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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      39

    • Content Count

      2,278


  2. Victor

    Victor

    Administrators


    • Points

      38

    • Content Count

      3,711


  3. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      37

    • Content Count

      1,493


  4. Steve G

    Steve G

    Hornbill Developer


    • Points

      19

    • Content Count

      194



Popular Content

Showing content with the highest reputation since 01/30/2019 in all areas

  1. 3 points
    @Keith @Lyonel @Darren Rose the latest Project Manager update now includes the ability to use custom fields. This uses the same form designer you will be familiar with from Service Manager and other apps. As such you can add your custom fields, choose, control types, validation, drag and drop between sections etc etc. We have updated the details section, and if you have the form designer role you will see the option to manage the fields and add new. We have started with 5 of each of the following type - Text, Varchar, Date/Time and Integer but can assess and increase as needed. Any custom fields you add will be global across all projects There are also 3 additional default fields (Business Benefit, Reasons and Lessons learnt) which are in the details section but just not visible by default. Hope this helps
  2. 2 points
    @HHH @Martyn Houghton we have raised a story to add the timezone as an option. Once this is scheduled and progresses we will post back here.
  3. 2 points
    @HGrigsby @mojahidm @samwoo @Claire Holtham @Martyn Houghton the Service Manager update today included an upgrade to Font Awesome 5 and the extra icon options which James mentioned above.
  4. 2 points
    @HGrigsby @Dan Munns @Claire Holtham @davidrb84 @Jeremy @Katef @Tina.Lapere @Kelvin @Martyn Houghton in the Service Manager update today, you will have a new option to Switch from global Service Manager notifications to allowing each Service Manager subscribed user (agent / manager) to set their own notification preferences from their profile. This setting is applied across ALL teams and users, so worth considering the pro's and con's of allowing users to making their own choices, but the option is now available if required https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings This will allow each user to choose no notifications, email only, Hornbill only or both for the following: If you enable this system setting, each user will see a new section in their profile > Settings > Notifications under their existing collaboration settings for Service Manager. Steve
  5. 2 points
    Hi Aaron, Yes, the primary purpose of the Member feature is about visibility and access. Team members and other teams that support the service will already have access to the request and can view, collaborate and follow within the request timeline. The Member feature is often used to invite individuals that are not in the team or support the service, to grant them access to the request without having to give them access to the entire queue. The member feature also works well when there is a 1st line group that only manage the initial capturing of a request and they reassign to the teams the will facilitate the request. They can automatically become a member and therefore monitor the progress of the request, even though it is with a team that they are not a member of themselves. Hope that helps. James
  6. 2 points
    Hello When logging a new request, could a search feature be added to the Service List section, that searches against service name or catalog item. It would greatly speed up the process of finding the correct service / catalog item thanks
  7. 2 points
    @Darren Rose - I think @James Ainsworth and/or @Steven Boardman @Chaz can advise if and how this can be implemented in the future...
  8. 2 points
    @Adrian Simpkins and @Steven Cotterell I've added you to the change that is in our backlog.
  9. 2 points
    Hello We use an external BMS for the rest of the business, which includes all of the company policies, processes and procedures. The current scenario I am now facing is that I would like to associate documents documents maintained on our BMS to Hornbill Services, but I won't rewrite the documents in Hornbill, or upload them, because the BMS is the control for the documentation. Ideally, I would simply like to be able to very simply link to them from Document Manager. I'm sure this could be done by creating a new document and pasting the link, but it would be smoother if it could exist as just a link. Thanks Darren
  10. 2 points
    Hi @Ann-MarieJones in the current self service configuration it is not possible to change the default view i'm afraid - the user will default to their Favourite services (those which they perhaps use most often and as such want presenting on the landing page. We are enhancing self service to better accommodate the services of different business functions and at INSIGHTS19 we will be able to give you a lot more information on this See you there
  11. 2 points
