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Popular Content

Showing content with the highest reputation since 11/28/2014 in all areas

  1. 7 points
    I thought I would post a quick preview of an upcoming feature of our business process tool. We are expanding its capability to include a new "Web Call" node. This new node will enable you to make calls to other systems or cloud services applications via restful API's which significantly expands your options for automation of business processes that need to interact with other systems. My goal as the architect for our platform technology has always been to keep the BPM 100% code free so that process managers do not have to have a programming background in order to make effective use of our BPM, but thats always a play-off, and this is one example where the absence of code limits absolute flexibility because there are so many different shapes and sizes of API's out there, code is the only "glue" that will give you ultimate flexibility. To solve that problem we are also developing an "API bridge" service that can contain and run glue code required while still keeping the BPM clean and code free for simpler day to day use. Once this feature is rolled out (expected to be in the next 2-3 weeks max) we will be exploring options for achieving the same for on-premise IT infrastructure and operations type orchestration and automation which I hope to be announcing in the coming weeks. This initial implementation is only the first step on our journey for much greater expansion of our BPM integration capability broadening our scope of IT Service Management into IT Operations Management for which there has been a significant demand for. Gerry
  2. 5 points
    We are excited to release the Hornbill Project Manager App after considerable feedback from our customers suggested that this would greatly benefit them and their teams to better plan and manage the multiple projects you get involved in delivering day to day. Project Manager has been published as a BETA App as we are looking to solicit feedback from you on what features and functionality you might feel are required to take this to the next stage in its evolution, you can now install the Project Manager App from your App Store. Planned Features As well as the features delivered in the initial BETA release, we have the following enhancements planned: Project Boards Plugin to Timesheet Manager Expanding on Service Manager Plugin Expanding on Project Types / Templates Resource Budgeting Project Dependancies (Completion Dates / Milestones / Tasks) If you have any feedback or requests for additional features please post them as new topics here: Notice During the BETA period, you are able to install and make use of the Hornbill Project Manager App for FREE however once the Hornbill Project Manager App is taken out of BETA and made available for subscription it will become a chargeable option. Pricing for the App will be based on the number of Named Subscribers and our planned subscription charge will be £10 Per User Per Month. Notice will be provided in advance of this switch, and you will have the option then to subscribe if you wish to continue to use the Hornbill Project Manager App. Documentation Please visit the Hornbill wiki to learn more about the Project Manager features and to view an overview video. https://wiki.hornbill.com/index.php/Project_Manager
  3. 5 points
    Hi @Gary@ADL We have just finished some work which will provide a request list on each user's profile and Contact's record. Also accessible will be the list of services that they are subscribed to. This will provide easy access to view, manage, or export a list of requests that is associated to an individual customer (user or contact). This list is only visible to support staff and users of Service Manager. This will not be visible to the customer when viewing their own profile. As you can see, it is a fully operational request list similar to the main request list with filters, exports, and column configuration. This is being prepared for the next Service Manager update and should be available in the live environment over the next couple of weeks. Regards, James
  4. 5 points
    Hi Derek, thanks for your post. It depends whether this information is captured in a custom progressive capture form or not. The custom forms have the ability for us to set a regular expression on the single or multi-line text input fields. This can help prevent the user from entering irrelevant information. Alternatively, you could ensure all your assets exist in Service Manager and present them with the standard Pro Cap Asset form marked as mandatory. They can then search on Asset tag and easily link the asset in question. Having said that, both my suggestions are not completely infallible, as in the first case the user could learn the format and put in random letters and numbers to satisfy the regex check. In the latter case they could just select the first asset returned in the search. Which arguably is worse because then it's harder to tell whether the information is accurate (at least you know a full stop is rubbish). This then leaves us with the third option which is to play hardball. It's perfectly reasonable for you as an IT Service Desk to expect customers to provide information that will assist in the resolution or their issue or fulfilment of their request. In the event of them not providing the information simply send a stock response saying we are unable to progress your call until we have this information (of course that's the extreme). Perhaps make it Service Desk policy, publicise a "Guide to logging IT calls", present this on your intranet or IT Services web site. Help your customer base understand why this information is important to you and emphasise how it can help you provide a quicker and better service to them. i.e. it's in their interests to do this. I appreciate that this doesn't happen overnight, and customer engagement can be the most challenging aspect of Service Delivery, but customer education can be leveraged in the quest for continual Service Improvement. I hope that helps, Dan
