Michael Sharp
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Enhancement Requests
Posts posted by Michael Sharp
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On 5/1/2021 at 2:08 AM, James Ainsworth said:
Hi Michael,
I just wanted to let you know that this work has been done and you should see it on the next Service Manager update.
@James Ainsworth this has gone down extremely well, thanks very much!
Mike.
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@James Ainsworth not sure what’s happening but is now working fine in the portal. Definitely wasn’t showing earlier in a demo though.
Still got the issue when attaching a document to an email however (previous screenshot stands).Cheers,
Mike.
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Hi we're looking to on-board our recruitment team into Hornbill and an issue has been raised where attachments often have the same name (e.g. MyCV.docx, automatically attached from inbound email) and it's difficult to determine the difference between each when attaching to an email as the description/comment does not come through. This is also evident in the service portal where we want hiring managers to come and review the prospective CVs. Is there any way to show this detail please? Screenshot below:
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Do you have a document or sheet (preferably a PDF) published anywhere with a full list of icons in order of their position on the 284 page selection menu? I'm finding the search isn't very good and would be easy to just whizz through a sheet then be able to go and find them.
Regards,
Mike.
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Perfect, thanks @Steven Boardman! Looks like if this is not set (blank) it seems to default to 2-3 seconds.
Mike.
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We have data counter widgets that reorder themselves every 2-3 seconds (counters within the widget). This has been happening for a number of weeks but I havent bothered reporting this.
Starting to get quite annoying especially when trying to keep on top of key metrics. Is this a known issue?
I have a video but it exceeds 9.77MB unfortunately.
Mike.
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@Steve Giller I've had a go with boards which I can see merit in but confused as to how they're working. I've set an escalation action to add to a board list if within an hour of breach. Problem is when the first response has been cleared/marked, it remains on the board. Bit confused by this? Also I can't find a BPM action that allow me to remove requests from boards which I thought may help? Also is it possible to have a request on more than one list e.g. SLA breach imminent, VIP requests (BPM driven)?
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@Steve Giller are you able to confirm if this is a behavioural change introduced with the modern SLA functionality? We have only recently moved to this and our request filter used to work. Don't really want to have to go down the route of boards if I'm not forced to really as the request list is where my coordinators "live".
Mike.
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@Steve Giller within response time field as below for that request is now set to 0. Others that are outstanding are set to NULL:
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@Steve Giller how can I get a request filter to show outstanding first responses? I'm sure this has changed because that would mean the "mark" is happening automatically without being invoked by the BPM?
Mike.
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Can someone please help me establish why this request isn't showing as per the filter? I also have a SQL query driving the widget on my wallboard which is able to pick them up successfully as follows:
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@Daniel Dekel working now thank you!
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@Daniel Dekel I think it's clear from the posts here and related post that this is a fundamental fault with the system. Is there any chance this could be given some urgent attention please?
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We have a user where their ID has imported but no other details. Further to this, I cannot create/edit this user manually as Hornbill suggests they already exist (but aren't visible in the list). User ID available on request via DM.
Regards and thanks,
Mike.
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Hi all,
Our FAQs are not displaying in our service portal when they contain tables???? Displays FAQs including just text or video content without issue.
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Also we may want to provide advanced notice?
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21 hours ago, James Ainsworth said:
I believe that there is already an option in the BPM for changing the service status. The ability to create a bulletin would be usable by any workflow for any request type.
Can this only be visible during the scheduled times for the change or is it reliant on the BPM being progressed?
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7 minutes ago, James Ainsworth said:
Rather than having bulletins drive the service availability, this should come from the planned change for the maintenance. I'm aware that there are a few requirements for creating bulletins from a changes request workflow, but it is more likely that this will be the approach that is taken.
This is great thank you - obviously this is applicable to changes but thought I’d suggest what sounded like an easier win. Could this apply to known issues or service statuses also?
Regards,
Mike.
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@Daniel Dekel this is still visible on our portal despite the expiry being 14:00 today?
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Hi, been looking at our bulletins and thought it would be a good addition for scheduled bulletins to be able to toggle the service availability automatically when presented. For example my bulletin below would mark our Desktop service as Impacted between 13:00 and 14:00.
Regards,
Mike.
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@Daniel Dekel any traction on this one?
Irregular date format in Hornbill
in Service Manager
Posted
Hi all,
Is there a reason the date/time format cannot be consistent for event driven dates in the asset manager view? Ones where a date/time are input into a field are formatted as preferred.
Regards and thanks,
Mike.