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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


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      3,236


  2. Victor

    Victor

    Administrators


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      560

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      4,405


  3. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


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      511

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      2,037


  4. Gerry

    Gerry

    Root Admin


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      366

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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 i
    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.
    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% automatica
    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 G
    9 points
  5. 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
  6. 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
    7 points
  7. 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
  8. 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
  9. 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 integr
    6 points
  10. 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
  11. 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
    5 points
  12. 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 hav
    5 points
  13. @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
  14. 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
  15. 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
  16. 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
  17. +1 Great job guys! we are excited to start working on this new amazing feature.
    5 points
  18. This is currently being investigated. We get an update to you as soon as possible.
    5 points
  19. @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 view
    5 points
  20. 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
  21. 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
  22. @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 ph
    5 points
  23. 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
    5 points
  24. 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 filt
    5 points
  25. 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
    5 points
  26. 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
  27. 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
  28. 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, p
    4 points
  29. 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 it
    4 points
  30. @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
  31. 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
  32. @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
  33. 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
    4 points
  34. @Gerry This is excellent news.....we're very excited and chomping at the bit to see what's coming! We have a lot of big ideas and plans about what might be possible, so roll on September! Good stuff.....
    4 points
  35. 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 d
    4 points
  36. 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
    4 points
  37. 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 eve
    4 points
  38. 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
    4 points
  39. 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
  40. 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
    4 points
  41. 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
  42. @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 pro
    4 points
  43. 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
    4 points
  44. 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
    4 points
  45. 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 knowled
    4 points
  46. 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
  47. When you send the presentations out, feel free to miss off the video of me ...
    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 syste
    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 t
    4 points
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