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Showing content with the highest reputation since 06/30/2021 in all areas

  1. We have now implemented baselining/version control on progressive captures. This is broadly speaking the same behaviour as you are already familiar with in the BPM/AutoTask?RunBooks etc... so its behaviour and function should be familiar. Once this is pushed to live instances (2-3 weeks) all of your existing pro-caps that are currently active will get baselines to version 1 automatically so there is nothing you need to do in order to take advantage of this feature. Once this has been rolled out, this does of course mean that after editing a pro-cap, you will have to baseline it in order to activate it.
    7 points
  2. Thanks @Daniel Dekel Great work on the new UI, its much cleaner and aesthetically pleasing. Cheers Chris
    3 points
  3. Just some feedback on the new preview UI - I notice that the GRC module is being shown on all our Users menu buttons but we would prefer other modules not to be advertised here ideally, and only show the modules we have purchased / active - is this possible please? Thanks
    3 points
  4. Hi @JoanneG We've implemented a fix for this issue, it may be too late for the fix to make it into the next update, but if so it will be available in the following update. Kind regards, Dave
    3 points
  5. @Miro is there anyway that this can be released quicker as we are trying to stop some of our workflows from breaking and causing us more work.
    2 points
  6. we are experiencing this since the update to the UI, if you have a custom node in a PCF and you have the box ticked for a mandatory field it allows people to bypass and submit the ticket thus breaking BPMs that have decisions that are based on these.
    2 points
  7. @Paul Alexander I can see the problem. We'll fix this and push it with our build on Wed. Regards, Daniel.
    2 points
  8. Hi @chrislord, You are right, it is better with columns. We have done that change and will be in Preview soon. Thanks, Daniel.
    2 points
  9. Hi Jeremy, Just an updated on the release date. There is a possibility that it will be available on Tuesday. However, it is important to recognize that through release testing, issues are sometimes found which can delay the availability of the release. Hopefully, all will go well.
    2 points
  10. As n update, the new UI layout will be pushed live for all Hornbill customers on Wednesday 28th July 2021. There are still many improvements in UI/Layout to follow, primarily in the applications that we cannot deploy until the new UI layout is live, you can expect to see many UI tweaks and changes to bring our applications and other functions in-line with this new styling. Next up will be improvements to various screens/views/layouts in Service Manager
    2 points
  11. We are excited to share a live preview of our upcoming improved UI changes to Hornbill. As we continue to evolve our platform technology, and in line with our forward product strategy, we have started work on a full re-design of our UI/UX, with a view to improve every aspect of both the aesthetics and user experiences in Hornbill. We have the highest User Adoption of any leader in the latest G2 Grid Report, thanks to you, our customers, and we want to continue to drive this as you continue to rollout services and automation across your organisations. Our vision is to look at all aspects of our UI and UX, across all Hornbill applications, portals and mobile apps, and have defined the following high-level goals: •    Generally Improved UI design focusing on appearance/aesthetics/styling •    Improved and more scalable UI navigation •    The introduction of dynamic skins to support dark/light mode •    Significant improvement on mobile/adaptive/responsive UI/UX behaviours •    Simplification of system and application administration •    A heightened focus on role-driven tasks and day-to-day interactions •    A gradual transition from the current “all apps in a single browser tab” to “each app in its own browser tab” navigation scheme. This change is not a one-hit event, we have committed to a long-term journey with this focus and have embedded this approach into the fabric of our development processes. To support this initiative, we have established a strategic commitment to this program and have invested in dedicated resources ensuring that all future developments have a focus towards purposeful design and user experiences on all platforms. Instead of a single big-bang release, our intention is to roll out these UI/UX improvements incrementally over the coming months – which is 100% aligned with our already established continuous delivery model.    This preview is the first step, today, we are introducing a change to the top-level navigation system, as well as redefined styling, typography and general layout clean-ups and unification. Apart from the top-level navigation changes, there are no functional changes at this point, so we do not expect these changes to be disruptive to your day-to-day use of Hornbill. However, because the top-level navigation has changed, we are deploying this as a preview, so you have some time to try the new UI/Navigation at your convenience. You can switch between the old and new for the preview period and, of course, we encourage and welcome your feedback, suggestions, and contributions here on the Hornbill community forums. We expect these changes to be switched to the live stream within 2-3 weeks of making this preview generally available. Over the coming weeks and months we will be working on the following areas of the Hornbill solution to improve UI/UX and functionality across the board. all in line with the new design system. * Improved Employee Portal Design and Usability * Improved Email Views * New Collaboration Application & Views * Board Manager Views * Service Manager Request List View * Service Manager Request Details View * Service Portfolio Usability and Layout Improvements * Document Manager Views * Supplier Manager Views * Project Manager Views * New ITOM Application Views * New Administration UI/UX IMPORTANT NOTE FOR IE USERS: The current software continues to support IE11, even with the new UI changes, but we have changed our support status of IE11 to "best endeavour", which means it might not be perfect in IE11 as we make future changes. This is inline with Microsoft's own end of life announcements. See here for more details: https://wiki.hornbill.com/index.php?title=Getting_Started#System_Requirements
    2 points
  12. How do you add a hyperlink to a snippet with different "Text to display"? We've tried various ways, including <a href="https://community.hornbill.com">Forums - Hornbill Community Forums</a> but every time it displays the URL in full rather than the hyperlinked text, so shows when the Snippet is used as; <a href="https://community.hornbill.com">Forums - Hornbill Community Forums</a> Rather than Forums - Hornbill Community Forums
    2 points
  13. Hi, We're looking at implementing self service in our instance and we've noticed that the searching has to be very literal e.g. Searching "Homeworkers" shows the document "Technical Support for Homeworkers" but if you search "homeworking" nothing comes up. Is there a way or would it be possible to add a feature to allow us to add tags in the service portfolio for individual FAQ entries so that we can cover a wider variety of common search phrases staff might use? Thanks, Kind Regards, Luke