  5. 4 points
    @nasimg @samwoo We are currently working on a story to allow you to include custom fields from a request into the request list Custom views. This enhancement will allow you to copy a customer attribute i.e a VIP status into a request custom field and in turn display that request custom field as a column in the Custom request list views. An additional benefit of this story will enable you to set your display columns per custom view. This story is currently in review and will be available in an upcoming Service Manager update subject to clearing review and testing phases. Steve
  6. 4 points
    Thank you all for your feedback, its much appreciated. We will be making next years event a two-day affair, we will be announcing the dates very soon so you will have plenty of time to organize your diary. The event will have a much bigger focus on training and education, so watch this space for dates and a preliminary outline over the coming months. Kind Regards, Gerry
  7. 4 points
    I absolutely agree with Dan, it was a great day yesterday and he anticipated my words. (have you got a backdoor in my brain LOL); It was really amazing meet the people that made Hornbill the amazing rocket it is! a special thank for @Manish @AbdiH @NadeemMazhar @Nanettem @Daniel Dekel@ArmandoDM @Steven Boardman @James Ainsworth ROCK'N'ROLL!
  8. 4 points
    We have verified the fix resolves the issue being reported, we are just in the process of determining the fastest way to apply this, we are minutes away, thank you for your continued patience. Gerry
  9. 4 points
    Is there the option coming to have multiple teams use the livechat at the same time, and have the ability for the customer to pre-choose which team they require? For context - we have a multi department build in Service Manager, and therefore have completely separate workstreams our customers may need to speak to our teams about. Thanks
  10. 4 points
    @Darren Rose @Keith just to update here, we have now added Hornbill iBridge options to raise Projects automatically from business processes in Service Manager. This allows you to offer Services in Service Manager with request catalog items pertaining to raising projects - something like this: Against these options the business process engine will create a request in Service Manager, and in this process you can define the creation of a new project in Project Manager. A typical use case would be for the project request to be reviewed and approved by the business before the project is raised automatically using the Integration Call option in the Hornbill iBridge. Read more about the Project Manager iBridge Options here on the wiki: https://wiki.hornbill.com/index.php/Hornbill_Integration_Bridge As with any iBridge option you can use the variable picker to insert variables from the progressive capture questions, request details into the newly created project, and or you can invoke predefined project templates when using the integration call. https://wiki.hornbill.com/index.php/Project_Templates The iBridge options also allow the following: * Create, Update, Remove or Get information about Project Milestones * Create, Update, Remove or Get information about Project Costs * Create, Update, Remove or Get information about Project Risks * Create, Update or Remove Project Stakeholders Hope this helps Steve
  11. 4 points
    As the year is drawing to a close and the magical Christmas day is only a weekend away, we are now looking back at the year that passed and oh, my! ... What an amazing year it has been! Many exciting things have happened. We created many amazing and innovative things. It was a journey well worth it! But, but... Nothing of this amazing Hornbill journey could have been possible if it wasn't for, our most valued asset... YOU! All of our customers are amazing (I keep repeating this word but I can't find anything worthy to match it). It has been an absolute pleasure to have you on board with us! It hasn't always been a smooth ride, sometimes the road was bumpy and sometimes we hit a few roadblocks… But with you on our side, we got past any challenge we faced… Together! We have many, many fantastic and amazing things in the year to come so everyone, please put your seatbelt on (health and safety first!) and get ready to boldly go where no one has gone before! We at Hornbill wish you a "supercalifragilisticexpialidocious" Christmas time for you, your family and loved ones! May Father Christmas make all your wishes come true! Now... if I can only find where I put my G&T glass...
