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Application Settings

The various application settings associated with Hornbill Service Manager can be configured in Configuration under the Service Manager app. This document describes some of the more commonly used settings. This is not a complete list and more settings can be viewed within Configuration.

Before You Begin

Accessing Application Settings

  1. Select the Configuration Cog on the bottom of the left-hand application menu bar
  2. From the Configuration Selector choose Service Manager
  3. Scroll the navigation panel and find the section Advanced Tools and Settings
  4. Select Application Settings

Filters

At the top of the list there are some options available to help you find the different available settings.

Advanced Settings

Advanced settings are less used and potentially more complex to change. Advanced settings are not displayed in the list of settings by default. If you are unable to find a particular setting, you may find that it is classed as an advanced setting and selecting this option will make it visible in the list.

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.email.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 Authorization

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

app.request.sendEmailToAuthorizers

  • The default setting for this is OFF.

guest.app.authorizations.email.revealOutcomes

  • The default setting for this is ON
  • When set to ON an option to accept or reject the authorization is included as part of the authorization email.
  • Turning this setting to OFF will remove this option and the user will only have the option to click on a link to view the authorization in Hornbill.

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 collapsible panel on their requests view, containing any historical request update data that may have been imported from a previous Service Management tool that 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 Employee Portal will be able to see an additional collapsible panel on their requests view, containing any historical request update data that may have been imported from a previous Service Management tool that relates to that request. This section will only be visible on imported requests.

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 Employee Portal.
  • The Manager refers to the named user who is populated in the Manager field on a user’s profile.

guest.servicemanager.portal.request.enableServiceRequestCancelation

  • 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 cancelation.
  • Customers will also need to be assigned the Self Service Request Cancel User role in order to use this feature

guest.servicemanager.customer.request.enableServiceRequestCancelation

  • 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 cancelation.
  • Customers will need to be enabled to use this feature via the Portal Access option available under the Organization > 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

guest.com.hornbill.servicemanager.showRespondByDate

  • The default is OFF
  • When this setting is ON the Respond by date/time will be displayed in the right hand information box of a request on the Customer Portal.

Intelligent Capture Settings

Service Manager Forms

Only Show Supported and Subscribed Services

servicemanager.progressiveCapture.servicedetails.enableSupportVisibility

  • The default setting for this is ‘Off’
  • When the setting is ‘On’ the Services displayed on the Services form will be filtered to both those which the customer is subscribed too, and also to those services which the Service Manager user supports.

Only Show Supported Requests

app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests

  • The default setting for this is OFF.
  • This setting determines whether a Service Manager user is granted visibility to unsupported customer requests in the ‘Customer Search’, ‘Contact Search’ or ‘Co-worker Search’ forms in Intelligent Capture. - When set to OFF a Service Manager user will have visibility to unsupported customer requests. This should be set to ‘On’ in multiple service desks environments (e.g. IT and HR).

Show All Requests for an External Organization

app.itsm.progressiveCapture.organizationDetails.allowOrgRequestsList

  • The default setting for this is OFF.
  • When the setting is ‘On’ the analyst viewing the Organization Details form, will see the active requests for the organization in the righthand panel.
  • The requests returned will be active, and will only display the requests raised against services which the viewing user supports.

Request Questions Section Visibility

The following settings influence how information from customized forms in Intelligent Capture are made available within the Questions section of a request.

Hide Unanswered Questions in the Service Manager App

app.request.questions.hideUnansweredQuestions

  • The default setting for this is OFF
  • Fields on a customized form in Intelligent Capture can be set so they require a value or if they are optional. If a value is not required, a user can move on withouth providing a response.
  • When this setting is ON any unanswered fields from custom forms used in Intelligent Capture will not be displayed in the Questions section of a request.

Hide Unsanswered Questions on the Customper Portal

guest.servicemanager.customer.request.questions.hideUnansweredQuestions

  • The default setting for this is OFF.
  • Turn this setting ON to hide unanswered fields in the Questions section of a request from contacts in the Customer Portal.

Hide Unanswered Questions on the Employee Portal

guest.servicemanager.portal.request.questions.hideUnansweredQuestions

  • The default setting for this is OFF.
  • Turn this setting ON to hide unanswered fields in the Questions section of a request from users in the Employee Portal.

