[My Services -> [+] More -> FAQs (Self Service Portal request)]

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

[Applying an email to request - Auto uploading all images with no option to remove.]

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...

[Queries Regarding Application Upgrades]

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

[SQL Date Issues]

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

 

[Cannot update the External Ref No]

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

[Simple List for Asset's "Operational State"]

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

[Tags in Catalogs for Self Service Portal searching]

On 23/07/2016 at 6:39 AM, steven boardman said:

Hi Samuel

A few things which may help here. 

1. When Searching the results are derived from Only the Services the user is subscribed too, so the search is limited to relevant content for the user. 

2. We are introducing a new feature shortly which will allow the service to be sorted by their Category - so the user will be able to display, say IT only Services, or Communication Services - depending on what categories you have defined and associated to each Service - this again may provide a good starting point for users if you have a massive list of Services which you offer - This development should be released in the coming weeks.

3. There is a current feature called Suggested Search Terms - this does two things:

(i) Everytime a user types in the search bar and searches, the search term is saved in the database, and is available to report on what the users are searching for - this helps to understand perhaps the areas where knowledge is needed. 

(ii) Previous Search terms, should be presented as Suggested Search Terms for the user or other users (only relevant where the users are subscribed to the same services, providing users with some assistance in finding content. 

I hope some of this is useful?

Steve

 

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.

[Self Service Queries]

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.

1. 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
2. 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
3. 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)
4. 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)
5. 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)
6. 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

[Self Service Queries]

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.

1. 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

[Groupings in PC's and BPM]

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

[Tags in Catalogs for Self Service Portal searching]

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

[Self Service Portal Summary area formatting]

Hello,

We are in the process of setting up the Self Service Portal. Setting up the PC forms with Nadeem on Monday and Tuesday was very good, but we have identified an issue with the formatting on the Summary area on the Self Service Portal.

Our questions can be very descriptive, there is hardly any way to shorten them whilst making sense to the user, so when the answer a question the Summary Area gets very cluttered.

This is a mild example, we do have some extremely long questions in PC's against other catalogs.

Can the way the Summary screen appear be improved for very long questions? Maybe have the questions run along the top of the answer spanning the width of the Summary box (with padding of course).

Samuel

 

[Details Form - Drop down list ordering]

Just a suggestion, when we create Simple Lists by default the list is ordered in the order you added them. But have a button on the top to allow the user to choose the criteria which controls the list ordering A-Z, Z-A, Custom or Default, all done within Simple Lists.

Where a use chooses custom they can use the current ordering (ie. if they set it to A-Z) then they can move other items up and down the list as they require.

This would help with our Applications Simple List as we could put the most business critical applications at the top of the list, and all the others are sorted alphabetically underneath it.

Samuel

[Copy and Paste in Progressive Capture]

Hello,

Working with Nadeem on site on Monday we have discovered that we cannot Copy and Paste within the Progressive Capture. I would like to request this feature to be added to the Progressive Capture area as it does for the BPM area.

Another related feature request - is it possible to allow nodes to be copied between hornbill tabs/window via Windows Clipboard? Say I have two Progressive Capture or BPM windows open for seperate things, i would like to be able to copy a node from one to the other (if possible), for example if i need the same custom form on two seperate PC's which are already built or have a task in one BPM, but need the exact same task in another.

Thanks,

Samuel

[BPM and Progressive Capture List Sorting]

Thanks Neil, we'll be keeping an eye for this feature

[BPM and Progressive Capture List Sorting]

Hi Neil,

Sitting with Nadeem today We have both checked, on our instance and your instance and the column sorting does not work . This applies to the BPM and PC area

Cheers,

Samuel

[BPM and Progressive Capture List Sorting]

Hello,

Can I request to have the ordering of BPM's and Progressive Captures based on the Active/Non-Active status column?

Thanks,

Samuel

[Queries Regarding Application Upgrades]

It's great to be able to see a list of the upgrades that have occurred against each app and who kicked them off, but is it possible to retain the Change Log against each upgrade applied?

