Jump to content

Leaderboard

  1. HHH

    HHH

    Hornbill Users


    • Points

      16

    • Content Count

      449


  2. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      15

    • Content Count

      1,663


  3. Victor

    Victor

    Administrators


    • Points

      15

    • Content Count

      3,937


  4. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      13

    • Content Count

      2,580



Popular Content

Showing content with the highest reputation since 09/22/2019 in all areas

  1. 3 points
    @Jo Sword there is an option in the admin console which allows you to set RAG tolerance Templates - the definitions of each (Red, Amber, Green) will then be auto applied on all project where they are used, i am hoping i am right in regards to this. Also you are able to manage and control the RAG Tolerances you want, by adding these to the default one's again from the admin console and the simple lists option You will also very shortly be able to view all RAG tolerances status for all projects in a Programme like below (sneak preview) Steve
  2. 2 points
    @Jo Sword yes, this is a feature we plan to introduce soon. Alex
  3. 2 points
    @Victor Yes, yes. YES! Thank you, thank you!! It worked like a charm! Thank you for looking into it Thanks to everyone!
  4. 2 points
    Hi, Would it be possible to give projects reference numbers and allow us to link SM requests to the project from the SM application? I was thinking PR*12345 This would make it easy for ad-hoc changes to do with project work easy to add to the project without having to get the PM to do it everytime. Plus having a reference number would make it easier to differentiate projects with similar names. Obviously this should be able to be added to current in flight projects as well as new ones.
  5. 1 point
    Hi all, On our case management system, when we attempt to open a case we are presented with a floating window that shows important information about the client before going into the case itself. I thought similar functionality might be neat for Hornbill for example - "please escalate to MS before communicating as is investigating a wider machine issue", or "this user is only available by mobile". Not sure on the thoughts of this functionality by other members of the forum? Also, is there an area we can attach files/emails to user records? Regards, Mike.
  6. 1 point
    Hi @samwoo apologies for the late response. Thank you for bringing this issue to our attention. We are working to fix it; the fix will be delivered with the next Service Manager build. Regards Armando
  7. 1 point
    @Darren Rose thanks for your post. I will feed this back to our development team Alex
  8. 1 point
    @Alberto M Thank you for the update, I am glad it is working for you now. I will instigate our on internal tests to verify that we are correctly supporting Unicode our end, thanks for the report and the updates. Gerry
  9. 1 point
    @Alisha there is an option which allows the Used By field to be toggled to a shared with option, where you can record users, groups, orgs (internal and external) etc which use an asset This will open up a Shared With selector on the right Shared assets will also show on the progressive capture asset forms, under a shared tab Hope that helps
  10. 1 point
    @Gerry Yes, I'll update here any news I have. Meanwhile, we have our team that handle ADFS involved in it.
  11. 1 point
    @HHH I believe you can use the % prefix to give you limited wild card searching, but would like to see this improved further. Cheers Martyn
  12. 1 point
    Hi All Please ignore the above, I have a report created giving me the required data Many thanks!
  13. 1 point
    Hi, currently we can't place multiple incidents on hold at the same time. This was a feature in Supportworks and is very useful. Currently a lot of time is being wasted by me and my team having to go into each call individually and place them on hold, give a reason why it's on hold, select a date/time. Is this getting looked at already? It's a pretty standard feature and existed in your older product so I'm unsure why it's not there already? Thanks, Richie
  14. 1 point
    +1 to allow status changes (and sub-status) from request list
  15. 1 point
    @AlexTumber Thanks for your answer. Yes this is what i mean. And i don´t like this "paging" in Project Manager. because i can only see on one site 6 Milestones and 9 Tasks and in Projects with a lot of them it is quit hard to have an overview. I think with an list view like in Service Manager it is much easier to get the hole picture and also this filtering and so on would be much nicer. Thanks a lot for investigation on this. Best regards Nikolaj
  16. 1 point
    @AndyGilly Yes we have that problem when using the escalate process, with a very long list of different priorities from a long list of different service level agreements. We have in essence disabled the 'Escalate' option and now only use the 'Priority' as the initial bases for the Service Level Agreement rules. Once the request is created we only adjust the Service Level, not the priority value. This way the analyst can only select the available 'Service Levels' linked to the Service. Cheers Martyn
