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  1. Victor

    Victor

    Administrators


    • Points

      192

    • Content Count

      3,569


  2. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      132

    • Content Count

      1,400


  3. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      117

    • Content Count

      2,103


  4. Dan Munns

    Dan Munns

    Hornbill Users


    • Points

      70

    • Content Count

      1,281



Popular Content

Showing content with the highest reputation since 03/20/2018 in all areas

  1. 4 points
    @nasimg @samwoo We are currently working on a story to allow you to include custom fields from a request into the request list Custom views. This enhancement will allow you to copy a customer attribute i.e a VIP status into a request custom field and in turn display that request custom field as a column in the Custom request list views. An additional benefit of this story will enable you to set your display columns per custom view. This story is currently in review and will be available in an upcoming Service Manager update subject to clearing review and testing phases. Steve
  2. 4 points
    Thank you all for your feedback, its much appreciated. We will be making next years event a two-day affair, we will be announcing the dates very soon so you will have plenty of time to organize your diary. The event will have a much bigger focus on training and education, so watch this space for dates and a preliminary outline over the coming months. Kind Regards, Gerry
  3. 4 points
    I absolutely agree with Dan, it was a great day yesterday and he anticipated my words. (have you got a backdoor in my brain LOL); It was really amazing meet the people that made Hornbill the amazing rocket it is! a special thank for @Manish @AbdiH @NadeemMazhar @Nanettem @Daniel Dekel@ArmandoDM @Steven Boardman @James Ainsworth ROCK'N'ROLL!
  4. 3 points
    Would it be possible to have the ability to control the display order of Frequent Asked Questions (FAQ's) within the Service properties, so that they can be reorderd when displayed on the customer portal? Cheers Martyn
  5. 3 points
    Hi, I just wanted to take 30s to say a big thank you to Hornbill's team for making such a "small" change that makes my colleagues' life 100% easier :) Keep these changes coming guys :) Thanks again for your efforts. It is good to see a number of "old" changes / improvements getting delivered in recent weeks. Have a nice X-Mas!
  6. 3 points
    I was thinking about starting a monthly podcast to discuss Service Management topics. I think it would be great for the Hornbill Community to hear your views on industry news, emerging technologies, new practices and the challenges of Service Management and how they can be addressed. I've participated in a number of podcasts in the past, but they're usually hosted by vendors, industry analysts , or consultants. I think there's a real need to hear from practitioners and get their thoughts about our industry. We have a wealth of knowledge and experience within the Hornbill Community and we'd all benefit by sharing it. At this stage, I'd like to see whether any of you might be willing to get involved, either as a regular host, or just appearing as a guest. It would probably take no more than 45-60 mins of your time. If there's sufficient interest, I'll start thinking about the logistics of putting this together. If you're up for being a host, or a guest, please let me know, and if there's enough interest I'll put a rough framework together to kick things off.
  7. 3 points
    Thanks for your posts and interest in this feature. We do have a change request in our backlog to provide this feature. This is not currently scheduled for development, but I have added everyone's interest in this to the change. We will update this post as it progresses. Regards, James
  8. 3 points
    @Martyn Houghton the sandbox instance is: live.hornbill.com/demo if you login as sues you will see a more HR focused view. In the admin tool (admin.hornbill.com/demo), sues has a business process called New Head Count if you login as stever he is subscribed to the Management Service, and you can raise a request for recruiting a new starter from My Services Sues will pick this up and work through the example shown by Abdi at Insights There are HR services, workspaces, documents etc so hopefully it will be relevant to your colleagues Current password for both is: H0rnbill (changes fairly often) The sandbox has all the features we showcased last week, with the exception of the new Boards App, which will be there by the end of the week. From an IT perspective the best persona is: Grahamc As always just let us know if we can help in anyway FYI @Gerry
  9. 3 points
    Would be nice if we could have a widget for your current requests outstanding or something.?
  10. 3 points
    Would it be possible to add a section for links / external URLS, possibly as an option next to attachments? We currently use online resources such as onedrive, or sharepoint locaitons for our Project Document Management, so being able to add links to the project folder on sharepoint from the Project would be a great addition for streamlining our project workflow
  11. 3 points
    Once again, I really appreciate it - consider this one Solved! I think the forums need a Victor Signal...
  12. 2 points
    Moved this topic to "General Non_product Discussion". Although not entirely true, it did not belong to Timesheet Manager section and this was the most appropriate section I could think of... ...maybe I need to create a section for it...
  13. 2 points
    @Paul Trenter all being well with update testing, it will be early next week possibly Monday.
  14. 2 points
