Lyonel

Hi, I am not sure this is the best place to post this request but here goes nothing: When a colleague goes on holiday for a long period of time, having the possibility to setup a delegate for all new tasks would be incredibly useful. I can see at least 2 solutions: 1. Setup a delegate between two dates. 2. When the status of the person is "On Holiday" and a delegate is specified in his profile When assigning a task to the person going on holiday, the system could then double check the settings and reassign the task automatically (as if it was done manually by an admin)? Anybody else interested?

Me again, Another request: would it be possible to have a "Copy" feature for services? (a bit like the "Save As..." for reports, measures, widgets, etc) Creating a new service from scratch can be particularly time consuming when you have to setup all catalogue items, SLAs, FAQs, feedback, etc. In most cases, when I need to create a new service I could really do with a simple copy of an existing service, and then modify only a couple of things. Would anybody else be interested in such feature too? Thanks in advance for any feedback!

Hi again, This is going to sound really silly but you would not believe how many people do NOT read what is on the screen... Basically, all our services have a feedback form setup with 3 additional questions. Each question can be answered with a radio button for a value from 1 to 5 (1 being very dissatisfied and 5 being very satisfied) Despite changing the case and text, users keep getting it wrong... Would it be possible to have the 5 star rating mechanism available for custom questions too? All we would store is the value from 0 to 5 (just like you currently do with the rating field). This change would make it straight forward for all our users (especially the ones who do not speak English very well) and prevent many mistakes and wasted time (as we IT have to follow up for every dissatisfied survey coming back). Thanks in advance for your feedback!

Hi, This may seems like an odd question but it is worth a shot: over the last couple of years a lot of good improvements have been done on the administration console In my case, one thing missing from the admin console is a screen where you could review your storage in details, grouped by categories and document types? At the moment, the only thing we have is this simple screen: Having the possibility to explore in more details where our space is consumed could help manage better and more efficiently our storage? Or identify a potential big issue in the way we work? If it is not possible to automate this, having it as an expert service would still be a good workaround. Thanks for any feedback!

Would it be possible to format the resolution text? At the moment, only simple plain text can be used, which is not very user friendly, especially when sent by email via BPM. Having the ability to format the text and include screenshots would be a big improvement! Especially when using a FAQ to resolve a request. If the FAQ used contains a screenshot or formatting, all of this is lost in the automation process. Same thing happens when sending an email via BPM after resolution. Any feedback would be appreciated Thanks!

Hi, Depending on the setup and content of a service, displaying its page in the service portal has big consequences on performance. Even when using Chrome, I can see a big difference between a simple service (3 catalogue items, no FAQs) that takes less than a second to display; and a more complete service (12 catalogue items, 14 FAQs) where it can take up to 10 seconds before something is displayed on the screen: Is there anything we can do? Could the various tabs and FAQs be loaded asynchronously to "improve" performances? Thanks!

Hi, When searching for keywords on our service portal (as a normal end user / customer), I have noticed a degradation of performance over the last few months. Is there something I can do from my end to improve performances. It is particularly frustrating as keywords already search appear in the search text box, so as a standard user I would expect some quick results. For instance, it takes approx. 15 seconds to search "sales analysis" as a keyword and report 393 results back. I am not quite sure if the problem is on the database side, front end or both? Thanks in advance for any advice or help.

@Josh Bridgens read this wiki page: https://wiki.hornbill.com/index.php/Hornbill_Clean_Utility your json is wrong I think. RequestServices should be empty, like RequestTypes

Looking forward to that event! Thanks @Gerry

You're welcome @dwalby

@dwalby, Download this file and import it as a report: extract---time-to-log-a-call-from-an-e-mail.report.txt Then run the report and export it to Excel. From there, you will be able to do whatever you want See my example: Extract - Time to log a call from an e-mail_1126.xlsx

@dwalby as a measure it will be incredibly difficult... Probably impossible actually. Why a measure? Why not a report, now that we can schedule reports to run?

Seems to be working (for me at least). Any idea on how to restart BPMs for all requests created since the update last night?

Fix seems to be available already. Just applied it, about to reboot some BPMs to see if it works

Same issues here

Hi, is it possible to copy a post created in a request timeline to a workspace? If not, could it be possible via the "more action" menu on the post? The reason I ask is because many of our analysts follow each others' request. Taking it a step further, I would like them to share with their teams the stuff they learned or found interesting on a workspace. Thanks!

@Steven Boardman having two fields that specific would be fantastic! But maybe too specific? I am aware of all your other customers, so I don't want to be so pushy But yes having 2 fields like this at C.I. level would be wonderful for us! As for BPMs, a simple Automated task "get CI Details" (like we already have - see below) would be more than enough I think. In short, yes the changes you suggest would be perfect for us, but what about other customers? Is it maybe too specific?

@Steven Boardman thanks for your reply. In practice, we could use a custom field for : storing the ID of the team a request should be assigned to by default (saving a huge amount of work in the BPM) displaying the name of the team on the service page / catalog item details (so that analysts can see where it will go, instead of having a black box BPM) storing the name / ID of the manager responsible for this catalog item (indeed, some services are supported by multiple managers depending on the CI) which would considerably increase accuracy of reporting If I had these 3 fields, it would save me in total: approx. 50 actions (decisions / task assignment) per BPM, 5 of them at least => 250+ actions! (If we include the ID of the manager in a field, then we are talking of 300+ actions in BPM) => this would considerably improve performances when creating a new request too. 1 report (and maintaining an Excel file on a regular basis to match each CI to a team) Improve the request creation with 1st level analysts raising requests against the proper service / CI Improve visibility to analysts on assignments Improve by at least 10% our monthly reporting, saving me and my colleagues 15 minutes per month at least on data analysis I know it is a big ask, but if it can be included in a future release, such changes would really make my life (and any admin's life) a bit easier for my company

Hi, Long shot: is it possible to have a couple of custom fields against catalogue items? And if so, would it possible to retrieve them via PCF / BPM? Having a couple of fields would really help me simplify our BPMs and reporting considerably. Thanks, Lyonel

@TrevorKillick you are a star! On a sunday too !!! Thank you very much for solving this issue so quickly. Our Middle-East colleagues were very pleased

Same issue here

@J_Tamburrini yes we have the same problem. I don't think there is any workaround really. In fact I even wornder if it is not an issue with the system

After the latest update and a log out / log in, it works again

I still have issues with the quick search functionality... Logged out and back in after update.

Thank you @TrevorKillick ! I know it is not recommended to do SQL updates, but I cannot see any other solution here...