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Showing content with the highest reputation since 10/16/2017 in all areas

  1. 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
  2. 4 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
  3. 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
  4. 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
  5. 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...
  6. 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
  7. 3 points
    Hi all, I just wanted to share some tips on how you can take screenshots effectively, especially for when needing to take one for a forum post. Firstly. the basic snipping tool functionality in Windows isn't bad but is very limited. As per this post, I am going to suggest an even better application which will take care of ALL your screenshot needs. ---------------------------------------------------------------------------------------------------------------------------------------------------- What is Greenshot? Greenshot is a light-weight screenshot software tool for Windows with the following key features: Quickly create screenshots of a selected region, window or fullscreen; you can even capture complete (scrolling) web pages from Internet Explorer. Easily annotate, highlight or obfuscate parts of the screenshot. Export the screenshot in various ways: save to file, send to printer, copy to clipboard, attach to e-mail, send Office programs or upload to photo sites like Flickr or Picasa, and others. ...and a lot more options simplyfying creation of and work with screenshots every day. Being easy to understand and configurable, Greenshot is an efficient tool for project managers, software developers, technical writers, testers and anyone else creating screenshots. ---------------------------------------------------------------------------------------------------------------------------------------------------- It can be installed on: - Windows (Open Source so it's completely free) - Mac App Store ($1.99 / £1.44?) URL to download: http://getgreenshot.org/downloads/ ---------------------------------------------------------------------------------------------------------------------------------------------------- How to install it I have only ever used the Windows version so this is what I am using this guide for: (please note that your Infrastructure may have disabled your ability to install Applications. If so you should consult with them about installing Greenshot): Click on the URL above, and click on the link that says Latest Stable Either click Save to save the installation file somewhere (then open the file), or click Run to start installing it there and then. If you get a User Account Control pop up, simply click Yes. Press OK Accept the agreement and press Next > Press Next > Choose which Plugins you wish to integrate with and which Language you want to install for. In my case i am leaving the setup as Default. Press Next > If you want Greenshot to start when Windows start, simply press Next > otherwise untick the box and press Next > (note you will need to run Greenshot manually if you wish to use it after Windows start up) Press Install (I believe this installs Greenshot to the C:\Program Files folder) Once install Greenshot should be up and running. ---------------------------------------------------------------------------------------------------------------------------------------------------- Setting it up Greenshot will appear as an Application which sits next to your system clock in the bottom right hand corner. If you cannot see this icon, then you will need to run Greenshot manually by going to Start and typing "Greenshot" then run it. Right click on this icon and go to Preferences In the General tab you can specify the Keyboard shortcuts you wish to use depending on the type of screenshot you need to take. I've left mine as Default but feel free to set up your own shortcut combinations. Read the next section for information on each of the types of shortcuts ---------------------------------------------------------------------------------------------------------------------------------------------------- Types of screenshots Capture Full Screen - This is the same as pressing Print Screen on your keyboard Capture Window - This is the same as pressing CTRL + Print Screen Capture Region - When using this, your screen will freeze allow you to draw a region over the area you wish to take a screenshot of Capture Last Region - This simply freezes your screen and takes a screenshot of the last region you drew after Capture Internet Explorer - If you have Internet Explorer open, using this will take a screenshot of the page, and if the page has a scrollbar, it will scroll down and take screenshots of the entire page and combine them into a single output. Please note that whichever method you use, you will ALWAYS have a popup box asking you what you want to do with the screenshot. It is here you can choose what do with the image. ---------------------------------------------------------------------------------------------------------------------------------------------------- Save menu options Save as (displaying dialog) - As it says, allows you to choose the Save Location for the screenshot that you have just taken. Save directly (using preferred file output settings) - If you have amended the preferences in any way, you can specify which folder the screenshots will save to automatically. I believe the default would be your desktop. Open in image editor - As it says, allows you to edit the screenshot in Greenshot's image editor Copy to clipboard - Saves the screenshot to your clipboard. Useful for pasting straight into emails, or even onto a post on your Hornbill Instance Send to printer - as it says, allows you to print the screenshot and output straight to a printer. Microsoft ..... - Puts the screenshot straight into a blank document. If you've already done this once, then additional screenshots can be added to the same blank document over and over as many times as the screenshots you take. MS Paint - Opens the screenshot into Microsoft Paint Everything else is based on the plugins you chose from the installation. ---------------------------------------------------------------------------------------------------------------------------------------------------- "Open in image editor" save option This is the best part of Greenshot. It's in here you can annotate, draw and even blur out sensitive text. The selection tool is the one you will use to move elements around the editor. It is indicated via the mouse icon. the Draw rectangle tool is used to draw a rectangle on the image, used for hightling an aspect of the screenshot. The settings can be defined at the top, then the rectangle can be drawn onto the image. the Draw ellipse tool is exactly the same as the rectangle tool, but allows you to draw circles instead The Draw Line and Draw Arrow tools work exactly the same way, except the different is that the Arrow Tool simply has... well an arrow on the end of the line. Draw freehand allows you to draw onto the image however you like. It's probably better to use if you have an electronic pen and pad... my screenshot should show how terrible it is with a mouse. Add textbox tool is used for adding text to the screenshot Add speech bubble tool allows you to put popup text on the page Counter tool allows you to put counters in. Useful for showing which steps to take in which order. This counter increments automatically. Highlight tool as it says on the tin, allows you to highlight aspects of your screenshot The Obsfucate tool is my personal favourite, this is what i use to blur out sensitive information
  8. 3 points
  9. 3 points
    @Claire Holtham @samwoo @chrisnutt @nasimg @HHH @dconagh @SJEaton @paul.alexander @TrishaRush Documentation on the wiki for report scheduling and publishing reports to document manager, access on the mobile in PDF, CSV etc https://wiki.hornbill.com/index.php/Report_Scheduling The Supporting video also covers the options to use variable date parameters in your report filters which will be used when running the report or from the point when the scheduled report is run. For Example greater than Start of Today, This week, Last Month, Quarter etc.