  12. 4 points
    I wanted to post a quick update on the progress of scheduled reports. We have been doing a lot of work in this area and have been looking at how we make this do some really useful things. There are a number of things we have had to develop in order to pull this together. Scheduling - we built a set of API's and system functions to support generic scheduling, we initially used this for scheduled tasks, this is now also being used to drive scheduled reports Presentation - we have re-styled all report output and have implemented PDF output, we will be replacing the HTML output with PDF output as the standard, this makes the report presentation consistent and portable on all platforms including mobile. Delivery - our current implementation of report delivery will be via Document Manager, not email. We have taking this decision as we want to facilitate other functions and capabilities, specifically we want to enable mobile delivery and report schedule history as well as collaboration of course. We are still rounding out some of the finer technical points but I am pleased to say that all of the technical problems have been solved so we have something working and I hope to have this in preview/beta in the next 2-3 weeks all being well. Gerry
  13. 4 points
    Hi @Darren Rose @samwoo Just a quick update on this, we are currently working on a knowledge story to introduce dynamic knowledge in progressive capture - so basically as your analysts and customers are filling int their progressive capture forms, they will (non intrusively) be presented with relevant knowledge (in the form of FAQ's, requests, known issues etc). As part of this story we have improved the search query, and also applied this to the general search query used in the portals. So once the knowledge story is released, your users will get two things: 1. Dynamic knowledge during the progressive capture logging process (hopefully cutting down further on the amount of tickets which need to be raised) 2. Multi word search matching, irrespective of order or position in documents, so using the original example a search for Holiday Approval would look for matches on Holiday Approval, Holiday or Approval and return matches against all of these. Sneak preview of the NEW progressive capture search below, obviously the look and feel is subject to change before release: This work is currently ongoing but watch out for the release notes in the Service Manager updates in the coming weeks Steve
  14. 4 points
    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.
  15. 4 points
    Hi @James Ainsworth, We now have the option to change the refresh rate in Service Manager which i presume is on the back of this development action and was included in the latest release - this is very useful so thankyou for completing this item! Cheers, Tom
  16. 4 points
    Here is what you can expect from the new Service Details node:
  17. 4 points
    When you send the presentations out, feel free to miss off the video of me ...
  18. 4 points
    @Joyce, If you are using Google Chrome, you can download the Fireshot extension - https://chrome.google.com/webstore/detail/take-webpage-screenshots/mcbpblocgmgfnpjjppndjkmgjaogfceg?hl=en (or any other extension that allows you to take a screenshot of a full website. This takes a screenshot of the entire webpage, and allows you to save it to a pdf. Hope this gives you another possible solution? Thanks, Samuel
  19. 4 points
    We have been working on improving the navigation of our UI. For those of you familiar with Hornbill you will know that every time you install an App from the Hornbill App Store you will most likely get one or more icons appear down the left-hand navigation bar. The number of applications we have here at Hornbill has already reached the point where the left nav bar is no longer tenable and would probably require a scroll bar - yuck! So in anticipation of this expansion and taking inspiration from other modern cloud based business applications we have implemented an alternative navigation system which we think is a lot better and far more expandable in the future. We also believe many of you should already be familiar and comfortable with the general approach. Like all parts of Hornbill the implementation is responsive so works on all screen sizes and devices, adapting to an optimal layout depending on the devices screen size. You will see that the essence of the change is the left nav is no longer present, you need to click the top-left 3x3 to pop up the nav icons. The one question I anticipate is "what about the counter notifications", you will see that each icon that has active counters appears in the top nav pane growing right to left as more icons get notifications. Once the notifications are cleared the icons disappear from the top nav. At some point very soon you will see the option to try out the new navigation scheme, and as always you have a time window to try out the new navigation and make suggestions and/or provide feedback here while we evolve the implementation, you can switch between the new and old navigation scheme as you see fit. Our dev teams love to have feedback and input from our community, it inspires them to do more and go the extra mile so please get involved, have a play and post comments and feedback here. Gerry
  20. 4 points
    All, Further update, this new feature has been implemented and is now working. As I mentioned above my biggest concern with this is how one maps input and output data to web calls, really the only flexible way to do that is with code and we specifically do not want our customers to have to "code" inside the BPM, because not only does that make it more complicated for less technical people but it makes it more difficult for us to guarantee customisations will keep on working. We are rolling this out as an experimental feature in order to solicit feedback and suggestions so keep in mind this behaviour may change or might even be replaced with something more rounded in the future. Here is the latest screenshot This will be available in the next platform build 2693 (or higher) which will be some time before the end of next week. If you want to use it you will need to enable the experimental flag in the advanced settings, just search for "WebCall" and you should find it. Gerry
  21. 4 points
    Paul In Admin>Manage Portal>Portal Account>customer, do you have both 'Hornbill Authorised Guest' and 'Service Manager Authorised Guest' roles? Cheers Martyn
  22. 3 points
    I was thinking about starting a monthly podcast to discuss Service Management topics. I think it would be great for the Hornbill Community to hear your views on industry news, emerging technologies, new practices and the challenges of Service Management and how they can be addressed. I've participated in a number of podcasts in the past, but they're usually hosted by vendors, industry analysts , or consultants. I think there's a real need to hear from practitioners and get their thoughts about our industry. We have a wealth of knowledge and experience within the Hornbill Community and we'd all benefit by sharing it. At this stage, I'd like to see whether any of you might be willing to get involved, either as a regular host, or just appearing as a guest. It would probably take no more than 45-60 mins of your time. If there's sufficient interest, I'll start thinking about the logistics of putting this together. If you're up for being a host, or a guest, please let me know, and if there's enough interest I'll put a rough framework together to kick things off.
