[Expand on Asset template functionality]

Hi all,

We are currently using Hornbill as our Asset Management system for both internal and external customers. As a telecom company you can imagine we sell (and thus have to register) a lot of phones and other equipment. This mostly entails selecting the appropriate template and filling in all required fields. (asset tag, customer, date purchased, date delivered, etc)

Would it be possible to further expand on the template functionality within Asset Manager so that when we select one type of phone all the repeating standard fields were already filled in? Think of model name and number, purchased from, and even purchase price, pruchased from, purchased on and received on dates if we would change the template for that batch .
This would save us countless hours of typing the same thing over and over again.

Is anyone else experiencing the same thing? How are you dealing with this?

Thanks,

Alex

 

[Expand on Asset template functionality]

Hi all,

We are currently using Hornbill as our Asset Management system for both internal and external customers. As a telecom company you can imagine we sell (and thus have to register) a lot of phones and other equipment. This mostly entails selecting the appropriate template and filling in all required fields. (asset tag, customer, date purchased, date delivered, etc)

Would it be possible to further expand on the template functionality within Asset Manager so that when we select one type of phone all the repeating standard fields were already filled in? Think of model name and number, purchased from, and even purchase price, pruchased from, purchased on and received on dates if we would change the template for that batch .
This would save us countless hours of typing the same thing over and over again.

Is anyone else experiencing the same thing? How are you dealing with this?

Thanks,

Alex

 

[Task assigned to old owner]

Hi Mark, 

Take a look at the 4th post in this thread (by @Ryan). That should work.

 

[Feature Request: - Prevent Resolution until Appropriate Stage]

On 13-10-2016 at 5:37 PM, Keith said:

To help with things a little we have enabled an option to force a closure category to at least be set before resolving. 

Hi Keith,

That's great! How long ago has this been added? I must've missed it in the patch notes.

Thanks,
Alex

[Task assigned to old owner]

Hi Dan,

Thank you for your help!

Unfortunately the BPM solution only works whenever it is triggered. Whenever a request reaches the 'wait for resolution' stage the BPM is suspended until the request actually gets resolved. Most of the functional escalations occur at this stage. 

Also, assigning teams does indeed mean that the 'My Activities' view cannot be used as effectively.

Looks like this will be 'just' a matter of training our analysts.

Best regards,
Alex

[Issues when searching for translationstrings]

Hi Riz,

Thank you for the suggestion. I have tried translating through the translation mode but found that a lot of buttons were either not translatable, were easily missed in the translation or threw errors such as this one:

I find it hard to believe that the string I am looking for would be part of another part of the app. All screenshots were made in the 'Service Manager' translations section.

You can check this out yourself by going into the Service Manager translations and search for ui.app.com.hornbill.servicemanager. You can see a 'substring' of  ui.app.com.hornbill.servicemanager.email in the returned list of translations. Next, try searching for this 'substring' by appending 'email' to your query.   ui.app.com.hornbill.servicemanager.email.  does not return any strings.

By the way, are you using Greenshot as well? ;-)

Thanks,

Alex

[Service FAQ link when logging new request]

Hi @steven boardman,

That's terrific news! We look forward to checking this feature out as soon as it is released!

Thanks,

Alex

(paging @m.vandun, take a look at this)

[Issues when searching for translationstrings]

Hi Riz,

Thank you, I found the user.view.requests.title string!

My original issue is with a certain number of other strings which show up when searching for the general ui.app.com.hornbill.servicemanager string but not when searching for more specific sections as  ui.app.com.hornbill.servicemanager.email. The first two screenshots in the original post display this strange behaviour.

Regards,

Alex

[Task assigned to old owner]

Hi Dan,

Unfortunately this is not that rare of a situation. Our analysts like to assign and reassign requests (and their related tasks) to someone else quite often. (mostly functional escalations)

These tasks are mostly automatically generated for the agents to fulfill/log time against.

Thanks,

Alex

[Change Requests - Catalog Items]

Hi Kelvin,

The way I understood it during the Switch-On was that a Change process has been explicitly excluded from having multiple catalogue items. A change process is a process that is only for internal use within the ITIL framework.

Regards,

Alex

[Issues when searching for translationstrings]

5 minutes ago, cchana said:

This particular one is called: user.view.requests.title

Ahh... No wonder I didn't find it, haha.

5 minutes ago, cchana said:

Our approach to translations has evolved so is a little disjointed when looking at certain areas but it's something we are looking to address.

If you need any feedback on the translation functions let me know, We plan on translating the whole thing to Dutch. 

 

Any ideas on why I can't seem to find those strings? Should I be searching for something else/somewhere else?

[Issues when searching for translationstrings]

Hi all,

I am experiencing some issues when searching for specific translation strings. This is happening with about half of the strings I search for.

For example when searching for ui.app.com.hornbill.servicemanager I get the following:

When I then search for ui.app.com.hornbill.servicemanager.email nothing shows up..

Am I doing something wrong? This is quite irritating for when you wish to translate certain aspects of the application.

Also, does anyone know the translation string for this one:

 

Thanks, 

Alex

[Logo on Customer and Service Portal Login pages]

We would definitely be interested in this as well! Look forward to hearing from when anything more is known.

Thanks,

Alex

[Feature Request: Specify FAQ order]

Hi @Mohamed, 

That does explain a lot! 

