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Stephen.whittle

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Everything posted by Stephen.whittle

  1. Can data from questions configured in an IC be added to the index document for the employee portal search bar. We currently have keywords or questions configured in ICs which would benefit the customer is exposed in the search bar to assist with signposting customers to the correct request process for their particular issue. We have some processes which account for multiple customer journeys buried in a single catalogue item and single IC. Because we cannot tag or add keywords to a catalogue item in service portfolio this makes it hard sometimes for the customer to navigate to the right option. @Adrian Simpkins FYI
  2. We have adopted an ESM approach so have multiple service providers on our instance which we configure as "Service Domains". The majority of our analytics such as reports, measures, dashboards etc were created before we had multiple service domain providers so never needed to consider this as a filter. In measures we have been using "h_fk_team_name LIKE 'MSE DS%'" as a filter in leiu of having "Service Domain" as a filter option. Can "h_sc_service_domains" be added to the "h_itsm_requests" table so that this can be filtered on in measures. @Adrian Simpkins FYI
  3. From @Adrian Simpkins's perspective, he was asking in reference to whether the central knowledge management functionality is available. I spotted a LInkedIn post referencing the functionality to a new customer target audience, so I was curiously flicking around the WiKi and other Hornbill documentation to see how we enable this feature. I know the roadmap for knowledge has many facets but they foundation for us at MSE is having the ability to create knowledge articles firstly for our internally facing KB and then our customer facing KB, which will be a time consuming task in itself hence why we are keen to get creating. Whats to follow we can then adopt when available such as exposing that in the context of a customer raising a request.
  4. When reviewing the roadmap details for the Knowledge Management features coming soon I thought it would be a good feature to be able to plug-in an iBridge connector to a ChatGPT account as a source for creating knowledge articles. We have been playing with ChatGPT for our knowledge base in preparation for the new features and found it a great time saver. Instead of spending time creating the articles we save about 90% of the overal time and instead just validate the information and ensure its applicable for our local environment. I am sure other customers would find this useful. You can simply cut and paste which is easy enough on a laptop etc but for anyone creating on the go on a tablet when with an end user etc it would be useful to plug-in ChatGPT or other useful resources.
  5. Thanks Steve. I had checked there first and couldn't see anything but was curious whether it was on a 90day+ roadmap not published. Would be great if any other customers could +1 this if they feel this functionality would benefit their service because it certainly would ours.
  6. Is there a way of reporting on page analytics for the exployee and customer portals? IE Page visit count, unique visits, peak hours etc? If not is this something that is on the roadmap?
  7. Thanks Dan, unfortunately your suggested way forward won't work in our scenario. The IC we are looking to introduce this feature to is for our new starter process so at this stage there isn't an AD user object created to have LDAP imported and added to a group to present the list. This would work well for our existing members of staff but ideally want a process for systems access that is consistent for new starters and existing staff to re-use the developed BPM and IC elements and save time on maintenance. My suggestion of creating sql filters in the Asset form to limit the dynamic drop down check box field to only show data for a specific set of Asset classes, asset types and even down to specific attributes recorded against an asset. I can see this being very useful for large organisations that use the CMDB for software/systems asset database because you have a single source of truth (CMDB) and all recorded information such as supporting team against that asset record for the BPM to act on. Without this our only option is to create several simple lists which require updating everytime a system/software is added or decommissioned. The BPM also then needs a a high volume of decision nodes to manage the various outcomes in the workflow and, again will need updating every time there is a change to a system/software. #FeatureRequest
  8. Is anyone using the Asset CMDB for a master systems database? We want to use the CMDB as the source of truth for all our end user systems, it would include all the relevant attributes we need such as "Sys Name", "Supplier", “who uses the system”, “who supports the system” etc. Once we have this populated in the CMDB we wanted to then pull some of this information into an IC in the scenario; A doctor raises a request for systems access, within the IC there is an option to select a “persona” of which he/she selects “Doctor”. We have this persona recorded against the same attribute in the CMDB for systems a doctor would use. Does anyone know whether we could use a sql filter in the “Asset Search Term” which is in the Assets Form within the IC to filter the systems which include the persona “doctor” so he/she only selects the systems related to their role. Screenshot below. This would be a complete game changer for us and prevent us having to create around 44 simple lists to account for this particular scenario. Not to mention how much this simplifies the BPM being able to inject the information and then potentially lookup "Supporting team" in the BPM to inject and manage the workflow rather than using lots of workflow branches for each simple list in the event we cannot use the CMDB as the data store. It seems like lots of the good work has been done by Hornbill but there are some small gaps (seemingly small to me but might not be for a dev) to improve this one or two steps further to really make this an advanced and enhanced feature. If its not possible would be a great feature request! FYI @Adrian Simpkins @SJEaton
  9. Thanks for the response it gives us a shortlist of options to review initially.
  10. It is referenced in the roadmap that there is a commitment to deliver the chatbot integration although in other discussions there has been talk of a native chatbot/knowledge base capability so I would like to know more information on what the roadmap item includes and any specific providers of chatbots it will integrate with to develop a plan for use.
