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Showing most liked content since 01/15/2018 in all areas

  1. 1 point
    @Dan Munns "a lot of work has gone (is going?) into pushing the portal as the best thing for the user since dress down Fridays" superb... I think you have it spot on, any business justification (such as for audit purposed) that gets your users on the portal will ultimately be better for your customers and you, frees your team up to deliver higher value work. Email is the devil when it comes to sucking up time for IT ... its always easier for people who want help from IT, just fire an email and make their problem IT's problem, but allowing that cuts off every possible avenue you have as a service provider to improve the service you deliver - kudos for getting those numbers. You also said, "The above chart is over a 6 month period from July to Dec 2017. Looking at our monthly stats almost (sometimes over) half of all our calls are password resets taken over the phone " so how can we help you automate that, it would be a big win for you guys if we can right? Gerry
  2. 1 point
    @Lyonel yes the analysts chunk is mainly password resets for NT accounts. If a user calls to log an SR over the phone though they get told they HAVE to use the portal. The above chart is over a 6 month period from July to Dec 2017. Looking at our monthly stats almost (sometimes over) half of all our calls are password resets taken over the phone The amount of email logged calls should drop even further as quite a lot of those above were logged from monitoring sources and we have a project to determine which emails are useful (ie warrant a ticket) so we can auto log them and get rid of the rest.
  3. 1 point
    Hello, Not sure if I've spoken to folds about this before or not, but it's something that's frustrating me! If I want to quickly search for tickets that include a certain detail, for example the below when I want to see tickets that mention "greyhounds". The results are not in any particular order. Or they look like they go by class, then date... but then on the next page there's more of each class with differing dates again. With most search results you can change how these are sorted. Like you can click a date column and have it sort by Date Logged, or Owner. But in Hornbill it seems you cannot do this? Are you guys working on any improvements to this, or am I doing something wrong?
  4. 1 point
    @Gerry, @Patrick Bolger I do not disagree with any of what you said! And I wish we could stop emails altogether but it will never happen in my company. So, given a bad situation, I am trying my best to use Hornbill and convince users to log calls themselves, go onto the service portal, provide feedback, etc. Having the option to resolve a Service Request with a FAQ entry would considerably enhance this communication strategy (my only option here as I can't remove emails at all) as it would literally force the user to realise the information was already available to him/her. Of course, the template for emails is extremely helpful for this communication strategy and I am planning on a new "marketing campaign" to promote the service portal. @Gerry if emails were down for 2 days, most people in the IT department would get the sack! that's why we moved to Office 365, so that it does not happen (or if it does, not really anything we can do about it). Joking aside, if emails were down for more than a couple hours, it would be "the end of the world" for top management (and almost "holidays" for everybody else as we could actually focus on our jobs instead of emails)
  5. 1 point
    Hi @dwalby While this is being looked into, I was thinking about your wiki and I would imagine that it would take some time until all is moved to Document Manager. I have a custom button on requests that searches the Hornbill wiki. To do this just do a normal search on your wiki, take the URL from the results page and make a custom button with it, and add the summary or description variables where you see your search text. I thought that having this on your requests may help until Document Manager is ready for you. You can do the same with Hornbill Workspaces Workspaces become a great place for less formal knowledge. It is amazing what useful information can get captured through a discussion on a workspace. Regards, James
  6. 1 point
    @dwalby Could you not add the documents to collections? So all your installation documents get added to the 'Installs' collection. Use a naming convention that is the same for all documents (and enforced) and tag the document with the software name only. So... Install - Client - Kypera.doc Install - Server - Exchange.doc Install - Client - <SOFTWARE>.doc Office - Outlook - Out of Office.doc Office - Excel - VLOOKUPs.doc for examples. You just need to make sure you have the fields for your naming convention set out to cover most things before you start. Otherwise you may end up with Microsoft - Client - Office 2016 - Outlook - Shared Mailboxes - Adding a shared mailbox.doc Previous places I have worked also wanted version and dates added to file names so it can get complicated but if the fields are sorted out from the get go and don't change it can work really well. Or we might get Hornbill to add boolean operators to the filter field (if we ask very nicely ) as a search of 'Kypera AND install' would have returned the correct result.
  7. 1 point
    From another post I believe I read that the next SM update is due in a couple of days.
  8. 1 point
    @Keith it seems I was talking rubbish ... ... The fix is not yet in live instances, it will be on the next Service manager update... I have no idea why I thought it was already available... I am sorry *sniff...
  9. 1 point
    I have now resolved the issue buy chance more than anything. i amended the auto task with the following
  10. 1 point
    Hi @dwalby, I've placed a change for adding a view that can be reached by a link from anywhere in the system. So basically when you see the site name you will be able to click on it and you will be taken to the site details in the same Collaboration Core. The only thing is that this can take some time to be developed because of other priorities but I'll keep you informed. Daniel.
  11. 1 point
    People have a status quo bias, and don't like change. The problem with most efforts to deploy self-service, is that they're driven by IT, with the intention of reducing costs, rather than being driven (with the customer) to improve the service experience. Some of the best deployments I've seen have involved feedback from customers/users from start to finish. They focus on what the customer/user wants to do and see via the portal (FAQ's, Knowledge, videos etc). Customers usually want a simple way to say "Something's broken", or "I need something" and be able to see what's happening with their requests. The experience should be better and quicker than email. However, regardless of how good it is, you'll still need to promote the portal and an easy way to do this is with a soft launch. Get service desk staff to say "Did you know you could have logged this via self-service?" After a while, they can say..."Is there any reason you have not logged this via self-service?" The message will need to be consistently reinforced. At the same time, the "What's in it for me?" messages need to be marketed to users, e.g. Self-Service is open when we're closed, You can access popular FAQ's 24/7, etc. Although I accept that each industry is different, people are generally the same, and will use any channel that's easy to use, and delivers the best experience. Changing their current habits isn't easy, but it's worth it for both the customer and the service desk.
  12. 1 point
    Hi @dwalby Thanks for your post. One of the things that I'm investigating at the moment is to see if we can provide some information on a User's profile where their primary site is listed. Possibly a hover-over popup that shows the address. We can also look to do something similar in the Request details. I'll let you know what the outcome is. Regards, James
  13. 1 point
    Hi @DC-BEN, no problem. Yes, the queries are run from Database Direct; hope your colleague can help. Regards Armando
  14. 1 point
    Hi @dwalby, Just to let you know that embedding Microsoft Streams is now available in Hornbill Collaboration You should be able to embed them by pasting a link into a post or comment. Thanks Trevor H
  15. 1 point
    Hi @DC-BEN, one way of identifying duplicates would be running a query as described in this thread This way you will have the IDS of the duplicated Assets Hope this helps Armando
  16. 1 point
    Hi @Darren KIng, This should be available now, the following application settings can be used to specify a redirect on logout app.core.logout.redirect.url to redirect the Hornbill Collaboration client guest.anonymous.portal.core.logout.redirect.url to redirect the customer portal guest.anonymous.servicePortal.core.logout.redirect.url to redirect the Service portal You should be able to set these in the Admin tool under Hornbill Collaboration > Settings and should set the full URL that you wish to redirect to, eg https://www.hornbill.com/ Hope this helps, let me know if you have any problem Thanks Trevor
  17. 1 point
    Hi Sam, This hasn't yet reached the 90 day development queue. However, it is currently being planned and we should see it move to development before too long. Regards, James
  18. 1 point
    @David_Wilson to answer your question: YES you need to use a license for a user to consult dashboards. It is NOT part of the basic user model...