samwoo

Cheers @cchana just a though if there is any new fixes/features maybe have them appear at the top in bold each time there is an update. Or even better, if there are any new additions to the changelog that the user hasn't seen yet then make it bold otherwise they will not be bold. Samuel

@James Ainsworth has submitted a proposal from this post: Question asked in this post:

@James Ainsworth (I'm not sure why I have two posts with the same title... in this post but this is the main one.) James are you able to elaborate a bit more on what this would mean going forward? What I was looking for was a way to have an Applications Service with each business applications as a Sub-Service. When you click on the Sub-Service you get any forms / requests / FAQ's relevant to the Business Application. Maybe have a checkbox in the Services area to enable "Sub Services" to only enable it against specific services. See the following image as an example of how it would look in a hierarchical structure This will allow customers to see fewer services on the main screen, so if they have a specific applications request then they would open the Applications service, then open the relevant Applications Sub-Service then fill out the relevant forms. Thanks, Samuel

Cheers Daniel

Hello, At random occasions (but very often) when desktop Notifications Popup the content is written in what appears to be something similar to flowcode... is is possible to have this make more sense? Such as the call Summary and Reference? Also (this is always) when clicking on the Desktop Notification it takes us to a blank "Post" screen instead of the related Call / Activity / Comment. Thanks, Samuel

Sorry I do apologise i misread your post. Not sure about the Timer's for reopened calls sorry

Hi, This is our solution: What we have is a task that is created after the call gets resolved. Human Task - Is the call resolved? If the "Is the call resolved" Task = "Yes" then create a new Automatic Suspend - Wait for Resolution Task Once the Analyst "Resolves" the call, a new Human Task is created with an expiry of 5 days. This task contains 1 button ("Reopen Call?") If the Human Task expires then the call will automatically close If the analyst completes the Human Task by clicking on "Reopen Call?" they will need to provide a reason and then the call status will change to "Open" Repeats the call from step 1 above This will loop if the call is constantly reopened until the Human Task has expired after 5 days, Sorry my post is a bit rushed if it doesn't make sense. Is this the sort of info you are looking for? Thanks, Samuel

If we could alter the grid size ourselves horizontally and vertically that would auto resize the icons / text wrapping that would be a great feature alongside some form of improvement to the image.

Hi Neil, Not quite what I mean but not a bad idea as well. What i meant was to be able to group certain things manually so a few examples.. we could manually add all our Service Requests BPM's into a group called "Service Requests" or All our Individual Applications BPM's into an "Applications" Group or Even a specific "Outlook" group in PC's for all forms related to "Outlook" or For a specific Applications we could group all it's relevant forms (incidents or service requests) so we can easily identify what form the application is using. We could potentially group one BPM in multiple places so we know that it's being used twice etc I wrote this post in a bit of a rush so i hope it makes sense. Thanks, Samuel

Hi Daniel, Brilliant it'll be a great start to improve the Simple Lists in ways we've never done before. Thanks, Samuel

Hi Michael, There is a way you could do it... Create the very last task with a decision that once completed automatically resolve the call... then go into the Service and disable the "Resolve Call" button against that Service. The only downside is that you cannot write a "Resolve" message that gets included in the email to the customer once the call is resolved... unless i'm missing something? Thanks, Samuel

Hi @Gerry, Brilliant, i don't generally use MySQL but I can definitely see why we need to give each column a name as i've come across that in other SQL where the column becomes too long. All resolved from my side - @Everton1878 does Gerry's advice resolve it for you? Thanks, Samuel

Hi Martyn, I have asked a similar question here: It's definitely better to have it as it's own topic. I agree that we should have some control over the size of the image or even remove it entirely... but I guess it would affect the bulletins in some way? Thanks, Samuel

Hello Neil, Brilliant I will be looking forward to this feature. I will keep an eye out for the release and have a go at it. Cheers, Samuel.

