ...rogress reports on anything outstanding and SLA performance for issues and requests that you raise with us. This is in addition to the root cause analysis prov

...Keysafe Key that the utility will use to authenticate all Google Workspace requests with. See the [[Google Workspace]] page for more information regarding crea .../code> - the name of the new property to store the action output in. These are placed in the discovered user data, and can then be mapped to using templat

"ReportName":"Change Requests Incremental", Below are some common errors that you may encounter in the log file and what they mean: