gwynne

We sometimes have users that email an update to a ticket even after the closure. It does mean we don't get notifications. could a closure notification be added so any customer updates an automatic email template gets pinged back?

In our change process, authorization managers get email alerts from changes however they are not always able to get to a computer to agree the change and some could be urgent. Is it possible to make it so those who get email can reply in a way to move the process on rather than having to login directly to hornbill?

Yes still an issue, as in some cases we create duplicate tickets as the email does not move till ticket creation. Alternative to locking the email while process if this is a tricky process to implement how about similar to Hotel website where it indicates some is currently viewing the ticket?

I have been asked by a member of the team what our retention period is on tickets & emails in the system. Can this be defined? is there a default Regards Gareth

Hello any further info on this, could this be implemented?

I was wonder if it would be possible to create emails pulling data from the ticket to create a template of such. This would include question answers Regards Gareth

Any further thoughts to this?

Hi James, The issue with the App is notifications become an overload as you cannot (unless it has been updated) control what notifications the mobile gets specifically so you end up getting notified about everything under the sun.

1. No specifics on user access this would be ideal to be able to have the flexibility to allow anyone to see if we need them to. Example is we have project teams who request changes from the technical team so having that overview would be great.I appreciate currently there is licences needed for change cal access however this is info only and a licence would be OTT 2. Not great amount of info is needed for us as its more about the complete view of changes rather than the specific info Title, Description Date & Time of change Status of change Like I say use cases we have involvement from all walks of the business and having the overview of changes in outlook would be ideal from a project/ Team management point of view to see. Plus we have users who have a low usage of Hornbill itself so having a overview for them would also be good.

Hey We were wondering if we could have better integration with the Change Calendar a few suggestions are as followed Make it an internet Calendar so we can add it to outlook or a possible integration with outlook. Or possibly a downloadable ICS File We just wanted a better way of sharing changes out Let me know your thoughts G

Quick question about this, who gets the notification for review, is it all the members who have access or the owner?

Thanks for that completely missed it

Hello What would be useful is if we could set a review period on documents in the system that emails a notifications to a selectable email address when the review period comes up. We have documents which may not be relevent in a years time so it would be good to have review periods set so that we can update or delete documents if they are no longer valid.

Appreciate that can be done however very annoying having to go back, in terms of the removal of attachments would it be more feisable to remove but not commit the removal till the capture has finished like the attachments become grayed out and you are able to undo the remove?

When it gets to the segment shown the ability to quickly strip attachments would be useful as we have many items in the signature. But also the ability to restore any removed items in the case of accidental deletion.

Hello I was wondering if a Remove all button could be added to strip all attachments from a email call logging. as well as a restore function if we accidentally remove one we dint want to

Hello I was wondering if we could implement something like catalog Items under the change type. The reason for this is we have a number of standard changes that have specific BPM and Progressive captures and would like the ability like catalog items under incident and requests to be able to set specific changes and pick and choose the custom workflows Is this possible? Regards Gareth

Please can we get snippits available for resolution and on hold statements Regards Gareth

No area or specific ticket type, they sometime just disappear. most of the time a logout and back in resolves it but not ideal

The frequency has died down however we are still getting times when categories are missing

Hi James Thanks for the responce

When removing attachment through the progressive capture they still seem to be attached in the ticket view

Please can we have some feedback on this I have already raised a ticket with support and it was a low priority based on the fact it is not effecting just our team can this be escalated

Juts a note this is not always apparent the issue seems to randomly appear

Still not working for me, all agents experiencing lost of category lists, cant expand the lists or update categories in calls