    @Lyonel as a workaround whilst we look at this if you go into the default progressive capture form (new project), and remove the status form and then save. This will allow you to raise the project, and then when you open the project go to the project details > edit (pencil icon), and change the status from draft to what you need, including the sub status required Alternatively if you make the Project Status progressive capture form non mandatory and do not provide a status, this will also work as a workaround. Steve
  15. 2 points
    @chriscorcoran this issue has been fixed and will be available in the next Service Manager update
  16. 2 points
    Hi, Could we have the option to create tasks as cards from the 'Add new' button. At the moment I am creating tasks and then having to add them to the boards. This would be much quicker with tasks as an option.
  17. 2 points
    Hello @dwalby @samwoo we have scheduled a change to update the asset linked to a request via a BPM operation. You have a been added as an interested connection to it. Regards Armando
  18. 2 points
    Hi Steffen, to add to Stevens description above, here's how that would be achieved: If Line Manager information is being stored against a user (typically populated through the user import) there is scope to replace the first human task with an automated email to the line manager as follows: Of course you can adjust the "on-Hold" behaviour to suit your particular scenario(s) too. Dan
  19. 2 points
    Hi @Cizzling In the Service Manager update that went out today, we have included the ordering of the connections. You have the option to order by either first name or last name in ascending or descending order. In the future we will also look at including a filter, but hoping that this will help out until that is available. Regards, James
  20. 2 points
    I'm please to let you know that the ability to include Charts when sharing a view is now available as of Service Manager Build 1378. Any chart that has been created on a view will now be included when shared and the user that the View is shared with will have the option to enable the Chart on their Personal Dashboard. Regards, James
  21. 2 points
    Good morning! Is there a way of locking down assets per Service? We currently have a whooooole host of assets on the system, some which relate to Facilities and some which relate to IT. As you can imagine, very different assets! At the moment, we are having to scroll scroll scroll past a number of irrelevant assets in each Service to find the right ones and wondered if there was a better way of doing this? It would alleviate some concerns of the wrong asset being chosen by our staff and make the list easier to traverse. Thanks! @stepghg - as per our recent conversation.
  22. 2 points
    @Martyn Houghton @Lyonel Attachments are now listed in the Timeline entries as a hyperlink so that they can be opened without having to go to the attachments section. Regards, James
  23. 2 points
    Hi when creating a project activity, would it be possible to able to add to a project board at the same time, rather than having to go back into the activity and add to the board retrospectively? Thanks darren
  24. 2 points
    Hi @Cizzling, There is nothing wrong with what you are doing, there is something wrong in our system. We'll solve the issue and should be fixed in the next Collaboration build. Sorry for the inconvenience, Daniel.
  25. 2 points
    @Cizzling There points resonate very closely to our own enhancements we would like to see to the Customer Portal and some we have already raised on the Forum. @James Ainsworth, @Gerry As the Service Portal is being consumed into the Live User App, is with worth having a separate section on the forum for the Customer Portal? Cheers Martyn
  26. 2 points
    @Jeremy @Lightsource @Darren Rose @BobbyB @samwoo @Jeremy @Martyn Houghton in the Service Manager update today it is now possible to change the displayed customer attributes in the customer section on a request These are global settings and available via admin console > Service Manager > Configuration You can set different attributes if the customer of the request is a user or a contact Steve
  27. 2 points
    Gotta love you guys! Thanks a lot.
  28. 2 points
    There is a feature which will be available in the next update which will allow you to add a title and / or instructions to the default progressive capture Attachment form. This is configured through new options on the Attachment form node within the Progressive Capture designer. (Progressive Capture Documentation) Hope this helps. Regards, James
  29. 2 points
    Hi All, Just to let you know that we have one part of the change working and we are going to start soon working on the last bit (the UI)... so almost there ;-) Daniel.
  30. 2 points
  31. 2 points
    @Cizzling Some of your feedback echos our experience as well, as we too are a predominantly external facing support service, with about just under a half of the organisation volume you have. Though there has been some improvements abut viewing service subscriptions, the subscription process itself is still only able to be set from the Service end. Hopefully as more of us utilise the tool for external support we can increase the focus on the organisation/contact and customer portal elements of the platform. Cheers Martyn
  32. 2 points
    Thanks @Mohamed, any timeline on this? Sam
  33. 2 points
    @dwalby I won't be able to tell you exactly as many people are on vacations now and the change needs to be done across various teams. A rough estimate is about a month.
  34. 2 points
    @Keith Let me start here "Sorry to sound so negative.", there is no need for an apology, we thrive on feedback, negative or positive is good, and your always constructive in your input and I appreciate that very much. In response to your comment, "I feel that our current service portal looks far more professional than the proposed "My Services" view. " I agree with you. The original high-level brief was to create the same portal-like experience we have in the service portal, but in the user app, and in this regard we are not there yet which is why its a preview. In fact, there is a lot of complexity and layers here to deal with, at the moment the focus has turned to the back-end code platform capabilities required to make the next phase happen. As it stands today, the Service Catalog is a function of the Service Manager application, and our goal is to transition this, so it becomes part of the core platform. Why? Primarily because we want other applications that we have on our platform to be able to publish services, knowledge and additional information into the service catalog, this is technically very difficult to do while the SC is part of our SM application, primarily because of the strict security model around data domains our platform imposes. We are doing this to underpin the ever-expanding use of our solution outside of IT, in particular in the broader ESM domain. So this point was always going to be one of the most contentious points in the transition plan from the service portal to the user-app based My Services view, and some background is justified here. The first thing to know is that the service portal (service.hornbill.com) and the customer portal (customer.hornbill.com) are both sharing the same code base. In fact, the customer portal was the original design; we derived the service portal from the same code base to support what we would have otherwise called "self-service." in the IT Service Desk world. It was deemed by the product teams that we needed a new class of user (basic user) for internal support so in effect creating "internal customers," and as a result, the service portal was born to support these users. It was always intended for the customer portal be fully brandable because that is how a CRM type service portal should be deployed to external customers, your external customers should never know/care what back-end system is used to power your front-end customer-facing services. Now one could argue that would be true for deploying a portal internally and that is reasonable, so when we derived the service portal from the customer portal by making the same code work in a slightly different mode, we enabled full re-branding as a direct consequence which for the service portal was fine. The problem now is, both the service portal and the customer portal share the same code, and as a consequence, both portal experiences are delivering the lowest common denominator in function, and for our aspirations of developing a world-class set of capabilities to support ESP and digital transformation initiatives this has become a very limiting factor. Both portals need to take their separate path; the customer portal requires more CRM-like capabilities; while the service portal needs to better support employees. By moving the service catalog out of the SM application into core features and creating the "My Services" view we are creating a platform that allows us to properly bridge the gap between a "basic" and "platform/process" users to address the many needs that we cannot efficiently fulfill. In particular, you said, "Our users know nothing of Hornbill" we recognize this to be true, by the same token we have never had a plan or desire to remove Hornbill branding from our core application, having brand recognition amongst our power users is an essential part of Hornbill's go-to-market strategy. Customer advocacy and it is impossible for customers to have an appreciation of what Hornbill is doing for them if they don't know Hornbill is powering the experience, so the branding in our power user app has to remain. So the challenge for me to find a workable compromise for Hornbill and for what our customers have been used to as an indirect consequence of using a capability that was designed to support our CRM-like strategy. Further to that point, we also have in our sights a mobile app for your end users, something that will put the service catalog on their mobile devices and this will be native apps in the various app stores. Probably called something like the "Hornbill Service Catalog," this means your end users will have some form of visibility that Hornbill is the thing powering your service catalog in the same way as they have the awareness they are using O365 for documents and Sharepoint for documentation. Yes, 100% agree, this is where a lot of the problem is, this was a first cut that introduced material design, so things like tasks/approvals/.user profile and other areas that a basic/co-worker users have visibility of will be consistent, there is most definitely some way to go here. Yes, we need more layout options here, this was our first cut, and I plan to make this quite a lot more customizable, even with the introduction of skins, this will all evolve as soon as we have the SC as part of the core platform. The core team will then be free to drive the evolution of this presentation; I would expect this to be a lot more tunable to personal and corporate/brand tastes. Noted, thank you. Well, I hope that at least gives you some comfort that we have considered a lot of what you have said, this is really only the start and is far from the finished article. You will see further changes in the coming weeks/months, and together I am confident we can create a world-class experience that will inspire everyone's digital transformation and ESM initiatives. Gerry
  35. 2 points
