Jump to content

Leaderboard

  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      173

    • Content Count

      3,236


  2. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      129

    • Content Count

      2,037


  3. Victor

    Victor

    Administrators


    • Points

      121

    • Content Count

      4,405


  4. Martyn Houghton

    Martyn Houghton

    Hornbill Users


    • Points

      107

    • Content Count

      3,112


Popular Content

Showing content with the highest reputation since 10/20/2019 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. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. @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
  10. 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
  11. 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
  12. 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
  13. +1 Great job guys! we are excited to start working on this new amazing feature.
    5 points
  14. This is currently being investigated. We get an update to you as soon as possible.
    5 points
  15. 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
  16. 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
  17. 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
  18. @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
  19. 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
  20. Hi Alisha, Something that may help is we are looking to include the use of User Templates when manually creating a user. I'll let you know once I know more about progress on this.
    3 points
  21. The 1 hour difference will be due to BST. The database will be storing the date in UTC. After October 25th when the clocks go back to GMT, you won't see that hour's difference. I will look to see if this should be exporting the dates as they are viewed in the request list rather than what is stored in the database. You may also find that there might be some date options in Excel to specify your location which will format it for you. Regards, James
    3 points
  22. Hi @LifeOfJonny , @Alberto M , @Chris Bardell The manager and Custom Attributes have now been reintroduced for Basic Users in a redesigned view, with the manager now residing on the main tab, and the custom attributes in their own tab.
    3 points
  23. Hello, Just wanted to say the new forums look and feel is really nice. Quick question - As we can defined our own tags (and have been able to do so forever), is there any scope for pre-defined tags so everyone should use the same tags for sameness and searchability (i.e. Enhancement Request, New Feature Request, Issue)? Sometimes I like to see what New Feature Requests were raised so I can read through and add my vote if I like it. Feel free for others to add feedback below. Thanks, Samuel
    3 points
  24. @AlexOnTheHill @HHH in a release to our admin console (Scheduled for next week), we will be introducing a Search option on your business processes. This feature will allow you to enter a search term, and this will search all attributes of all nodes in all your processes, and then return a list of processes which match, and a count of the nodes inside each process which have a matching term. So in this example if you have the name of the EMAIL TEMPLATE you can search for this, and the results will list all processes, and the number of nodes in those processes where there is a match.
    3 points
  25. Is there an update on this as we are finding in these times that this is becoming critical as analysts are having to download and view these attachments on their machines opening up data protection issues as we can't then control these attachments. Please can I ask for this to be looking into again, there has also been a lot of people on this thread and others that have mentioned a similar desire and think it has a lot of support in the community?
    3 points
  26. So with the ever increasing push to get Service Manager into every nook and cranny of our organisation we have come up with a less than unique situation, we are currently working with our Health and Safety office to bring them on board but they do not have the same ITSM framework etc. Therefore we wondered if there was a way to change their prefixes of their requests maybe per service.... so that they can raise HS00658420 rather than SR or IN? Going forward HR could then have HR000548545 and Marketing MKG00248887 for example. We would set the system to default to IN/SR/CH etc for I
    3 points
  27. Hi Adrian, We do have an existing change in our backlog for this requirement. I'll add your interest to the change and I'll update this post if there is any movement on delivering this. Regards, James
    3 points
  28. 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.
    3 points
  29. @Jeremy the option already exists if you go to shared views there is a manage option - for servicdesk admin https://wiki.hornbill.com/index.php/Request_List_Views From here you can make the ownership changes to yourself or another user
    3 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?
    3 points
  31. @Jack_Podmore @sprasad @Jeremy @AndyHill @Alberto M Happy to report that we have a fix for this issue and this will be automatically rolled out to you today, so the issue should be resolved shortly. Kind Regards, Dave.
    3 points
  32. The fixes are being applied now. @Ann-MarieHolloway i'll let you know when your instance is updated.
    3 points
