Michael Sharp
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Enhancement Requests
Posts posted by Michael Sharp
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@GSM we use direct outbound routing with Mimecast. We have added Hornbill into our SPF records and allowed the mailbox to be exempt from impersonation protection/spoof rules when sending to our internal users.
Regards,
Mike.
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@Victor that's correct - I wanted to change that breached/met based on the adjustment of a priority. Moreso so a report could be presented more accurately (whether negatively or positively). I'd quite like a button there that only Helpdesk Managers can use to recalculate/adjust the breached/met as I do understand why it isn't a feature for engineers to avoid foul play.
Regards,
Mike.
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Resolved by LDAP import populating the LoginID with UserPrincipalName
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@Victor I want to be able to correct SLA successes or failures when reviewed for reporting purposes. Is this not possible?
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We have an issue where an engineer may dip into Hornbill on their day off (respond to chat for example) while using the mobile app is then faced with requests being automatically assigned to them.
I think it may be better to leverage statuses to control this behaviour instead?
Regards,
Mike.
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When a response is made on a request and the priority is changed, the SLT and Within Response Time is not overwritten. I guess the field is not changed in the database? This feels like a defect to me? Scenario created as follows:
- Request raised with an 8 hour response time (P4 SLA)
- Request responded to within 8 hours
- Request priority adjusted to P1 SLA (10 minutes response time) - should now be marked as a failed SLA
@Bob Dickinson tested following our discussion earlier
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Demonstrated to @Bob Dickinson today
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1 hour ago, Gerry said:
Lol :: thanks for posting. Yes, it seems everyone is ok with it now, as I think I said originally, the change was going to facilitate other things in the future, but also allows many login options that were previously... errr... difficult...
I assume you have rolled out a combination of direct and SSO logins
GerryActually migrating SSO from ADFS to Azure so can test both services non-disruptively and also log in as system admin with the direct login to manage....!
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@Gerry funny how wisdom shines through. I actually really need the new login screen layout at the moment and couldn't have done it with the auto-login one we had before!
Mike.
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@Bob Dickinson thanks for picking this up, appreciate your time. ADFS is currently based on-premise for us (working fine) however is a single point of failure for a growing number of applications now (we don't have a clustered service). Also this requires a further manual login when using SSO outside the network perimeter which has caused issues for what is very much now a remote workforce. I'm exploring the use of Azure SSO as a more robust/resilient solution which can also enable us to further secure the systems that this authenticates too.
Will drop you my mobile in a DM which will be the best number to get me on.
Regards and thanks,
Mike.
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So after further testing, my issue seems to be that the login ID does not match the Microsoft login username. How can I service the transition to Azure SSO for my hundreds of users if this needs to be adjusted to match each one???
Looping in @Bob Dickinson who is usually very helpful, sorry
Regards,
Mike.
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Also to add to this, I have MFA enabled if that makes a difference
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Apologies, didn't know where to camp this request. I'm having difficulty getting the Azure SSO to work and wondered if you could help please? Have followed the guide as per:
Have used the Test single sign on in Azure which appears to work successfully (perhaps a cached authentication though), however getting an error on all other devices when trying to access https://live.hornbill.com/OURDOMAIN as below:
Please can you help?
Thanks,
Mike.
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@Deen everyone is using Chrome
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MORE OFTEN than not, we are finding that the request category tab is not visible unless the page is refreshed. This is when we:
- Open a new request
- BPM locks all actions except Category and Customer
- Immediately after the BPM is set to Wait for Category with the focus on Category
Image below for clarity:
Please can you help? At the moment our engineers are refreshing the web page to make this visible so a category can be selected. This has happened for months but I haven't bothered to report until now!
Thanks,
Mike.
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Worked a treat thank you @Bob Dickinson although a minor annoyance I had to transfer my 81 users manually! :-)
Will use a custom field injection for my reports and dashboards thanks.
Mike.
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1 hour ago, Bob Dickinson said:
@Michael Sharp Following on from the "Hidden Service" idea - you could create a team called "Management" or something along those lines where only you are the member.
Then in the new hidden service, add this team to the "Supported Teams" section. This means that only you will have visibility of this service and it won't appear as a selectable service for the analysts when they are raising new requests, nor will they have access to open tickets that have been raised against this service.
However YOU will still have the ability to link it to existing Incidents and Service Requests as desired, and the request can still be raised against a customer.Kind Regards
Bob
Thanks @Bob Dickinson I've previously done this but I've been adding my staff to the serviced users when creating requests and removing them again after it's been spun up
Mike.
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The reporting and dashboard tiles I can get around provided I can use the BPM to inject into custom fields - its the BPM that's the most important for me at this stage
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I've created a VIP list in Hornbill as a General group in Organisation and want to be able to conduct the following:
- Branch BPMs based on customer membership
- Configure dashboard tiles to filter requests where users are in this group
- Configure reports to filter requests where users are in this group
Seems very straightforward as a concept but struggling to grasp how this can be done?
Regards,
Mike.
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@Bob Dickinson this was a way of creating a timeline of my staff's quality checks. For example, I have a request for "staff member A" which I link other requests to it and make comments to refer back to at a later time when conducting reviews of their performance. Hiding from the portal is one thing, but I wanted to hide these from the engineers I'm managing also
Regards,
Mike.
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Thansk for this @Gerry and I do appreciate where you're pitching from. There will definitely be a challenge for all service managers however for staff being behind with updates processing the newest first (so potentially the oldest will always fall to the back). It's not necessarily a work list but appreciate the feedback.
Regards,
Mike.
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@Daniel Dekel any traction on this one please? As a minimum we would like to forcibly reverse the order for notifications as I think older prompts should be dealt with in advance of newer ones in a service management arena? Our engineers have a habit of working with the most "live" notifications first which isn't correct in my view.
Regards,
Mike.
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@NeilWJ this is absolutely wonderful thanks - much better :)
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The best I've managed so far is temporarily adding them as a subscriber and removing them as a subscriber once raised
Toggle Details Page On/Off
in Employee Portal
Posted
@Steven Boardman I was glad to see the update on Service Manager (2164) thinking this may allow us to turn off the Details tab (if unpopulated for example). Is this something in the pipeline?
Mike.