    Hi @James Bartle Thanks for your post. The Routing Rules provides the ability to create some very granular expressions to look at the content of an e-mail to provide you the option on how to proceed with that email. Progressive Capture wouldn't help in this scenario as this is directed at the manual raising of requests. As the Routing Rules are looking to automate the raising of requests, Progressive Capture is not used here. The Business Process Management Workflows wouldn't be used in the actual creation of the request, but they can be used to update and assign the request once it has been raised. As you mentioned, one option is to create a different Routing Rule for each of your scenarios. You would then associated a Email Routing Rule Template to each of these to raise the appropriate request. Alternatively, you can do this through the BPM once the request has been raised. The description of a request raised by email will contain the contents of the email. You can then use the Get Request Information node to retrieve this and then using the Decision node branch based on this content. Each branch could then update the request as needed, including things like the Summary or Category. With fields like the Summary you can use BPM variables to either insert a prefix on the Summary or completely replace it. Here is a small example of what it might look like: What you may find works well is a combination of both email routing rules and BPM workflows to manage this. An initial set of Routing Rules to send the requests to the appropriate request type or BPM and then once raised, the BPM can then look at the details and update the request accordingly. Hope that helps. Regards, James
  12. 2 points
    Issue resolved thanks to @TrevorKillick !! Problem was with the credential used: Instance URL needs to be full URL (https://eurapi.hornbill.com/<instance>)
  13. 2 points
    thanks, @James Ainsworth i search now and i see that post, not yesterday - but their problem i've offered the same fix as I've just used successfully... remove redundant columns. this allows dynamic and automatic adjustment of width rendering to take place. (we need a "last update BY" column so i was adding too many columns like "last updated" & "last updated date" so we can sort by this column for identifying customer responses) sorry for potential thread hijack to @Martyn Houghton ;-)
  14. 2 points
    Hello, I would like to request a feature to add on to the existing co-workers region where staff can specify what skills they have and how proficient they are in each skill, follow by the ability to search a skill and bring up a list of employees that has it. I dont expect this to be feature-heavy and have any other functionality (though possibily something for the future). A new tab in the Co-Workers region titled "Skills" Co-Workers can update it if they want to either via Hornbill or via the Portal Applies to Basic and User accounts Adding skills should work like document tags The ability to set their skill level for a skill (low, medium, high for example) The ability for a "User" to be able to search for a skill and return a list of people that has it (and it should also show their availability) Ability to have a "Skills" cloud, like document tags cloud where we can visualize the skills and maybe to help identify where additional training may be required. I hope this is a simple one to implement, and may go hand-in-hand with Holiday Manager and Round-Robin functionalities down the road. Thanks, Samuel Cc:@Aaron Summers
  15. 2 points
    Hi @samwoo Thanks for your post. This is something that we have been looking at for some time now. Still a lot for us to consider, so there is no time frame at the moment, but I did want to let you know that this something on our radar. Regards, James
  16. 2 points
    @Cizzling I will be sure to keep you informed also, I am hoping to pull together a small CRM focused working group to explore what areas we should be looking at with regards to external customer support. I will try to arrange a timeslot for an initial discussion on the topic an INSIGHTS 19 if you are able to come along. Thank you for your interest Gerry
  17. 2 points
    Hi @HHH, The custom field input within the Jira integrations only support fields of type string and number currently, array-type custom fields are not supported. I'll raise this and see if there's anything we can do to provide support for array-type custom fields. Cheers, Steve
  18. 2 points
    Join us at INSIGHTS 19 for two days of learning, inspiring ideas, future insights and networking with your peers, industry experts, and like-minded individuals. Learn how people just like you are transforming their organizations with digital initiatives, enhancing employee and customer experiences and making life at work better for everyone. Our theme this year is centred around the fast pace of technology and IT where Change is the new normal. How has your business changed in the last year? Have you migrated internal systems to the cloud? Have your employee and customer-facing interactions been digitized? Maybe your most powerful competitor is a company that didn’t even exist two years ago. For more details Click Here
  19. 2 points
    @Joyce @Darren Rose as a first step towards this we have added an Updated By field to the reports view, so you will be able to see who made the last update and when. This will be available with the next admin console update
  20. 2 points
    @Martyn Houghton - don't think there is much documentation on this (might be wrong tho)... I'll ask internally and will get back to you
  21. 2 points
    Moved this topic to "General Non_product Discussion". Although not entirely true, it did not belong to Timesheet Manager section and this was the most appropriate section I could think of... ...maybe I need to create a section for it...
  22. 2 points
    @Victor You are truely the Hornbill Sith Lord! That's worked perfectly! @AlexTumber - Thanks for your help as well. You got me this far. Maybe the API could benefit from a more descriptive error message for idiots like me?
  23. 1 point
    Update: I've now set this date control to NOT default to today's date, and strangely, it DOES now default to todays date!!
  24. 1 point