    Hi Josh just to throw my tuppence worth in here, I thought I'd tell you about our experience of getting Hornbill pushed out to 'other' teams in the business who weren't initially enthused with the idea! We've always used a Service Management tool to log and manage IT tickets, but we've been trying to push the Enterprise Service Management idea to the other teams in our company. So we approached HR to see if we could help them. Initially, they said they were too busy to spend time away from their work (which should be an initial indicator that something may be wrong and that something needs to change) AND they were suspicious that we were going to show that they, as a team, were over-staffed or some such which meant that they were scared that we'd put their jobs at risk! So we asked them what their most time-consuming jobs were. It turns out that these were little, quick jobs which involved a process of opening an email, getting information from it, doing something WITH that information then reporting back that this had been done. Small jobs, but a LOT of them! The problem was, this was being done from a shared mailbox, with 5 people accessing it at any one time, so there was no real way of knowing if what YOU were doing wasn't already completed by someone else at the same time. So, we created a mailbox in Hornbill, forwarded all of these Outlook emails to it, and started automatically logging the tickets for them. This way they KNEW that everything was being dealt with by one person (the right person!), and, after sitting with them and figuring out the process and what information they were constantly asking the end user for, we created some catalog items for the portal to ensure they got the right info in the right place at the right time, along with business processes which they could follow quickly and easily. After a month of doing this, we showed them a report of what they'd done. What it showed was that their team was massively over-worked (or under staffed!) because, in this report, we could show what TIME people were doing their work, and one person was regularly working until 9 at night to keep up! With this knowledge, we've now managed to streamline the processes, and prove to the powers-that-be that something needed to be done. And it has.....they're now looking for a new member of staff! What they've ALSO done though, is to come to us with a whole list of OTHER processes that they feel will help them. It's a two-fold thing - we've given them a tool which HELPS them be more efficient (and which, thanks to the reporting, can PROVE what they're doing), and THEY have now realised that, rather than a tool to take work away from them, it's actually empowering them to offer more services to their customers. So, in answer to your question, YES, there is a point when people realise just how much they need a tool like Hornbill - it's not always easy or quick to get these people to understand, but when the penny DOES drop, it opens up all sorts of other ideas and avenues. I would suggest (if you haven't already) getting in to the reporting and showing people exactly how much work they're doing whether that is how many tickets are being logged and resolved, or which teams are working the smartest, or whatever. Then use these results to ask the teams 'how can we improve these numbers?'. There are so many different ways that you can use Hornbill to streamline your work....either through pointing customers to the Portal instead of using email (ensuring you get the correct info from them first time), adding FAQ's so that people might not even need to log a ticket, creating a BPM with all of the relevant information contained in the activities (either pointing to a 'how to' document, or hard coding a web address so that people don't have to go looking for it or whatever). The possibilities are endless......but I'd say stick with it, and you WILL get a result.
  36. 2 points
  37. 2 points
    @Aaron Summers the admin account is a "free" account. All instances have it and It is not counted against subscription license... The issue is (upon further discussion with @TrevorKillick) is that the Application Subscription should not actually include admin as, again, is a "free" account. So, admin account has now been removed from application subscription users but this should not affect the function of this account (i.e. nothing changed regarding the admin account). The counts in your instance should now say 49/55 in all places
  38. 2 points
    @Lyonel Apologies for not getting back to you regarding this, we discussed this internally and agreed this is something we will add in the future however it's not currently in our 90 window. One thing you can use for storage usage on entities is the following query: select count(*) as h_total_files, sum(h_size) as h_total_size,h_owner_name,h_raw_dav_store_id,h_owner_type from h_cafs_ext_details group by h_owner_name,h_raw_dav_store_id,h_owner_type If anything changes around progressing this forward I will reply back. Kind Regards Trevor Killick
  39. 2 points
    @Gerry @AbdiH Not sure where to raise this so please move as appropriate. I am at a point where I would like to re-evaluate the Project Manager app and this reminds me of something I wanted to suggest. Many of us are evangelists for Hornbill within our own organizations and I think it would be beneficial if each organization/admin was given a free license for each of your apps in order to continue to evaluate them. This would allow us to keep abreast of app developments until such a time as appropriate for our adoption (as I'm hoping is the case for Project Manager). Could you give this some thought as to whether this would be something you would be prepared to facilitate and if so to what extent. If this isn't something that is forthcoming soon can you advise the best approach for me to evaluate Project Manager? Thanks Keith
  40. 2 points
    Hi @TrevorKillick, I was surprised when I noticed the date I posted this thread... cant believe the time. It's been a couple of weeks so here is a gentle nudge to remind you:
  41. 2 points
    Or slightly more assertive ------------------ From now on, every email request we receive from you will be entered into a lottery where you are guaranteed to win a prize! * You will be ignored until you find a way to use this link: https:://selfservice/ * You will be required to formally explain what makes you so special that you feel you do not need to use this link: https:://selfservice/ * You will be given 30 minutes of your own time to pop down to PCWorld so they can solve your problem for you, if they fail you can use your mobile device and access this link: https:://selfservice/ If none of these prize are appealing, please use this link: https:://selfservice/ to get help and get your issue solved. Thank you. ------------------
  42. 2 points
    This is available by uploading an image attachment to the card, you can do this by editing the card and uploading your image. You can then set the attachment to be the card background by clicking the picture icon next to the image This is only available for certain types of cards as some cards do not provide the option to edit or attach a file. Currently it can be done on standard cards and those created from activity-streams posts. Thanks Trevor
  43. 2 points
    @Darren Rose, All, Just wanted to add to Ryan's post for future references... You can add a card to a Board via a number of automated tasks in a Business Process. In the example below, I have added a Request card to a Board. Please note that by selecting Hornbill Service Manager from the Application drop-down list, you're instructing the Board Manager to follow the template for a Service Manager Request card. You may use this operation to add other card types. I would hope that the documentation for each option provides the information required. To move a card from a lane to another lane in a Board, you'll need to chain the following automated tasks. To begin with, we need to find the card on the Board using Get Card Information automated task. Below, I have provided the Board, Lane and the Key to the card (i.e. Id of the Request). I have then used an automated task to move to card to another lane on the Board, using Move Card On Board. My Business Process then looks as below. You can also remove a card from a Board. Hope this helps. Ehsan
  44. 2 points
    I have some concerns about the new anaylst portal design, and the choices made RE: spacing/colours etc. As you can see, the questions are very pale and difficult to read as the font appears to have shrunk. There is also an issue whereby the 'description' from the previous question seems squashed on top of the next question's header thus again, making it difficult to read. Please could I ask that this is reviewed and the spacing/colouring looked at because whilst it looks clean and modern, our analysts have voiced concerns. Thanks
  45. 2 points
    I second this, Ours have also gone gray and shrunk, and the explanations/supporting info below the question are bigger and clearer than the question itself? Another problem is that the boxes don't expand with the amount of information typed, so analysts cant see what they have typed if they have typed more than the spacing allows. They have already started moaning about this. I am finding this quite messy, its not easy to view, especially if you have explanations underneath the questions, you cant easily tell where the next question starts? Hayley.
  46. 2 points
    @dwalby here is the templates we use: Request logged: Request updated: Request resolved: I hope this helps
  47. 2 points
    We're currently in the process of designing a performance metric for customer satisfaction, so utilizing the Customer Feedback feature seems an obvious place to start. I understand that currently customers can provide feedback by going to the self-service portal, but is it possible to implement the capability to submit feedback directly from the resolution e-mail? I've seen this with 3rd party support teams I liaise with, see example below from Mimecast: @SJEaton did you have much success enhancing your e-mail templates and encouraging customer feedback?
  48. 2 points
    Hi @dwalby We do have this as a change in our backlog already. I'll add you to the change and update this post as it progresses. Regards, James
  49. 2 points
    Hi, Apologies if this has been posted in the wrong place - I haven't used the forum too much! We're currently in the process of building our Service Manager instance. When logging a request via the "Raise New" button, our services list shows all of our catalogue items (incident, SR and change). Is there a way of ordering the catalogue items at all? Currently, our incident and service request catalogue items show under our change catalogue items in the overall list - this isn't ideal as we will use incident/service request far more than the change catalogue items. Please let me know - it's probably something very simple. Thanks
  50. 2 points
    @HHH @samwoo apoligises for this, that release note should not have been visible, as the feature is not yet ready. But as a head's up we are working on a feature in the business process engine which would allow custom fields on tasks and task outcomes - kind of like custom fields in the progressive capture designer custom forms but tied to outcomes on tasks. This requires a few internal changes and the above was an internal update for another team to pick up the baton to move this story forward. This will be a great feature when ready so watch this space
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