Jump to content

Leaderboard

Popular Content

Showing content with the highest reputation since 02/06/2013 in all areas

  1. Morning Just thought I'd share this with you all - VINCI have recently had our ISO27001 external audit, which we passed (well done us!). But, two of the comments from the auditors have reinforced just how much we rely on Hornbill for our day to day operations throughout the company. They were: Asset Management in the Service Desk is greatly improved and the process is working well. Keep up the good work and don’t become complacent! Service Management, including incident management, problem management, project management, risk management, analytics and reporting is very impressive, possibly the best he has seen in any company he’s audited. Asset Management is something we have been working on to improve since a non-compliance last year, and the comment about SM being possibly the best he has seen is a VERY comforting and humbling statement. Considering the work we have all put in (and this includes the staff at Hornbill) to get things to where they are now, it is so nice to know that it doesn't all go unnoticed. Also, now that we're all trying to work from home while still trying to keep our operations and processes flowing as usual, the Hornbill platform is proving that we don't all need to be in the office sat at our desks to get things done. So, we'd like to thank Hornbill for helping us get to where we are, and that we now have written proof (not that we needed it) that our partnership with you is reaping great rewards! thank you! And keep safe!!
    19 points
  2. As the COVID-19 situation continues to escalate, we are all doing everything we can to keep our businesses running, protect our livelihoods and our loved ones. In such unprecedented times, it’s only natural to be a bit scared. It was fear, more than greed, that stripped our supermarket shelves bare. Yet, across the entire supply chain, people are collaborating to address challenges, and ensure shelves are restocked. In the coming weeks, we’ll hear more and more stories of selfless acts, bravery, kindness, and people working together to keep services running and support their communities. As you face your own business challenges, remember that every member of the Hornbill community is facing these too. Please reach out to this group, share your challenges, and ask for help. People have already addressed issues that you are about to tackle, and in true Hornbill Community form, they will be happy to help, despite having to keep their own plates spinning. As you tackle the huge task of enabling remote working, keeping information flowing between your teams it is more critical than ever. Over the last seven years, collaboration has become part of Hornbill’s DNA. We can offer guidance, advice and free collaboration licenses to help you through this crisis, and as a community, we can do even more. Please let the Hornbill community know the issues you’re struggling with, and although we’re all flat out, you will get help, because we’re in IT together.
    9 points
  3. Hi Everyone, Just wanted to update everyone here about our first very successful site launch of Service Manager, and especially I wanted to thank all of you for all the help you have offered throughout this journey! I have always been amazed at the response, and suggestions that come whenever I find a problem, and I believe without your support throughout this we would not be where we are today! Also, our uptake and feedback about the tool has been fantastic! I think we hit 34% self service on day one, and we are well over 50% daily now and adding in routing rules over 60% automatically into our teams. We have 2 more sites to bring on board, and I am sure I will be asking some more questions ! Thankyou all !
    9 points
  4. Insights19 Additional Resource Material for the “Masterclass in Business Process Design and Automation” presentation Following on from the pratical component of this presentation at Insights19, a few delegates have asked if we could make some of the example workflow available for download so they could upload to their instance and test themselves. This forum post has those workflows attached, as well as some additional information around the topics discussed. Admin BPM Design Functionality (Wiki Info: https://wiki.hornbill.com/index.php/Business_Process_Designer) Snap to Grid To turn on Snap to Grid permanently, please turn on the following system setting in Admin --> Collaboration --> Settings --> admin.feature.workflow.showworkflowcanvasgrid Stage Templates Replace node Add node between connected nodes Stage Notes BPM Category BPM Security Controls To enable BPM Security Controls, please turn on the following system setting in Admin --> System --> Settings --> Advanced --> security.bpm_access_controls.enabled Progressive Capture (Wiki Info: https://wiki.hornbill.com/index.php/Progressive_Capture_Designer) Session variables for use in questions. The session variables available, and their correct format to use, are as follows: {{user.fName}} {{user.lName}} {{user.accountRefUrn}} {{user.currentTimeZoneOffset}} {{user.userId}} {{user.userName}} {{user.jobTitle}} {{user.mobile}} {{user.email}} {{user.telephone}} Conditional Fields Service Request Process Features Wiki Markup and Date Formatting (further information: https://wiki.hornbill.com/index.php/Wiki_Markup) Role and Team Based Approvals/Authorisations Task Capture Fields (further information: https://wiki.hornbill.com/index.php/Capture_Task_Fields) To enable Task Capture Fields, please turn on the following system setting in Admin --> System --> Settings --> Advanced --> experimental.feature.bpm.allowcustomtaskfields Incident Process Fetaures Ticket Routing based on Time/Date logged (further information on iBridge Utilities: https://wiki.hornbill.com/index.php/Utilities_Integration_Bridge) Mark Ticket as First Time Fix (further information: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow) Post to Public Workspace/Comment on Existing Public Workspace Post (further information: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow) Other discussion points Question from a delegate: "Can we view all of the existing Services and their linked Catalog Items, Progressive Captures and Business Processes?" Yes, we have a useful report you can upload to your instance which provides exactly this info. I've attached it to this post named Active Services Report - download, and navigate to Admin --> Service Manager --> Reports --> Create a new report --> Click the Green Icon to upload the file --> Save the report . Active Services Report.txt Insights Progressive Capture.pcf.txt Insights Service Request Business Process.txt Insights Incident Business Process.txt
    9 points
  5. 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.