  23. 3 points
    I don't think it is sufficient to limit the use of progressive capture to that contained in the settings. I can envisage us wanting different progressive captures (with custom forms) dependent on project type. It would seem to me that the project type should allow a progressive capture & BPM to be assigned. Regards Keith
  24. 3 points
    Please could we have an additional field in the request list view Last Updated By This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me.
  25. 3 points
    Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses. Regards, James
  26. 3 points
    @Martyn Houghton the sandbox instance is: live.hornbill.com/demo if you login as sues you will see a more HR focused view. In the admin tool (admin.hornbill.com/demo), sues has a business process called New Head Count if you login as stever he is subscribed to the Management Service, and you can raise a request for recruiting a new starter from My Services Sues will pick this up and work through the example shown by Abdi at Insights There are HR services, workspaces, documents etc so hopefully it will be relevant to your colleagues Current password for both is: H0rnbill (changes fairly often) The sandbox has all the features we showcased last week, with the exception of the new Boards App, which will be there by the end of the week. From an IT perspective the best persona is: Grahamc As always just let us know if we can help in anyway FYI @Gerry
  27. 3 points
    Would it be possible to add a section for links / external URLS, possibly as an option next to attachments? We currently use online resources such as onedrive, or sharepoint locaitons for our Project Document Management, so being able to add links to the project folder on sharepoint from the Project would be a great addition for streamlining our project workflow
  28. 3 points
    We would like to have the ability to trigger the raising of new requests from incoming calls from external telephony systems. When a call is received by the service desk telephony system, the system should be able to raise a request for the operator who accepts that call on his or her soft phone or phone application. The callers number should be matched against the customer data in Hornbill to fill in the Customer-field. The external systems could be systems like Trio, Avaya, Asterisk and Skype. A generic CTI is much preferred, but our current requirement is Skype.
  29. 3 points
    Hi @Claire Holtham Many thanks for your patients. I know that this has been a long time coming. I do want to let you know that we have completed some development work in this area which is currently going through testing, with the possibility of being available over the next couple of weeks, provided that there are no issues. The options that will be included are: Select the size of the Service Icons. The available sizes will be listed as Large, Medium, or Small in the Service Manager Settings. The default will be Large which is a similar size to what is currently available. Select the number of Services per page. The default will be 6 service as it currently is. This can be changed to any number. Zero (0) will remove the Show More option and just display all services. If it is likely that customers will have a large number of services, this setting of 0 would not be recommended. Adaptive Layout of Services. With the default 6 services per page, the layout will adapt to the size of the screen. If there is room for all 6 services to fit on a single row, this will be the case. On a smaller screen, these will adapt to multiple rows. Hide the Service's More Option. A setting will be available that will hide the ''More'' option displayed under each Service, allowing for more room and a cleaner look. Hide the Service's Description. A setting will be available that will hide the Description for all the Services, allowing for more room and a cleaner look. Hide the Request Counter and Impact. A setting will be available that will hide to two information icons that show the request count and the current Service status. If these are not required for your customers, this may allow for a cleaner look and feel. The result being that it can look like this with medium icons and no extra information, just the Service Name... and no 'More Services' button. While there is still plenty more that we can do to add to the Portals, I hope that this will be a step in the right direction and that you will find these additions useful. Regards, James
  30. 3 points
    Hi all, I just wanted to share some tips on how you can take screenshots effectively, especially for when needing to take one for a forum post. Firstly. the basic snipping tool functionality in Windows isn't bad but is very limited. As per this post, I am going to suggest an even better application which will take care of ALL your screenshot needs. ---------------------------------------------------------------------------------------------------------------------------------------------------- What is Greenshot? Greenshot is a light-weight screenshot software tool for Windows with the following key features: Quickly create screenshots of a selected region, window or fullscreen; you can even capture complete (scrolling) web pages from Internet Explorer. Easily annotate, highlight or obfuscate parts of the screenshot. Export the