Hide Unused Conditional Questions

app.request.questions.excludeConditionalQuestions

  • The default setting for this is OFF.
  • When designing an Intelligent Capture script, some fields on a customized form may only be displayed to a user under certain conditions.
  • Turn this setting ON to prevent conditional questions that are not displayed to the user from being stored in the Questions section of a request.

Hide Questions That Are Not Visiable on Forms

guest.request.questions.excludeHiddenQuestions

  • The default setting for this is OFF.
  • On a Customized Capture form, Each field has an opiton to make it visiable.
  • Turn this setting ON to exclude fields on customized forms that are not set to being visible from the Questions section of a request when viewed from either the Customer or Employee Portal.
  • When this setting is ON all questions will still be visible on the Questions section when viewed in the Service Manager app.
  • When this setting is ON, all fields will still be added to the h_itsm_questions table. This enables “hidden” questions with default values to still be utilized in a workflowBPM.

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 Intelligent Capture questions which were not displayed in Intelligent Capture flows will appear in the Questions section on the request forms
  • When the setting is on, conditional Intelligent Capture questions which were not displayed in Intelligent Capture flows will not appear in the Questions section on the request forms

Knowledge Center

This feature allows agents and customers to be presented with relevant knowledge when using Intelligent Capture in the user app and the customer and service portal (selectively)

guest.app.experimental.hornbillKnowledgeCentre

  • Default is Off
  • If enabled you will also need to enable which interfaces will see the knowledge center in Intelligent Capture, this is controlled by the following system settings:

guest.app.knowledge.customer

  • Default is Off
  • If enabled, shows the relevant knowledge when a user log a new request in the Customer portal

guest.app.knowledge.service

  • Default is Off
  • If enabled, shows the relevant knowledge when a user log a new request in the Service portal

guest.app.knowledge.user

  • Default is Off
  • If enabled, shows the relevant knowledge when a user log a new request in the user app

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. Configuration Management Settings

app.cm.explorer.diagram.expand

  • These are the entities that can be expanded in the Explorer. The entities with ‘false’ will have no icon expand/collapse. If a new entity is added in the future in the Conf. Manager app, and this object is not updated with the new entity name, then its value will be set to the default value, which is ‘false’ (i.e. the user will not be able to expand/collapse the nodes for that entity). The entities currently shown in the diagram are Asset, Colleagues, Contact, Attachment, Requests, Services.
  • Default Settings “Asset” : true, “Colleagues” : false, “Contact” : false, “Attachment” : false, “Requests” : true, “Services” : true, “default” : false

app.cm.explorer.diagram.level.max

  • The max level shown in the explorer. Min value is 2 (root plus children)
  • Default Setting 3

app.cm.explorer.items.dependencies

  • This setting holds the possible dependencies that can be set between two entities.

  • The possible entities are Asset, Colleagues, Contact, Attachment, Requests, Services. The property “defs” hold all possible list of values. To associate a list to two linked entities, you must add a property by following this rule: From + entity1 + To + entity2, where entity1 and entity2 can be any value chosen from Asset, Colleagues, Contact, Attachment, Requests, Services. If the two entities are the same (for example 2 assets), then you may define the list of possible values as AssetFromParentToChild and AssetFromChildToParent. For other entities works the same way. Any missing value will detault to the list in defs.default.

    “defs” : {
    “set1” : [“Connected To”, “Depends On”, “Installed On”],
    “set2” : [“Connected To”, “Depends On”, “Installed On”],
    “default” : [“Connected To”, “Depends On”, “Installed On”]
    }
    “FromAssetToRequests” : “set1”,
    “FromRequestsToAsset” : “set2”,
    “FromAssetToServices” : “set2”,
    “AssetFromParentToChild” : “set2”,
    “AssetFromChildToParent” : “set2”
    app.cm.explorer.items.inPolicy
    {{{2}}}
    “Asset” : true,
    “Colleagues” : true,
    “Contact” : true,
    “Attachment” : true,
    “Requests” : true,
    “Services” : true,
    “default” : true

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