Stephen.whittle

This will apply to all NHS and public service customers, we have an issue whereby prior to the Hornbill SaaS solution now means the email solution is not on prem and therefore leaves our organisation. Any sensitive information contained within the body of that email is quarantined by our mail appliance but means emails are then encrypted into a PDF file and then have to be manually opened and then processed by our 1st line team instead of leveraging the routing rules. This has created an overhead for that team and naturally looking to put API based or self-serve options in place to remove these email initiated requests but that has an associated time and cost of doing so. Does anyone else have this challenge and are there any encrypted point to point email offerings to overcome this challenge? In our case an internal SMTP address is forwarding all of our email traffic to the Hornbill mailboxes.

@StokoE @Adrian SimpkinsYou may be interested in this thread.

Thanks as always @Victor

Ours is back up Victor and is seemingly ok performance wise. Are you able to provide any assurance yet with regards to the resolution?

Down for our three hospitals too. Raised with support.

We have gone live across our group of three hospitals with service manager for the digital services team (IT), this has allowed our staff base from each employer to function as one service before the organisation has progressed with a legal merger. This has benefited our service delivery and allowed us to define and create single processes where possible. As a result of this success the organisation is looking at other departments/services to on board the platform and start benefiting from the same efficiencies and create a "one-stop-shop" for our staff base (15,000+ staff). I am looking to engage with anyone that has either done this across all of their corporate services/back office functions especially those in public services or preferably a healthcare environment. Being in a group model of hospitals makes our environment very complex and challenging to structure and merge so it would be very beneficial for me to engage with other Hornbill customers or Hornbill team Experts and discuss to the right approach for this and compare with real life case studies. Our Estates & Facilities Management (EFM) Team are looking for a single solution (if possible) now and I would be grateful for any EFM customers of Hornbill to share knowledge and lessons learned. This applies to all functions in truth, Security, HR, Finance etc so I would be grateful to hear back from anyone this relates to.

Hi @Gerry yes you have it in a nutshell. When working in a group model some of the challenges are that there are multiple purchasing, finance etc systems. We were planning to use Hornbill to collate some of this information which isn't too onerous when in the supplier record to manage renewals and would give a nice aggregated view of multiple POs and budgets which in reality are in several different systems. Not essential but would work for us until the legal merge progresses for a single ledger and single systems following that.

Hi @AlexTumber thanks for coming back so quickly. I now have contracts management come under my service responsibility so having met with our current contracts manager I explained the desire to get all of our three sites suppliers, contracts and SLA documentation etc all in Hornbill. When doing a very lightweight assessment of the Supplier Manager module in Hornbill this was one of the points raised. I am sure I will be coming back with some more. With regards to my initial questions its more for tracking that incoming invoices that we will receipt against purchase orders align with the budgeted amount within normal RPI tolerances. It's a useful visual aid to have. A different example maybe the auditability of contracts with contract change notices (CCNs) for an audit trail for budget vs invoice values.

Hi, new to supplier manager but we are looking at utilising this for our contracts across three hospitals specifically for the Digital Services team to start with as a great way for collating suppliers, contracts, SLAs, renewals etc. One gap I can see from a quick overview of the module is there are no specific tabs/options for tracking budget controls relating to contracts. How are others tracking this within the service if already doing so and for anyone from the Hornbill family is this something in the roadmap for oversight of budgets associated to contracts within Supplier Manager. Thanks in advance.

@Gerry Thanks for coming back so quickly. I completely understand the position and that this needs to make sense commercially as well given the time invested but equally as a consumer I need to ensure the offering has ROI rather than just "Nice to haves" to justify in a business case. I think some form of multi-level pricing would work well so consumers can pick and choose the functions they wish to use. We have a very large user and asset base so with that in mind would always be a very expensive solution for our organisation and very little appetite for uptake as a result.

@Gerry Hard for you to answer at this stage I would imagine but I will ask it nevertheless. The pricing seems to lean towards managed assets IE computers/laptops that are discovered that you then wish to have the ability to automate tasks to however, if we aim to use SCCM or Intune for this element of ITOM but are still interested in user based ITOM integrations how does the pricing work? For example AD User & Group management, creating users and adding to groups, does this mirror the cost of the asset model whereby subscriptions are based on AD user count much like the asset count?

Is there anyway to report against the FAQs on the service portal? We are starting to publish FAQs and if in the event a member of staff ticks the thumb down option when reviewing it we have no way (that I can find) of reporting against this so I can contact the member of staff for feedback for service improvement.

Registered

Thanks @Steven Boardman I will check back here for updates then.

@Steven Boardman Don't suppose you have had any joy with this have you?

Thanks I have had a look and this is good for some of the more common columns. Thanks.

I would prefer not to use direct database, when build reports in Supportworks you could add a column value as a filter in a report while in the report builder screen, this was very useful and an efficient use of time. It just seems backwards having to run the report, view the values and sift through which values you would like to use in a filter only to go back and modify the report so get it to where you want to be. More an annoyance than anything. That's why I wanted to check I wasn't missing a trick.

Thanks both, yes i have used the entity viewer but again it shows me the table and column names which is great and a good start. But yes, I was referring to the values within the columns which I gathered would need to be achieved via the direct database.

When writing reports using the where SQL statements it is useful to know the database values to contribute to your filters. When using Supportworks I used to browse the Data Dictionary for assistance with this but haven't found a way of doing this in Service Manager. I am by no means a SQL expert and I am sure there is an easy way to achieve this I just haven't found it. Can anyone help?

I'm sure it will be worth the wait! Can anything re the pricing be published yet? We could be getting started on securing investment in anticipation for the general release.

I love the new Service Manager predefined reports however, when I export pie chart reports on a schedule to the document manager there percentages of each slice are not on the PDF like they are when you view in the web front-end clicking on each slice. Can these be rendered on to the exports so we don't need to calculate the percentages when viewing in the document manager via mobile app on the go? I have attached an example, having a total count at the bottom of the source type table would also be useful. Open Requests By Source - Since Go-Live.pdf

Hi @Gerry any update on the timeline for release even in an beta capacity? We're keen to push on with the on-prem integrations.

We are soon going live with a new Hornbill instance and would like to have a customised domain name instead of the service.hornbill.com/instance_name URL. I have seen from legacy posts on the forum that there are some reverse proxy options but we wanted this to work when staff are accessing the service portal from devices not on the corporate network IE smartphone on 4g networks. Has anyone achieved this? Is this something Hornbill offer as the owner of the domain name or have people done some funky forwarding with CNAME records etc?

Looking for some advice on the approach for a comprehensive service catalogue. Naturally with your self-service portal services you want to keep the list to a certain maximum services so that the portal isn't unusable or confusing. With Supportworks you could allows users to manually subscribe to a much longer list style view of services they are not automatically subscribed to based on their site or any other attribute. How have people approached this with Service Manager? The idea I have for when the new portals function is available (as demonstrated at Insights) is to utilise a secondary portal called "IT Service Catalogue" which is an exhaustive list of all of our services to further increase the uptake on the portal. Would love to get peoples thoughts on this for large organisations that have hundreds of services and instead of squeezing lots of them into high level categories and having long lists of catalogue items and complex progressive captures as a result of losing service level functionality.

Any joy on this? This is something we would like to utilise.