    2 points
  14. Any chance of an update on the status of this fault please?
    2 points
  15. Hi @Adrian Simpkins There's a defect raised for this, Reference KE00168261 which is currently being progressed. I've added you as impacted. Cheers, Steve.
    2 points
  16. @Caroline Et'al I am afraid we have to hold our hands up to this one. As you may be aware from other posts, one of the things we have been doing is spitting the codebase behind the service and customer portals, this will allow us more flexibility in the future to create better and more aligned user interfaces/user experiences for your customers and employees. Also, as part of this change we have removed some legacy technology from under the hood (PHP) as well as modernised the way in which the portal works, also under the hood. To the specific problem, there are two failures we need to hold our hands up to. The first in, the Customer Portal had always had multi-language support, but the legacy code that was previously powering the portal had a defect in it, that was incorrectly not selecting the correct language. When we implemented the code code, we of course made this function actually work, and so for a small number of customers where the supported languages were enabled, but not translated/configured, the effect was any users would now see the supported language their browser was set to by default. Regretfully, we were not actually aware of this problem, and because the code that went out worked as we expected, we were not aware there was going to be a problem, and had no reason to suspect that customer instances portal language translations might not be enabled but not created. The original defect in the old code that masked that problem only came to light as a result of us pushing code the new, now working code. We have provided information on how to resolve the issue and we have also made a change to the portal configuration which in future will allow you to disable multi-language support. The second problem is our release note publishing automation for the Customer Portal was not configured. Previous code versions were directly tied into the instance so any change release notes would have made it into the instance update release notes. Since we split the code in order to give the portal its own life/roadmap we had failed (plain forgot if I am honest) that we also needed to get the release note automated publishing configured/enabled for that project. This has now been corrected also. On both counts I can only apologies for the disruption caused, we are well aware that the optics here would have impacted your end users/customers and is far from ideal. While not making excuses for the breakage I hope the explanation above goes some way towards explaining what went wrong. Thanks Gerry
    2 points
  17. @Darren Rose so the wiki link should be is [[https://www.vinviconstruction.co.uk/downloads/privacy-notice.pdf|Privacy Notice]]
    2 points
  18. thanks @Adrian Simpkins yeap, the service was getting its SLA's from another level agreement, I have just moved it to a new one.
    2 points
  19. Hi Peter, I may have replicated what you are experiencing. I've yet to determine why this may be happening, however I will report this to our development team to do some further testing. Regards, James
    2 points
  20. @nasimg Thanks for the feedback, I can certainly understand what you are saying, if we can add a simple option to send task assignment notifications via email that would at least be a start. Gerry
    2 points
  21. This wasn't noticeably clear to me, but I eventually discovered where they are... by clicking on the orange star. Not sure why it didn't tick with me that this is the favourites area... in fact, I'm not sure why I didnt notice it until about 10 minutes ago. I like that you can drag and drop to reorder them as you could previously.
    2 points
  22. @Steven Boardman I'm answering on behalf of @mojahidm since we are part of the same organisation. The solution you provided enabling the Notify Customer does not work for us since we support external organisations in several different languages and are contractually bound to communicate with them in their native language. The Notify Customer uses an email template and there is no provision for enabling translations of email templates, something that would solve not only this but several issues we are having with Hornbill and to which we have had to create workarounds.
    2 points
  23. Hi Daniel, thanks for the pointer - i will take a look and confirm - many thanks as always
    1 point
  24. @Adrian Simpkins, Could you please check if you haven't got a specific configuration for the icon colour in that service widget in the main page? Perhaps there is some weird colour that is being set? Regards, Daniel.
    1 point
  25. @Dan Munns sure... will make it open in a new tab as before Regards, Daniel.
    1 point
  26. Hi Tina, The issue with the missing digit within the Reference attribute will be addressed in the Service Manager build that is planned to go live on Monday. Ehsan
    1 point
  27. @Jeremy @Frank Reay @Adrian Simpkins We don't use Apache Tomcat anywhere in our infrastructure. If you get an error message stating Tomcat then it must could be something from your network/infrastructure.
