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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      157

    • Content Count

      3,042


  2. Victor (Offline)

    Victor (Offline)

    Administrators


    • Points

      155

    • Content Count

      4,327


  3. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      129

    • Content Count

      1,979


  4. Martyn Houghton

    Martyn Houghton

    Hornbill Users


    • Points

      124

    • Content Count

      2,957



Popular Content

Showing content with the highest reputation since 07/16/2019 in all areas

  1. 20 points
    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 impressive, possibly the best he has seen in any company he’s audited. Asset Management is something we have been working on to improve since a non-compliance last year, and the comment about SM being possibly the best he has seen is a VERY comforting and humbling statement. Considering the work we have all put in (and this includes the staff at Hornbill) to get things to where they are now, it is so nice to know that it doesn't all go unnoticed. Also, now that we're all trying to work from home while still trying to keep our operations and processes flowing as usual, the Hornbill platform is proving that we don't all need to be in the office sat at our desks to get things done. So, we'd like to thank Hornbill for helping us get to where we are, and that we now have written proof (not that we needed it) that our partnership with you is reaping great rewards! thank you! And keep safe!!
  2. 9 points
    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. As you face your own business challenges, remember that every member of the Hornbill community is facing these too. Please reach out to this group, share your challenges, and ask for help. People have already addressed issues that you are about to tackle, and in true Hornbill Community form, they will be happy to help, despite having to keep their own plates spinning. As you tackle the huge task of enabling remote working, keeping information flowing between your teams it is more critical than ever. Over the last seven years, collaboration has become part of Hornbill’s DNA. We can offer guidance, advice and free collaboration licenses to help you through this crisis, and as a community, we can do even more. Please let the Hornbill community know the issues you’re struggling with, and although we’re all flat out, you will get help, because we’re in IT together.
  3. 9 points
    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% automatically into our teams. We have 2 more sites to bring on board, and I am sure I will be asking some more questions ! Thankyou all !
  4. 8 points
    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
  5. 5 points
    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 have had at every Hornbill INSIGHTS meeting is for us to extend the automated updates to applications that are installed on your instance, so I am delighted to be able to tell you that we have now reached the point where we are able to do this and will be turning this on over the next 2-3 weeks. The main sticking point for us this end was building out, and ensuring we had robust automated testing for each application, which we are now satisfied we have achieved. Once we switch over, application updates will be automatically applied to your instance within the maintenance window you have set. You will also receive email notifications advising you of updates to applications when they happen just like you do for platform updates (assuming you have that configured). You will see that the "Update" button will still be present in the Admin tool when there are new updates, so if there is a need to update in an emergency, for example, if we pushed an urgent hot-fix that you need to apply, you could do that immediately without having to wait for the maintenance window. However, when updates are made available, they will be applied automatically at the first opportunity within the maintenance window configured for your instance. This was a much requested change that I know a lot of you have been asking for, expect to see this change in the next 2-3 weeks. Thanks Gerry
  6. 5 points
    @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
  7. 5 points
    Just to say thank you for all of your support @Hornbill Support Team we have gone live with this about an hour ago!
  8. 5 points
    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.
  9. 5 points
    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
  10. 5 points
    +1 Great job guys! we are excited to start working on this new amazing feature.
  11. 5 points
    This is currently being investigated. We get an update to you as soon as possible.
  12. 5 points
    @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 viewable from a ticket as they would give ideas on how to resolve Incidents or fulfill Service Requests. The documents should not necessarily be only viewable if the ticket is associated against a certain Service. I can see in some instances, documents would apply to multiple services. It might also be useful to have 'rating'/'no.of views' stats available for these documents. Just some ideas - looking forward to seeing some progress as it looks like its been on the list for quite a while and people do seem to want a 'good' Knowledge Base. Will watch this space avidly.
  13. 5 points
    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
  14. 4 points
    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 itself and administrators still needed to press the update button for each of the applications. I am pleased to announce that starting at the end of the month we will be extending this across the whole Hornbill offering by providing automatic updates for the whole portfolio of Hornbill applications too. This means no more worrying about getting up to the latest application version and missing out on new features and functionality, and no more scheduling and attending CABs to approve that change each time an update appears. This, in turn, allows us to move towards smaller and more frequent updates; which both reduces risk and ensures customers get to see the value of each new feature as soon as possible. Please let us know if you have any questions.
  15. 4 points
    @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
  16. 4 points
    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
  17. 4 points
    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 Cause Identified and located14:58 - Fix Implemented and deployed15:00 - 15:19 All Instances services were recovered and restarted15:20 – Service across all regions and data centers fully restored and verifiedDescriptionOne of the most critical elements of our service is our configuration infrastructure. It’s a distributed system with high levels of redundancy in every data center, but in this instance, the structural integrity of the configuration data (XML content) was broken, and this caused an almost immediate problem for every instance. There is a redundancy scheme in place to ensure that should configuration information be unavailable our nodes will retain cached copies for up to 8 hours in memory, this should have prevented an immediate problem, but unfortunately this unusual event showed up a secondary problem which meant the cached configuration was not used, causing many processes to fail.As a result of this outage, we have made a number of important changes to our configuration infrastructure in order to remove any possibility of this particular problem from occurring again in the future. We have added integrity checks on configuration data generated from our CMDB before it is written to disk, this will ensure that no broken config data can get replicated beyond our distribution servers. We have fixed a defect in our handling of configuration data to ensure the cached data will be used in the case of a config data error, as per the original design intention. We are reviewing our operating procedures for restarting processes to reduce the time taken. Ultimately, this service outage was caused by a software change which we made which had an unexpected knock-on effect which we had believed we were resilient to, this turned out not to be the case. We take the quality of our service very seriously and pride ourselves on having a very high-quality service from a reliability and availability point of view. We would like to apologize unreservedly for both the outage and for any disruption caused, we have done everything we can now to ensure this cannot reoccur, thank you for your patience and understanding.