    8 points
  6. Over the past quarter, Team Hornbill has added a number of new features to Service Manager that you may not have been aware of. We have added a new section to the Wiki to give you a quarterly overview of these new features, along with some information around the setup and configuration if you would like to use them. We hope to update this "What's New" section regularly with new features from other applications too, so keep a lookout This quarters overview can be found here: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2019_Q3
    8 points
  7. 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
    7 points
  8. 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
    6 points
  9. @Berto2002, @nasimg, @Martyn Houghton, @Alisha, Just an update on this - We assessed the requirement and extended the Snippets feature to provide an option to make a snippet available on the Update action tab. The snippet can be used in the same manner as the Email and Resolution action tabs. This enhancement will be rolled out to all instances in the next 2-3 weeks. Ehsan
    6 points
  10. All, We are adding a new system setting that will allow you to disable, enable, enableWithTime the new Availability Status feature, so for those of you that do not wish to use it, you can disable it, and for those of you that don't like the time element can turn that bit off. This will be available in the next week or so. Thanks for all the feedback. Gerry
    6 points
  11. 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.
    6 points
  12. 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.
    6 points
  13. Links Provided from the Presentation Employee Portal: https://wiki.hornbill.com/index.php/Employee_Portal Employee Mobile SSO: https://wiki.hornbill.com/index.php/Single_Sign_On_Profiles
    5 points
  14. @all We found the cause for this issue. A fix is being prepared and rolled out on all live instances.
    5 points
  15. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
    5 points
  16. I am delighted to announce that the Global Analyst Platform G2 has unveiled Hornbill as a Leader in both the ITSM and Service Desk Markets. Thanks to your advocacy and reviews we now feature across 40 reports including the flagship G2 Grid Reports. The latest G2 ITSM Grid Report, ‘Fall 2020’ combines the views of 2,900 IT Service Management Professionals to rank the Top 30 Vendors head to head. G2’s General Manager Henrique Moniz de Aragao yesterday showcased the power of your customer advocacy in the market highlighting Hornbill for ‘Leadership in the global service desk market, success in the Enterprise segment, leadership in Europe plus the highest user adoption, ease of use and best support.’ At Hornbill we have the highest NPS score in the market, currently sitting at +80. It is something I am immensely proud of. Our customers are our business, if we partner with them and serve them well, we succeed. We owe a great debt of gratitude to our customers for allowing us to be an innovator, and allowing us to drive forwards, bringing them on that journey with us, and we could not be more proud to know that our customers are willing to help us tell the world about their successes with Hornbill. If you would like to see a copy of the report highlights, you can download a copy of it here: https://info.hornbill.com/the-power-of-advocacy-hornbill-unveiled-as-g2-leader Thank you to everyone who took the time to provide reviews, it has been your voice and insights which have enabled us to enter the market as a High Performer and sprint through the quadrant in just four weeks to become a leader. G2 have been blown away by the strength of our advocacy and an open request please to add your voice to the Hornbill revolution. Review Hornbill Gerry
    5 points
  17. As I am sure you know, Hornbill platform updates are fully automatic and happen without any human intervention, ensuring you are always on the latest software versions, this is part of our continuous delivery development process and strategy and we have been doing this since 2015 when we introduced the Hornbill platform. However, I am also sure you that you know, while the platform is kept up to date, applications are not, its left up to you as an administrator to do the update by simply pressing the "Update" button in the Hornbill app store. One of most requested platform changes we have had at every Hornbill INSIGHTS meeting is for us to extend the automated updates to applications that are installed on your instance, so I am delighted to be able to tell you that we have now reached the point where we are able to do this and will be turning this on over the next 2-3 weeks. The main sticking point for us this end was building out, and ensuring we had robust automated testing for each application, which we are now satisfied we have achieved. Once we switch over, application updates will be automatically applied to your instance within the maintenance window you have set. You will also receive email notifications advising you of updates to applications when they happen just like you do for platform updates (assuming you have that configured). You will see that the "Update" button will still be present in the Admin tool when there are new updates, so if there is a need to update in an emergency, for example, if we pushed an urgent hot-fix that you need to apply, you could do that immediately without having to wait for the maintenance window. However, when updates are made available, they will be applied automatically at the first opportunity within the maintenance window configured for your instance. This was a much requested change that I know a lot of you have been asking for, expect to see this change in the next 2-3 weeks. Thanks Gerry
    5 points
  18. @Alisha @Paul Alexander @Sean Teehan @Keith @HGrigsby @Aaron Summers @Martyn Houghton @Lyonel @Jeremy @m.vandun @Adrian Simpkins @samwoo The ability to change the owner of a snippet was made available in the Service Manager update yesterday As mentioned in the wiki details below, you will need the Service Desk Admin role, but you will then be able to both change the owner, and have an option to make yourself the owner of snippets owned by other users. https://wiki.hornbill.com/index.php/Snippets