screenshot in various ways: save to file, send to printer, copy to clipboard, attach to e-mail, send Office programs or upload to photo sites like Flickr or Picasa, and others. ...and a lot more options simplyfying creation of and work with screenshots every day. Being easy to understand and configurable, Greenshot is an efficient tool for project managers, software developers, technical writers, testers and anyone else creating screenshots. ---------------------------------------------------------------------------------------------------------------------------------------------------- It can be installed on: - Windows (Open Source so it's completely free) - Mac App Store ($1.99 / £1.44?) URL to download: http://getgreenshot.org/downloads/ ---------------------------------------------------------------------------------------------------------------------------------------------------- How to install it I have only ever used the Windows version so this is what I am using this guide for: (please note that your Infrastructure may have disabled your ability to install Applications. If so you should consult with them about installing Greenshot): Click on the URL above, and click on the link that says Latest Stable Either click Save to save the installation file somewhere (then open the file), or click Run to start installing it there and then. If you get a User Account Control pop up, simply click Yes. Press OK Accept the agreement and press Next > Press Next > Choose which Plugins you wish to integrate with and which Language you want to install for. In my case i am leaving the setup as Default. Press Next > If you want Greenshot to start when Windows start, simply press Next > otherwise untick the box and press Next > (note you will need to run Greenshot manually if you wish to use it after Windows start up) Press Install (I believe this installs Greenshot to the C:\Program Files folder) Once install Greenshot should be up and running. ---------------------------------------------------------------------------------------------------------------------------------------------------- Setting it up Greenshot will appear as an Application which sits next to your system clock in the bottom right hand corner. If you cannot see this icon, then you will need to run Greenshot manually by going to Start and typing "Greenshot" then run it. Right click on this icon and go to Preferences In the General tab you can specify the Keyboard shortcuts you wish to use depending on the type of screenshot you need to take. I've left mine as Default but feel free to set up your own shortcut combinations. Read the next section for information on each of the types of shortcuts ---------------------------------------------------------------------------------------------------------------------------------------------------- Types of screenshots Capture Full Screen - This is the same as pressing Print Screen on your keyboard Capture Window - This is the same as pressing CTRL + Print Screen Capture Region - When using this, your screen will freeze allow you to draw a region over the area you wish to take a screenshot of Capture Last Region - This simply freezes your screen and takes a screenshot of the last region you drew after Capture Internet Explorer - If you have Internet Explorer open, using this will take a screenshot of the page, and if the page has a scrollbar, it will scroll down and take screenshots of the entire page and combine them into a single output. Please note that whichever method you use, you will ALWAYS have a popup box asking you what you want to do with the screenshot. It is here you can choose what do with the image. ---------------------------------------------------------------------------------------------------------------------------------------------------- Save menu options Save as (displaying dialog) - As it says, allows you to choose the Save Location for the screenshot that you have just taken. Save directly (using preferred file output settings) - If you have amended the preferences in any way, you can specify which folder the screenshots will save to automatically. I believe the default would be your desktop. Open in image editor - As it says, allows you to edit the screenshot in Greenshot's image editor Copy to clipboard - Saves the screenshot to your clipboard. Useful for pasting straight into emails, or even onto a post on your Hornbill Instance Send to printer - as it says, allows you to print the screenshot and output straight to a printer. Microsoft ..... - Puts the screenshot straight into a blank document. If you've already done this once, then additional screenshots can be added to the same blank document over and over as many times as the screenshots you take. MS Paint - Opens the screenshot into Microsoft Paint Everything else is based on the plugins you chose from the installation. ---------------------------------------------------------------------------------------------------------------------------------------------------- "Open in image editor" save option This is the best part of Greenshot. It's in here you can annotate, draw and even blur out sensitive text. The selection tool is the one you will use to move elements around the editor. It is indicated via the mouse icon. the Draw rectangle tool is used to draw a rectangle on the image, used for hightling