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PSG

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Posts posted by PSG

    Email auto routing replies visible to Customer via portal

    in Service Manager

    Posted

    Hi Bob,

     

    Thanks for the update.

    I should've mentioned that we've already got "team" set as the default visibility for most values.

    The only "customer" ones we've got set are -

    guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.cancel
    Default visibility value when cancelling a request

    guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.resolve
    Default visibility value when resolving a request

    guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.workaround
    Default visibility value when providing a workaround for a request

     

    Thanks,

    Jamie

    Email auto routing replies visible to Customer via portal

    in Service Manager

    Posted

    Hello,

    We've noticed that replies to a Request apply to the Request's Timeline as an update made by "System AutoResponder".

    The default Visibility for these Timeline updates appears to be "Customer" which means the Request Customer can see any / all replies to the Request.

    This is an issue for us. For Audit/ tracking purposes we try to send all of our email from the Request, (i.e. if we need to email a 3rd Party we'll do it from the Request so we've a log of what was said) however we don't always want this visible to the customer.

    Can we have the ability to change the default visibility of the "System AutoResponder" Timeline update?

    Please note: when i logged in as the System Admin account i was able to manually change the visibility of the email  "System AutoResponder" Timeline update however we cannot do this for every update.

     

    Regards,

    Jamie

    Document Owner = Team or Sharing with Teams

    in Document Manager

    Posted

    Hi Both,

     

    We've also noticed the same thing - permissions applied / shared at the Library level do not apply to the documents within.

    Admittedly we have a pending update for Document Manager so are going to run this to see if it helps.

     

    Also @Gerry, regarding your comment about transfer of documents as part of the leaver process. What would happen is a document owner did not have a leaver period? for example, if they were escorted out of the building for gross misconduct etc.

    Similarly, when we moved over to Hornbill one person was given the task of uploading nearly 400 documents from our previous system. As such they're now the owner of each but are not necessarily the person who is responsible. 

    how would we transfer documents in these situations?

     

    Thanks,

    Jamie

    Set / View priority against activities

    in Collaboration

    Posted

    Hi @trevorharris,

     

    We've noticed that you can now set a priority against a 'non-BPM' priority which is great.

    Is there any way that we can update the priority names to reflect our Requests priorities? for example, we use P1 - P5 to assign Requests and would like to have our Activities with matching Priorities. 

    Also, currently we cannot filter the Activity view on Priority - will this also be introduced?

     

    Thanks,

    Jamie

    Increased Visibility of Activities

    in Collaboration

    Posted

    HI @Gerry,

    Thanks for the update.

    I've informed some of our users of the proposed solution and the general consensus it's not 100% what we had in mind (not meaning to sound ungrateful at all) however it is a step forward and will definitely help us. The ability to view and action delegate's Tasks will make our life easier so thank you very much for suggesting it.

    One question that was raised - if a delegate completes someone else's activity will the notes / timeline show that the delegate has completed it. For audit purposes it would be good for the notes to show who actions it (e.g. the delegate) rather than who it was assigned to.

     

    Regard,

    Jamie

    Filtering Activities by Role

    in Collaboration

    Posted

    Hello,

    I’ve noticed that I’m able to filter on “Assigned to” > “Role” (see attached) however other users are not able to filter by “Role”.

    It appears as though you have to be a member of the “Admin Role” role to be able to filter on “Role”.

    I've raised this as a support Request, they've confirmed this is correct and they suggest i raise a thread about it - please can all user be able to filter based on a role.

    e.g. Assigned to > is not > Role 

     

    role_filter.png

    Set / View priority against activities

    in Collaboration

    Posted

    Hi @trevorharris

     

    We've noticed that you can now set a priority against a 'non-BPM' priority which is great.

    Is there any way that we can update the priority names to reflect our Requests priorities? for example, we use P1 - P5 to assign Requests and would like to have our Activities with matching Priorities. 

    Also, currently we cannot filter the Activity view on Priority - will this also be introduced?

     

    Thanks,

    Jamie

    Relationship between Progressive Capture date

    in Service Manager

    Posted

    Hello,

    We would like to request the introduction of a relationship between start and end dates added in ProCap.

    For example, our Change process requests the "Planned Start Date" and "Planned End Date" however there is no relationship between the two so it's easy for the Requester to set the End Date to a date which appears in the calendar before the Start Date (see attached).

    This is not limited to our Change process - the functionality would be applied to other Captures.

     

    Regards,

    Jamie

    dates.PNG

    Increased Functionality for Activities

    in Collaboration

    Posted

    Hello,

    I'm aware we've raised a similar Topic regarding Requests however this is a more general.

    We use Requests and Activities to complete work.

    We've gotten to grips with Requests - in terms of views, filters, charts, dashboards etc. On the whole things are working pretty well and we like being able to create dashboard and views.

    We would really like to have the same functionality applied to Activities.

    For example, in the Request view you can select multiple filters in the same condition. i.e. i can select where Statue is not "closed", "resolved", "cancelled" however with Activities you have to add a condition for each status.

    This doesn't sound like a big thing but it's indicative of the additional functionality that Requests have over Activities. 

    In general we'd like to be able to have the same features in Activities. 

    Please let me know if you need anything else.

    Thanks,

    Jamie

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