  33. @Jeremy @Kelvin @Tina this setting is now enforced on the employee portal
    3 points
  34. Hi I have a few requests which will be logged via CI's on the portal and all of these requests use the same Service. But - for each request I'm going to need a different email template to be available as the default when the email function is used in the ticket. I know that there is a default email template setting for each request TYPE per service, but I really do need to be able to change this setting per Catalog Item. Is that possible? Or is there a way of using an Auto Task which might help? OR is there a way of limiting the email templates that someone could pick fr
    3 points
  35. @Alberto M we are currently testing the next update internally. I will post here as soon as it's available. Alex
    3 points
  36. Hi Jamie, This message will normally be displayed when you have requests that are using this particular workflow and they have not yet completed the workflow. It is possible to trace this back to find out which requests these are. Using the Manage Executed Processes on the list of Service Manager BPMs in Administration... You should be able to get a list of BPM Instances that are still active. In this example, I have used the filter to list of BPM Instances that used the BPM workflow, and then I selected In Progress for the status. For newer requests,
    3 points
  37. 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
    3 points
  38. @Martyn Houghton @Alberto M, I am pleased to inform you that this change has now been implemented and is in the testing phase. Please look out for this in the next update to the Admin Tool. Ehsan
    3 points
  39. @Darren Rose thanks for your post. Yes this is something that is being actively worked on at the moment. The concept of creating 'basic tasks' where you just literally need to give the task a name. This ties into our planned functionality around planning and scheduling of projects and their resources. Hopefully we will have some updates to share soon. Alex
    3 points
  40. @Adrian Simpkins Great to hear you have it rolled out and you have a little breathing space, well done you and your team, no small feat at all. I hope you have had great success and our platform has at least helped you in your efforts. Gerry
    3 points
  41. Hi All So now that I have had a moment to breath just wanted to update that we have now implemented Hornbill across all 3 hospital sites. Again I wanted to use this Forum to say a great big thank you to you all for the support I have received, I am always blown away by how helpful everyone is, an excellent community for sure Many thanks !
    3 points
  42. I would love to see the dashboard features expanded so they could be used to plot trends and not just the statistics from the previous month/set time period. This would save me having to export the data and using a pivot table to plot the annual trend, e.g. tickets logged by service for the last year, by month. It would also be good to see the standard reports expanded within the Reports section too, e.g Average ratings by service. I'm a big fan of the dashboard which helps me to provide monthly management statistics in a graphical format and if it were to include trend analysis that
    3 points
  43. This change is still in our backlog. I've reviewed the requirement and to start with we will look to only make the Timeline read-only on the portals once the request is closed. It will also be a single setting for all requests. More options can be added in the future, but to speed up the availability of this I've limited the functionality that this particular change will provide. It still needs to be scheduled, but I will provide an update closer to it being available. Regards, James
    3 points
  44. @Neil Smith, @Charlie Jones, @Vikki Cameron, @Blowerl, @Philip Walker, We have identified the cause of this issue. This will be patched directly to your instance very shortly. Apologies for the inconvenience that this has caused. For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions: https://wiki.hornbill.com/index.php/Business_Process_Designer Thanks, Ehsan
    3 points
  45. Hi @Lauren The following should give you the results you need. This will give you the previous months results based on the current date: Here is the text if you would like to copy and paste: YEAR(h_dateresolved) = YEAR(CURRENT_DATE - INTERVAL 1 MONTH) AND MONTH(h_dateresolved) = MONTH(CURRENT_DATE - INTERVAL 1 MONTH) Kind Regards Bob
    3 points
  46. All, This has been restored. We will provide a full update shortly. Kind Regards
    3 points
  47. @Gerry and @Steve G Great presentation and we're very much looking forward to getting our hands on it! Thank you....
    3 points
  48. Morning @Ann Sorry for the delay in getting back to you on this one. Unfortunately at present we don't have the option to add to the State or the Operational State fields. These are not driven by Simple Lists and are out of the box options. As you mentioned, Sub States are available however and they can be used against one of the 3 default states (Current, Active, Archived). You can create these yourself, and manually update assets - or the substate can be updated from a bulk import mechanism too, such as CSV Import or our Asset Data Import utility. Substates are configured in the
    2 points
  49. If this is to be implemented please make it a per service setting
    2 points
×
×
  • Create New...