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Michael Sharp

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Posts posted by Michael Sharp

    Limit automatic email attachments by size (<10kb)

    in Service Manager

    Posted

    On 9/1/2020 at 4:23 PM, Steve Giller said:

    I'd suggest caution with something so arbitrary, for example I've just checked the images Customers have sent in to illustrate issues, and approximately half of those are under 10kb, with a number of log files similarly small.

    @Steve Giller would be good to have the ability and as I said, a number we can input which would suit per business case.

    Regards and thanks,

    Mike.

    Limit automatic email attachments by size (<10kb)

    in Service Manager

    Posted

    Good morning,

    We are finding our requests are being flooded by unwanted attachments from emails raised which we would like to eradicate so we can see only the useful content.  A simple measure we believe would be a throttling of attachments based on their size as anything sub 10kb is not likely to be anything usable (in the example below, the only useful attachment is the one listed as 102.4kb).  Appreciate this does give room for small notepad files however we can always refer back to the original email for these rather than them being automatically attached. 

    image.png.e95b4e4ab32f7751da79cf2060553e81.png

    I would imagine this would be developed as an adjustable system parameter as I appreciate other businesses may opt for higher or lower thresholds?

    Thanks and regards,

    Mike.

    • Like 1

    Send Emails with TLS

    in System Administration

    Posted

    Hi all,

    I've had a query passed by our IT Director who has suggested emails from Hornbill are not being sent with TLS.  Looking on your Wiki this seems to suggest an issue with using SmartHost over Direct Outbound however looking on our instance settings, this appears to be set to DirectOutbound for the JMW domain.  However, I can see live.hornbill.com is using SmartHost and wonder what the implication would be switching this?  Is there anything else I should be looking at?

    image.thumb.png.cd62ced6a72dde665483293d5ebdee92.png

    Regards,

    Mike.

    Marking/tagging requests for service management records

    in Service Manager

    Posted

    Hi all,

    I want to be able to capture all requests where I have raised service issues (and preferably per engineer).  Currently I tag members of the team throughout the day where I feel service could be improved or sometimes compliment/reprimand but short of making my own separate record, I'm unable to pull that information from Hornbill.

    I wondered how other service desk managers using Hornbill tackle this or may be able to suggest a good practice to help capture these events?

    Ideally I'd like to add one or multiple labels or tags to a request e.g. SRV-MS (service improvement, Mike Sharp), ISS-BJ (issue, Barry Jones), COM-JB (compliment, Joe Brown).

    Regards,

    Mike.

    Name Search could be tidier on portal

    in Service Manager

    Posted

    Very trivial issue but typing in names I think would be a lot clearer if it's populating the box you're trying to complete?  Like the "Assign" function within Service Manager?  It looks odd as it is (pardon the novice Paint skills) especially if you have another field below it?

    image.png.bd8b0d9a8f8a0003f4afdf4183d82d67.png

    Comments with changed visibility

    in Service Manager

    Posted

    7 hours ago, James Ainsworth said:

    Hi Michael,

    I was wondering if you can give a bit more information about this.  Comments can't be seen on their own as they are part of the post.   If a Post is set to Team, that post should then not be visible and therefore, the comments will not be visible either.  Do you have a screenshot of where you are seeing these comments that come under a post that is set to team?

    James

    Hi @James Ainsworth we've found if:

    1. Post is created in the timeline with "Owner" visibility set
    2. The owner has made comments on the post (as he/she is the only person who can see that)
    3. Post is set to "Team" visibility but the underlying comments are not visible (so presume the "Owner" visibility for those hasn't changed - the Owner can still see them)

    Regards,

    Mike.

    • Like 1

    Scheduled Reports - Email or Notifications?

    in Service Manager

    Posted

    Hi, one thing that gripes me at the moment is the lack of scheduled reporting by email - is there a design reason for this?

    Email isn't particularly a necessity if I could at least get a Hornbill notification for example to go and view it?  Ideally I would get a notification like this:

    image.png.84c61b5bb3f9b10536a7f041e45dd54f.png

    Reports I find require a stern discipline at the moment to actually go and get each individual one and review them which is just not practical and would be good to know how other customers are handling this?

    Regards,

    Mike.

    @Gerry @James Ainsworth @Bob Dickinson @Martyn Houghton @samwoo 

    User Alerts/Important Information

    in Service Manager

    Posted

    On 5/5/2020 at 10:23 AM, Michael Sharp said:

    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.

    @James Ainsworth great to see this now been implemented.  I wondered if the same functionality could be developed as above?  I think there is a lot of justification for a persistent banner per customer also.

    Regards,

    Mike.

    • Like 1

    Asset Templates

    in Service Manager

    Posted

    On 7/8/2020 at 12:34 PM, samwoo said:

    Hi Michael,

    Sorry I forgot to respond to you when you first posted this.  Thanks I had planned to look at creating my own solution using the asset import tool or PowerShell behind a GUI instead if there were no updates to this.

    How did you get on? How about you @Adrian Simpkins?

    Thanks,

    Samuel

    Hadnt considered shelling it actually - we have a spreadsheet with standard fields pre populated and the ones that adjust every time highlighted.  Just a case of changing those, save as csv and import.  How are you shelling it @samwoo?

    Mike.

    "Contact Us" in Footer - Variable per service domain?

    in Employee Portal

    Posted

    Hi @Gerry we're starting to look at how we can self-service other support departments within the business and thought service domains would be the best point of call to save creating a new company for each one.  The support departments are all within the same company (i.e. JMW) and would have thought for IT, facilities, postroom as separate service domains, we could publish the corresponding email address and telephone number on each page?  Will DM you screenshots of the scenario and you will see the issue with the footers.

    Regards,

    Mike.

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