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    Victor (Offline)

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    James Ainsworth

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    Steven Boardman

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    Martyn Houghton

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Popular Content

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

  1. 20 points
    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!!
  2. 9 points
    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.
  3. 9 points
    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 !
  4. 9 points
    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
  5. 8 points
    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
  6. 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
  7. 6 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.
  8. 6 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.
  9. 5 points
    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
  10. 5 points
    @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
  11. 5 points
    Just to say thank you for all of your support @Hornbill Support Team we have gone live with this about an hour ago!
  12. 5 points
    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.
  13. 5 points
    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
  14. 5 points
    +1 Great job guys! we are excited to start working on this new amazing feature.
  15. 5 points
    This is currently being investigated. We get an update to you as soon as possible.
  16. 5 points
    @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.
  17. 5 points
    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
  18. 5 points
    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.
  19. 5 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
  20. 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
  21. 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
  22. 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
  23. 4 points
    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.
  24. 4 points
    @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
  25. 4 points
    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
  26. 4 points
    At 14:40 GMT for around 30 Minutes a large number of customer Instances were unavailable. The problem was caused by a deployment issue with our configuration data, which prevented our nodes from serving API requests. This meant that customers were unable to log in or access any Hornbill services once the backup caches were timed out.TimeLine14:36 - Change made to configuration database which is replicated to all data centers within 5 minutes.14:40 - Instances began taking on new configuration data, which was mal-formed, causing instances to fail and unable to respond to API request14:45 - Root Cause Identified and located14:58 - Fix Implemented and deployed15:00 - 15:19 All Instances services were recovered and restarted15:20 – Service across all regions and data centers fully restored and verifiedDescriptionOne of the most critical elements of our service is our configuration infrastructure. It’s a distributed system with high levels of redundancy in every data center, but in this instance, the structural integrity of the configuration data (XML content) was broken, and this caused an almost immediate problem for every instance. There is a redundancy scheme in place to ensure that should configuration information be unavailable our nodes will retain cached copies for up to 8 hours in memory, this should have prevented an immediate problem, but unfortunately this unusual event showed up a secondary problem which meant the cached configuration was not used, causing many processes to fail.As a result of this outage, we have made a number of important changes to our configuration infrastructure in order to remove any possibility of this particular problem from occurring again in the future. We have added integrity checks on configuration data generated from our CMDB before it is written to disk, this will ensure that no broken config data can get replicated beyond our distribution servers. We have fixed a defect in our handling of configuration data to ensure the cached data will be used in the case of a config data error, as per the original design intention. We are reviewing our operating procedures for restarting processes to reduce the time taken. Ultimately, this service outage was caused by a software change which we made which had an unexpected knock-on effect which we had believed we were resilient to, this turned out not to be the case. We take the quality of our service very seriously and pride ourselves on having a very high-quality service from a reliability and availability point of view. We would like to apologize unreservedly for both the outage and for any disruption caused, we have done everything we can now to ensure this cannot reoccur, thank you for your patience and understanding.
  27. 4 points
    Hi All, I believe this is very close to being released, in the next two to three weeks it should be available for you all to deploy from the Hornbill App Store. For all existing customers it will be free to use, so no additional cost, and even better, under Priced for Life it will remain free for you, for as long as you remain a subscribed customer. Watch this space, its coming... Gerry
  28. 4 points
    Hi @Adrian Simpkins, @Nick Brailsford, Thank you for you interest. We are going to have a series of meetings about this, but to give you an idea, we think that between 5-6 weeks you will be able to have a preview release with the basic functionality. That way you will be able to explore a bit and start configuring your services you wish to expose in the new portal. Still both portals will be available and you will have a choice to enable or not the new and old portal at any time. That will also be a good time for you to give us feedback. From that point, we will be releasing every two weeks updates and in about 8 weeks we will have a production ready and stable version of the new Employee Portal. We will keep you updated once we have more accurate details. Thank you, Daniel.
  29. 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
  30. 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!
  31. 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
  32. 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
  33. 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
  34. 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...
  35. 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
  36. 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
  37. 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
  38. 4 points
    Here is what you can expect from the new Service Details node:
  39. 4 points
    When you send the presentations out, feel free to miss off the video of me ...
  40. 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
  41. 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
  42. 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
  43. 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
  44. 3 points
    Can the time spent entered on Request List actions be included in the header information displayed on the timeline entry that is inserted into the request activity stream, so that is possible to see the time spent on each post without the need to open the timesheet dialog in the right-hand side. This would allow the timespent information to be viewable when printing the request. This information was visible on the Call Diary view in Support Works, so it would be good to implement this functionality in Service Manager. Mock-up This could be configured as system setting or at service level, so it can be turned on or off, depending individual preferences for the instance. Cheers Martyn
  45. 3 points
    @all We are experiencing an issue with some of our database servers and some customer might be affected. The service might be fully or partially disrupted. We are working on this. For further updates please follow: https://status.hornbill.com
  46. 3 points
    @Shamaila.Yousaf you need to have the following right to see the reporting option under the Service Manager tile: * Service Manager Reporting In the admin console you will also need to enable the following system setting: Admin Console > Service Manager > System Settings This will then show the following option: You will find some of the reports shown at INSIGHTS in there now, but the next Service Manager update due out early next week will add to this as follows: * Ability to use custom columns to build report criteria * Ability to use custom column data in the report columns you configure to display * Additional reports including: Incidents and Problems fixed by a Change Incidents and Problems caused by a Change Requests with Connections Requests with Overdue Tasks Closed Requests Also recall that each of the existing reports allows you to create you own custom reports, so for example the default Active Reports could be used to create hundreds of variants using the clause builder and the grouping options, for example Open Incidents by Team, or Priority, Site etc Active Service Requests Raised in the last 30 days by Hope this helps and do look out for the next Service Manager update next week which will give you lots more capability Steve
  47. 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
  48. 3 points
    @dwalby Ha, funny you should mention that, we are currently working on our next major incarnation of the service portal (more news on that soon) and one of the many new things it includes is exactly what you are suggesting Watch this space... Gerry
  49. 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
  50. 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
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