  17. 1 point
    Yes, I like that idea, @Martyn Houghton
  18. 1 point
    @Alisha I think the best thing would be to have the option for both, customer and team visible additional columns, this way it can be used more generically for all Enterprise based services. Cheers Martyn
  19. 1 point
    Hi, Could we have it so that when you are looking at the subscriptions page, clicking on the link to the application takes you to a list of users for that application rather than the application store page. This would make it easier to manage users per application rather than trying to find that one user who has a Service Manager role and is taking up a licence because of it when they don't need to be. This is the screen I am looking at:
  20. 1 point
    Hi I realise that this is a very old thread, but I was wondering if any more thought had been given to assigning Roles to Teams? I've been asked to set up an assignment role to include two separate teams, which I've done by adding the individual users of each team to the Role. Problem is, one of the teams has a high turnover of staff so I'm conscious that this may cause problems in the future.....so being able to assign a Team to a Role would be advantageous in this particular instance. thanks Paul
  21. 1 point
    @Brhow that is a Hornbill email account. When did we provide this mail account. Was it during switch on? Looks like there is some incorrect configuration there... NOTE: I would like to remind everyone that Hornbill forums are publicly accessible so one might need to be careful when posting sensitive/confidential information, such as email addresses.
  22. 1 point
    Thanks @Daniel Dekel. All working now. The quick fix is very much appreciated.
  23. 1 point
    Hi @Nikolaj, probably it was a caching issue. I mentioned the issue anyway, just to double check. Regards Armando
  24. 1 point
    Hi Dan, We have added a link in the Subscriptions column for any application that is subscription limited which will open a page to show the users that are subscribed. This should be available in an upcoming admin update which will be applied automatically to your instance. Regards, James
  25. 1 point
  26. 1 point
    @Martyn Houghton I'll do a new release soon to cater for this... hopefully later today
  27. 1 point
    Hi All, As a quick update, this change is being moved onto our 90 day board so will be addressed in the near future. Kind Regards, Dave
  28. 1 point
    @Darren Rose our development team is currently working on a fix for this. Apologies for any inconvenience caused. Alex
  29. 1 point
    @SupportAccount Is this the setting for maybe? user - profile - settings - notification It would be very helpful for us if the user get an email when he is assigned to a Hornbill task. Thanks Nikolaj
  30. 1 point
    Nevermind, this wiki guide answered it. Was missing the categories. https://wiki.hornbill.com/index.php/Configuring_the_Timesheet_Manager_Plugin_for_Service_Manager @Steven Boardman Thanks, should have rtfm
  31. 1 point
    Never mind. I got hold of the user and it was confirmed that the views had been deleted before leaving
  32. 1 point
    Hi could I ask that the lists when making views are alphabetised please? It makes it a nightmare for some things (attached is our CI list, which is quite long) Thanks
  33. 1 point
    Hi Dan, I just wanted to let you know that as of Service Manager build 1667, the list of Request Catalog Items displayed in the View Criteria is now in alphabetical order. Hope this helps. Regards, James
  34. 1 point
    @AlexTumber, I think the use of a second confirmation would be a good idea, they have been a number of times when I have been into a task to reassign to a different user and pressed complete instead of assign.
  35. 1 point
    @Jack_Podmore @Steven Cotterell @Paul Alexander @Dan Munns, A new build of the Service Manager application is now available. Please update to this version. Ehsan
  36. 1 point
    @Tom Gilbert thanks for your post. I will ask our development team to investigate. Alex
  37. 1 point
    @Victor Timeline formatting is becoming an increasing annoyance both to our customers and analysts since code snippets are often posted as a solution. It's not only incoming emails but also if you post indented code in the send email function. Can you please check with the devs if this is something that will be done.
  38. 1 point
    Hi Nikolaj, We have a change in a backlog for adding some additional variables to the Snippets. I have added your requirement to this change. The change is not currently scheduled to be worked on, but I will update this post with any progress. Regards, James
  39. 1 point