  10. 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
  11. 3 points
    We already have a "Product Manager" app under development. It handles (or is planned to handle) the following major data entities. Products Components Releases Defects Features The basic aim of the application is to provide product lifecycle management. Once a product is defined, you can create releases. Released have a lifecycle so Planned, In Progress, Released as well as a status, Alpha, Beta etc... A release is essentially a container of Releases and Defects against a product. A release is considered feature complete when all Features associated with the release are implemented and all Defects associated with that release are Fixed. The application will allow you to manage/generate release notes etc. The Portal interface will provide a way for customers up-vote/down-vote features and defects, features and defects will also have a lifecycle, when they are open they will either be in the product backlog, or they will be associated to a release. Thats a very high level overview but thats the essence of the high level specification. The application is targeted at "Software Companies" who make and support software products they make. You can achieve the same thing using Service Manager, mapping problems to defects, enhancements to changes and releases to releases but I felt that the business of managing software products has some very specific needs that if we tried to meet with Service Manager would either be very hacky or would take Service Manager off in the wrong direction. I have no target date at the moment, the development work so far as been unprioritized. If there is sufficient interest from say 3 to 5 companies already using our platform who would like an app like this that we can wok with, and who would be willing to help drive the feature set and once built be willing to do a case study I would be keen to put together a working group and prioritise development of the application. In exchange for that early input, testing and roll-out I would of course offer those companies the use of the app for free, for life. @samwoo does that sound like the sort of app you are looking for? Interested? Anyone else interested at this point in time? Gerry
  12. 3 points
    I don't think it is sufficient to limit the use of progressive capture to that contained in the settings. I can envisage us wanting different progressive captures (with custom forms) dependent on project type. It would seem to me that the project type should allow a progressive capture & BPM to be assigned. Regards Keith
  13. 3 points
    @Lyonel I think in support of what @Martyn Houghton is saying, I would suggest the following strategies, but you should also consider why people find it difficult, that understanding is important when trying to change the way people work. So lets start with the idea that most of your people are going to be "wed" to e-mail and/or IM because thats the way they like to do things, thats what they are comfortable with. I had the exact same problem, the good news is I can pretty much guarantee that when you get your users to change you and they will be a hell of a lot happier and more productive, I have not seen an exception to that so far. Trying to explain the benefits at the early stages will be a waste of time, you need to lead people to their own conclusion, once they see it for themselves they will fully embrace the idea on their own. So this would be my top tips for transitioning your team to collaborate. First of all you need an overriding mission that you and your most progressive team members will buy into and totally support. I would recommend something like... "We are going to remove ALL internal team conversions from e-mail and/or IM into collaboration workspaces where we can capture and use the knowledge we create" and then... 1. Identify a small number of like-minded people in your team that can see the value in doing this. Get them into a room and discuss it and get general agreement that its what you all want to do. These people ideally should be some of your go-to people, the kind of people who are asked for help/support from within the wider team - I willl call these your "influencers" 2. Make a pact with your influencers that from this point forward you will only answer knowledge/how-to/general in workspaces (more on those in a moment). That means, if you or any of your influencers get a question via e-mail, instead of replying and answering the question, ping it back with a link to the relevant workspace and politely ask the requestor to join the workspace and post the question in there. You need to be disciplined here and possibly even mildly aggressive, so save for an absolute emergency where an immediate call for help is required, stick with that policy and force the issue. This is the point @Martyn Houghton is making and he is spot on here - this sis the key thing to do. 3. Select your workspaces to create wisely. Don't create too many to start with. I would start with 5. Pick a project where there is a lot of communication as one of them and add all of the people in the project conversation to that workspace and instruct/guide them to use the workspace instead of email, ideally one of your influencers will be authoritative enough in the project team, the project manager ideally to force the issue on the project where needed. For the other four workspaces pick your top 4 "knowledge conversations", for example, if you do a lot of SAP support, you will ideally have your top go-to SAP guy.gal as one of your influencers, get that person to create the SAP Support workspace and follow the rules around questions via email in step 2 above here. 4. Start asking people "have you posted that in the workspace" if someone walks up to your desk and asks you a question that you think would be generally useful information, simply ask something like "would you be kind enough to post this in the XYZ workspace, I think that question and my answer would be really useful for other team members", that way your question-asking team members are now getting to create and share knowledge in the process of just doing their job, tell them that and praise them for being part of your new way