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  1. Stuart Torres-Catmur

    Stuart Torres-Catmur

    Hornbill Users


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      3

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      177


  2. SamS

    SamS

    Hornbill Developer


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      2

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      1,170


  3. Ricky

    Ricky

    Hornbill Product Specialists


    • Points

      2

    • Content Count

      193


  4. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      2

    • Content Count

      3,507


Popular Content

Showing content with the highest reputation since 04/14/2021 in all areas

  1. Hi Some of our request forms are quite lengthy (e.g. HR recruitment) and can take some time to complete. Customers find that sometimes they lose their request part way through filling out the form due to poor network (local issues - we have many staff working from home at the moment!) If it were possible to save a request before a customer submits it, this would not only mitigate network problems that may occur during form completion, but would also significantly expand the business potential of the product. We could create far more in-depth Progressive Capture forms (e.g. que
    2 points
  2. Hi @Ade M This appears to be an issue with case-sensitivity, and is fixed in the latest Core update which will be applied during your Maintenance Window tonight.
    1 point
  3. Hello, Please could we have the ability to use Snippets in request updates? Sometimes we just need to update the Timeline with some standardised text so this would be useful here. Many thanks, Alisha
    1 point
  4. Thanks @Rashid.Ahmed I'll take a look to see what I can find.
    1 point
  5. @David Hallthank you. I forgot it was mixed in with cost centre, department, division etc. I thought that company had it's own management list. All sorted now - many thanks.
    1 point
  6. Hi Andy, Thanks for your post. The suggested items from the Knowledge center use the different progressive capture forms for narrowing down the results. If you have the details progressive capture form first, it is likely to return many results that simply match the text, and then the results should be further narrowed down once a service has been selected. If the Service progressive capture form was first, it would filter these down from the start to just those related to the selected service. You may also be getting some extra results for the agents if they support additional s
    1 point
  7. +1 for read only view for logged in guest (external users) is what we were looking to use it for. @samwoo like your idea of having it as a widget for internal use on the Employee Portal. Doing the same for the Customer Portal would also fit our requirement as well.
    1 point
  8. Hi @Joe The IP adresses you require are found in https://wiki.hornbill.com/index.php?title=Hornbill_Cloud_and_Platform
    1 point
  9. @Ade M @Daniella R. Goral @HGrigsby this feature is now available in the update which went live this today
    1 point
  10. I'm trying to figure out how the authorisation node in a BPM is linked to an email template. I want to edit the node to point toward a different email template, if at all possible. The desired goal is to customise the type of email an authoriser receives in different BPM's instead of having one generic template that is used for all scenarios. Can anyone help with this? Approval.docx
    1 point
  11. @Adrian Simpkins where / who is using the progressive capture form? * Is it your agents in the user app * supported user via employee portal * supported user via service portal All of the above? Is there anything in your progressive capture - conditional fields / branching which may result in the dates question being skipped under certain conditions? Steve
    1 point
  12. @AndyGillyI can see that the Manage Executed Processes feature does not allow resuming a process after failure. I have asked the Dev team to look into the issue and if it is possible to implement the feature. The interface used for both BPM and Runbooks; however, Resuming a process is not supported for Runbooks. I will get back to you as soon as I get a reply. Ricky
    1 point
  13. Hi @Ricky thanks for coming back, we have been using this view I was more after my options once we have a executed instance that has an error currently it seems we only have the re-run process option, but it very likely we dont want all steps to be re-run. Ideally, you would want the option for the runbook to restart from the failure point. hope that makes sense thanks Andy
    1 point
  14. Hi @AndyGilly, I will chat with the dev team and get an update on any progress. Ricky
    1 point
  15. @Alisha we will have to raise a support request to investigate this. EDIT: we have raised it you should have received a notification email in this regard.
    1 point
  16. Hi Alberto, This is one of those tough scenarios where there is a difference of opinion on the behaviour. At the moment, the default visibility is only meant as the starting point for when you open a request. This is why refreshing the page returns to the default, as it behaves like you are opening the request. While I am more aligned with you, others suggest that they want these to persist for the duration of an agent looking at the ticket. For example an agent has multiple customer facing updates that they want to apply, and the default is set to team, they want to set the visibilit
    1 point
  17. Hi All, We have updated your Hornbill instances with the fix for this issue. Ehsan
    1 point
  18. @Ann thanks for your post. This functionality is still relatively new and we have many more things planned for the integration, including different points/triggers for starting and stopping these events. We did consider the idea of being able to pause an event when first developing the functionality but ultimately it led to multiple scenarios that we didn't feel we should cater for. As an example, we have something in the pipeline that will give an overall metric of time spent with a supplier for each request, regardless of the number of events that occur. We feel this is better than gettin
    1 point
  19. Hi Please could I have a response to this post? Any ideas around how this could be achieved would be helpful. E.g. inserting a url into the ProCap request that opens up a form that can be saved at a location and then later be transformed into a submitted request once complete via embedded buttons?
    1 point
  20. Good Morning, Has there been any updates to the way that Hornbill manages notifications? I'm finding my team are missing actions due to the lack of email notifications. It would be incredibly beneficial for us to have email notifications as it's unrealistic for us to have the Hornbill page constantly open in a browser, or the mobile app installed. Many thanks, Pip
    1 point
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