gwynne

Can someone possibly show me how that would look in a work flow based on detail request and decision point?

Hello Can you use the information to base a decision on scheduled date changed? to progress the capture to different locations regards Gareth

Is there plans to add the counter into the tickets themselves? It would be useful to track time on actions or phone calls related to the ticket when doing them? Regards Gareth

Cheers Sam

Would it be possible to allow implementation of progressive capture based on The service Request type rather than a catch all based on request type over all services?

Plus what is this one CHANGE: Improved custom request views builder

Hello can someone explain some of the new items released NEW: You can now map custom questions to the summary, description and custom fields of a request - How do I add custom fields to this? What do the below mean CHANGE: Added scheduled change dates as output params

Please can we have the options to Pin Customer & Questions Thanks Gareth

I would like it to be able to link Default Priority to Request Type

Has anyone figured out how to report and action first time fixes in hornbill, its a concept we are looking to report on. Very hard to explain but we wont a job to be able to transferred to people at will if they have no update actions based on them its still classed as a first time fix ticket but if its transferred and has actions applied IE emailed customer updated actions done, then its not a first time fix form Regards Gareth

anything on what tasks may do in the future? I would also like to be able to lock out tasks based on what the task for example a task to peer review a change but i dont want the owner to be able to progress it it has to be done by another person?

6. Time Controller Field (just removing the date pate of a current field option?)

i would like the ability to add extend the already inbuilt forms especially the summary & description one i don't want to edit the main two field but the ability to add addition custom questions to it so I can get more use out of one page of questions

Sometimes the custom contact created is a service desk contact so instead of the mandatory firstname/surname i would like the ability to but a service desk name it which is visible as a defined field in the contact list Plus also being able to rename custom column field names

Hello, When you have multiple possibilities in checkpoints depending on certain out comes is there anyway we can implement a mark off of the checkpoint circles that are not used, maybe a line through them or a different color to indicate that this point has passed but this checkpoint has not been used

5. Decision node - If scheduled time is changed Example Yes carry on No point back to cab approval

I am wondering if this could be solved on status change simply by highlighting the job in a new colour when it comes off hold? But I would like to see a on hold calendar

Both thank you very much for the input, I will test both and see what works for us Kind Regards Gareth

Hello I would like to propose some changes to the change process - 1. Editable Questions or rerun capture to amend custom questions 2. We use a peer review mechanism based on tasks is there anyway we a node can be built for team/individual to review the ticket before moving in the workflow 3. Filter boards by scheduled date/time 4. Add scheduled date/time on board ticket box

Where does it place the data recorded that did not seem to show up in the timesheet?

Please can some explain to me what the new option you get when rasing a ticket from email. I can see you can apply the ticket to a timesheet category but what time recording does it do. Does it log email time? , Actions in the ticket? duration ticket is in the system? plus it does not seem to update anything currently as I closed the ticket and nothing applied in the timesheet against my name? Regards Gareth

H Ralf, Is there any part of the powershell / ldap setup you can share, I am not well versed with either but I am interested it automating the archive process? Regards Gareth

Hello, Many Thanks for that Regards Gareth

Hi Gerry That's a great explanation and hopefully I can be part of the success I don't know if you have specific beta testing actions you require but happy to help if there are any specifics you want to test in a real work scenario Cheers Gareth

One final thing is the product going to be free always? or will there eventually have a fee associated with it? Regards Gareth