[Risk Matrix]

Great, Alex. That's really helpful

[Asset Management]

Hi

We're not really using Asset management yet, but as I prep for next year, it would be good to be able to use Asset management for managing software asset in particular from a budgeting perspective. 

I'm keen to hear how others are using Asset Management, and if there are any tips for things to definitely do, and things to definitely avoid! 

Thanks

Darren 

[Tasks]

That answers that one then 

Thanks

[Create Milestones as part of BPM]

That sounds spot on @alextumber I was basically trying to build the template, using the BPM, but there are some gaps in that at the moment, and it looks like Project Templates will address that

thanks

Darren 

[Tasks]

I have created a project BPM, which included created a task. It all seemed to be going well, and the task was created and assigned to me. However, I can only see it in 'My activities' and not in the tasks tasks on the project. 

Have I missed a step somewhere? 

Thanks

Darren

[Create Milestones as part of BPM]

Thanks for the swift reply @alextumber

It's around being able to build out templates I guess. Although, we could work around it using tasks and the BPM phases, rather than Milestones. Let me have a bit more a play and get back to you on this thread. 

Thanks 

Darren 

[Create Milestones as part of BPM]

I've been having a good play with PM and it all seems to make sense based on what we saw the other week at your offices. 

I did have one enhancement idea / request, that would be hugely beneficial for us.

Could it be possible to create milestones in the BPM, and then associate tasks. It's a bit like parallel processing possibly?? 

If I could create milestones as part of a BPM, it would make templating our projects much easier. 

Haven't run into any other errors or problems yet, but will keep testing. 

thanks

Darren 

[FAQ searching for more than one word]

On 9/25/2017 at 9:20 AM, Steven Boardman said:

Hi @Darren Rose @samwoo

Just a quick update on this, we are currently working on a knowledge story to introduce dynamic knowledge in progressive capture - so basically as your analysts and customers are filling int their progressive capture forms, they will (non intrusively) be presented with relevant knowledge (in the form of FAQ's, requests, known issues etc).  As part of this story we have improved the search query, and also applied this to the general search query used in the portals.

So once the knowledge story is released, your users will get two things:

1. Dynamic knowledge during the progressive capture logging process (hopefully cutting down further on the amount of tickets which need to be raised)

2. Multi word search matching, irrespective of order or position in documents, so using the original example a search for Holiday Approval would look for matches on Holiday Approval, Holiday or Approval and return matches against all of these.  

Sneak preview of the NEW progressive capture search below, obviously the look and feel is subject to change before release:

This work is currently ongoing but watch out for the release notes in the Service Manager updates in the coming weeks 

Steve

@Steven Boardman looks great. I like that it will also show up known issues as well. Another very useful feature to have. 

Thanks

Darren 

 

[Service Support by Everyone EXCEPT...?]

On 9/1/2017 at 4:27 PM, James Ainsworth said:

Thanks everyone for your feedback.

One of the areas that I have been wanting to look at is the ability to create multiple Service Desks.  Under each Service Desk you would select the teams and services that are available for that Service Desk.

@Paul Alexander following your example at the top of this discussion, this would allow you to create a Service Desk for this one team and with it the service that they support, keeping it separate from the other service desk(s) and the other teams and services. This could then lead into having default settings and configurations for each Service Desk.  This would allow for the creation of a much more segregated Service Desks for things like an HR or Finances. 

There is already a Card in Administration under Service Manager called Service Desk.  This was added with this feature in mind.  Paul, would this fit your requirement?

Regards,

James
 

 

Hi @James Ainsworth

Are there any updates on this requirement? We're close to mobilising a new team and if this feature was due v soon, it would save us quite a lot of time and effort

thanks 

Darren 

[Request List Views - dynamic variables i.e. current analyst]

+ 1. We would also like the ability to share the charts which are created against the views too. 

