[Hidden from Customer Requests]

We have a requirement (which is unfortunately confidential, so can't post publicly) where we would like to assign requests to Customers without them being able to see it in the self service portal.  Is this possible?

Regards,

Mike.

[Single Sign on Login Screen]

@Gerry absolutely wonderful thanks   I still think the placement of the second button should be less obvious due to the admin access nature (if I'm being incredibly picky) but the colours of the buttons service that requirement fine.

 

[Name Search could be tidier on portal]

Bumping thread

[Marking/tagging requests for service management records]

On 7/29/2020 at 7:22 PM, James Ainsworth said:

In a way, you could already add #tag to an update and then use the global search for requests using the timelines and search for that tag.  

There are a lot of areas on a request for text fields.  When you start to look at having to monitor the timeline, and other fields within the description for a hash tag it becomes a big piece of work.  You would also need to consider removing tags where they were wrongly tagged, and then we start to deal with one person needing to edit someone else's comment or post to remove an invalid tag.  Then there is the tag suggestions... as you type it should suggest tags that are similar to what you are writing so that it reduces variations of a tag being entered.  And then there are language translations.  A huge amount of work and unlikely to be done in this way any time soon.  

On the other hand we have an existing component that we can easily plug-in.  It already includes the following

• The tag component is always visible which will be added to the request form on the right hand side
• You don't have to add an update to a request to add a tag
• You can control if you want users to add their own tags or only select from a list of defined tags
• You can easily clear a tag from a request if it was incorrectly added
• There are language translations so you can provide one tag in multiple languages.
• Prevents duplicate tags on the same request
• Tag Cloud visualisation for trending purposes

 

@James Ainsworth is this plug-in available or is this something you are suggesting is coming? We would like this please and perhaps a wiki page to get up and running 

Mike.

[Reporting issues trying to scale to other departments]

have used Service Types to get around this

[Issue with exports from Service Manager]

Bumping thread

[Hyperlinks in notices]

On 9/30/2020 at 11:54 PM, James Ainsworth said:

Hi Michael,

Thanks for your post.  I can see how this could be useful.  We don't have any planned work at the moment for adding to the notices, but I'll keep this in mind for when we do.

Regards,

James

@James Ainsworth any consideration to this one?

Regards,

Mike.

[Tag/Notify Users/Teams in BPM]

Bumping thread

[Add attachments field in custom forms]

We had a demo of a HR system last week with Dan and I'm sure part of the demo showed adding attachments within custom forms.  I can't seem to be able to find this function and the "add attachment" function is not listed as a field option.  Please can you let me know if this is possible? 

I don't really want to have to move to a new form during progressive capture - I want a single pane showing Summary, Description and Screenshot (add attachment).

Regards and thanks,

Mike.

[Single Sign on Login Screen]

Or even making the SSO more central and the direct access button floating on the bottom or a spanner or something in the corner maybe? @Gerry

[Single Sign on Login Screen]

@Gerry I think we would welcome the customisation of the SSO and manual login buttons so they can be labelled in a format more recognisable to end users. “Login with single sign on” may be easy to understand for people of reasonable technical competence, but might not necessarily be as intuitive when faced with the choice of that and “Hornbill direct login” to those lesser competent.

In our instance, I’d prefer to label them “Enter Helpdesk Portal” and something like “Maintenance access” for the other which would be clearer for our users. 
 

Mike. 

[Tag/Notify Users/Teams in BPM]

Is it possible to generate a notification for a team as part of a BPM and ideally clear that notification when a member of that team looks at the tag?  We would like this functionality to replace email notification for important requests or those that require a supervisor to review.

Regards and thanks,

Mike.

[Adding a sort option to the notifications icon]

@Daniel Dekel any progress on this please?

[Issue with scorecards in Analytics]

@NeilWJ any progress on this please?

[Issue with scorecards in Analytics]

Hi all,

I'm trying to use my scorecards effectively however running into difficulties where the cards are irregular in size.  See below example:

I understand why this may be the case but please can something be developed where the sizing is the same for all boxes?  For example, if in the entire series there is a single instance of a 2 digit number, resize all cards to 2 digit size.  Same for 1, 3, 4, 5 digit card series.

Regards,

Mike.

[Member of a team/allocation]

Excellent thanks @Steven Boardman!  I had a requirement where tasks could be serviced but tickets shouldn't be directly allocated.

Regards,

Mike.

[Member of a team/allocation]

Is it possible to be part of a team (so "All my Teams" works) but prevented from being assigned requests (not listed)?

Regards,

Mike.

[URGENT | Mailbox not receiving emails]

On 12/11/2020 at 1:17 AM, samwoo said:

@Michael Sharp

Is this issue you had and sorted, by any chance the same issue I reported here:?

 

Thanks @samwoo - licencing issue with Exchange Online at our end on this occasion!

[MS turning off Basic Authentication in Exchange Online]

Whats the position with this please?

[URGENT | Mailbox not receiving emails]

16 minutes ago, Michael Sharp said:

Hi all, we have an urgent issue where our mailbox is not receiving emails.  The emails are delivered to our on premise mailbox however our IMAP4 connection is not picking them up.  I have ran a test in Hornbill which returns a success.  We are using Office 365 to clarify.

Can we get urgent assistance on this please?

Thanks,

Mike.

please ignore - fault our end........!

[URGENT | Mailbox not receiving emails]

Hi all, we have an urgent issue where our mailbox is not receiving emails.  The emails are delivered to our on premise mailbox however our IMAP4 connection is not picking them up.  I have ran a test in Hornbill which returns a success.  We are using Office 365 to clarify.

Can we get urgent assistance on this please?

Thanks,

Mike.

[Download template file button not operating correctly]

thanks @Ehsan!

[Requests - Ability to add Tags/Labels to Requests to aid in identification and searching/selection]

1 hour ago, James Ainsworth said:

Hi Michael,

You may have noticed that we recently added Tags to Assets.  Do have a look at these as this is similar to what will be used on the requests.    Adding the tags to requests is still in our backlog.  It would definitely be a nice feature to have.  I'm afraid I can't give a timeline for this yet, but hopefully not too far away.

Regards,

James

HI @James Ainsworth tags for assets has actually become essential for a project we're currently running so very happy with this and very much using it

As for requests, we're quite desperate to have this functionality (the ability to both add manually and via BPM).

Regards and thanks,

Mike.

[Download template file button not operating correctly]

As a heads up, when we click download template file from the Hornbill Upload assets menu, it takes us to a webpage as below.  We can simply right click the button and click save target as but I fear not all Hornbill users will be that savvy.

Mike.

[Requests - Ability to add Tags/Labels to Requests to aid in identification and searching/selection]

@James Ainsworth is this something that ever got developed?  Quite a few things have come up recently for us where this would have been perfect.  Our IT Director also has expressed this as a big requirement.

Regards,

Mike.