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Showing content with the highest reputation since 10/12/2021 in Posts

  1. I have been told to raise this by our SME as we are currently in the process of moving over our entire Knowledge base from Service Now into Hornbill FAQs. This has been, and continues to be, a painful process as we have over 1600 articles with assisting documents all being copied over by hand. So my main question is will the new Knowledge Management system be able to take the FAQ's with attached documents directly and import them? I am also interested in the way the new system will allow us to search for information. Currently the way this is done for Service Management is clunky and is not helping our Service Desk at all. I did ask if we could get a basic search outside of a request for Service Desk rather like the Portal but told you cannot do this due to all resources being on the new system. I would also like the ability to search in the editor to allow quick updates - Currently the only way to find a FAQ to update it is to put it into Alphabetical order and mouse over when you get near. A pain when you have a lot of articles starting with the same subject i.e Windows 10 as you can imaging. Even being able to move the display to show full titles would help. Then we come on to the timescales, when are we going to get a first look at the new system? Many thanks Tracey Edwards
    2 points
  2. Just to confirm that this has been added to the backlog, but there are currently no timescales attached.
    1 point
  3. @samwoo, Be aware that the company field in the request could not be 100% reliable depending on the company you have set in the users and in the sites, as the logic behind it is: 1. When a request is raised and a user selected as the customer on the request the values populated for h_company_id and h_company_name will be from the companies associated with that user 2. When on an existing request, when a customer of the request is changed with another user the values populated for h_company_id and h_company_name will be from the user associated site specifically the company associated with that site. We've detected this because in some requests we found that the company was not what we were expecting (we can have users from different companies associated to the same site). Regards, A
    1 point
  4. Hi @samwoo Company in this case refers to a company defined within the organisational groups configured in the admin tool to which Hornbill users can belong e.g. and within the entry you can assign users... So if annab was the customer on the request, the company criteria will check against the company she is assigned to (e.g. Dave H Inc in this example). Hope that answers your question but if not let me know. Kind Regards, Dave.
    1 point
  5. @Smurfy the following wiki page should hopeful help - https://wiki.hornbill.com/index.php?title=Service_Manager_Notification_Settings Essentially the notification settings are global by default, but if you wish to enable them per agent then there is a system setting to enable, and once enabled each agent will see the Service Manager notification options on their profile and be able to set their preference. guest.app.requests.notification.allowUserDefinedNotificationType Please take note of the considerations detailed in the wiki page before enabling the above setting
    1 point
  6. I thought this was something team members enabled if they wanted it a. Please go to your analyst profile settings (top right of Service Manager). b. Click on the Cog Wheel - then select "Notifications" and find Service Manager App options at the bottom of the page. c. Enable email in the second row, which is the email option for Assignment (Team Notification)
    1 point
  7. Hi @Daniel Dekel Thanks for that....I realised that it was the same description as was shown on the service view - it's never been quite so prominent before though, so now that it IS very obvious we need to make sure they're all worded properly! thanks
    1 point
  8. I believe 'Services Manager' is the role you need, but they will also need to be listed as the 'Owner' of service as well. The explanation of the role is:
    1 point
  9. Yes this is only way currently, you cannot create these via the BPM although this has been requested.
    1 point
  10. Could the lack of breadcrumb trails when you're in a catalogue be looked at please? Up until this point (so if you're looking at the domain or the service there's a breadcrumb trail, but once you've clicked in to the actual catalogue it disappears. Could this be set so that the trail is visible please?
    1 point
  11. Just to confirm @Jeremy has kindly forwarded me the details to access the Sandbox environment Many thanks Jeremy
    1 point
  12. @Berto2002 a new Clear authorisation decision option will be added to the business process designer. This will allow you to remove an existing authorisation state (approved / rejected). This new option will be available in the next service manager update which is scheduled to be pushed in the coming weeks.
    1 point
  13. Hi Rob, I may need to see the entire Progressive Capture to understand what's happening. The only way that I can get this message about the exit connector is by not having an Exit node somewhere in the Progressive Capture. What happens if you add an End node immediately from the Customized Form?
    1 point
  14. Hi @Alisha, Thank you for your suggestion. At the moment is not possible to display data from Hornbill Administration. Also is not possible to display Hornbill inside a frame. That will be a security violation - sowing the error you see in the external frame. I've added to our list of things to review and your suggestion will be discussed. Kind regards, Daniel.
    1 point
  15. I'm finding that, when I put a request on hold, the majority of the time I've just sent an email to the customer asking for info... So, would it be possible to have a 'mixed' button in the email section where you can choose to send the email AND put the request on hold for a period of time AND have snippets available in the 'place on hold' form please? It'll just save a few clicks!
