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Alex8000

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Posts posted by Alex8000

    documents for basic users

    in Document Manager

    Posted · Edited by Alex8000

    Hi all,

    We (@m.vandun and me) would also like to add our names to the list of people who would love to be able to refer our users to the Hornbill stored documents! The FAQ is not really suited for copying and pasting dozens of documents into.

    Being able to mark a Library as public for customers of a certain service would also be terrific. This would allow us to create a (semi-)proper Knowledgebase for our customers.

    Regards,

    Alex

    New reporting engine?

    in Reporting

    Posted

    Hello all,

    I recall having read somewhere on this forum that a new reporting engine was in the works which would allow all kinds of interesting new features. (Like generating reports automatically, better markup, formatted pure SQL reports, etc..) Ofcourse, try as I may, I cannot find that forum thread now.

    Does anyone know what the current status is regarding any of the above features or some kind of new engine? We would really benefit from (at the very least) being able to automatically generate predefined reports.

    Best regards,

    Alex

    Issues when searching for translationstrings

    in Service Manager

    Posted

    Hi @riz,

    I found and translated all of the above, thank you!
    I'm almost done translating the Customer portal, just two more (small) things I can come up with. Are these implemented yet? I can't seem to find them.

    1. https://i.imgur.com/zwwGBUb.png and other statuses displayed here. These seem to ignore other translated availability strings.

    2. https://i.imgur.com/GilY4yL.png and https://i.imgur.com/iCX9Kdl.png

    After these we should have the entire thing translated!

    Regards,

    Alex

    Change default categories per service (or mark time as billable?)

    in Timesheet Manager

    Posted

    Hi @James Ainsworth,

    This would definitely be a step in the right direction regarding the reassignment of requests! Thank you for taking a look at this.

    We think there might be an underlying issue being that it would be logical to assign tasks related to a request to a 'request owner' variable, which would automatically have the task owner change depending on who owns the request. What's your opinion on this?

    Best regards,

    Alex

    Managing User Licenses

    in Service Manager

    Posted

    Hi @Gerry,

    I must be reading this wrong, but when I take a look at the h_sys_security_log table I see internal analysts, admin account and my customer portal test user accessing the portal all as h_source = 2.

    0j4FDoT.png

    What am I missing here?

    (also, did one of you log in on our instance at 11:00:39 08-08-2016? I see an internal IP address in the log ;-))

    Thanks!

    Alex

    Email notification when incident raised in Service Portal

    in Service Manager

    Posted

    Hi @bob_dickinson, @Dan Munns,

    Thank you! Unfortunately we are looking for a way to send email notifications to specific teams from within the BPM. For example whenever a Priority 1 ticket has been raised we would like to automatically send an email to a certain subset of senior support people. Looks like we will have to take care of this through Exchange distribution groups etc.

    It would be terrific if we would be able to have a 'Notification Internal' Task where one would be able to choose between Email/Notification and select either team, individual, department etc just as how this can be done on other Tasks.
    Has this been considered?

    Thanks,

    Alex

    Features and widget mark-up bug

    in Live Chat

    Posted · Edited by Alex8000
    added point 5

    Hi @TrevorKillick,

    Thanks for the update! Great to see how fast these things are taken care of!

    1. One more bug (I think?): Pressing the 'Fullscreen' button on the chat takes the customer to the 'Live Chat' tab but doesn't show the actual chat. The customer has to press 'Start Chat' again, after which only a bar with the chat title appears.
      1. https://i.imgur.com/yruYOng.png
      2. https://i.imgur.com/OPMJGet.png
      3. https://i.imgur.com/1H4bmnZ.png
       
    2. A Quality of Life thing: Would it be possible to have the chat profile pictures on the portal side to change sides based on which party placed the comment?
      https://i.imgur.com/JfCG3M0.png
       
    3. Are there plans for possibilities for 'assigning' or 'transferring' an active chat session to another agent?
       
    4. Are there plans for a multi-team/multi-channel chat solution?
      Multi team: 1st line support team transfers chat to 2nd line support team or to sales chat team
      Multi channel: incorporation of Twitter, Facebook, Whatsapp (That's also a thing in the UK right?), etc.
       
    5. (edit after posting) Refreshing the page when having an active chat triggers a  'party has left the chat' message on both sides of the chat (so both analyst and customer). Can be confusing for end-users.

    Regards,

    Alex

    Features and widget mark-up bug

    in Live Chat

    Posted

    Hi @TrevorKillick

    The more I look at Live Chat the more I like it and I see more and more potential for this to become an important part of our servicedesk. None the less I do have some observations/questions. I hope the screenshots help explain what I mean.