If I understand correctly we might 'cheat the system' through database manipulation if necessary then. 

Thanks! 

Alex

 

Paging @m.vandun, this might be useful ;-) 

[Service FAQ link when logging new request]

Hi @steven boardman,

Has there been any progress related to this feature?
If I understand correctly this would mean that clients/analysts would be presented with a relevant FAQ/known issues screen in the progressive capture?

Thanks,

Alex

[Feature Request: Specify FAQ order]

Hello all,

I can't imagine being the only one with this problem, but can't seem to find anything related on the forum...

Would it be possible to add an option to change the order the FAQ items are displayed in?
As far as I know these are currently sorted by h_faq_id in the h_itsm_faqs table(ascending). 
We have certain important FAQ items we would like to have at the very top of the page, and I don't think manipulating the h_itsm_faqs table is such a good idea for this ;-)

Thank you,

Alex

[Customer/Service Portal - All Request View]

Hi @James Ainsworth,

Will the All Requests view also give visual feedback on the number of requests currently awaiting feedback?
When viewing requests under a specific service you get the 'Awaiting Feedback' button, but when viewing these same requests in the All Requests view you don't. When opening the request from the All Requests view you are still able to provide the feedback.

Thanks,

Alex

Edit: I don't know what I did or how I did it, but the button suddenly appeared. Will try to deduce cause. Please ignore the above, feature is obviously present.

[Automatic reopen ticket]

Hi Ehsan,

Thank you! We haven't gotten around to translating the entire portal to Dutch yet ;-)
I'm assuming we would be able to use this customer feedback in our BPM's?

Thanks!

Alex

[Customer Portal: Defining certain colours.]

Hi @AbdiH,

Thanks, but they don't seem to do the trick. I checked and set all of them to the required colour to be sure, but nothing changed with regards to the colour of those icons.

By the way, funny how the setting name has colour spelled with a 'u', and the description has color without the 'u'. ;-)

[Customer Portal: Defining certain colours.]

Hello all,

I was wondering where I could change the colours marked with red arrows in the image below.
As you can see I found the other ones, just not these ones!

Thanks,

Alex

[Telephony Integration - Skype for Business]

Hi Martyn,

These things generally work with tel: hyperlinks and work with most softphones.

I can confirm that (in our up to date instance) the Contacts page uses a tel: hyperlink and the Requests page does not. You can see this by mousing over the phone number on the Contacts page and checking the link in the bottom left of your screen.
for example: 

This might be something for the devs to take a look at..

 

Alex

[Linked request to problem]

Hi Keith,

This is exactly what we have been struggling with. (Colleague of poster)

90% of our requests require feedback from the customer before resolving/resuming working on the request. For now we just put requests on hold for a few days and rely on Hornbill notifications to have agents resume working on the requests. As you can imagine this is far from ideal. There is no way to distinguish the on-hold requests which are actually on-hold from the ones which are just awaiting feedback.

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

Good Morning James,

Thank you for discussing this with your colleagues.

Before switching to the Timesheet Manager for logging billable hours we did indeed use tasks to log all (not only billable) actions on a request. The BPM automatically generated a 'time logging' task for every request in which our analysts would say how long they spent on it and that time is billable or not. However, this way of doing things led to confusion and irritation among them because they tend to solve eachothers requests and would then not be able to log time on the task (which was assigned to someone else). Assigning the task to the entire team would completely drown out the task list for every one of them and render it useless.

The Timesheet Manager allows us to not only have every analyst log time at the same time independent of request owner, but also allows us to log many types of time. Our analysts would have categories 'Request', 'Communication customer', 'communication supplier', and 'other'. Ideally they would be able to mark each of these types as billable or not. We are currently experimenting with just adding more categories named 'Request Billable' etc..

We will also be using Timesheet Manager for logging other types of work which may or may not be directly related to a request. Think of things like on site technical installations, on site troubleshooting, preparing for projects, etc. Some of these can also be billable tasks.

I hope this explains our envisioned use cases for Timesheet Manager. It's hard to formulate an all encompassing forum post without writing multiple chapters on it ;-) 
Let me know if you require more information!

Thanks,

Alex

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

Good Morning all,

We are running into an issue regarding marking time logged against tickets as billable or not billable. Would it be possible to change the default categories under which a certain action is logged based on the service a request has been logged against, or add an easy way to mark this time as billable?

Some of our services are time billable by default, and some are not. Right now we are using a default subcategory called 'Ticket Update' for all time logged against a request. This does not distinguish between billable and not billable time.
Because of this we created a second subcategory called 'Ticket Update Billable' for all billable time. Whenever our agents are logging time against a ticket logged against a service whose time is billable our agents would have to constantly change to the second subcategory. This small extra step is easy to forget and when forgotten will cost the organisation money.

I look forward to hearing from you,

Alex

[Timer reset on switching tabs within request]

Hi all,

With the addition of time logging on requests we are really diving into this part of Hornbill, and we noticed a little thing we would prefer be handled differently.

Whenever you start a timer on let's say the Update tab within a request and for some reason the agent switches to another tab (let's say the Callback tab) the timer on the Update tab gets reset. Would it be possible to have this by the agent explicitly enabled timer not reset on switching to another tab? 

Thanks in advance,

Alex