    1 point
  16. +1 for having human tasks available in an Auto Task. Being able to input some information would be really useful.
    1 point
  17. Hi @samwoo, glad to hear that's resolved it! I'll feed our thoughts back to the Product Team to see if the options can be adjusted to make the requirement for a "From Status" more obvious. Dan
    1 point
  18. Hi Samuel, thanks for your post. Whenever I use the suspend wait for status change node I always set a "From Status". This is something I've always done but I do acknowledge that the "From Status" is not mandatory, maybe that's a question for the Product Team. Have you tried setting this? Looking at your design, I assume that at the point it suspends the request will be have a status of "open" in which case this is what you should specify as your "From Status". On a side note, I assume the status of the request is a relevant factor in your process design? If you're just waiting for an expiry time there is a specific node for that called "Await Expiry". I hope that helps, Dan
    1 point
  19. Our Service Desk have leapt on this to use straight away. Thanks!
    1 point
  20. Hi Victor. Worked a treat - thanks for the help.
    1 point
  21. If you have no need for an (in the above example) Incident to be raised against the Service that should work fine.
    1 point
  22. I use the Quick Links widget, where the link is directed straight to my Feedback catalogue item, works well for what we need:
    1 point
  23. @Paul Alexander thanks for your post. This is not currently possible but I will pass the suggestion to our product team for review. Alex
    1 point
  24. @Berto2002 - The issue with "Just Co-Workers" option for the "Hornbill user picker" in custom fields also returning basic users has been addressed in the next Core update. When used with "Just Co-Workers", this list will then only return users that are of "user" type (basically what is seen as Full users in user management admin area).
    1 point
  25. +1 - could this idea be added to the list of enhancement requests?
    1 point
  26. Good morning, I was wondering if it is possible to capture the details of the person who triggered an Autotask or Lifecycle process? If not, can this be added? This will be useful when it comes to using Cloud Automations to capture the details of the person who triggered the action, or for capturing additional details on timelines. Thanks, Samuel
    1 point
  27. We have feedback form in the Employee Portal and we direct people there to fill in the form, the resulting request then auto closes and places data into custom fields so that we can report on certain things specifically then we use the questions section of the database to report on more extensively. We have a mixture of separate services for feedback if it's generic and some is relating to teams/services that have their own Service so we place the feedback into there as a CI. We have played around with the inbuilt feedback within Service Manager but this does not give us the level of flexibility of questions and reporting that we need. I hope that this helps in someway....... happy to talk to people about it if they wanted.
    1 point
  28. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
    1 point
  29. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
    1 point
  30. This feature is now available in Service Manager as of build 2368
    1 point
  31. Hi Charlie, Thanks for your post. I just wanted to check if you are still experiencing issues. I've done a Health Check on your instance and I don't see anything that suggests that it is running slow or being impacted at the moment. If you are experiencing this still, are you able to confirm if the same occurs for users that connect to Hornbill from outside of your internal network? Regards, James
    1 point
  32. Hi @Martyn Houghton, I've carried out some tests as above, and that looks to be the case. Thanks for your help. @Hornbill Support Team Are you able to investigate and advise please? Thanks, Neil
    1 point
  33. What would be really nice would be able in the BPM and PCF (maybe) to be able to drag and drop decision lines from one decision to another. This would save a lot of time and also save from having to replicate some very complicated decisions.
    1 point
  34. Hi Jeremy, We did used to support in the early days of BPM that but the UI was a bit finicky.. I will take another look. At the very least should be able to add a "copy condition" / "paste condition" button to the condition builder so you can at least copy condition, delete, recreate new link and then do paste condition. I will see how fluid UI behaves with drag dropping connections first and go from there. Cheers
    1 point
  35. Hello everyone, The latest update of Service Manager (2368) has been released to live. The change log for this update is as follows: New New Hornbill Automation tasks introduced under 'Requests > Assets' to create an asset per type through the BPM. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Assets {CH00166234} The Snippets option is now enabled on the Update action when viewing a request. {CH00168992} Change A filter box has been added to the Snippet selector list. {CH00169091} The system setting 'mail.client.defaultFontSize' is now used to determine the default font-size when sending email from a request. Fix Fixed issue where the user could not raise a catalog request via Self Service. {PM00169242} Audit history in the asset view does not show Substate changes. {PM00169081} Error in 'Assignment > Assign to Most Available Analyst' Hornbill Automation when the visibility option is set. {PM00169031} The export option in assets is not returning 'Used By' results. {PM00168963}
    1 point
  36. 1 point
  37. Hi @James Ainsworth @Steven Boardman, Is there any update on customers being able to add their own Connections please? We would like to use this when our Employee Portal goes live. Many thanks, Alisha
    1 point
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