[Preview new GUI ending a chat]

Thanks @TrevorHarris for the confirmation

 

[Preview new GUI ending a chat]

Hi, 

Apologies if I have missed this elsewhere, but when using Live Chat and wishing to finish the chat at the end there doesn't appear to be a means to finish, when using the preview new GUI.  There is either Cancel or Raise Request, I don't wish to do either. Is this a known issue or have I missed something.

Thanks

Martin

[SLA - Managing Analysists Shifts]

Thanks, @Gerry, sorry for the delay in replying. I agree with the not setting status and this is where we have the issue as we use auto-assign. I'll take your comments back to the team. Thanks

 

[SLA - Managing Analysists Shifts]

Hi @Gerry  We have been talking about having a users status in Hornbill to be based around a shift schedule as we have a number of teams where users work different times, and manually resetting one's status more often than not does not happen. Is this the same thing you are talking about here?

[How to Sort Request Search Results]

@James Ainsworth Hi James, Do you have any update on this RFC please. I have also raised before and suggested the results perhaps could be presented in request list format with all the functionality that provides. 

[Requests Contact Details]

Hi @James Ainsworth - Sorry to chase, any advice on this would be much appreciated. Thanks

[Requests Contact Details]

Thank you @James Ainsworth
The joins are always the challenge for me when it comes to organizations and contacts :-)

We have been asked for a list of the job roles of the customers who raise incidents with us. So we're not really interested in incident refs.
I was kind of thinking that we maybe have a filter by (between) logged date so we can restrict the numbers returned.
Then just produce a list that we can use in Excel.
I don't think it's going to provide must use IMHO as there are likely to be lots of roles that are effectively the same but called something different.

Thanks for your help

Martin

 

[Requests Contact Details]

Hi, 

I'm trying to write a report that lists the name and job title for the Organization contact that has raised a request in Service manager. I've tried the links between  h_sys_Organizations and h_sys_contact and h_itsm_requests but to no avail. Can anyone help please?

 

Thanks

Martin

[Adding a sort option to the notifications icon]

Hi, 

This would be a huge benefit to myself and our team. Surely this is a very simple development, have a up/down around that switches between chronologically descending order to ascending order. Pretty standard functionality IMO

Martin

[Sub-Libraries]

Hi @TrevorHarris Thanks for the reply. That certainly would help although it still falls short imo.  Would it be possible to provide a mechanism for the global My Documents area to be applied by service category perhaps? We have a number of different business areas that we wish to only display the relevant document libraries to on the customer portal. That would  enable the tags and filtering to be used to a far greater effect. Thanks

[Sub-Libraries]

Hi @TrevorHarris, Thanks for that, I can see that on the My Documents link in the Customer Portal. However, we have various documents spread across multiple Libraries that have been linked directly to a Service, so that only documents relating to that service are visible. There is no way to search, use tags or view documents in an organised structure when viewed this way.
 

Martin

[Sub-Libraries]

Hi @TrevorHarris, You say you do not have the concept of hierarchical folder structures,  this is at the current time, however can this be put forward as an enhancement please? We also have a large amount of documents that would benefit from being able to be placed in sub libraries for Portal display to customers.

Using tags is fie internally but I can't see anywhere that a portal user would be able to search by tags, or search at all to be honest. Thanks

[Workspace search Results]

Hi, 

Is there a known issue with global searching? I have tried the profiles below with no results found. Thanks

 

[Email font issues]

Thanks @Victor The template used in this example is 'RequestMessage'. It's only when the number or bullet icon is selected that the font specified in the template is ignored.

 

The template source is below, I have removed footer info to make it easier

<basefont color="black" face="tahoma" size="11" />
<p style="margin: 0cm 0cm 0pt;"><span style="FONT-SIZE: 11pt; FONT-FAMILY: Tahoma, Arial; FONT-WEIGHT: normal; COLOR: black">Hi {{Customer Contact.H_firstname|empty}} {{Customer Coworker.H_first_name|empty}}<br />
<br />
<br />
<br />
Kind Regards<br />
&nbsp;</span></p>

Thanks

Mrartin

[Email font issues]

Hi
When using the Email action from within an incident and typing in the comments field, if you use the Bullets or Numbering the font changes and is then retained for the remainder of the email. Is there  a setting to control this or is this a 'bug'
Thanks

[Email editor display size]

Afternoon

Would it be possible to have a mechanism  to increase the display font of the outgoing email box as it is very small. You can zoom into the whole page which allows the browser zoom option to be used,  however it would be good to have the option within the timeline to zoom a single field (Could also apply to the Update field).  The font size in the window is set to default. When viewing the source this is set to 10pt, even though within the email template the font is set to 12pt. Ideally we would like the option of a 'Zoom Field' button that would increase the viewed size whilst typing but would not affect the email defaults when sent.

Thanks

Martin
 

[Requests Search Results page]

Hi

Apologies if this has been raised previously, I couldn't find anything on the same subject.

Would it be possible for the results following a Request Search to be presented in the same format as the Request List? This would enable much easier navigation through the results together with all the other tools available on the request list.

Thanks
Martin

[Timesheet Manager Usage Feedback]

Thanks @Alberto M
Think i've  sussed it now :-)

[Timesheet Manager Usage Feedback]

Thanks @Alex , good to hear about the update.
Also, I added this to anther thread earlier but the date selector bar appear to me a month out !
 

I don't suppose you can advise what table the timesheet sub categories are stored in, I can't locate them anywhere? Thanks

 

[Timesheet Manager Usage Feedback]

Hi @Alex , Personally I don't use the play button at all. If I am investigating an issue for a customer on one of my incidents I generally keep a track of the time spent separately as it may require testing in a support environment or remote dial in access. I would then add a comment update or an email update and type the time spent in the timer box.
I think others may use the play button, I can do a quick straw poll if you like?

Martin

[Issue with Timesheet]

I have also noticed that the date selector bar appears to be a month out!

 

[Timesheet entries are not saved when updating a request with time spent]

@James Ainsworth

Hi James,  I came across this this morning, I have made a few updates on incidents and added time but my timesheet is only displaying one entry from today.
I know I definitely recorded an update with 3 minutes time against it as well as the 10 minutes that is being displayed.
I also checked in database direct in case it was just a display issue but it is the same.
This has also been reported by other members of my team.

SELECT * FROM h_timesheet_values where h_member = 'martin.bowman' and DATE(h_time) = '2020-06-01'

 

[New Service Manager UI]

@James Ainsworth Shame, I found the Home Workspace icon really useful to keep these separate given the number of other notifications I have in the Bell icon

 

[Building a knowledge base?]

@James Ainsworth Hi James, would you have an update on this issue at all please (As per @Martyn Houghton above)  I believe we also enquired about grouping/filtering FAQ'a also.

Thanks

[Supported Media File types]

Hi,

This was initially raised in 2016, but having hunted around the wiki I am unable to locate details regarding the supported file types for inserting media into Workspaces. I have tried .wmv and .mp4 videos but get the error stating unsupported filetype. Can you confirm a definitive list of what file types can be posted please.
Thanks
Martin