    1. Is there a way for the Analyst to have the accepted and active chats as a multi-tabbed overlay within Service Manager? This would allow him/her to check on information/manuals/whatever while also staying in contact with the customer.
       
    2. I didn't notice any agentside notification on whenever a customer placed a chat message in an existing chat. How will this be signaled in the future?
       
    3. The portal Live Chat widget seems to not handle certain screen sizes very well. Buttons 'slide under' eachother really quickly.
      For example: https://i.imgur.com/fs1Yraq.png 
      Please note that the configured image is also not displayed.
       
    4. Specifying border radius and width seems to not be scaling well when zooming in/out. 
      For example: https://i.imgur.com/MEjPwsf.png
       
    5. Clicking on a Contact withing a live chat takes one to an invalid URL. (https://live.hornbill.com/*/profile/4048/buzz/ instead of https://live.hornbill.com/*/contacts/4048/)
      For example: https://i.imgur.com/ZIbLOT0.png
       
    6. Will there be an ability for the customer to rate the analyst based on x questions after a chat session?
       
    7. Will chat history be displayed in the under organisation/contact records the same way as as with request history? https://i.imgur.com/x8nEp5x.png
       
    8. Will we have the ability to customise the Closed message (layout of the box itself has been talked out in previous points): https://i.imgur.com/nkL6wEe.png
       
    9. Words in the chat are now cut off when they don't fit entirely. Will this be fixed in later versions?: https://i.imgur.com/WokZCwh.png
       
    10. Will there be options regarding canned responses that can be triggered by typing certain commands? For example /end could trigger "I hope this solves your problem, if you need any more help please don't hestitate to contact us! Have a nice day!" etc.
       
    11. Will analysts be able to easily link to certain documents/manuals during a chat which might come in handy during troubleshooting? When a step-by-step description manual is available in document manager an analyst should be able to link a customer to this document without having to go into Windows Explorer and send it as an attachment.

    This is all I can come up with right now, more will come in the following days!

    Thanks,

    Alex

    Managing User Licenses

    in Service Manager

    Posted

    Hi @TrevorKillick,

    Thanks! Just to be clear, I am mostly interested in distinguishing users from guests visiting through the customer portal.

    Specifically, we are looking for a way to measure the amount of customers actually using the customer portal and the amount of times they have logged in over the past x days. 

    Thanks, 

    Alex

    Allocating rights to customer portal users

    in Live Chat

    Posted

    Hi all,

    I am having some problems allocating the necessary rights to the Authorized Role in the Customer portal.
    The error is as follows: The authorized role 'portal chat session user' assigned has a higher privilege leven than guest.

    GcoFMPf.png

    I am aware of the similar thread posted  @Adam Haylock, but as this seems to  be a different problem I decided to create a new thread. Any ideas? 

    Thanks!

    Alex

    Missing translation options

    in Live Chat

    Posted

    Hi all,

    I have noticed some missing translation options. They are not in the 'Live Chat' translations list.
    Will post more translation issues in this thread as I find them.

    cNcXrj5.png

    The above are also not in a Simple List as could also be the case.

    Thanks,

    Alex

    Issues when searching for translationstrings

    in Service Manager

    Posted · Edited by Alex8000

    Hi @riz,

    Thank you! I worked really hard on that masterpiece.

    I think there have been five releases since October 18 (builds 856 through 864 in our update history tab), but I can't seem to find the translation strings! 
    The following strings for the customer portal unfortunately don't return results:

    • guest.com.hornbill.servicemanager.portals.portal.home.requestView.active
    • guest.com.hornbill.servicemanager.portals.portal.home.requestView.closed

    Also, I can't seem to find the 'Awaiting Feedback' one as well for the customer portal..

    By the way, did you mix up the Service and Customer portal in your post? I would love myOrgRequests and myRequests translations for the customer portal, which would be guest.com.hornbill.servicemanager.portals.portal.etc  :)

    Thanks!
    Alex

     

    Edit: So the ones we need and are having issues with:

    • guest.com.hornbill.servicemanager.portals.portal.home.requestView.active
      Can't find
    • guest.com.hornbill.servicemanager.portals.portal.home.requestView.closed
      Can't find
    • guest.com.hornbill.servicemanager.portals.Portal.requestlist.filter.myOrgRequests
      Doesn't work? is configured
    • guest.com.hornbill.servicemanager.portals.Portal.requestlist.filter.myRequests
      Doesn't work? is configured
    • guest.com.hornbill.servicemanager.portals.Portal.requestlist.filter.unknown [Awaiting Feedback]
      See below for screenshot of current situation
      68p03U7.png
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