[Report Inputs - hard to use with the current format]

Hello,

When running a report in the Service Manager, the Report Inputs (such as the datetime range) are not correctly formatted. We use Google Chrome (the latest version) and have updated to the latest version of the Service Manager on Tuesday 8pm. 

This is what it looks like:

As you can see we cannot see the numbers in the time fields. The up and down arrows i believe just needs to be moved to the right of the input fields maybe?

Thanks,

Samuel

[Cannot update the External Ref No]

Hello,

Just to update this post - the External Reference issue is now fixed! We can now update it within the call for it to appear in the Request List and in the Call details.

A couple of requests:

To either automate the External Reference and/or to help nudge my colleague away from using the External Reference as the field she uses to store the details of the current stage I would like to request the following:

• To be able to update the External Reference from within the BPM using an Automated Task
• To be able to update the Custom Fields via the BPM Process using an Automated Task and to be able to show them as a column on the Request List
• To show the current stage of the call as a Column in the Request List combined with the Custom Fields for custom text (My colleague prefers the Request List over Boards)

thanks for your good work and progress,

Samuel

[Line breaks when updating Call Details]

5 hours ago, NeilWJ said:

There is a multil-ine text input option for flow codes (Automated Tasks) available as an input type. I will ask the the SM team to update their flowcodes so those fields that can accept multi-line input are updated to reflect this. Once done you should be able to edit the fields in a popup textarea. You can also inject context variables into it using "ctrl + left click" to popup a menu of context variables.

Hi Neil,

Wow fantastic this is a great improvement to the Automated Tasks. So I guess that whenever there is an automated task that can add text anywhere, it will be able to use the Multi-Line editor (except where the text field is only a single line)? I will look forward to when it becomes available.

Many thanks,

Samuel

[update release notes]

Hi Gary,

Regarding the mapping of custom questions, check this thread out - my post in here contains a link to the Wiki where the information is available:

Also if you go into Hornbill Adminstration -> App Store -> Service Manager you will see the current change log. There is also a new button at the top right which will populate each time you do an "Update" to retain the History.

Hope that answers your queries,

Thanks,

Samuel.

[Request List: Filters not filtering properly]

3 minutes ago, Victor said:

SR00014224 is assigned to a team (Infrastructure) that you are not a member of. On the other hand, SR00009869 is assigned to "Project" team of which you are a member of. This why one is showing in the list/filter and the other does not.

Also the fact that you are the customer on the request does not grant visibility from an analyst perspective, if that makes sense

Hi Victor,

Brilliant thank you for the response. Thinking about it, the Self Service Portal is the place to keep track of any calls one raises (even if it was raised via the Service Manager) whereas the Service Manager is a place for an Analyst action on calls assigned to them/their team.

I thought there might have been a small bug, but in the simplest way you have described, it makes a whole lot of sense.

Thanks,

Samuel.

 

[Request List: Filters not filtering properly]

Hello,

I've noticed that I am missing or forgetting some calls that i have raised and had no idea why... now I do. The filters are not accurate and doesnt always show the information based on your filters.

For example, earlier today I raised a call to get someone assigned to a certain group policy. I'm the customer of this call. I have a filter that looks for all calls where i'm the customer and the call is not closed.

But I cannot see my call in the list at all. I've tried different variance of the filter, but to no effect. I believe this might have been happening for some time now as I have just found another call that does not appear in any of my filters. 

• See my filter, I am filtering the list to only show calls where I am the Customer and the call is not Closed

 

• Have a look at the call (SR00014224) where I am the Customer and the call is Open
  

 

• Have a look at the Request List with my filter selected... the call (SR00014224) is not on the list
  

This hasn't happened to all the calls, only a few of them... but it makes me wonder if this has been happening to others without them realising.

Thanks,

Samuel.

[LDAP Import Tool - Password in Plain Text]

We have the LDAP_Import tool running on a server that very very few people have access to, it works as the users with access are the ones who manage Active Directory anyway.