    Are there any major drawbacks to extending the session timeout in the portal? The wiki is somewhat lacking on the subject. https://wiki.hornbill.com/index.php/Portal_Accounts
  25. 1 point
    Hi @Jeremy That's correct. A scheduled task does not appear until it is created.
  26. 1 point
    Apologies @Victorit is a group. That makes sense, will have Dan Riley at Hornbill make the change in the business process when we meet up next. Thanks Sxx
  27. 1 point
    Using CTRL+Right Click works as expected in our instance.
  28. 1 point
    Hi @Darren Rose We do have a change in our backlog that will look at providing options for links between a service and linking Document Manager. This will look at adding both individual documents and / or linking a service to a library of documents. I'll add you to the change. Regards, James
  29. 1 point
    Hi @James Ainsworth Any news on this please? I've got a couple of BPM's with linked requests to create and this option would make things a lot easier!! thanks
  30. 1 point
    Hi @Paul Trenter the assets can only be Owned by internal users, and in turn against sites and internal companies. However you can use the Used By field and mark assets as being Shared with Contacts and Organisations. If you do this on the asset record, you will see an option on the right hand side, which will allow you to add which organizations and contacts the asset has been shared with. In progressive capture, you will then see a Shared With tab on the asset form, alongside the My Assets, Sites Assets, Companies Asssts Hope this helps
  31. 1 point
    Hi @AlexTumber Happy that the Assumption requirement has been delivered as described. We have marked this requirement complete from our perspective. Cheers, Tom
  32. 1 point
    @Adrian Simpkins Hopefully i understand what you are saying here. You have a dynamic checklist in the first custom form - this is offered as a checklist something like below. * One * Two * Three Through to Eleven The user can tick one or all eleven and you want to ask questions relating to the ticked options (Systems) in subsequent custom forms? As the answers to this question are held in a string and there is no way to predict the order in which they will have been ticked, is is possible for you to utilise the Conditional Fields option on a single custom form to achieve this and use the Contains options to evaluate against? Here is an example i have used: I have a custom form, with a checklist question, which is using the Change Type Simple List as it's dynamic source (see below) If no checkboxes are ticked, it shows as such. In the same custom form, i have hidden conditional fields, which will only display depending on the check boxes ticked to the first question: 1. If i tick Standard - Nothing happens - i.e there are no conditional questions linked to this check box answer 2. I now also select Normal, this now exposes a label (header) and questions relating to the normal check box choice 3. If i also now choose Emergency, i get a label (header) and question relating to the emergency choice as well. I am achieving the above my using the Contains option as the condition for the conditional field, so as long as the value is in the string, it will match - regardless of the order in which i choose (tick) the check boxes. I am not sure if this would work for you, rather than multiple custom forms based on branching? I assume you could achieve a similar thing with using the contains option in your custom expression on branching but i have not tested this through, as i prefer the conditional fields on a single form. Here is some info on the conditional fields on the wiki: https://wiki.hornbill.com/index.php/Progressive_Capture_Designer There is a section at the bottom of this page and a video overview. I have also attached the progressive capture flow, for my change example above - if you want to have a look at the specific config in my example: Hope this helps conditional-fields.pcf-2.txt
  33. 1 point
    Hello, I would like to make 3 requests: Can we have Account variables used for Greetings (if I can avoid having to use Custom Fields that would be great)? Currently, in the main email templates, i have the following text: ____________________________________________________________________________________________________________________________________________ Hi <Customer Name>, Text goes here Thanks, <Session User Name>, <Session User Job Title> ____________________________________________________________________________________________________________________________________________ However quite a few users have said they wanted to use a different Greetings... a couple of people wanted to use "Dear" instead of "Hi", at least 3 people wanted to use "Hello" etc. This also applies to Salutations as well, for example, the word "Thanks" some people wanted to say "Regards" etc. If we could have Greeting and Salutation fields against the user Account which could be defaulted to certain values and allow the user to change it will allow emails to become more personal. This means we could use it as per the next request below... Have Additional Session Variables for the "Site Name" and if the above can be implemented, have "Greeting" and "Salutation" session variables If "Salutation" and "Greeting" variables cannot be added for any reason (or in addition to the above), can we have Session Variables for the Custom Fields?
  34. 1 point
    My testing seems to suggest that a BPM is applied and the two scenarios are posted above. This being the case, if you assign the new request to a request catalog item you should be able to have a BPM set against the Request Catalog Item that fulfills the workflow that you need. I hope I have understood correctly and that this helps. Regards, James