  11. We are enabling our customer portal for external customers. For the employee portal our internal customer base all use ADFS for authentication as all staff have AD accounts from one of our 3 domains. For the external customer portal where customers will register as contacts we would like to enable an SSO profile to avoid self-registration. We know all of our external customers will still be within healthcare and will be regional partners across primary, health & social care. This means all customers will have an NHS.net email address which we would like to use as the authentication provider. Are there any customers (or are Hornbill staff aware of customers configuring this) who have configured this successfully?
  12. Thanks James will give it a go and see how well it presents for some of our busier more complex bpms and ICs.
  13. Recently we have had the need to document a list of questions asked for each PC/IC and also visualise the workflow (BPM) branches based on the repsonses to question answers. Currently you can export ICs and BPMs to a definition file which is useful for sharing with our Hornbill users but doesn't allow a readble format of the e-form and workflow. Could this export feature be added whereby Hornbill can export the BPM in a vision style. If this can also be enabled as a functionality to export IC/PCs to a PDF or word format whereby it shows the questions asked on the e-form. We regularly have to produce Visio documents and word documents to demonstrate what is asked and when and how that influences the workflow for our service offerings. Creating and maintaining this is effort in itself and is effectively duplicating what we already have configured in Hornbill.
  14. @James Ainsworth is this something you're able to help with please? We are looking to use this to enable GPs and other healthcare workers access our Acute Care Portal system so has direct patient care/experience benefit so natually we're really keen to get this setup to facilitate the large volumes of requests we're anticipating from our local CCGs. Thanks.
  15. @Gerry Music to our ears! This has been something I have been feeding back for some time. Normally chewing @DanielRi's ear off about things like this! @Adrian Simpkins for awareness
  16. Thanks both, if you are able to keep us updated in this chain re any timelines when appropriate I would be grateful.
  17. Thanks for such a quick response. I thought this would be the case so will proceed with the report driven approach.
  18. We use boards a lot in our org but mainly in the context of requests however, in this instance we have created a board for the lifecycle management of our contracts specifically tracking progress of renewals. My question is, can we use advanced logic to automatically add a contract items to a respective board lane (two lanes on the left highlighted) using some criteria such as contract end date -N and an where statement for specific contract value for the 'High Value' lane. The idea being all contracts of a value of less than say £150k and were due for renewal in <3 months would appear in the '3 months or less' lane. Any contracts with a value of >£150k and were due for renewal in <6 months. When doing this with requests we can use the BPM to drive this logic but obviously do not have a BPM managing our contracts. If this is not possible then we would use a report to send us the desired two outputs and manually move them to the correct lane. I wanted to check the art of the possible before we invest any effort in that manual process to reduce the overhead on our contracts manager.
  19. Thanks Gerry, it is useful for us as an org to be able to frame our own internal service development plans around the timelines for new functionality. I completely agree with your intended approach that the traditional sense knowledge base simply won't suffice. It needs be contexualised and align with the various customer journeys for consuming knowledge IE reporting a request, using the portal search bar or potentially invoked during a request lifecycle. My biggest frustration at the moment is around the knowledge space. We have a 20k+ staff base (customers) and delivering content on that scale without an easy to manage central knowledge base with capabilties to be able to plug in search bars, chat bots or direct integration into our intelligent captures makes it difficult to direct our staff to self-help. I look forward to seieng the changes in the coming weeks. @Adrian Simpkins& @SJEaton
  20. @Gerry Are you able to share any indicative high-level timelines around the delivery of the knowledge base?
  21. Great thanks. I'll place the request when we have it pulled together. Thanks for a speedy response.
  22. Is there a way you can bulk import services into the service portfolio if they headings in the CSV conformed to the attributes available in the Service Portfolio. We are developing a comprehensive service portfolio in a spreadsheet to validate prior to configuring in Hornbill. However, it would be far quicker to import than to manually import.
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