Hello, On the Self Service portal, could we have an extra button when you click [+] More underneath the Service that would allow a user to jump straight to the FAQ area? Our testers have found different ways of navigating and some prefer to use the [+] More button and others like to click on the Service itself etc. Thanks, Samuel

Just had one of my colleagues ask me about this issue and it is a big issue here as well. This certainly needs thinking about...

Hello, Is there a changelog available for the latest Service Manager release? It says there's an update available but nothing has changed since the last one . @Gerry looking forward to all the improvements in this area Cheers, Samuel

Hello, When it comes to querying and using functions related to dates (such as CURDATE() or h_datelogged) it doesnt work Few examples: DATE_FORMAT(h_datelogged,'%d') does not produce the day... in fact nothing in this function works, it just produces a blank field CURDATE() doesn't work DATE(h_datelogged) produces an empty field DAY(h_datelogged) produces an empty field. We have tried different variants but the all produce empty fields. Only when we query h_datelogged it brings back a value. And i think it does the same thing for other date fields too. Is there any pure documentation for the SQL that can be used in Hornbill? Thanks, Samuel

Hello, I was wondering if anyone might have had any thoughts about my previous post? One of my colleagues was just curious to see if its possible to automate some more Many thanks, Samuel

Hello, I cannot find any Simple Lists for the "Operational State" field, is this configured somewhere else? We currently have: - Operational - Pre-production - Retired But we have a need for : - Missing - Stolen Can this be done? Thanks, Samuel

Hi Steve, Thanks for your response. We'll give it some more user testing, the Suggested Search Terms sounds like something we don't have much of yet as there hasnt been a lot of searches yet :O. Many thanks, Samuel.

Hello, I do apologise for the amount of question's i am going to ask... things that have popped up whilst working on the Self Service Portal. We have a huge number of Applications, managing which Service users are able to see is another job in itself... so I was wondering if I could request a new feature to have Sub Services or Sub Catalogs. At the moment we have each Application (based on their Resolver Groups) seperated and there is loads (alongside standard IT services) Laptop / Deskop Outlook / Email Access Request New Starter/Leaver/Mover Application 1 Applications 2 Applications 3 Application 4 etc... It would be a big benefit to have a main "Applications" Service, with individual Applications as a Sub Service with their own Catalogs Can we change the size of the icons or how the Services / Catalogs are viewed in the Self Service portal (maybe a list for example) - users have said that it's cluttered and too large Is it possible to remove the large image or have a smaller one as it takes up a lot of space at the top of the screen (on some of our user's laptops, it takes over half the screen) We need certain services to be in a certain order, but cannot reorder them... the only workaround we have is to use > Service Name < which isn't great but brings the most important services to the top (though not in the best order) We currently have no media server to upload images so they can be used in the FAQ's, could we have the feature where images can be pasted into it directly from clipboard ? Such as you currently have in Requests / Workspaces area? Or to be able to upload images then add them to a certain position in the FAQ (a bit like you have on the forums) Could we have a "minimum number of days" added to the Date Field on a custom form? If we put 5 days then it will automatically populate with 5 days from now, but will also inform the customer that the minimum number of days is 5 if they put in less. Thanks, Samuel

Hello, I do apologise for the amount of question's i am going to ask... things that have popped up whilst working on the Self Service Portal. We have a huge number of Applications, managing which Service users are able to see is another job in itself... so I was wondering if I could request a new feature to have Sub Services or Sub Catalogs. At the moment we have each Application (based on their Resolver Groups) seperated and there is loads (alongside standard IT services) Laptop / Deskop

Hello, I would like to request the ability to be able to define groups in the Progressive Capture and Business Process Management area. A bit like the "Views" in the "Request List" I would like to be able to define groups based on my criteria, and to have the ability to share it to other administration users. Samuel

Hello, A feature that I thought of whilst working with Nadeem that would certainly help to narrow down the Service / Catalog that the user requires would be to have the ability to add tags to Services / Catalogs. Some users may refer to something differently to others and tags would be a good way to reflect this as they would type it in the search box on the Self Service Portal and would be able to find the Service / Catalog they require to log a call. Samuel