  35. 1 point
    Hi @Ann-MarieJones Having looked at this a bit closer I can see that the Incident Management Full Access role that you have assigned to the user includes the right View Configuration Items. This should be enough to view the assets without adding the Asset Management User role that I mentioned above. I'll continue to investigate.
  36. 1 point
    Hi I found this post as I was trying to rename a BPM having amended a copy of it. I followed the advice above and made a copy and added it to the service but I now can't delete the original either. I have always renamed them to X - whatever to send them to the bottom of the list and then removed them when I am sure I won't want to use them again. I have a job soon to tidy up the BPMs (and PCs) and remove the ones that are no longer used, am I going to be able to do it? Or can I change the access granted option so they don't show up in the list for me? Helen
  37. 1 point
    Hi @Shamaila.Yousaf Thanks for your post. There are a number of options for viewing your activities and it may be that one needs to work with the different views to determine which one works best for them. I find that this may vary depending on the number of activities that you have. Starting with the Someday. Both on the Right Hand Panel and on the Board view, anything listed as Someday is something that is not scheduled. It has no start date or due date. As these are not scheduled, they will not show up on the calendar view. I will often use this view to find unscheduled activities when I find some free time showing in my calendar in which to schedule them. Using the Boards View you can actually edit the criteria for the default lists which include Overdue, Today, Tomorrow, Later, and Someday. This will also determine what is listed under these options when displayed in the Right Hand My Activities Panel. It might be worth looking at the default criteria on each list to see what it being displayed. The alerts for Activities do not show under the Bell icon. These were separated out and are visible on the Right Hand My Activities. This was done some time ago as users were concerned about activity notifications being lost among all the other notifications. Under your User Profile you can also enable Desktop Notifications for Task Assignments and Reminders. However there may be some limitation depending on the browser that you are using. For those that are working on Service Manager requests, I would suggest using the Right Hand My Activities panel. This can be expanded so it always shows. It also creates less clutter than having both activities and requests all in one list. This is how I work. It doesn't matter what I'm looking at in Hornbill, I always have quick access to my activities and can see what is overdue, what I need to do today, and tomorrow. I hope this helps. Please let us know if you have any more questions. Regards, James
  38. 1 point
    @Tom Gilbert you'll be pleased to know we are almost ready to push out the next project manager update. This is currently planned for tomorrow. With this update, there are various improvements and fixes, along with Project Assumptions. Project Issues will be the main focus of the release after that, followed by Project Dependencies to complete the RAID functionality. Here is a screenshot of what you can expect: Alex
  39. 1 point
    Hi @Martyn Houghton, I'll raise these enhancements, and will let you know once they're done. Cheers, Steve
  40. 1 point
    Hello @Martyn Houghton Yes, I would love to have more structured talks around the customer portal. One of the things we have recognized in our own approach is internal portal is a very different thing to an external portal, while internal needs to be geared towards employee experience, external needs to be geared to Customer Experience, the needs of these two sets of requirements are actually very different and that's why we struggled with a single codebase. For the external customer portal we see this being much more aligned with Customer Manager, and more neatly fits into the CRM category of software functions, this is where we ultimately see our focus, and this is something we are in the process of bringing into our product thinking. There are a few customers, yourself included who would really benefit from this focus and I am committed to driving this forwards. We can certainly organize a session to talk about it, but I would love you to be more involved in this during 2019 and beyond as we expand our thinking and feature set in this direction. Gerry
  41. 1 point
    @HHH we have raised a story to allow for the adding of a member via a variable in the business process designer. As this story is scheduled and progresses we will post updates back here.
  42. 1 point
    @Jamie Talbot so, found out why the notification to the owner was/is not working. This notification works in conjunction with this app setting: Change this to Hornbill or "Email" and owner notifications on linked requests should work. I am still trying to figure out why the customer email notifications are not working... for all intent an purposes and from what I can see in the code, they should work... Something eludes me... I'll keep looking
  43. 1 point
