Lyonel

@Michael Wrightson read this: https://wiki.hornbill.com/index.php/Routing_Rule_Templates It should help

I confirm what @Dan Munns said, the problem is with the analysts using Service Manager @Ehsan

@dwalby consider other type of notifications / wording too: Out Of Office, OOO, mailbox unattended, etc. That's what we use: subject LIKE '%Automatic reply%' or subject LIKE '%Out Of Office%' OR subject LIKE '%mailbox is unattended%'

@Michael Wrightson you can send an email to the customer in the BPM, once the request is logged.

Another minor change if possible: could we possibly increase the width & use full height of the screen? At the moment, on chrome, it looks a bit too compact

Looking good Like others, IE 11 is a real issue for us (Company policy => cannot change it for too many reasons) so we need it to work on IE 11. Performances are pretty bad on this browser to a point where it is almost unusable at the moment. Happy to have a session over the phone / webex with you guys next week if that helps. In terms of widgets, many ideas have already been shared, to which I agree with. I know it may sound silly, but would it be possible to have a "reusable" (as in can be displayed more than once) widget for displaying analytics widgets? That would be a fab addition imho

The only way to "re-order" the FAQs @Darren Rose is to bump the number of views... It can be annoying when you want to have them in a set order, but at the same time it kind of makes sense: the most useful FAQ (and therefore most viewed) should be at the top of the list. Is that something you can mention to developers @James Ainsworth or @Steven Boardman? Maybe a setting that could toggle a manual or automatic ordering of FAQs? @Keith FYI

Great event! Really enjoyed meeting the rest of the community and see some familiar and new faces But the highlight of the day: finally meeting the mighty @Victor!!!

Experiencing the same issues as everybody else. The spacing, font size and validation indicator position are really unsettling at the moment... For some reason, it makes the screen a lot more confusing. I have to admit, the UI changes deployed so far have not been particularly well received in my organisation. Partly because of a lack of communication on our side, partly because of the change (people don't like change in general) and partly because of all the minor issues mentioned above.

So far (only spent 1h in due to other commitments ) I like having the same user experience as a customer when I need to raise a new request myself. It may sound stupid at first (it was for my boss) but when you break it down to having a single experience throughout the system I believe this is an important and necessary step forward. I am 100% convinced this will also improve my analysts' perception of Hornbill from a customer standpoint (only 20% of them actually went on the service portal at least once in the last 6 month! ). Great addition Just like Dan, I am concerned with the immediate changes happening without prior communication to our users... I love your enthusiasm but such UI change should be communicated and planned (even if you just give us 48h to send out a comm, ideally a week).

I actually have the same issue on IE and Chrome too. I think it is related to the "click" event not being fired or captured immediately. I noticed that if you click twice, then it sometimes shows up. Either a conflict with other objects or just a known issue of the UI framework? (I have a very similar problem with Bootstrap and "dropdown" controls => first click focuses on the control, second click triggers the action => very annoying!)

Thanks @Gerry for INSIGHTS event! That was a great opportunity to meet up with the rest of the community and Hornbill staff Like @Dan Munns , @nasimg, @Keith and many others, I struggle with the current structure of the forum for tracking / following up on changes, new features, enhancements suggested. The primary reason is that there is no standard use of tags across all members. And no search feature related to these tags either (e.g. tag cloud). And the structure is too "complex" (too many sections). I really love the mock-up from @Dan Munns! Pictures are a nice to have if the current tool you use for the forums cannot cope with this. But a simpler structure such as what was suggested would be much better. If there is one section that works for everybody, it's the "Announcements" section. Because no matter what app you use, you know that the latest update / patch notes will be in this section. As for enhancements, features and change requests, I think what we would like (certainly true for me) is to have all of them under a single section of the forums. The search would then be much easier. The proper use of tags (even if retrospective, done by admins) would considerably help too. It could be as simple as "Considered", "Backlog", "Need more input", "90 days window". Simple tags mixed with a single location would already be much better than what we have today and should not take too long to setup (I hope). Coming back on the "tag" concept, having a simpler structure would kind of "force" us to use tags a lot more. For instance, if I post something around widgets for Service Manager, then I could just drop a post under the Service Manager section and add the tags "analytics" and/or "widget". I don't think any of us has a problem with the way you work. It's just about being able to find forum posts related to changes or enhancements that were posted a while back, having that visibility and knowing where it's at (is it considered? is it in the backlog?). I hope this makes sense... Anyway, thank you very much for raising this topic on the forum. I think it is a healthy discussion, even if not easy

@Keith DEFINITELY!!! I would love to have a problem with a total of 2 assignments as far as the database is concerned

So true @Keith Stevenson !!!

@Keith in my experience, the system will first assign the request to the team (1 line in DB) then to an analyst (another line in DB), even if this action is done at the same time. But yeah there is something funny about assignments and logging. I personally exclude from my analysis anything with less than 2 records count and focus on the rest (I have some going up to 10!).

Gotta say that Rage 2 trailer got me a bit excited too... Turns out Rage is currently on sale on Steam for £1.99 !!! So I bought it again (had it originally but lost the DVD). The game has aged a bit but is still very good and even @Victor could play it with his incredible GPU If you like shooters "mad max" like, I would highly recommend Rage at that price. And you really like it, then you know that Rage 2 is coming soon (Q2 2019)

@Paul Alexander @Steven Boardman isn't this button displayed only if you allow connections against the request type? As opposed to: (Sorry about the screenshots of screenshots)

See attached: monitoring---reassignment.report.txt @Keith if you cannot import the definition attached, here are some screenshots. You can of course add the h_itsm_requests table and join on Request ID should you want more details (e.g. Service Name, Catalog, Date logged, etc.) Of course, feel free to change a few filters and stuff But be careful when adding more columns, they will screw up your report. Only 1 field from the assignment table should be returned by the report. Let me know if you need more help

That is not a good excuse @Victor

@Victor Thank you On that one, having a "contextual" variable capable of picking up who sent the email in the first place (instead of the hard coded owner of the request) would be a massive benefit to us! As you can imagine, if you are the owner, asked me for some help but I need to get more information from the customer, I will send an email but the customer will think it comes from you... Extremely confusing and risky

@dwalby for tables, I would recommend editing the source of the template and manually correct the HTML / test it outside the tool before you save the template.

Hi fellow gamers! Now that E3 2018 is finished, I would like to discuss what has been presented, your views, what caught your eye, etc. ! Personally: I was not really impressed with Anthem presentation but apparently the playable demo was actually really good => mixed feelings. Will wait for the Beta to give it a try and see for myself The Division 2 => Simply mega hyped about it and cannot wait!!!!! Cyberpunk 2077 => just WOW! Can't wait to put my hands on this! The Switch is getting a few more games this year from big studios, i'll keep an eye on that AC Odyssey looked quite nice but seems to be a copy/paste of AC Origins (which I liked but that's about it. Did not think it was a great game, just good) The Microsoft conference format => focusing on trailers and gameplay sessions rather than cringy performances The appalling EA conference!!! A lesson on how NOT to do a conf @ E3 I am pretty sure I am missing many things but I just wanted to get the conversation going

@dwalby here is the templates we use: Request logged: Request updated: Request resolved: I hope this helps

@Joyce you can’t

Thanks for quick communication By the way, I love the new status page! Great addition