Michael Sharp

Thanks for this @Mohamed, perfect

I've come to realise that I think since moving to the centralised LDAP service last year that roles are not being applied to newly added users. As a consequence I have a lot of users unable to access the employee portal which I want to go live with. I have tried to rectify this as below but doesn't appear to be applying the roles? Please can someone help me with this? The sync service is still adding users and updating attributes without issue. Regards and thanks, Mike.

Thanks @Chaz appreciate that! Mike.

Within all details provided by our customers or engineers, the word "zip" is automatically converted into an emoji wherever used. Can this be removed or toggle-able please as doesn't read very well within the portal and on our service desk (and doesn't suit the corporate nature of the business either). Regards and thanks, Mike.

@James Ainsworth @Daniel Dekel this might be a good to get as an employee portal widget so engineers can see how many requests they have assigned with unread content? The one currently for authorisations outstanding works really well for me. Mike.

@Adrian Simpkins we created a custom role that only allowed the reopen function instead of giving full access to the request type and called it "reopen allowed". Mike.

Something my OCD can't handle is why "requests" isn't capitalised but the rest are?

Thanks for this @James Ainsworth, definitely helpful! Also understood about the notifications. Mike.

Please can the same system parameter be included for the employee portal as the service portal to hide the resolve by field by default? I am currently unable to hide the resolve by field. Thanks and regards, Mike.

Also I preferred the request list to look as it does in the mobile app with the combination of pink/blue - this used to be the case on the desktop app which is now completely blue?

@Steven Boardman see below. The requests tab appears to have come back as have the colours on the service widget so not sure if you've made a change there? The text on individual catalog items is pink on the app but blue on my desktop portal?

@Steven Boardman I'm not seeing this I'm afraid. The app seems to have reverted to it's previous state as per my initial query on April 8th. My service icons are blue with red text on the desktop portal but all pink (also as per my original screenshot) on the mobile app. Regards, Mike.

Further to this @James Ainsworth these examples would be per person so not really practical to include all variables in a BPM

Like I said @James Ainsworth this wouldn't be greatly practical as ALL BPMs would need to be adjusted to display disability/furlough/leaver notices and would only apply at the point in time the BPM process is triggered. This would not apply to existing requests necessarily either if this is something more recently added for that customer. Examples include: "Only contactable by email/SMS due to hearing impairment" "Sarah is working remotely during lockdown, calls to direct dial/extension are not possible at this time" "This user is leaving the business, please review any suspicious requests to your supervisor" "This user has now left the business - please close the request or pass to a suitable alternative customer" "Bill has lost his iPhone, mobile communications not possible at this time" "This member of staff is now on furlough, please verify if you are allowed to provide support from HR before proceeding" "This member of staff is now on furlough - return to work date to be reviewed by HR on 26/04/2020" Regards, Mike.

Hi @Daniel Dekel I hadn't seen that automatic refresh so will apply that now thanks!! How often is that queried? As for the custom web widget, my previous screenshot shows this functionality within analytics so not sure if this could be leveraged or developed as a rugged option? Mike.

Is it possible to run a report for unread notifications per agent? Ideally I would like to create a widget of the total outstanding notifications on my dashboard also. Similar to this also, a report to show quantity of unread chats per agent? I want to start querying how up to date my agents are. Regards and thanks, Mike.

@James Ainsworth did anything come of this?

Thanks for this @Daniel Dekel it's really unfortunate that this isn't possible especially in the day now of remote working. Hopefully this is something Hornbill can revise in the future somehow. In the shortest term, an auto refresh on the app might suit? Are we able to pull that widget as a custom web item maybe? Mike.

@Daniel Dekel seems much snappier than it was - happy to close with a view to reopening if further issues arise. Regards, Mike.

@James Ainsworth the original query still stands (I actually like the home button adjustment by the way) - admins/managers are not being advised of these UI changes before they're literally thrown at us by Hornbill. I don't see why this should be any different than the general updates or at the very least, notice would be appropriate. Please can you advise? Regards and thanks, Mike.

thanks @James Ainsworth - any feedback on this as yet?

@James Ainsworth the intention for us particularly would be if a custom field is populated for a customer, then display the banner (otherwise, don't display at all). This would allow us to flag users automatically and not rely on a BPM which is limited to the point in time this is applied. This would mean we can use our LDAP synchronisation (or manually input it per user) to mark certain users disabilities, intention to leave, or at this current time, furlough. Adding manually or via BPM would be a nice addition for adhoc requirements also. I suspect my requirement relies on looking in the user table so might be more complex as opposed to (I suspect) referencing a new field against the itsm_requests table for the BPM/adhoc application? If it were the latter, we could do a point in time query within the BPM however this would not apply to historical requests and would need to be applied to all active BPMs which might not be practical? Regards, Mike.

@Dan Munns @Bob Dickinson @Victor please can you advise if I can use Burn Rate on my scorecards in analytics please? I want to be able to see opened vs. closed over a length of time (ideally without having to compare open/close) as I can colour code the scorecards according to growth/break even/reduction in volume. The widget works well but this is a point in time for that day. Regards, Mike.

Thanks @Bob Dickinson , helped me with something else!!

@Daniel Dekel the web app now seems to have lost the "requests" tab entirely (in each service) and the colours for catalog items are not being honored. For example, my desktop portal shows blue catalog items whereas the app is showing pink. Regards, Mike.