    1 point
  28. Hi Tina, We have made a change so that the Data Queries in Progressive Capture respects the setting Hide User Account from Co-worker Directory. This will be available as part of the next Collaboration Core build release. Regards, James
    1 point
  29. @andrewmorris thanks for your post. Supplier Members currently have no authority. They are simply there for information only purposes. A chance to associate multiple persons to a named supplier and to state their involvement with that supplier. The owner of a supplier has functional permissions. If the owner chooses to make the supplier private (clicking the padlock) they can then set the permission level for other users/groups/roles for this supplier. If the owner was to leave it should be possible for a user with the role 'Supplier Administrator' to reassign ownership. I will check this with our development team as I've just looked at this myself and I don't appear to have the option. Alex
    1 point
  30. @Martyn Houghton not in the near future as far as I'm aware. Alex
    1 point
  31. BTW My response wasn't meant as an answer...I was giving people more info which I thought might help with a resolution. The problem still stands - reports aren't bringing back any information if the query runs for more than 10 seconds....
    1 point
  32. @Paul Alexander I believe it is still the case that you are not able to setup portal access via a BPM node when creating a customer. @James Ainsworth Is there any update on this being implemented? Cheers Martyn
    1 point
  33. If it's an existing post you need to edit them, then add the tag. If you don't have permissions to edit you can add tags when a post is created
    1 point
  34. @Alisha using the approach above the customer (of the Incident linked to the problem) would receive an email - the email would let them know there is an update and a link to it - exactly the same way as the Incident update one works. Customers can't view Problems, Known Error or Release tickets on self service to see any updates, so email is the mechanism and they will be able to see the update on their Incident ticket, from the link in their email - it just so happens in this scenario, that the original update was made to the problem, and it cascaded down as an update to their Incident, and in turn they get an an email about the update This works as below for the two scenarios: Problem Updated - > Linked Incident Automatically gets Updated > Customer gets automated email letting them know there is an update Incident Updated > Customer gets automated email letting them know there is an update I hope that clarifies the email the customer gets from a problem or an Incident
    1 point
  35. @Alisha if tickets are linked, the option to update the linked tickets will show, if there are none linked it won't Settings to enable are in the admin console > Apps > Service Manager > Settings Hope that helps
    1 point
  36. Ignore me, just found the setting. Apologies. webapp.view.ITSM.serviceDesk.requests.list.enableNoTeamAllUsers
    1 point
  37. Ah great glad you found it, its always the tiny configuration I find that is missing !
    1 point
  38. We manage this very carefully although there are always ones that slip through the net. For us when we send emails there is some text that we pick up to apply to the correct request and all other emails are left in the mailbox to deal with, which means that our service desk update the requests with follow on communications to resolved jobs and decide if they need re-opening etc. However the issue still remains that when a request is resolved and a customer replies to the 'update email' then these will automatically apply leaving some requests in limbo as the customer is expecting a response but the analysts don't see them unless they go looking for these requests. I guess the only way to truly fix this would be to change the workflows so that the requests are closed and you 'ignore' the resolved status, or maybe Hornbill can implement a flag so that if requests are resolved or closed then the emails don't apply to the request.
    1 point
  39. Any update on this one please? Thanks Daniel
    1 point
  40. @Daniel So that last screenshot change the node so that the 'Task' says 'Wait for Attachment' and then update Action focus to be Attachment if you wanted the system to default to that Action in the Action Bar.
    1 point
  41. @samwoo Thats the conversation we had internally also, and using the browsers zoom functionality is the best way to go as you can more finely tune for your own setup/environment. All future UI work will have this consideration and move towards making the UI work well at all reasonable zoom levels. Gerry
    1 point
  42. @Martyn Houghton currently affecting both as when attaching it just circles and doesn't send an email with an attachment if manually added.
    1 point
  43. Hi @Alisha, The Hornbill Administration came out a bit earlier than expected but we still require a build of Hornbill (Core UI) to use this. I expect this to be in about two-three weeks time. Regards, Daniel.
    1 point
  44. @James Ainsworth thanks I worked through them, wasn't too terrible Definitely going to be locking down the resolve on these now. Not sure why it was done originally by my predecessor.
    1 point
  45. We had a support request open about this previously, but were still having intermittent problems with sending emails where the error message says "Unable to open cafs file." This is a known product defect (KE00167947 ) which is awaiting a fix, and the workaround is to "Remove attachments and/or embedded images when sending/forwarding the email" but could someone please clear up whether this is caused by graphics in the email being sent, or if it's caused by graphics in an email which is being forwarded please? Obviously if we're forwarding an email which already has graphics in it then there's not much we can do about removing those. The problem is still intermittent and there doesn't seem to be any pattern to it that we can see, so if we could get a full explanation of the problem and a possible fix date, that'd be great please!
    1 point
  46. +1 This would be really useful for me too, because to add a new document to display in the right place I have to unlink most of the documents then link the new document followed by relinking the rest
    1 point
  47. @Michael Sharp I think this is 'auto scrolling' on the widgets, you can set this to Off as below per widget
    1 point
  48. On the chance this is the report you need you can use the attached and change the first filter to match the name of the catalog item the translation requests are logged under. I have assumed that the question is exactly "Which Language would you like to translate into" (minus quotes) if it isn't then you can change the third filter to the exact question you are looking for. Translation_report.txt
    1 point
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