  18. 4 points
    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
  19. 3 points
    The fixes are being applied now. @Ann-MarieHolloway i'll let you know when your instance is updated.
  20. 3 points
    @Jeremy @Kelvin @Tina this setting is now enforced on the employee portal
  21. 3 points
    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 from Template drop down box in the email function of the request? Any ideas please? thanks
  22. 3 points
    @Alberto M we are currently testing the next update internally. I will post here as soon as it's available. Alex
  23. 3 points
    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, the Ext. Reference will be populated with the request ID which will make it easy to locate these requests. However, for older requests, this field will most likely not be populated so you may need to take the BPM ID in the first column and search on this using the Database Direct feature in admin. The BPM Id will be stored in a field called h_bpm_id on the h_itsm_requests table. Once there are no more In Progress or Suspended BPM instances for that workflow, you will be able to delete that workflow. Hope that helps. Regards, James
  24. 3 points
    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 or at service level, so it can be turned on or off, depending individual preferences for the instance. Cheers Martyn
  25. 3 points
    @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
  26. 3 points
    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.
  27. 3 points
    Is there somewhere that I can switch on 'wordwrap' in the description box when I'm creating a PCF please? I'm having to resort to typing out text in notepad++ then transferring it to Hornbill as, if I need to type anything more than a line long it gets really difficult to see and edit.... thanks!
  28. 3 points
    @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
  29. 3 points
    @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
  30. 3 points
    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 !
  31. 3 points
    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 would be great. Admittedly I have not done much with the Advanced Analytics tool and have a Trained for Life session booked next week to expand my knowledge in this area but from what I have seen, I agree with Lauren in that it would be good to be able to see graphs within the reporting tool, rather than having to exit and build widgets based on them. Gareth
  32. 3 points
    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
  33. 3 points
    @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
  34. 3 points
    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
  35. 3 points
    All, This has been restored. We will provide a full update shortly. Kind Regards
  36. 3 points
    @Jo Sword there is an option in the admin console which allows you to set RAG tolerance Templates - the definitions of each (Red, Amber, Green) will then be auto applied on all project where they are used, i am hoping i am right in regards to this. Also you are able to manage and control the RAG Tolerances you want, by adding these to the default one's again from the admin console and the simple lists option You will also very shortly be able to view all RAG tolerances status for all projects in a Programme like below (sneak preview) Steve
  37. 3 points
    @Dan Munns @Martyn Houghton @Joanne just an update on this requirement. Catalog items have been added to: * Problems * Known Errors * Releases Due to the nature of these request types, the catalog items will only be visible to the agents in the user app through progressive capture (i.e not possible for end users to raise via self service). This story will be available in the next Service Manager update due out in the next couple of weeks, keep an eye out for the notification
  38. 3 points
    @Martyn Houghton tool should be out today. Will post back here when deployed.
  39. 3 points
    Hi, Could we have a section which shows current project resource and any other projects they are part of. This will allow for easier resource management as a PM will be able to see if a particular resource is already listed on a lot of projects already. Thanks, Dan
  40. 3 points
    Hi, With more and more teams using SM and PM it would be of great use to be able to create calendars. This way we could have a change calendar, project calendar, business calendar and provide access only to those that need it. Everyone adding there own changes to the only change calendar (we have 1 central and 4 satellite change teams and that is only including the change teams from one business) means it soon becomes a total nightmare to read. Plus the ability to be able to add projects and programmes to calendars would make life a lot easier for planning. I get that some people would prefer everything on the same calendar (maybe keep a central calendar that is an amalgamation of all calendars) but that isn't how we work and ideally we would need one per change team plus at least one for the projects team. As well as other IT teams who would more than likely love the extra functionality.
  41. 3 points
    @Martyn Houghton @Stephen.whittle @HHH There isn't any current documentation for this functionality. I will have to run some tests and see how it works then document this. Please bear with me.
  42. 3 points
    All affected instances should have now resumed operational service but we are still monitoring the offending resource which caused the issue in the first place.
  43. 3 points
    @all We are experiencing an issue with some of our database servers and some customer might be affected. The service might be fully or partially disrupted. We are working on this. For further updates please follow: https://status.hornbill.com
  44. 2 points
    @Paul Alexander I have a similar situation and in my case for Service Requests it was down to the missing analyst not having the role for which gave them access to that type of requests. Might be worth double checking the role permissions between the two that work and the one that does not. Cheers Martyn
  45. 2 points
    I haven't had a lot of luck in this area (it was rather fiddly to even get something working, then I broke it and cannot figure out how to fix it - but it was just a test)... you could try using Microsoft Flow / PowerApps in SharePoint Online to automate creating tickets into Hornbill, or you could ask King @Steve G nicely for assistance on this.
  46. 2 points
    Agree with the above and we cant wait to get this setup and active.
  47. 2 points
    It was good to finally see this today, @Steven Boardman We've been chomping at the bit for this, which is going to be a key enabler for our ESM strategy. Darren
  48. 2 points
    Thanks Gerry, we have now added a second site this week uptake looks like it will hit the same as the first site (hopefully) - day 4 of a combined service desk solution to 2 Hospitals, and satellite sites. One more site to go !
  49. 2 points
    Hi @Steven Cotterell Apologies for the issue being caused. We're investigating the issue right now and we'll look to get a solution provided as soon as possible. Kind Regards, Dave
  50. 2 points
    Status filters have also been added to the assumptions and dependencies tabs for consistency across all RAID items.
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