[FAQ searching for more than one word]

Hi @Steven Boardman

as mentioned this morning, this is post we made regarding searching on Hornbill Service Portal. Being able to use more than one word in the search, without them having to be next to each other would be hugely beneficial. We're having a big push on FAQ's atm, and the only negative feedback we've had is that people cannot find the right FAQ, even though the one they need is published

thanks

Darren 

[Search History on Service portal]

Hi

Do Hornbill provide a method for reporting on the terms, words, phrases etc... that end users have searched for on the Service Portal? It would be great to see what people are searching for, because this may help us build more targeted FAQ's / Forms etc... 

thanks

Darren 

[Snippet Formatting]

Hi

I just thought I'd give this post a bit of a bump because I'm currently working on snippets and would like more formatting features if possible. This includes the ability to add links such as FAQ's or Catalog items on the self service portal. 

Is there any update on where Snippets will have more formatting options? 

 

thanks

Darren 

[Activities and Time Allocations]

Hello

Hopefully this makes sense...

When adding an activity to a BPM, I would like to have a default 'time taken' that could be used for populating Timesheet Manager. for example, if we know an activity take 5 mins to complete, we would build that into the BPM. When an analyst completes that activity, it would add the default time of 5 minutes to their timesheet. 

Would that be possible? 

thanks

Darren 

[Automatically capturing meeting times]

On 9/4/2017 at 0:57 PM, Daniel Dekel said:

Hi @Darren Rose,

Just letting you know that this feature is now available.

Regards,

Daniel.

Daniel,

that's great news, thanks 

Darren 

[Mandatory Checklist]

This would be a really useful feature to have available if possible

thanks

Darren 

[Capturing time spent logging a request]

14 minutes ago, Daniel Dekel said:

Hi @Darren Rose,

I believe there is not such option at the moment. What you want is when the Analyst starts raising a new Request, the Click will start ticking and will stop when submitting the form?

Daniel.

Yep, exactly what I'm after. Ideally without the analyst having to do anything.

Thanks

Darren 

[Default Category not working for email]

@Daniel Dekel thanks for the swift reply, and I'm glad it can be put in the next build. This will make it a lot easier for us to adopt timesheet mgr. 

Darren 

[Capturing time spent logging a request]

Hi,

I am trying to capture the time spent logging a request in timesheet manager, but can't seem to find out how to do it. Has anyone set this up in the past and using it? 

thanks

Darren 

[Linking BPM Activities to Timesheet Catergories]

1 hour ago, Paul Alexander said:

An option to set the default Timesheet category either per service or per call type would help us too....at the moment, having to choose the category every time you update a call is going to be too cumbersome and just won't get done!

 

Did we just just fix this by applying the default categories and ensuring that permissions were correct? 

[Default Category not working for email]

Hi

When trying to use timesheet manager to capture email activity, I seem to have hit an issue. I have set a default category for email in Timesheets > Manage default categories.

However, when replying to an email the default category is not being selected. The timer starts automatically, which is great, but the default category isnyt being applied. Any ideas? @Daniel Dekel?

Thanks,

Darren 

[Automatically capturing meeting times]

That's great, thanks @Daniel Dekel I'll keep my eyes open for it

[Automatically capturing meeting times]

@Daniel Dekel if possible that would be great. We're looking to push the functionality of timesheet manager and this would certainly streamline the process. 

Hopefully it's something that can be done

Thanks

Darren 

[Automatically capturing meeting times]

When using timesheet manager, would it be possible to automatically add the scheduled meeting duration to a timesheet. i.e. If I had a meeting booked from 13:00 - 14:00, when I mark complete it already had 1 hour in the duration. If the meeting was less or more, I could adjust, but it would be good if it picked up the planned meeting duration

 

thanks

Darren

[Feedback requests]

Thanks @Steven Boardman that all makes sense, and matches up with the issues we had - ie. it happening on old calls. 

I'll run a few tests to make sure that the update is working as expected. 

Thanks

Darren