    5 points
  19. Just to say thank you for all of your support @Hornbill Support Team we have gone live with this about an hour ago!
    5 points
  20. Thanks @Steven Boardman and team for an impressive demo. Really excited to get my hands on this and looking forward to replacing our service Portal.
    5 points
  21. +1 Great job guys! we are excited to start working on this new amazing feature.
    5 points
  22. This is currently being investigated. We get an update to you as soon as possible.
    5 points
  23. @James Ainsworth, Just stumbled across this thread after an Internal conversation about the need for a Knowledge Base in Hornbill and wanted to add our thoughts. We would like to see 'Documents' that are searchable for text from places like a 'Ticket' or the 'Request List' or a dedicated 'Knowledge Base'/'Document Manager' screen. The search should take place in, but not be limited to, the title, description, tags and even viewable content in the 'document'. The documents should either be available to paste into/attach to a Ticket (for Customer Visibility), or just be made viewable from a ticket as they would give ideas on how to resolve Incidents or fulfill Service Requests. The documents should not necessarily be only viewable if the ticket is associated against a certain Service. I can see in some instances, documents would apply to multiple services. It might also be useful to have 'rating'/'no.of views' stats available for these documents. Just some ideas - looking forward to seeing some progress as it looks like its been on the list for quite a while and people do seem to want a 'good' Knowledge Base. Will watch this space avidly.
    5 points
  24. We have moved the Activities component to just below the Information panel. This should be available over the next few weeks in one of the upcoming Service Manager updates. Regards, James
    5 points
  25. Hi Hayley, The latest Service Manager update is now using an updated version of our charting library which now shows each data series in a single colour, hence the single blue colour in the bar charts but multiple colours in pie charts etc. We're in the middle of rolling our charting updates and colour/theme changes so we can look to see if its possible to reintroduce a range of colours for a single series of data as we move forward. Kind Regards, Dave.
    5 points
  26. @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
    5 points
  27. 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
    5 points
  28. 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
    5 points
  29. 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 points
  30. Is there a way to mark a team as the default team in Service Manager? We have people that are in several teams and when assigning automatically etc it assigns to the team that is higher alphabetically and we would like to choose a default team and then have the requests default to being assigned there. Hope that this make sense?
    4 points
  31. Would it be possible to have the ability to control the display order of Frequent Asked Questions (FAQ's) within the Service properties, so that they can be reorderd when displayed on the customer portal? Cheers Martyn
    4 points
  32. 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
    4 points
  33. @Victor@James Ainsworth Thanks to @Yodit for inspiring a solution to my problem regarding the inclusion of "between user specified dates" in report titles. Whilst she was writing a quick report to troubleshoot a problem, she offhandedly mentioned that she could instead of using the double sided "between", it could be written as a greater-than or equal to a user prompted date, and a less than or equal to a second user specified date. Brilliant! When done that way, and including the variables start & end for my user prompted values, I was able to produce this, which was exactly (or close enough) what I wanted.
    4 points
  34. @Alberto M @samwoo @Jeremy @Alisha We are working on an idea of sub-process which will be a workflow that can be invoked from another workflow. Still early stages so no dates or anything else atm.
    4 points
  35. If people are willing, can I ask for other companies/users to share images of their homepage screens in the Employee Portal? I just wanted to get a feel for what others are doing well and if there anything that we can steal/use in our set up...I will go first and include an image of our homepage!
    4 points
  36. Hi Jeremy, Finally getting there with our Employee Portal - the stock image is being replaced with some Corporate branding but overall this is how ours will look Many thanks!
