Keith

This is something I would like to see introduced also, especially in relation to the dashboard view.

There is at least one instance where an email is being sent by Hornbill Service Manager that is not configurable via a template. The information provided in this specific case is very limited and causes the analyst sometimes unnecessary work to go and look at the request to see what has been updated. The case in question is where an email is received by the owner of the request stating that it has been updated by email. The content of the mail says some very simple like "Request ********** which is assigned to you has been updated by email." Ideally I would like a template for all emails which are sent by the system. If this is not possible it should at least contain some more useful information such as: Customer name: Summary: Description: Priority: Could you please consider having this information added to the mail. Regards Keith

@James Ainsworth Thanks! - Yes I appreciate it needs to be right when delivered. Thanks for the further info on the custom statuses.

@Victor Undestood! Backside firmly covered

@Gerry Sounds good! I've already pencilled the day in to my calendar and will do my very best to ensure I attend. With reference to your newer Q&A topic... It seems I'm unable to respond. However, in essence I am happy to trial a Youtube Live session and see how it goes ( in our continuous improvement processes we call this trystorming). The only real concern for me is the limitation on new features that you may be willing to discuss in public. Keith

@Victor Great!! Sounds perfect. This will be another of the major moans from analysts taken care of

@Victor It's good to hear that something is being done to address this problem. I think I understand your proposal but let me explain my current issue and you can tell me if this will be resolved by the proposed solution. Process: When we mark a request as resolved we automatically create an "Await Closure" activity with an expiry of 7 days. If the request is not closed by the customer during this period the activity will expire and close the request on expiry. Problem: If a customer reopens a request we have to ensure we reopen the "await Closure" activity otherwise the request will autoclose, causing the customer and the analyst frustration. Unfortunately this happens all too often due to the additional step of having to reopen the activity once the customer has reopened the call. Do you think your development would negate the need for the "Await closure" activity and avoid the possibility of inadvertent request closure? Thanks Keith

I'd be interested to meet up (subject to date/place of course). Sounds like a great opportunity to get some incite into to future features and meet with other to share experiences/tips. I'd also welcome the use of remote webex type sessions which could be run say monthly with Hornbill demoing imminent features and taking on a Q&A. Of particular interest to me would be reporting. Now we have been using the system for some time we are monitoring and extracting data and honestly finding it a challenge.

@James Ainsworth @Victor Thats a blow! I have a meeting next week regarding compliance due to an inability to search the timeline. This would have been great timing. Separate topic, but I understood that custom status's would also be in this update and they don;t seem to be there either. These were the two key features we are eager to get hold of.

@James Ainsworth Sounds good! I look forward to trying this in the next release.

@Steven Boardman That's great news! Really looking forward to this feature.

@Steven Boardman Any news on the sub status functionality mentioned. We discussed this last august and understood it was on the 90 day roadmap. This is something we are desperately waiting for. Thanks Keith

Damn! The External reference is not updatable via the BPM's request update function. Can this be added? Keith

@Martyn Houghton We currently only use two fields one of which is used on every service and the other which is used on most services. TBH I only really need the one that is used on each service. I am getting so desperate that I am looking into populating the External Reference with the value from that field as a hack that would get me by. Regards Keith

I notice that the Home icon now appears to show a count of my activities which to me seems like a duplication of my Notifications. Keith

OK, thanks @James Ainsworth Regards Keith

Is there any other support in the Hornbill community to have access to the custom fields in the request list view. The lack of this is having a severe impact on our ability to manage our workload effectively.

@Ehsan This doesn't appear to be working correctly. We manage the tasks be clicking the checkbox that appears when you hover over the tasks right hand side, where we then click on of the outcomes of the task. The problem is that the checkbox does not appear when hovering over another users task. Only after going into the activity and coming back out of it does the checkbox appear. Seems like a bug. Can you look into this before I communicate to my analysts who are eagerly awaiting this.

@Everton1878 but the problem is that the request list views only allow you to see requests where you are part of the team and do not allow for any of the custom fields which is critical for our reporting.

@James Ainsworth Great to hear this is being looked at. This will be a big help!! Regards Keith

Hi @Bob Dickinson, Thanks so much for your detailed thorough explanation. This does actually look very promising and may well work for us. We'll have a look and try it and get back to you. The only thing it wouldn't help with is where we want to implement more of a "follow the sun" approach, but this would certainly get us much closer than we are today. Regards Keith

Hi @James Ainsworth, would appreciate some feedback when you have done that. I'm facing considerable pressure here as to why global SLA's aren't achievable. If I can be of any help on this let me know. I'd be willing to beta test this as it can only be an improvement on SLA's for us.

Hi @James Ainsworth, any update on this much needed development? We are currently at an extremely low OTD rate due to time differences. I realise you are unable to give exact dates but I really need an indication of where you guys are with this development. Thanks Keith

@Pamela Thanks! A resolution to this would be a big help.

As we are using Hornbill on a global scale across many depts etc we are finding that the number of measures, widgets and dashboards is unmanageable and prevents the retrieval of data needed to answer the questions that arise on a daily basis. What is really needed is... a. The ability to drill into report information to a lower level. i.e. A widget showing regional data should be able to be drilled into to show site information or service volums within that region etc. b. The ability to dynamically filter from within a dashboard or widget. Are any such features available today or planned for development? Thanks Keith