of working Now depending on the make up of your team will depend on how long it takes the penny to drop for the team, as a general rule, if your influencers alone do this, the people who benefit from their efforts will say positive things, and once everyone starts to see "success", they will pretty much all jump on the bandwagon, and that that point I think you will be very surprised at how fast the transition happens. I would give yourself from 1-3 months to gain momentum and up to 6 months for a total transition. You and you influencers will need to continue to advocate and influence for the first 6 months. Your measure of success will be when your email inbox is only filled with emails from people outside of your team and junk mail and your team members (when you ask them, should we stop using workspaces and go back to email) will so no way, we cant live without this - how did we work before we were doing this... I am happy to talk you through any aspect of this and help you on any specific issues to run into. Just keep in mind your job here is not to roll out a collaboration tool, your job is to coerce your team into becoming more collaborative through an electronic tool. I promise you though, the effort is worth it. Hope that helps. Gerry
  14. 3 points
    @Lyonel From my experience, I have purposefully stopped responding to my colleagues who ask me questions via email or IM. I copy their question on to the appropriate workspace prefixing it with their user id tag, then respond to the question on the workspace. Though it takes a while to get through this stage, it does start to get through and make a difference eventually. Cheers Martyn
  15. 2 points
    We would like to have the ability to trigger the raising of new requests from incoming calls from external telephony systems. When a call is received by the service desk telephony system, the system should be able to raise a request for the operator who accepts that call on his or her soft phone or phone application. The callers number should be matched against the customer data in Hornbill to fill in the Customer-field. The external systems could be systems like Trio, Avaya, Asterisk and Skype. A generic CTI is much preferred, but our current requirement is Skype.
  16. 2 points
    You can get this kind of data from: SELECT COUNT(*) AS num_calls, CASE WHEN DATE_FORMAT(h_datelogged, '%H') < 8 THEN '00' WHEN DATE_FORMAT(h_datelogged, '%H') > 17 THEN '00' ELSE DATE_FORMAT(h_datelogged, '%H') END AS logged_hour FROM h_itsm_requests GROUP BY logged_hour ORDER BY logged_hour but I'm not sure if you could get that into a Widget or not. (00 denotes logged outside of working hours)
  17. 2 points
    Hi @SJEaton and @Dan Munns Our changes work through a process of being designed and planned to a point where it then goes into a 90-day queue. Once a change is in this queue, we look to have it available within this 90 days. This change has made it to the 90 day queue but development work has not yet started. This suggests that the timeline for this change is to have it available over the next 3 months. We have hundreds of great feature requests and each couple of weeks, we are able to provide new features that are available to everyone. We put a lot of effort into assessing and planning these requests to provide a good spread of new functionality that supports our different customers. As you have done here, please keep active on the forums whether it be suggesting a new features or promoting something that has already been asked for. Regards, James
  18. 2 points
    @David_Wilson At the moment your BPM node is using the 'Application' scope which is the legacy approach (I beleive). We use the 'Entity' - Request and then use the Assignment type within this. In our case we assigned the the service team (screenshot below), but there is an option to assigned to a named team as well. In terms of priority you should also be able to set this as well via the 'Entity' methods Cheers Martyn
  19. 2 points
    @MikaP i have just checked and these do not have the required translation strings. We will get this fixed and post back here once the translation strings have been added, so you can then use them to translate those into your required languages.
  20. 2 points
    @dwalby Its a fairly big change so we will be introducing it side-by-side, I expect it would be in preview before Q1 is done. I will post soon about what we are doing. Gerry
  21. 2 points
    @Darren Rose @Lyonel Just an update here on a couple of the points raised. 1. It is now possible to fix the currency for the each project 2. Total Running Costs are now shown and the Project Budget on the Project Costs view 3. On the project overview view, you can see in percentage terms the current project running costs against the project budget 4. You can now attribute hourly rates to all project stakeholders, and when adding resource time to project tasks - this time is added as Resource Costs to the project (working on resource time x their hourly rate) , allowing you to include project resource costs alongside other project costs. Hope this helps
  22. 2 points
    @HHH Home > Hornbill Collaboration > Simple Lists > Industry in the admin screen
  23. 2 points
    This would be a great feature. To give some background. We manage an internal (to my dept) project list covering many technical and business related projects. However, we need to report some of these projects upto senior management who are not Hornbill Analyst users. If they were able to see the projects which they were stakeholders of in the portal, that would be very useful. Thanks Keith
  24. 2 points
    @SJEaton here is a few examples of what we use here. All 4 examples below serve a different purpose, but they are all focused on customer feedback. Management Dashboard / KPIs: Live screen of "this month performance" "End of month report" dashboard "End of month meeting" dashboard It is a mixture of widgets based on measures, others are retrieving data directly from the database. I hope this helps you a little bit... Lyonel
  25. 2 points
    Our Datacenter has now confirmed the networking issue has been resolved. Please let us know if you are still experiencing any issues. Kind Regards Trevor Killick