chriscorcoran
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Enhancement Requests
Posts posted by chriscorcoran
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Can you set an authorisation node so that you can choose someone to send the approval to, rather than set it to owner, or specified user?
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@James Ainsworth thanks James, I will have a play and see what I can do with that.
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Not sure if this is possible already.
I have been in the process of setting up change in our environment and it would be great if we could add new sections on to the call record, like the ones we have already for customer details, call details, attachments and timeline, for things like assessment details, back-out plan, review details etc. It just makes the form easier for the authoriser to review each section rather than activities and updates to a call. Many other systems I have done change through have been a form, splitting out each section of the change process. Is this something that is easy to do? I think change is fairly standard across many organisations so would benefit a lot of people.
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@James Ainsworth great news
thanks to you and the team as always for the prompt response.
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3 hours ago, Paul Davis said:
Unless others want to advocate strongly for this, this additional capability seems a nice-to-have, as opposed of providing something that is really needed. Ostensibly, the benefit would be to give prominence to those requests that are resolved/closed, but this is also easily achieved from the request list filter at the top of the list. Granted, this facility is not available for lists created from customised views, but then it might seem that adding this ability (filtering on request state) in customised views would be more beneficial then adding the requested capability. Personally, I would also worry about having an overload of colour on the screen (and possibly clashing ones at that), so foresee many might choose to not take advantage of such a feature. As a result, this isn't in our plans at the moment.
I could hedge and say that we could push for an enhancement request to be raised for this and declare it is in the official backlog, but then given the above I still wouldn't see this being promoted ahead of other forum requested content any time soon and so thought you would appreciate a more candid response. That said, if this resonates with other customers then, of course, that position could change.
@Paul Davisfair comments.
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i have recently implemented the priority colour coding which has gone down well. A number of the team have asked would it be possible to colour code the request lists so that calls resolved and closed have a light green appearance similar to the yellow when a call has been updated.
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9 minutes ago, Steven Boardman said:
@chriscorcoran we've made the first change needed as part of this today, but we will then need to make a couple of UI tweaks to expose this option in the tasks and when creating tasks via the business process designer. As i say a couple of bits needed to support it but the backend change is done and hopefully you won't have to wait much longer to get those reports more accurate without having to educate the team
Thanks for the update @Steven Boardman
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@Victor thanks sorted
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When I send an email from a call the summary changes to all lower case, see attached. Is there a way to keep it the same?
Thanks
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@Steven Boardman Thanks Steven it would be great to have as people are just skipping the time spent and its playing havoc with our reports. In the meantime I will try to educate our support staff a bit more.
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I have an activity that I want people to add time to before they can complete the activity, is that possible? I can make the reason box mandatory just not the drop down and can't see an option in the bpm.
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@Victor thanks, I'm getting a SQL error but the syntax looks correct
2531912019-02-06 10:47:28infogeneral8368Invocations (7f47861a-3c9c-4b36-b019-6e54b63e83ad): system/getLogFileRecords
2531902019-02-06 10:47:28errorperf2300
( SELECT sub_b.h_id FROM h_buz_activities sub_b LEFT JOIN h_msg_messages m ON m.h_msg_id = JSON_VALUE(sub_b.h_extra, '$._emailId') WHERE sub_b.h_target = s.h_id AND sub_b.h_type = 'Email' AND m.h_msg_to = 'support@resonate.tech' ORDER BY m.h_msg_date > '2018-01-01 00:00:00' )
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@Victor thanks, is this in the filter do you mean?
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@Steve G That's spot on, thanks so much. Is it easy enough to add in a filter to select everything from 01/01/18 to current date? If I add in a user prompt for dates it breaks my R script.
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Hi
I have created a number of shared views with graphs but other people cant create dashboards based of these views, is this something that is possible?
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@Steve GHi Steve I had a play on the report, its close but its not picking up the latest email, As an example if you look at IN00025440, it’s only pulling the first inbound message for both first and last message (10/1) but the last email was outbound on the 17/1.
any thoughts. as an aside I dont mind if we have to purchase some dev time to nail this report? -
@Steve G Thanks Steve, I was out the office the last couple of days so missed your post. I will have a play now. Many thanks for taking the time to look into this and do the report, much appreciated.
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@Steven Boardman@Victor do you know which column gives me the most recent update?
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32 minutes ago, Victor said:
and
The issue here is "the first" and "the latest" ... to put this in some technical terms you need some sort of a MIN() and MAX() functions on a specific type of values something that is not possible with Hornbill current reporting engine
... I think the best idea at this point would be to look at a PowerBI integration as you have much more functionality using PowerBi... https://wiki.hornbill.com/index.php/PowerBI_Reporting
@Victorthanks, I will give that go.
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57 minutes ago, Victor said:
Ok, so you want a report showing the last/latest customer update made via an email per request...right?
I am not sure what this means, can you detail, please? Or clarify?
Yes so what I'm trying to do is build a report that shows all calls for a service but it needs to include the first inbound email from the customer and the latest email update added to a call, so I guess a filter.
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15 minutes ago, Victor said:
@chriscorcoran - we received some notifications of slow running queries caused by your instance... are you building and running a report querying requests and activities table? If so please let us know what you need to report because current queries will cause issues on your service performance...
@Victor thanks. No I haven't built anything new yet. I have just checked with our support manager and he was running something. I need to check what it was. He has stopped now, so we should be all good. Thanks for the flag.
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@victor for a report I'm doing I'm trying to get the following, do you think that is possible?
A report where it has the first email and most recent email contact on it (ideally append onto the all incidents report, though I’ll take a separate one as long as it has the incident ref on it.
An ideally sight of last customer update as well as last update on the views in hornbill
thanks to you and the team as always for the prompt response.
... I think the best idea at this point would be to look at a PowerBI integration as you have much more functionality using PowerBi... 
Authorisation Node
in Service Manager
Posted
@Steven Boardman thanks. I have done as you suggested, but it stops dead when I go through the process and get to approval, looking at the process I can see a blue triangle with Auto Assign?