    4 points
  37. @all The fix for this has now been deployed. Please see details in the thread message (top) regarding affected workflows. We are sorry for all the trouble this issue has caused. If there are further issues following this that are affecting your instance please let us know.
    4 points
  38. In this latest update, Team Hornbill have combined all of the fantastic new Service Manager features that were released in first two quarters of 2020, into a single update. If you missed some of these new features whilst they were being rolled out in the various Service Manager updates, please have a look at the link below for a refresher on this new functionality that is available to all subscribers right now. Here is a direct link to the latest edition: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2020_Q1/Q2 For links to our previous update round ups, please check out the Whats New Wiki Page
    4 points
  39. One element of our vision for Hornbill has been the elimination of the dreaded software upgrade that is typically both expensive and time consuming for customers. Being a solution operating in, and built for, the cloud, enabled us to adopt an agile development process that supports continuous delivery. Essentially, this means that Hornbill takes on new updates both regularly and seamlessly in the background and crucially, without you having to lift a finger. Up until this point, we have only been able to deliver on this vision for some elements of the solution, such as the Hornbill Platform itself and administrators still needed to press the update button for each of the applications. I am pleased to announce that starting at the end of the month we will be extending this across the whole Hornbill offering by providing automatic updates for the whole portfolio of Hornbill applications too. This means no more worrying about getting up to the latest application version and missing out on new features and functionality, and no more scheduling and attending CABs to approve that change each time an update appears. This, in turn, allows us to move towards smaller and more frequent updates; which both reduces risk and ensures customers get to see the value of each new feature as soon as possible. Please let us know if you have any questions.
    4 points
  40. @Adrian Simpkins Yes you are right and it would be wrong of us to impose those dates now, so assume that cut-off date is now deferred until further notice, the last thing we want to do is create addtional work for you guys while the country is fending off COVID-19 Gerry
    4 points
  41. Following recent Admin Tool updates the 'Icon' drop down in Widgets for Counter List Items is no longer returning any results, so you are not able to select any icon. Cheers Martyn
    4 points
  42. @Dan Munns et al, we are still finalising functionality, its been a little more complicated to wrap up than I expected, I would suggest another 2-3 weeks and we will have a preview for those of you that want an initial look/play. Watch this space... Gerry
    4 points
  43. Hello Everyone, I just wanted to post an update to let you know about our progress with ITOM, we are very close to releasing in preview to allow all those interested to learn more about ITOM and how we can help you automate and streamline your IT Operations. I was hoping that we would have been ready this week but thats turned out not to be the case, a couple of other priorities needed our attention. I am on leave from next week until the end of August and we have others on leave to, so my intention is to open up the preview in September to you, this conveniently gives us some time to do a little polishing, we are hoping you will love what we have done so far as much as we do, we think there is huge potential here and we want to be there every step of the way to help make that happen. In summary, the early preview and current status look like this: - Site Integration Services are implemented, its a simple one-click deploy to your server(s) and forget, software updates are fully automatic and all managed from the Hornbill admin console. We have created the first version of our Package Creator, this UI tool lets you package up files, scripts and other such stuff for deployment and execution. Once you have designed your package, you can publish ready for use in your instance, all simple point and click operations. We have created an all-new Runbook creator/editor, just like our BPM and ProCap, its a graphical tool to allow you to draw your automation flows, make decisions pass variables between processes and so on. As well as IT Automations you have Hornbill Automations and Cloud Automations. Our cloud automations cover numerous cloud platforms including Amazon and Microsoft so you can full manage all aspects of your cloud estate. We have created a new discovery tool, for computer discovery, including hardware specs, serial numbers, installed software and operating system options and network information, this automatically discovers and populates our Inventory database which allows you to automate any discovered device you choose as a managed device. A real time job queue allows you to monitor running jobs, view the status of previously run jobs and so on A Job Scheduler, allows you to schedule one-off and periodic jobs and run books We are currently building some baseline content (packages) to give you a quick-start to do common things like AD account creation, updates, password resets and so on, just like our commitments to build integrations in iBridge we are committing to create lots of content for ITOM over the coming months. While the main substance of the initial ITOM capability is now complete, we are doing a little polishing, ironing out the last few wrinkles. I will post another update in the first week in September to keep you all informed, so please watch this space. I have added a couple of screenshots below to wet your appetite.
    4 points
  44. 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!
    4 points
  45. 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
    4 points
  46. 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...
    4 points
  47. 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
    4 points
  48. @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
    4 points
  49. 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
    4 points
  50. 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
    4 points
×
×
  • Create New...