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Be the change you so desperately seek! I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior. In every part of our lives, there is change, and most of it is outside of our control; change happens, and we must adapt. So why is it so many people shy away from change, what is it about change that people don't like? The most common idea I have heard is that people fear change, they fear the unknown and are happier doing what they are currently doing, just like that saying I have heard so many times "if it ain't broke, don't fix it", and that seems like a rational philosophy on the face of it. The problem is though; change is essential because change is the mechanism of evolution, the only way you can make something better is to change it; otherwise it will always remain the same, and innovation is born out of the idea that nothing is perfect, it can always be better. In the world of IT, the world is changing fast, and we do not have time to procrastinate. Organisations need to not only keep up, but they need to step up and embrace the changes before them. Digital transformation is a real thing and its happening now, and the most significant barrier to moving forward is the fear of change. Technology and consumer engagement is driving these changes. This environment is not a problem for IT as its often seen, it is making IT in business is a more powerful force now than it has been for the last decade or more. Digital Transformation is what the market has labeled it, and it is probably the best opportunity for "IT" since the idea of "IT" was conceived. Digital Transformation sounds big, but there is nothing fancy or clever here, figure out ways of applying technology to give your organization cost savings, a meaningful competitive advantage or a stronger future vision to help attract new customers, if you can achieve all three then expect a place at the strategic table. Don't let your executive outsource IT to the cloud because cloud companies are more innovative or offer more hope for the future, stand up and lead your organization into their next IT revolution. Your executives want to be innovators, future seekers, and visionaries, so if you're working in IT, grow some leadership b***s show them how. The bottom line is this. Don't just complain about something not working or moan that something should change, make the change happen, do whatever you can in your power to entice, encourage, coerce or act to drive change, make change happen. If you genuinely feel something needs to change and you cannot effect change, try really hard, and if you fail that's fine, walk away defeated, but knowing you have done everything in your power to do the right thing by your organization, and go and find somewhere else where you can actually make a difference. The harsh reality is, not every organization will survive the speed of change. Everyone can effect change, don't give up, be the change you so desperately seek!
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Get Organisation Details - missing Custom0 field
Martyn Houghton posted a topic in Business Process Automation
The 'Get Request Information' > 'Organisation Details' node include all the custom fields with the exception of 'Custom0'. There are 10 Custom fields on the Organisation object h_custom_1 through to h_custom_0, so there should be Custom 0 or Custom 10 linked to h_custom_0. Cheers Martyn -
@Cizzling There points resonate very closely to our own enhancements we would like to see to the Customer Portal and some we have already raised on the Forum. @James Ainsworth, @Gerry As the Service Portal is being consumed into the Live User App, is with worth having a separate section on the forum for the Customer Portal? Cheers Martyn
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@James Ainsworth Can you specify the organisation when using the integration option 'Create New Contact'? Cheers Martyn
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Ability to change availability on the Mobile App
Martyn Houghton replied to Martyn Houghton's topic in Android
@James Ainsworth Thanks for the update. I see you tap on yourself at the top to open your profile/buz then tap again on your name at the top to get the options which now includes the option to Update your status. Cheers Martyn -
Board Manager - Service Manager Request - Owner Picture not updating on Assign
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
@Steven Boardman All additions to the board have been manual. We have not amended our BPM to automate this process. Cheers Martyn - Last week
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Ability to change availability on the Mobile App
James Ainsworth replied to Martyn Houghton's topic in Android
I just wanted to let you know that v1.7.14 is now available on Google Play which contains this feature to set your availability. -
Hi @HHH Is this what you are looking for?
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Requester Notification - Update By Ticket Owner - Service Portal
Steven Boardman replied to Jack_Podmore's topic in Service Manager
@dwalby I would but your already added -
Formatting in question fields changes to 13 px
Steven Boardman replied to LawesD's topic in Service Manager
@LawesD I have asked one of my colleagues to take a look and we'll post back here -
Hi @Giuseppe Iannacone the feature in this update provides an option to return the Site's State in the variable picker, and then use it as a value or to branch on. The change you need is in our incoming queue and hopefully will not be too much longer before this is available in an update. I will post back here as soon as we have a firmer idea of when it will be available
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Hi @chrisnutt you are correct there isn't an option to set an escalation event to reoccur it is a case of putting these into a series of events. Just out of interest who are the escalation events for? the owner? their manager / someone else?
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Auto update customer from PC custom form
Steven Boardman replied to Giuseppe Iannacone's topic in Service Manager
@Giuseppe Iannacone i don't believe there is an option to '''Change''' the customer from the BPM. At what point in the process are you looking to change the customer and from the new hire's manager to be to who? HR, the new hire themselves? -
New icon for 'conditional questions' in PC?
Steven Boardman replied to Paul Alexander's topic in Service Manager
@Paul Alexander am i right that this is in the designer you want a flag that there are conditional flags on the field in the form fields without having to open each one up to check and see? -
@Joyce - ok then use LEFT JOIN instead on pure JOIN on all ... it should bring back all requests
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@StokoE - if you tell me why you need a list of these perhaps I can help with this?
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We attended and appreciated your webinar about top tips and tricks to enhance the Hornbill Portal user experience this week. For us it worked well as a way to tick off that we have utilised the options available to us at this point. However, working with external customers the portal is very important to us, so we have listed our top development suggestions for an enhanced customer experience here: 1. Possibility to add our own icons. As our product/service brands are familiar to our customers it would be terrrific for them to recognise the icons in the portal. 2. Sorting of Catalogue Items. Once created the order between Change requests, Service requests and Incidents can not be changed. Unfortunately we were not aware of this when setting up our services so they do not appear in the order logic to our customers, and we are unable to change that without re-creating the whole service from scratch. 3. Enhance the visibility of the "Login" on the landing page, preferably adding login and password boxes directly on the landing page removing the extra screen for entering login information. 4. Possibility for customers added as connections to a ticket to view that ticket in the portal. 5. Possibility to publish dashboards (and potentially documents) in the portal, visible for a specific customer. 6. Possibility to have the landing page in local languages. 7. Having the possibilty to structure customer organisations as parent/child and set visibility in the portal for the parent to view all child requests or not.