    Hi @Keith As always this is somewhat complicated to explain so if the following is not clear then don't hesitate to ask further questions... Until now, when changing a service level on a request, the new target times have been recalculated as: * Original Target Start Time + new SL duration (applied according to the associated working time calendar) However, we have never taken into account any working time spent on hold, so you could end up in the following scenario: SL1 Resolution Duration = 1 Hour SL2 Resolution Duration = 4 Hours SL1 Request Raised and Target Started: 9am - Target is 10am SL1 Request Placed on Hold: 9:10am Until 2pm SL1 Request Off-hold @ 2pm: New target is 2:50pm At this point (2:50pm) the SL is deemed incorrect and should be downgraded to SL2 SL2 is Applied to Request: New target is 1pm (9am + 4 Hours Duration) [Target is already missed despite being lengthened] The effect of this new setting being enabled is to handle situations as above, so with the setting on we will now see the calculation as: SL2 is Applied to Request: New target is 5:50pm (9am + 4 Hours 50 mins (on hold) + 4 Hours Duration) If you want to revert back to the previous method of operation then changing the setting will revert you back to the original calculation method. Kind Regards, Dave.
  44. 1 point
    +1 for the ratings column please, this is a great addition
  45. 1 point
    @Aaron Summers thanks for your post. With regard to your points raised: 1. We've not yet started development on any of the Holiday Manager integrations. This is obviously something that has to be done before we can release it to our customers. There is actually already a premium iBridge integration to write calendar entries to an O365 shared calendar (Microsoft >> Office 365 >> Calendar >> Create Calendar Event). This could be added very easily to any business process that runs against a holiday request (holiday requests run business processes). 2. There is a setting per user in holiday manager which allows you to automatically control your status when you take a holiday. For example, I personally have it set to change my status to 'On Holiday' whenever I take some time off. This is all done automatically in the background. Many of the Service Manager bpm operations that handle assignment factor in an analyst's status when invoked, so for example if you were in a team that receives round robin assignment you would not be assigned new calls while on holiday. Part of the integration work that needs to be done (which is probably more relevant to point 1) is to allow behaviour like you have described above regarding updating open tickets automatically when the assigned analyst is on holiday. Currently this is not there. 3. In Holiday Manager, each co-worker's holiday runs against a working time calendar. There is a default one provided but you can also add others. For example, we employ people that live and work in different countries so they run against different calendars which include different public holidays etc. In the administration section you can set allowances for each holiday type for each co-worker. When approving a holiday request, an approver has the option to see in a calendar view which other members of the team(s) already have holiday booked. At the moment there is no rules system to enforce that only 2 staff can book for the same day, for example, but there is no reason why such a feature could not be added in the future. 4. The pricing model for Hornbill Holiday Manager has not yet been determined. I'd just like to say it's great that you have an interest in this app and we look forward to eventually releasing it to our customers. Look out for an announcement and more news at our upcoming Insights event this Summer. (details of this year's event will be provided soon) https://insights.hornbill.com/ Alex
  46. 1 point
    @AlexTumber any news here? thanks Nikolaj
  47. 1 point
    Hi @Shamaila.Yousaf Thanks for your post. Does your telephony solution provide any type of reporting that would give you this information? An email system on its own is not really an ideal place for generating statistics of any sort. As it will be a structured email coming from your telephony system it would be possible to automatically create Service Manager requests from which you could then put some reporting against, but i can't help but think that this would be overkill and it would be easier getting this information directly out of your telephony system. James
  48. 1 point
    @Aaron Summers thanks for your post. Yes, Holiday Manager is still very much in development. In fact, we use it ourselves internally at Hornbill :-) All I can say for now is that when it reaches the required level of maturity, we will make this application available for our customers. Look out for future announcements on this on both our website and forums. Alex
  49. 1 point
    Hi All, I've been asked to find a way to record all our software details (No of Licences held, no used, renewal date etc) and also our other Contract details so that I can setup some form of reminders for it to notify us say a month or two in advance of a renewal so we have plenty of time to arrange it. Does anyone use Service Desk to record this information and if how do you do it as I'm struggling to see anything that does all the bits I need. Thanks in advance Tina
  50. 1 point
    Is there a way in the Progressive Capture of filtering the TYPE of asset which is listed? For instance, we have a type of asset called a 'Brocade Switch'. For particular types of calls, a Brocade Switch is the only type of asset we are interested in.....and we'd like this asset to actually be linked to the call (so the 'data query' option isn't going to work here I don't think) Is there a way of using the 'Asset details' form in the Progressive Capture to JUST show these types of assets, so that we can be relatively sure that the right asset is being added at the call logging stage? If not, could this be considered as a feature request please? thanks
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