an aspect of the screenshot. The settings can be defined at the top, then the rectangle can be drawn onto the image. the Draw ellipse tool is exactly the same as the rectangle tool, but allows you to draw circles instead The Draw Line and Draw Arrow tools work exactly the same way, except the different is that the Arrow Tool simply has... well an arrow on the end of the line. Draw freehand allows you to draw onto the image however you like. It's probably better to use if you have an electronic pen and pad... my screenshot should show how terrible it is with a mouse. Add textbox tool is used for adding text to the screenshot Add speech bubble tool allows you to put popup text on the page Counter tool allows you to put counters in. Useful for showing which steps to take in which order. This counter increments automatically. Highlight tool as it says on the tin, allows you to highlight aspects of your screenshot The Obsfucate tool is my personal favourite, this is what i use to blur out sensitive information
  31. 3 points
  32. 3 points
    @Claire Holtham @samwoo @chrisnutt @nasimg @HHH @dconagh @SJEaton @paul.alexander @TrishaRush Documentation on the wiki for report scheduling and publishing reports to document manager, access on the mobile in PDF, CSV etc https://wiki.hornbill.com/index.php/Report_Scheduling The Supporting video also covers the options to use variable date parameters in your report filters which will be used when running the report or from the point when the scheduled report is run. For Example greater than Start of Today, This week, Last Month, Quarter etc.
  33. 3 points
    @Darren Rose I'm pleased to say that development on this requirement has been completed and will be available in the next Project Manager update. Alex
  34. 3 points
    @Lyonel From my experience, I have purposefully stopped responding to my colleagues who ask me questions via email or IM. I copy their question on to the appropriate workspace prefixing it with their user id tag, then respond to the question on the workspace. Though it takes a while to get through this stage, it does start to get through and make a difference eventually. Cheers Martyn
  35. 3 points
    @SJEaton sorry for the delayed reply, I am a bit late here ... but yes, it would be the same node logic for all other custom fields storing dates. For reference, in case someone else finds this thread and/or is interested in teh solution, this is how it was done (date format changed) via the BP using iBridge integration nodes: First, have an "Integration Call" node to convert the date value stored in a custom field (let's say Custom A): Second, have an "Update Request" node, for custom fields, which updates the same custom field (in our example Custom A) with the converted value (which is the response parameter from the Integration Call node): You should now have the converted value in your custom field!
  36. 3 points
    Hi @nasimg, Hope you're doing well. Just wanted to follow up on the ability to update multiple Requests through the Requests List - I am pleased to inform you that we have now completed implementing this enhancement. It will be available in the next 2 weeks - Please look out for this on the Release Notes for the Hornbill Service Manager app. Thanks, Ehsan
  37. 3 points
    Excellent videos @Gerry ( and @Steven Boardman ), and the pricing strategy is much appreciated. This is the kind of innovation that attracted us to Hornbill in the first place. In honesty I need some time to wrap my head around the possibilities here but I am sure we will put some of this to great use. Keith
  38. 3 points
    Hello, I would just like to say everyone at Hormbill, thank you so much for organising the event. It was absolutely fantastic and to leave being "inspired", i will do something with the knowledge and insights you provided us. Very excited to see what we can do with the new features It was good to meet some fellow Hornbill users as well. Lets continue "Collaborating" on the forums to make Hornbill even better! Many thanks! Samuel
  39. 3 points
    Hi All, An additional output parameter called 'Linked Requests' has been added to the 'Get Request Information' bpm node. This parameter will give you a total count of linked requests to the request your business process is running against. If there are no linked requests, the parameter will return 0 so a value will always be returned. This will be available in our next Service Manager update. Alex
  40. 3 points
    All, We have now finalised the agenda for Hornbill Insights 2017 which is being held on the 28th June. Despite the title of this forum thread this is not a replacement or re-invention of the HUG, we have yet to organise the next HUG, this is still on our agenda and list of things to do. We are into our third year of live customers on Service Manager and I am pleased to say that customer acquisition means we have a lot of customer now using this, so its high time we had a formal session to talk about where we are and what we are doing moving forwards. So although this is aimed at HSM users, there are still quite a considerable number of Supportworks customers keen to migrate to Service Manager at some point in the future so the invitation to attend is being extended to them also. This day is focused primarily on education and our thoughts and vision for Hornbill