Keith

I think this may have been raised before but we desperately need to include some of the custom fields in the request list view display. In particular we need two of these (h_custom_a & h_custom_b). Could you please consider this (or a more flexible way of including additional data into the request list. Thanks Keith

@Chaz , I appreciate the changes you made recently. They are a great improvement.

When a user creates a request with an attachment or adds an attachment via the portal the attachment is visible in an "attachments" section within the request. However if a user responds via email which includes an attachment this attachment is not included in the same "Attachments" section. Would it be possible for you to ensure that all attachments appear in the attachments section rather than having to go and view the mail directly to see it. Thanks Keith

Thanks @Ehsan this is great news! This is one of the biggest complaints I get from my users.

Thanks @Victor would appreciate if the dev team could come up with something.

Hi Victor, As part of our process flow we create approval tasks for anyone of 6 people to complete, so 6 tasks get created with the timeline being updated in each case to advise the task was added. I just want to suppress this notification in the timeline. Because there are 6 it makes the timeline very noisy. Hope that helps. Keith

@Steven Boardman Thanks for letting me know. Appreciate it. Keith

Hi Bob, Many thanks for your thorough explanation. I think it best for us to use the resolved date in combination with the status being either resolved or closed. Thanks for your help. Regards Keith

@Steven Boardman Great!! Thanks for the info. Keith

Hi Gerry, I'm referring to the Slideshow functionality in Hornbill reporting. I've created a slideshow which contains a number of Dashboards. I'd like to be able to give our management a url link to the slideshow (which I can already do) but I wondered if there was a way to make it play immediately. So that all they have to do is click on a bookmark in their browser and have the slideshow play. Keith

Is there a way to auto play a link provided to a Slideshow? I'd like to provide our senior management with a link to the slideshow which they can run as required without having to hit "play" or similar.

@Bob Dickinson could I ask a related question? What is the best way to identify resolved requests over time. I understand that there are timestamps for Date Resolved & Date Closed. If I report on Date Resolved isn't there a possibility that a portion of these were reopened? If I were to use the Date Closed instead, it could be that a portion of requests remained resolved but were not closed. What is the best practice here?

@Bob Dickinson Thanks for confirming. Yes! Thats what I'm doing, its just a pain when you already have everything setup to have to start from scratch. Using "save as" seems to retain the unwanted date ranging entry.

Hi @Bob Dickinson, Thanks for the quick response. I think I was being thrown by the couple of caveats that you mention. I have noticed one other thing that is causing some confusion though. If I create a measure that has a date ranging value. Then I remove this and save and resample. When I go back into the measure the date ranging column seems to be populated with my old date value. Is this a bug? Keith

Hi, We would like to capture the request backlog over time and wondered if there is a way to do this with measures? Essentially I want to capture the number of requests which have the status of new, open or onHold at the end of each month. Thanks Keith

This is also constantly mentioned here. The main issues with the portal are: 1. Main image size - It takes up way too much of the screen 2. Icon size - Only three icons per row is very limiting 3. Icon Size 2 - Only allowing 6 icons before showing "more services" results in users not noticing the "more Services button and raising issues against the wrong service. 4. Icon Ordering - Only listing these alphabetically often means that the more common services are towards the bottom i.e. User Access, which in turn again results in users using the wrong service.

We are finding the Timeline to be far too noisy and I know there has been discussions on ow to limit this in future. But for now, is there way to hide TASKS from the timeline?

Aplogies for jumping on this topic but - I'm hitting issues with roles regarding request visibility also. We have requests Raised as Service A which get assigned to team 1. It becomes apparent that the issue reported is incorrect for this service. So Team 1 raise a new request for Service B which is allocated to Team 2. However, Team 2 have no visibility to the original request owned by Team 1 and vice versa. Team 1 supports Service A Team 2 supports service B How do I overcome this with roles. I don't want to assign each team as a supporting team to each service as they then get incorrectly assigned that request rather than creating a new linked one. Hope this makes sense. Keith

Thanks @David Hall & @James Ainsworth James, We actually cover all three of the scenarios covered in your bullet points. Our implementation of Hornbill is used across the whole of our organisation globally for all IT & Applications functions and means that there are numerous organisational and team structures. With regards services, we have tried to create as few as possible. As an example: We have a Service called IT Service & Support which is supported by numerous IT departments. Some of these teams support only customers in their own timezone whereas other teams support customers in multiple timezones. Another example is our our SAP support teams which are spread across 4 geographical locations globally and support customers in ALL timezones. For this team in particular we would like to have a follow the sun approach. I'd be happy to talk this through with you in more detail if it would help. This has actually become a major issue for us very quickly and we desperately need a solution. I am sure you will not be able to commit to timescale but is there any indication you can give i.e. 30 days, 90 days etc. Failing this new development are you able to give any advise regarding managing multiple Timezones with current functionality. Is the only way to have multiple services? This would mean us having multiple IT Service & Support services. Any advise and information greatly appreciated. Thanks Keith

We have a problem with SLA due to the way in which Work Time Calendars have been implemented. If I understand correctly a work time calendar is assigned at the service level. This seems to make it impossible to share services across multiple timezones if you want to manage SLA's. It woudl seem more appropraite for work time calendars to be assignable to SLA's which would allow the assignment of specific SLA's based on rules. I would appreciate any comments on how we can achieve this or guidance on best practice for managing SLA's across these different timezones? Regards Keith

Could we please add more information to the results in the Request Search Results. Would be great to at least see Customer, Team and Owner assignments. Thanks for considering Keith

@James Ainsworth very pleased to see this come to fruition and am looking forward to trying it out in the near future. @Victor Good to know the platform update is planned for tonight. Should be another issue I can tick off my list

Thanks @Chaz

All, We are currently going though the process of translating Hornbill and are shocked to find that it is not currently possible to translate priorities. This seems a significant oversight given the otherwise good translation tools available. Can we have this fixed please! Thanks! Keith

@Ehsan, Sounds perfect! Hopefully we get this soon Thanks Keith