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Conor

Hornbill Product Specialists
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Conor last won the day on January 29 2019

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About Conor

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  1. Hi @Alisha I have been asked to ask you a few questions about this requirement: Is this kind of an Excel doc type funtionality?Would this involve Dynamic or predefined columns?How many columns would they need?Once the data is stored, what would they do with it?
  2. Hi @Alisha I have raised this as an enhancement request with the relevant Hornbill teams. There will be definitely be changes required as the request details need to be able to cope with that type of data as well as the Progressive Capture, but as I say I have raised it with the right people and we will get back to you ASAP
  3. @Jeremy I believe these settings are browser based, such as a contrast extension in chrome. The only setting I'm aware of within a Hornbill user profile is to enable dark mode, and I cannot find anything extra in the Hornbill admin settings. As Hornbill is fully web based I believe any browser based accessibility extensions will work with Hornbill. I have asked the team in charge of the WCAG compliance the question as well, so if there is any change to that we will update here.
  4. Hi @Jeremy We have the following wiki pages that may be useful: https://wiki.hornbill.com/index.php/Hornbill_WCAG_2.1_Status https://wiki.hornbill.com/index.php/Hornbill_WCAG_2.0_Status
  5. Thanks @AndyGilly I have fed that back to the developers, but yes at the moment everything that has been previously entered will be lost including customer information. From the user app, you will need to ensure that the Progressive Capture associated to the catalog item you are switching to (from the Knowledge center) includes the two attributes highighted in the below image - they won't be presented again as part of the switch, but if they aren't there then the customer/service information won't appear (and it will end up being logged without a customer)
  6. Hi @AndyGilly When you first go to log a ticket as an agent, you could select ''Raise New'' or ''Incident'' or ''Service Request'' etc. Each option has a default progressive capture, and that then branches off depending on the options selected in the last question. If you tweaked the initial Progressive Capture to show the request details form before the service selection, the knowledge centre results would be across all services. Something like this: The initial progressive capture used can be found in the service manager admin settings here:
  7. @AndyGilly It's because the service is one of the criteria for narrowing the search. The more information entered then the more specific the results are. If the summary box is part of the progressive capture before the service selection it will show catalogue items across all services the customer is subscribed to. I will update the documentation to make that clearer.
  8. Hi @AndyGilly It looks like it works on the employee portal correctly, but I'm getting the same as you from the agent view. I've raised it with the relevant development team so we will update you here as soon as we have addressed the issue.
  9. Hi @Gerry That was me, I thought Alisha meant the employee portal dashboard which can contain links out to other resources. Actually the question was about having links to things like Hornbill Board Manager from within an Advanced Analytics dashboard, which from my testing is not possible at the moment. External images can be added, but they are not clickable.
  10. Hi @Alisha A link to redirect to other Hornbill apps isn't possible from an Advanced Analytics dashboard at the moment. @Gerry @NeilWJ is this part of the roadmap for Advanced Analytics?
  11. Hi @Darren Rose It's not possible to report on the stage checkpoint of a ticket (happy to be corrected on that), as that is held in the BPM bit rather than the ticket bit. There are many easy ways to report on the stage with some simple tweaks to the relevant process though. You could update a custom field or one of the main ticket fields when the process hits a certain stage, and remove it / update it at the end of the stage. You can then simply report on all tickets with the relevant field with the value you added in the process. You could also set a sub-status, so when the ticket hits that stage it updates the sub-status and removes it when the stage is finished. Again, you can then report on all tickets with that sub-status. Both of these options can also be added / seen on the request list, or filtered on using the view builder. If it doesn't need to be an output i.e. to csv or pdf, you could also post to a certain workspace when a ticket hits a certain stage and then update the same post when the stage ends. This will be easy to see, share, comment on, keep updated on, and see / search historic posts that are automatically updated when tickets hit the relevant stage. You could also use the Board Manager app to provide a high-level view of all tickets, which will show you at a glance all the tickets in a certain stage of a ticket. I know several customers use this to manage all Change Requests during a CAB. Like the below:
  12. Hi @Adnan Zamurred This can be easily catered for in the Hornbill Advanced Analytics module via the trending engine. It does require an Advanced Analytics subscription though - https://wiki.hornbill.com/index.php/Measures . If you guys do have access to the trending engine there are lots of examples on the sandbox (https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/analytics/measures/ - I doubt I'm allowed to put credentials here but the Hornbill Care team will be able to provide them no problem - just email care@hornbill.com) In the case you don't have Advanced Analytics it may be possible using an external reporting tool (or just Excel) by exporting the data out of Hornbill with this: https://wiki.hornbill.com/index.php/Hornbill_Data_Export .
  13. Hi @Alisha If you mean the employee portal there is a links widget available which you can configure to redirect to other resources, such as the boards app: This widget can contain multiple links, and are configured using the below options: and an example would look like this:
  14. Hi @Ben Maddams The simplest way is to click the print icon on the right of the ticket actions, select the relevant details (questions hold the progressive capture results), and print the output as a PDF in your machines list of printers.
  15. Hi @AndyGilly This may help - https://wiki.hornbill.com/index.php/Knowledge_Centre This will show any relevant catalogue items / FAQs / known errors / requests that are related to the text that has been typed in to the summary field as the agent is logging the ticket.
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