so if you want to find out how you can get even more value out of what you already have this is a must attend event. Spaces are limited though so please get in quick if you want to attend, the facility we have reserved has limited capacity - when its full - its full. If we are over subscribed we will do our very best to prioritise fairly. Your personal invites wild be sent out over the course of today and tomorrow via email so please look out for it and register if you are planning to attend. PLEASE ONLY REGISTER IF YOU INTEND TO COME ON THE DAY, WE HAVE LIMITED SPACES AND EACH SPACE COSTS REAL MONEY WHICH WE DO NOT CHARGE FOR, IF YOU DON'T ATTEND SOMEONE ELSE WILL MISS OUT AND WE WILL STIL HAVE TO PAY THE BILL! WE WILL KEEP A TRACK OF THIS AND WEIGHT YOUR FUTURE PRIORITY ACCORDINGLY https://www.hornbill.com/insights17-agenda/ Thanks Gerry
  41. 3 points
    Hi @Gerry, Thank you (and the team!) so much! This will really help us. As Lyonel said, this really is a game changer. Have a nice weekend, Alex
  42. 3 points
    Hi @Tonyo @jbrown @Kelvin @Michael Sharp @Tina.Lapere @Ralf Peters An update on where we are with the introduction of the scheduling of automated re-occurring activities. We are looking to have this available in the next 4-6 weeks (subject to any unexpected challenges / issues etc). Just to clarify this will be providing the ability to configure the scheduling for the reoccurrence of the activities functionality of Hornbill, not the scheduling of Incidents, Changes etc. Morning checks, and regular maintenance etc would fall under the activities umbrella compared to break / fix (Incident) or Request Fulfilment (Service Requests) etc, and the introduction of this will now provide the ability for these activities to be automated and not reliant on the manual use of the follow up options which are currently available. Once this is released i will post back here and make all aware. In the meantime if there are any urgent requirements to automate the creation of activities or in fact Incidents / Service Requests etc, we have provided an API Scheduler Utility which will allow you to define a schedule for the creation of activities and requests through our API's, in fact this can be used to schedule any of the Hornbill API's. This will involve some more advanced understanding of our API's and how to structure / define there Params but maybe something you wish to explore. More information about this utility and where you can download it etc are available on the wiki here: https://wiki.hornbill.com/index.php/API_Scheduler In the case of activities, this utility will allow you to define all of the parameters such as title, category, owner, outcomes, due dates etc and schedule the creation of these say hourly, or daily at specific times, once a year etc. In the case of requests, the utility will allow you to define Summary, Description, Source, Owner, Customer, Priority etc parameters. You can also define the Service which it will be raised against, which will allow you to then automatically spawn the Business Process linked to the Service of the Request type, and this can be used to manage more advanced routing requirements, use of service level timers, suspend operations, task creation etc against the requests raised through this utility. This utility utilises API Keys, and these can be created via the admin tool and via the User Accounts you wish to use, under System > Organisation Data > Users I hope this helps clarify where we currently are. Thanks Steve
  43. 3 points
    Hi @Lyonel @Melissa Gurney @Ralf Peters @Kelvin @Martyn Houghton To Update you on this topic there have been a couple of changes now which will improve the behaviour of Progressive Capture and issues like the skipping of forms. 1. On custom forms there is now a Never Skip option which can be set to True, this will ensure the custom form is not skipped when progressive through the Progressive Capture flow or when switching from one progressive capture to another (typically when using the Services Details Form, and selecting a Catalog Item and switching to the Progressive Capture linked to that item). The behaviour here was to evaluate which forms where used in the original progressive capture, and needed to be loaded again, and where the progressive capture should stop in the second progressive capture flow. Contributing factors to the skipping issues included the marking of custom questions as mandatory, but the use of a default value, or using a date type question, and setting the date to 'Today'. Both of these resulted in the progressive capture assuming that an answer had been provided and skipping the form (this was not the only cause). 