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is there a way to update the customer in a BPM starting from an answer in a PC custom form ? the idea is for the new hire request, the HR people are the subscribers but the new employee's manager has to be the customer (in this way it will be able to see the request's status) Any suggestion?
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Hi @Victor, the field that I need are: h_itsm_requests.h_pk_reference h_itsm_requests.h_fk_user_name h_itsm_requests.h_dateresolved h_sys_accounts. h_email h_itsm_requests.h_custom_c h_itsm_requests.h_catalog h_cmdb_assets_computer.h_model h_itsm_requests.h_custom_c h_cmdb_assets_computer.h_name Filter by h_itsm_questions-> FormID = "Order" And h_itsm_questions-> Question Value = "Docking Station" AND h_itsm_questions-> QuestionID = "field_4" Thanks Joyce
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Thank you, took a while to take the majority down but here are alot of them: {{.H_pk_reference}} {{.H_actions_control}} {{.H_activity_stream_id}} {{.H_archived}} {{.H_locked_details}} {{.H_bpm_activity_update_id}} {{.H_bpm_authorised}} {{.H_bpm_id}} {{.H_bpm_stage_expired}} {{.H_bpm_ui_state}} {{.H_callbackdate}} {{.H_cancel_reason}} {{.H_catalog}} {{.H_catalog_id}} {{.H_category}} {{.H_category_id}} {{.H_closedby_team_id}} {{.H_closedby_teamname}} {{.H_closedby_user_id}} {{.H_closedby_username}} {{.H_closure_category}} {{.H_closure_category_id}} {{.H_company_id}} {{.H_company_name}} {{.H_container_id}} {{.H_createdby}} {{.H_cust_containerid}} {{.H_custom_a}} {{.H_custom_b}} {{.H_custom_c}} {{.H_custom_d}} {{.H_custom_e}} {{.H_customer_type}} {{.H_dateclosed}} {{.H_datelastmodified}} {{.H_datelogged}} {{.H_dateplacedonhold}} {{.H_dateresolved}} {{.H_email_datelastsent}} {{.H_description}} {{.H_feedback_status}} {{.H_feedback_status_id}} {{.H_fixby}} {{.H_fixsecs}} {{.H_fixtime}} {{.H_fixtimeid}} {{.H_fk_priorityid}} {{.H_fk_priorityname}} {{.H_fk_serviceid}} {{.H_fk_servicename}} {{.H_fk_team_id}} {{.H_fk_team_name}} {{.H_fk_user_id}} {{.H_fk_user_name}} {{.H_historic}} {{.H_image}} {{.H_impact}} {{.H_last_update_activity_id}} {{.H_onholduntil}} {{.H_org_id}} {{.H_ownerid}} {{.H_ownername}} {{.H_profilecoding}} {{.H_rating}} {{.H_reopencount}} {{.H_reopendate}} {{.H_reopenedby_teamname}} {{.H_reopenedby_username}} {{.H_resolution}} {{.H_resolvedby_teamname}} {{.H_resolvedby_username}} {{.H_respondby}} {{.H_responsetime}} {{.H_status}} {{.H_servicelevelchanged}} {{.H_sub_status_id}} {{.H_sub_status}} {{.H_summary}} {{.H_totalonholdtime}} {{.H_withinfix}} {{.H_withinresponse}} {{Extended Information.H_request_id}} {{Extended Information.H_last_updated}} {{owner.H_pk_id}} {{owner.H_email}} {{RaisedBy.H_pk_id}} {{RaisedBy.H_first_name}} {{RaisedBy.H_last_name}} {{Services.H_mbid}} {{Services.H_technicalownername}}
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We went live on August 1st. This week we have experienced our first major incident with multiple customers impacted and we are learning a lot about how to optimise and utilise the tool. BUT we have one very major concern especially in these days of GDPR requirements. When sending email updates on status to our customers we used a ticket where we added the impacted customers as connections. We have recieved a lot of negative critique from our customers due to them being able to see each others emails. Setting them as BCC will risk the emails to end up in spam filters instead which is equally bad. We would prefer emails being sent singly to each recipient. Could you please let us know what is your view on this? (I would prefer not to have alternative email groups to our customers in mailchimp etc for these situations but be able to keep it all in Hornbill).
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Hi All, I'm hoping to set up an escalation event that fires every few days after a request has breached. I don't seem to be able to set a repeated action though. Only a set period of time after the target time. Is this something I can enable, or do I have to set a series of events? If the latter, can I request the ability to add a reoccurring event option? Thanks Chris
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@Jeremy - unfortunately you cannot. Is a Hornbill customisation on the portal to allow us to present the board. It will be implemented at some point in live instances as well...
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@Joyce - well, you never told me what you need this report for... what information you need to get from it... so I just built the JOINs... However it might be the case that you need to use LEFT JOIN or RIGHT JOIN on some JOINs depending on what records you need returned...so, tell me what records and what information you need returned and I'll tell you how you need to have these JOINs...
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In your portal, you have swim lanes to show the changes that are incoming and applied to live, with scrollable swim lanes. Can you let us know how to do this on our portal?
