Ralf Peters

Hi, is it possible to re-order the FAQ's attached to a service , i have a number of documents and want to change the order they appear in the service portal . Thanks Ralf

Thanks Gerry, we thought we were missing something . Ralf

Hi Steve, thanks for the reply , i would like to be able to choose NOT to show them on the timeline or at least to hide them from the customer . i know i can change visibility of task after they have been added to the timeline but that is not really feasible . Thanks Ralf

Hi, whatever we change in our Account setting in regards to the date format the Request list allways shows the date in Year-Month-Day-time format , it does the same in the email template when you select the h.respondby and h.fixby variables. What do i need to change to display it in Day-month-year-time format .

Hi, is it possible to get the option to post to the timeline for a few more BPM task ? At the moment the "Human Task" , "Add Request Member" do not have this option . Thanks Ralf

Hi, is it possible to see in the live.hornbill.com/...... portal which Analyst ( User) is online ? I seem to be able to see this only on the admin...... portal ? Thanks Ralf

Hi Gerry, thanks for the explanation , that does make sense . We thought we could use the "feature" as a quick way to send reminder emails -- . Thanks Ralf

Hi, maybe I understand this incorrectly : When you email the customer it is logged in the timeline . The "More Action" drop down lets you view the email. when you then click on the envelope next to the customer you get the option for "delivery status" and "resend message to recipient" when i select the resend option , nothing happens . is this suppose to work or only when the initial send failed ? Thanks Ralf

Hi Trevor, that info in the link you provided works fine . only issue is it reports the time spend in minutes . is it possible to have something like select (min / 60) as hours type of conversion , we cannot see any option on any of the report tabs to achieve that . Thanks Ralf

Hi Gerry\Trevor, thanks for your replies , looking forward to the upcomming evolution of the product , I also understand you had many years to get supportworks to where it is now . Will try harder next time when i am searching through the forum ! Thanks Ralf

Hi, is there any plan to improve the reporting section ? Support works provides a large number of standard ITIL reports , where service manager provides none at all ! Our BPMs capture the time spent on resolved requests and we would like to report on them . Can somebody please point me to the table i need to join to retrieve this data ? is there a report scheduler ? is there a table reference . like the support works schema ? Thanks Ralf

Hi Steven, i would like : on hold timers on hold reason Thanks Ralf Ralf

Hi Gerry, thanks for the reply the exchange site is all set up . I think i will just create some "dummy" contacts in Hornbill with our delivery group email addresses so they are searchable and to prevent typos . Thanks Ralf

Thanks James , that cleared things up . Ralf

I have uploaded a document into the library , set the status to published . How can i give access to the document to all users. I can only see the option to share with individual user, don't fancy having to add hundreds of "basic users" Is there an option to give access to a document based on department or site or company or all ?? i want to link to the documents from within my service FAQs . Thanks Ralf

Thanks for the reply , i see your point , but why will it search any string for all the other categories or even in the request list ; not wildcards required here ?

Hi, don't know if this was intended but the "Request" search on the top of page is not searching for partial request numbers , partial search for all other categories seems to work. Thanks Ralf

Hi, Is it possible to have the Global address book lookup available in the email client like it is in supportworks ( we use the current supportworks email to send out company wide system notifications ). I know that you can enter the delivery group details manually , but for accuracy sake it would be safer if picked from a list and i have seen the new Bulletin tab for services , which will be great but will not replace the required email notification in our case. Thanks Ralf

Hi, is it possible for dashboards created in admin.hornbill..... "advanced analytics" to be accessible from within the live.hornbill..... portal ? Thanks Ralf

Hi Steve, are there any plans to be able to import PDF's into the FAQ per service ? Thanks Ralf

Thanks Daniel for the update. Ralf

Hi Steve, thanks for the reply . Yes, solution icon appears once linked to a problem wth workaround defined . Ralf

Hi Alex, In supportworks we can link incidents to problems and when the problem is resolved it will close the linked incidents and email the resolution text of the problem to the incident customers . can you see a way of replicating this automation in service manager ? Thanks Ralf

Hi, we are scatching our heads at the moment . we have 3 services defined with a number of catalog items and certain action icons enabled or even all action icons enabled . I then logged requests against these 3 services . When i look at the request the action Icons for "Connections" and "Solutions" will only show for one service type and not for the other two . I searched the Wiki but couldn't find any answers, we think we set up the services correct ? is there something we are missing ? Thanks Ralf

same page in chrome :