    Hi @Alisha & @Kelvin, There's no option at the moment to do exactly what you need with regards to requests within a particular date range I'm afraid. But - you can return all updates that have been made by a specific user on the timelines of requests that you have visibility of by tagging AND updateby:username on the end of a global search query (see below). Note, replace steveg with the ID of the user to search updates made by, and make sure you set the area to search to Timeline (it defaults to Details). You can filter by the other available selections too, to refine your results even further. And to return posts/comments from a specific year, month or date, you could always tag a wildcarded clause against updatedate on the search query, for example: email AND updateby:steveg AND updatedate:"2016-12%" would return updates containing the word email made by the user steveg in December 2016. I hope this helps. Steve
  40. 1 point
    Good Afternoon, is there a possibility of sorting the results of a Request Search in Service Manager? I have typed a search criteria using the Requests box, but my search results appear to be in a random order and I'd like to be able to sort or filter them in some way. Many Thanks
  41. 1 point
    Is there somewhere that I can switch on 'wordwrap' in the description box when I'm creating a PCF please? I'm having to resort to typing out text in notepad++ then transferring it to Hornbill as, if I need to type anything more than a line long it gets really difficult to see and edit.... thanks!
  42. 1 point
    @HHH i believe it is 24 hours by default, but is configurable in the admin console security.guest.passwordPolicy.userResetResponseTimeoutThe number of seconds a guest initiated password reset request token remains valid. The default value is 24 hours (86400) 86400
  43. 1 point
    Dear Joe, Thanks for the post. We can confirm that we will support OAuth support for POP3 and IMAP connectors, once MS have done so (They say that they will begin to implement this over the next few months) and before the 2020 deadline. Kind regards Keith Stevenson
  44. 1 point
    Hi Guys What are the possibilities of sending a generic email to customers, I do not want to have to go through each individual job. I can see I can select a number of requests and click on the cog, however; this only allows me to bulk assign or add to the board. Is there an option to add the buttons to give me what I need? Thanks for your ongoing support all. Regards Sxx
  45. 1 point
    @Paul Alexander Changed your Primary Group to Hornbill Users, you still have access to all the Supportworks Forums for posterity Trev
  46. 1 point
    This new view for looking at executed processes is VERY helpful...thank you! Would it be possible to add a search/filter for the requestID please, so that I could look for an SR or IR number rather than a BPMID? thanks....
  47. 1 point
    Thanks @David Hall - I have applied the update and can confirm the issue is resolved for us. Please pass my thanks on to all involved.
  48. 1 point
    @Steven Boardman Something which may make this suggestion more useful could be to have an 'Expire AT' option in the activity...so, rather than expiring in 24 hours or whatever, could an 'Expire AT 07:00' option be added? Just a thought......
  49. 1 point
    Hi @dwalby Try this: SELECT h_itsm_requests.h_pk_reference AS Reference, COUNT(h_itsm_requests.h_pk_reference) AS Linked FROM h_sm_relationship_entities, h_itsm_requests WHERE (h_sm_relationship_entities.h_entity_id = h_itsm_requests.h_pk_reference) AND (h_itsm_requests.h_pk_reference LIKE 'PM%' OR h_itsm_requests.h_pk_reference LIKE 'KE%') AND (h_itsm_requests.h_status = 'status.open' OR h_itsm_requests.h_status = 'status.new') GROUP BY h_itsm_requests.h_pk_reference ORDER BY Linked DESC LIMIT 10 Looks like the underlying table has been updated, which will give us more information on the types of relationships between tickets and services, plus it makes the query a bit easier, but I wasn't aware when I posted the above query. Give this a try and let us know how you get on.
  50. 1 point
    All, I am posting this in the hope that it will be useful to some of you. However I must state up front that the process and documentation covered in this post is the work of a colleague of mine and I am not qualified to answer any technical questions you might have. You will need to take this information at face value, we are unable to offer any support or assistance in you replicating this in your systems. Sorry! Now...We had a real need for more dynamic reporting across large data sets that we really couldn't achieve directly in Hornbill. Reading on the wiki about Power BI integration we began to look at how we could extract data from Hornbill for use in Power BI. Our global infrastructure lead was tasked with investigating and I'm pleased to say was successful in finding a solution that suits us. He has documented as best he can what he has done to achieve this which you will find attached. Hornbill Data Extraction Method.docx Below you will find some examples of the Power BI reporting we are achieving with this. As we are storing the data externally in a SQL database we are able to go beyond the 25K record limit imposed within Hornbill.
×
×
  • Create New...