Lyonel
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Enhancement Requests
Posts posted by Lyonel
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@Victor that is good to know! Will it feature as an item on the success portal "Coming soon!" list when it reaches the development stage?
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@Darren Rose you can already do that... Not sure I understand what your question really means.
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44 minutes ago, Kelvin said:
1 question would be if I have to specify a team why does "team" "=" "list of all teams" work but "team" "!=" "1 team" not return any requests.
@dwalby because of your setup (probably very similar to mine), securities still apply. Unless you list all the teams, the system will automatically filter on the teams you belong to, then apply the "team != XYZ" to your sub set (or the other way around). But if you specify all teams, then you effectively override the securities. That's my understanding of the system anyway.
@Victor can probably confirm. After all, I am just a host
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@Victor I would be curious to see how. I have not played with measures in a long time, but as far as I remember, I could not achieve something like that last time I tried
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Thanks @Victor for you response
If the custom form could be looked at it would be fabulous! Maybe something very simple such as if custom form and field name = h_summary => same behaviour as "request details" form?
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Only got Dying Light & Rage during the sale
Dying Light is a really good surprise! I am already hooked after 6h
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1 hour ago, Victor said:
@Lyonel they actually do... or at least they should... when using the "Request Details" form in PCF...
@Victor It does not when using custom forms, mapping the custom fields to h_summary and h_description.
The only reason we use custom forms is to customise the labels and help text.
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Actually, on this topic, why can't the summary & description of the new request be populated from the email directly?
That would save us a lot of time! Then we can still edit if we want
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This will be great additional selling point for me! Thanks @alextumber
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So I've found out @Victor
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@Daniel Dekel thank you
Not a big problem, but as a designer of the PC you need to be aware of this when testing, otherwise it drives you crazy!
I hope this thread helps others who might be struggling too
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Hi,
Is it possible to add the CC Address in the list of available fields for emails routing rules?
That would be quite useful for us.
Thanks,
Lyonel
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@Daniel Dekel had to clear cache
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Got it to work... by doing nothing! Well, I just cleared my cache:
@Victor @Steven Boardman is this something you are aware of? The need to clear the cache when testing custom forms?
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Hi,
I am trying to take advantage of the new features, but I am struggling a bit... I have a form where I ask the user "which software do you need". If the answer is "Adobe Creative Cloud" then I display the form below:
If "Other" is selected, I want the user to specify => here comes my dynamic field. I managed to get this to work just fine
My problem is when I have more than 1 checkbox ticked:
As you can see the dynamic field disappear...
Here is rule setup:
And the list setup:
Is anybody doing something similar? Am I missing something?
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22 minutes ago, Victor said:
an alternative to having this huge criteria would be to use IS NOT instead of IS...
That is true
It depends on your setup and how you use team assignments I guess. In my case, I cannot use the IS NOT as a request can technically be assigned to any team (and I don't trust humans)
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If my understanding of @Kelvin's setup is correct, we are in a similar situation: we never use "Supporting teams" on our services, and therefore everybody can see everything by default.
When using the search feature in the request list (advanced search and custom views) however, some sort of "security" applies (like @Victor) mentioned. Indeed, if the filter "team" is not specified in the query then only requests assigned to the teams I belong to will be displayed.
The workaround is to add a filter on "team" and add ALL teams. Then you will see everything as per your filters.
So practical example:
Custom view / search filters are set to:
I do not belong to any of the teams who have requests under these services => Returns 0 requests.
If I had ALL the teams setup in the system:
then I get the records back.
Hope this helps?
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@Gerry Martyn's post just made me realise something: Is it possible to have a copy of the powerpoints? Or some sort of "summary" that can be distributed to colleagues who were not there?
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Well spotted @Martyn Houghton !!! Thank you
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Sorry to revive this thread, but instead of creating a new one I will reuse this one (the title is exactly what I was looking for).
I tried implementing the "Post to Workspace" method but I am hitting an error message...
Here is my BPM
and my workspace settings:
Am I missing something?
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@Dan Munns if only we did not move to Office 365 and a solution for back ups in the cloud...
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@Josh Bridgens yes many users (5500 +) in an industry from last century where paper forms are still the norm for top management
Trying to drastically change something like emails is a real challenge, but we will get there eventually
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2 hours ago, Gerry said:
Unless you force the issue, ultimately people will continue to do whats easier for them. I would include a notice in every email response from the service desk communicating a date, at which point emails will no longer be expected, make that date a reasonable time in the future but set the date. On that date, simply bounce all emails with a clear instruction and link to the self-service page so people can then go and raise the request there.
I know that sounds harsh but there really is not any other way.
That's the approach I am taking and fighting with management over... Eventually we will get there!
Based on the INSIGHTS event, I got a few good ideas on how to start changing peoples' mind:
- Step 1: add a very visual and attractive footer to all the templates we use in Hornbill, redirecting to the self service portal
- Step 2: setup an automatic response from the mailbox(es) with the same footer as mentioned above or a variation of
- Step 3: Display a strong warning about the end of mailboxes monitoring and requests creation, planned long in advance (e.g. From 1st June 2019, we will stop....) => pending management approval.
It is not perfect, but it is a start...
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I actually mentioned that particular challenge with Hornbill staff and other customers during the INSIGHTS event last Wednesday.
In my opinion, there should be multiple options:
- The analyst uses the "e-mail" tab within the request to send an email to the customer
- The system should send an e-mail automatically (using a custom template) every time a new update (or comment) is done with visibility "Customer" or "Public" on a request
By such mechanism, we can choose which way we want to approach notifications.
(A notification bell on the future "employee" portal could also be an idea?)
At the moment, I am fighting to get rid of e-mails... In the mean time, I have advised my analysts to post updates as actual updates and send an e-mail to the customer using a snippet and custom email template:
Far from ideal, but better than nothing.
My biggest challenge is getting my analysts to stop using email altogether... Success rate at the moment is extremely limited I have to admit. Should we have some of the options I mentioned above, it would considerable change things.
Reporting time from email to request
in Reporting
Posted
@Victor that's what I thought
But my understanding of what @dwalby wanted was a chart, hence my previous response. I think his objective was to make this more visual. Maybe something like that: