Kelvin

@TrevorKillick Thank you

Is the demo site still available?

So 6 months ago I was tasked with carrying out a review of how we use Hornbill and what additional function we desperately need. After spending many hours reviewing and talking to other organisations and suppliers, we decided that 99% of the missing functionality is now available but we have't implemented. Thats great news, I very much like Hornbill both staff and product. So the next phase is to look at what we need to change and how we are going to do this. This got me thinking We have close to 30 teams (100 users) supporting 5000 Customers, everyone in every team is responsible to log any interaction with a customer on the request. Up till now we have added each user to each team (organisation) and then used "Hornbill Service Manager>Configuration>Service Desk" to disable the ability to have calls assigned. Is there a better way of doing this? I have also noticed that if no team is assigned to a service it says Has this always been the case? In an environment where we all contribute to all calls would I be better to change our current services to all be left blank? (What are the pros and cons) Im sure there will be more as I plan for the future but thank everyone in advance for any advice.

My Boss wants to be able to run a dashboard and look at any calls logged. What is the best way to achieve this. Currently he can log in can get to the request list screen however as he is not part of any team he is unable to view any requests. I remember when we first went live a couple of years back we could set up custom views by including a criteria like "Service" "is not" "Test" Is this still the only way to do this. He ideally wants a personal dashboard and drill down from some of the graphs. I hope this makes sense

+1

@Lyonel Thank you for that, however I am looking for a user dashboard so that they can drill down to the call details.

I have been asked to set up a dashboard for a colleague which would show calls that have been open for a certain period of time, eg call age over 72 hours. is this possible?

@GerryI would be very interested in these. I await the communication.

@GerryReading this, is this for the Supportworks community or the Hornbill Service Management Tool?

I like the idea of the 2nd day but for me having it as a separate workshop day later in the year would be better. Like you said to take 1 day out of the office is ok but 2 together is pushing it

Hi All We have been having an issue over the last couple of days where when you print a call the Customer Details are missing. They are selected on the check boxes and we have checked on various browsers.

+1 here too

+1

Hi Guys Is it possible to sort a board by Priority?

@James AinsworthPerfect I thought I had tried that yesterday but all working today. Thank you

https://www.youtube.com/watch?time_continue=3&v=1dkfPvoKiZY After viewing your video for displaying conditional fields, I have been trying to create a form with a similar first field. A list of instruction only. However I am unable to work out what options I need to tick to display a read only field. Have I explained this correctly?

We seem to be ok this morning

We had the same issue all day yesterday, will check this morning and post back on here if still an issue.

@James Ainsworth I always wondered what the different colours meant.

I wonder if this could be taken a step further and allow us to design our own nodes using the standard fields. (Name, site, asset details) This wouldn't certainly help our workflow as sometime depending who the customer is you might not ask all the questions in the same order.

Please could we have an additional field in the request list view Last Updated By This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me.

@DeadMeatGF @NeilWJ Thanks for the feedback. I have changed the decision to no match as there are only the 2 different choices. All now working.

@James Ainsworth The field is either blank or "Rejected". The decision Node only has 2 outputs == Rejected (which works) and != Rejected (which fails)

I have a problem in a BPM where a decision wont behave as expected (it did when first built but not correctly over the past couple of days) I have a decision with the following Expression The alternative one which == Rejected works but when the Custom Field A is left blank the above Goto will not fire. Am I missing something?

@Victor Thanks for the update