2. The Above behaviour came about due to the need to evaluate and calculate which forms to skip typically when moving from or replacing one progressive capture form with another (when choosing a request catalog item typically). To remove the skipping issue, we have introduced a new Switch Process node into the Progressive Capture designer. When configured and used, this will now not replace one progressive capture with another, and have to calculate which forms to skip, but instead it will continue from the initial progressive capture smoothly into the next progressive capture, typically when choosing a request catalog item from the Service Details PC form. * There is no form of evaluation requried when continuing from one PC to the next to decide if forms need to be skipped (so the new Never Skip flag on custom forms is not needed in this case). * When moving from one PC to the next PC, any PC forms already used in the first PC will simply be ignored in the PC you move too. * There is no need to have the same PC form in both PC's - for example the Customer Search PC form, however if it does exist in both it will simply be ignored * Because with this approach you will not be replacing one PC with another PC, the right hand side UI in progressive capture will not be jumpy * It will be possible to return to the Services Details PC form once a Catalog item has been chosen, and for the user to change which catalog item they wish to use (this was not possible with the previous behaviour and swapping Progressive Capture's). * Using the new Switch Process node will require the analysts to click Next when choosing a catalog item from the Service Details form. I have created a short video to better show some of the existing challenges, and how the new Never Skip option and the Switch Process nodes can be used, how they are configured and the improvements they will bring. In addition there is more information on the wiki here about both new features. https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow#Switch_Process Finally we have one additional change we will be looking to introduce soon which will allow you to choose if you wish to enforce the selection of a catalog item from the Services Details PC from rather than allowing the selection of the parent service. This will be an optional setting and once this change is available we will update this post. I hope this information is useful and addresses the issues you have reported. Thanks Steve
  44. 3 points
    This sort of request has just popped up from our customers - managers being able to see their staff's tickets. The ability for other users from the same departments/team to see their peers requests is something I would like to see too.
  45. 3 points
    Hi @Alex8000 The change has been accepted and is waiting to come into our incoming queue. At the point that it makes it to the incoming queue it will be in our 90 day window for delivery and i will post back here so you have a better idea on when this feature will be available to you. The change is to present the end user and or analyst with relevant FAQ's or Known Issues etc when they are raising a request through progressive capture. This is likely to be limited to specific Progressive Capture forms in the first iteration, where it makes most sense to present this information. Hope this helps Steve
  46. 3 points
    Hi @Lyonel Hornbill updated Third party libraries regularly to make sure we are up to date with defect fixes and the latest code where possible. With regard to FontAwesome we are running 4.6.3 which is there latest release, i am going to guess the missing icons you are referring to are the icons available in the Icon Picker when configuring a Service and Dashboard Widget? This is a internal component we build and has to be updated separately to the FontAwesome library, this looks like its currently using the Icon definition for 4.5.0, i will look at getting this updated and provide an update when this is available. Kind Regards Trevor Killick
  47. 3 points
    Hi swcbc There is an Asset History option available for all Asset types. You can access this via the icon to the top right of the 'Search for Requests' text box This will show you changes to asset attributes, what they where changed from and too, when and who performed the change, these are recorded automatically. You can read more about the Asset Change History here: https://wiki.hornbill.com/index.php/Asset_History Hope this helps Steve
  48. 3 points
    Hi Andy There isn't an option under the customers profile to view this currently. This is a little different to Martyn's requirement as Martyn's customers are external, and i believe you are supporting internal customers. Nevertheless we do have a development story to address this, and as soon as it is progressed i will update this post, in the meantime, as Martyn suggests you can create a view on the request list, showing all requests and then type the customer name into the quick filter search box to filter the results to show only the requests for that specific customer. You can also use the global search Requests option and search using the customers name, or the request id. The development to add the list is fairly straight forward, however we do have to apply the rights to ensure the analyst viewing the customer record only sees the requests against the customer which their team membership allows, or requests which have been raised against services which their teams support. I will update as we progress this Thanks Steve
  49. 3 points
    Tina We do this by including the following in the footer of our main request template. Service Desk portal web address https://customer.hornbill.com/idoxsd/servicemanager/request/view/{{.H_pk_reference}} to access your request online. You should just be able to replace the proceeding URL with the URL to your service or customer portal. Cheers Martyn
  50. 3 points
    You probably want to join in with this discussion!
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