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Lyonel

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Posts posted by Lyonel

    Automatic request update from email - tables & screenshots lost

    in Service Manager

    Posted

    Just to give you an idea of what I am trying to achieve:

    image.png.322318608a9f2cebcc720b33e09cfe97.png

    Translated in wiki markup to: 

    {| class="wikitable"
! style="text-align: center; font-weight:bold;" | Priority
! style="text-align: center; font-weight:bold;" | Max Response Time
! style="text-align: center; font-weight:bold;" | Max Resolution Time
|-
| style="text-align: center;" | P1
| style="text-align: center;" | 60 mins
| style="text-align: center;" | 1 Business day
|-
| style="text-align: center;" | P2
| style="text-align: center;" | 60 mins
| style="text-align: center;" | 2 Business days
|-
| style="text-align: center;" | P3
| style="text-align: center;" | 120 mins
| style="text-align: center;" | 5 Business days
|}

    and could be incorporated in my service description :)

     

    • Like 1

    Hornbill INSIGHTS 2018

    in General Non-Product Discussions

    Posted

    8 hours ago, Keith said:

    Good news! Aside from the official learning tracks it will provide an even greater (longer) opportunity for the community to share ideas, solutions and a few frustrations :) 

    +1 !

    Meeting community members was my highlight of INSIGHTS. Having more of an opportunity to meet and exchange with other members, within the remit of a designed &  time limited topic, in small groups, would be really good :)  (just an idea)

    'My Services' View

    in Collaboration

    Posted

    8 minutes ago, Dan Munns said:

    'If it's not easy, they won't do it'

    So true... I would also add "if it is not clearly visible, they won't bother" => we need a shortcut easy to find. As @Dan Munns "In your face" approach for the employee portal.

    9 minutes ago, Dan Munns said:

    Having news / bulletins at the bottom of the page kind of negates the point of them as we want them to be read before a user logs a ticket

    200% behind Dan on this one! Although I like the look and feel of the new interface, I believe the bulletins are missing their attractiveness and therefore will not be considered with much attention compared to today. The status indicator though, that is a great change! Brings it much more into the customer's attention.

    In App Reporting

    in Service Manager

    Posted

    11 minutes ago, Keith said:

    Longer term... I've long thought that having a mechanism for the community to share reports ( you know what a helpful bunch we all are ) would be extremely powerful. Perhaps this could somehow be incorporated into this tool. 

    Providing the forums are easy to read / follow up and that development time is short (in case we cannot build our own reports), @Keith has an excellent point! I have to confess "borrowing" many ideas for reports and widgets from the forum in the past :P

    Request Source Types - Phone, IM/Chat

    in Service Manager

    Posted

    @Victor I obviously cannot talk on behalf of @Martyn Houghton but I can already lots of downside to using custom forms and fields... Reporting, custom views, filters, etc... would not work as we would be forced to use a custom database field to store this information. And duplicate the already existing values too.

    I personally don't need this, but I can totally understand where Martyn is coming from. If added, it would need to be done alongside the existing values (somehow).

    No need to hit me, I am doing it for you :P

    giphy.gif

    In App Reporting

    in Service Manager

    Posted

    I second @Dan Munns point of view. The current setup is a great step forward, but the implementation is too constraining.

    33 minutes ago, Dan Munns said:

    Perhaps a way to create custom reports from the IAR home screen and then select what tile you want to save it under

    I already have loads of reports, measures and widgets created. At the moment, all the reports we have already created are basically unavailable via the in-app reporting. Fair enough, I can understand that the code behind is different. But that means I now need to create many new reports based on what is available. If the base report is not available, then I need to ask you guys to create one for me? Let's say I want to see the ratings received last month per team, or the % of non-breach Response and Resolution SLA per team. For each of them, I will need to get in touch with you? It might eat up a lot of your dev time...

    On the navigation when viewing a report, I feel like something is missing... I go into performance > Open Requests By Age. I run my report (GREAT REPORT by the way :wub:) and I get what I need. Now I want to run the other report under performance > Open Requests By Reopen Rate. To do that I need to go back to the root... A simple workaround could be to turn the folder label into a hyperlink maybe?

    image.thumb.png.e641c2f6d8f9931a5ec98dd9d9366be7.png

    Final point for me on this topic for today: I love (as in WOW) the "Load view as condition" feature :D That is f*****ing great idea!!! Saves me a lot of time and hassle, considering I have already created all the views I need for "live" reporting (using charts on views in my "personal dashboard")

    'My Services' View

    in Collaboration

    Posted

    4 minutes ago, Dan Munns said:

    Also I have been asked if we can remove the Hornbill branding from the top of the page (move it back to the bottom maybe) and make our own branding a little larger (like the current portal). I know size will be capped by the notification bar currently but it was just a request I had.

    +1 Nice to have but I would take it :)

    5 minutes ago, Dan Munns said:

    Is there going to be a place for 'My documents' like there is on the current portal? 

    Planning on making a lot more use of this too (with reports and co.) so having a "My Documents" section on the service portal would be good.

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