[Ability for user to close their Request]

Hi,

Is it possible for a user to cancel / close one of their Requests?

For example, if a user raises a Request then the issue self resolves / or the access request is no longer required etc. do they have the ability to close it themselves?

If not, please can this functionality be introduced? 

 

Thanks,

Jamie

[See Activity Description and Resolution notes in Request Timeline]

Hello,

This query is related to the visibility of Activity updates in the Request Timeline.

Per the attached image, an Activity has a few fields for notes - Title Field, Description Field and Resolution Field.

When you open the Activity these three fields are visible however, only the Title and Resolution fields are added to the Request timeline.

Can the Request / Activity be updated so all three are added?

 

The driver for this is our IT Security and Compliance teams would like to be able to see all the detail for an Activity, i.e. what was asked and what was done, in the Timeline.

Thanks,

Jamie

 

[Set / View priority against activities]

Hi,

 

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

[Set / View priority against activities]

Hi, is there any update on this?

thanks,

Jamie

[Colleagues viewing calls on the Portal]

Hello, any update on this query? 

thanks,

Jamie

[Request Customer details - adding additional fields]

Hello, 

 

Is there an update to this query?

 

thanks,

Jamie

[Increased Visibility of Activities]

Hi Gerry,

 

Is there any update on this query?

 

Thanks,

Jamie

[Request Search - Historic Updates not included]

I cannot emphasize enough how important it is that we have the ability to search for key words within timelines.  We are heavily audited with audits scheduled for later this month and during April.  It will prove incredibly difficult for us to provide the evidence required to satisfy our auditors requirements if this is not in place.  Please can this be escalated.  Thank you.  Julie Mills

[Change Request Calendar]

Hi James,

We've recently started using Hornbill and our Change Manager has asked if it's possible to change the colour of a Change based on status, i.e. Implement, post Implement, Closed.

Our Change process utilises Board however our Change Manager would appreciate this extra functionality.

Thanks,

Jamie

 

[Increased Visibility of Activities]

Hi Gerry,

Thanks for the reply.

I understand the need to restrict visibility of Activities between departments, i.e. IT should not be able to see HR ones.

What we'd like is the ability to see Activities that are assigned to people in the same Team / Role.

It appears that some Activity visibility functionality exists - team leaders can see the Activities assigned to their direct reports. Can this be expanded so members of a team / role can see Activities assigned to other members of the same team / role?

From a practical point of view, we'd like to use this in case someone is off so we can see if they've any work that needs to be completed.

Also, Senior members of a Team need to see the workload of each Team member. 

I hope this makes sense. Please let me know if not.

 

Regards,

Jamie

[Email Notifications upon assignment of Activities?]

Hi James,

 

As Gwynne said, the App notification gets filled pretty quickly, especially when some of our users are members of multiple groups / roles.

We've enabled email notification for Requests and they're working well. Would be great to get similar functionality for Activities. 

 

Thanks,

Jamie

[Increased Visibility of Activities]

we rely on Activities and use the to request other teams / roles take action for a Request.

we've noticed that Currently Users can see the Activities are assigned to their Team / Role however when an Activity is assigned to an individual user the viability of it is lost.

Please note: one exception to this rule is the user's line manager (set in user's Hornbill profile) - they can see and have the option to to filter on Activities that belong to their subordinates. Could a similar principle be applied to allow team members to see the activities assigned to other individual users that are a member of their Team?

I've attached two screenshots as examples.

The first is when i'm set as my colleague's Line Manager and i can see their tasks.

The second is when i'm not set as my colleague's Line Manager and i cannot see their tasks

Thanks,

Jamie

 

 

 

[Request Customer details - adding additional fields]

Hello,

I think we're after the same thing as Tina, we'd like to be able to add fields to the "Customer" section on a Request.

E.g. we'd like to show a user's "Division" here:

 

[Colleagues viewing calls on the Portal]

Our Customers have also asked for this functionality so if it can be rolled out it would be appreciated. 

[Email Notifications upon assignment of Activities?]

Hi,

We've recently started using Hornbill and some of our teams (who are assigned Activities but tend not to 'live in' the portal) have asked if email notifications can be created when they are assigned to a user / group / role. 

The guys are aware there are in built notifications however they will miss these if they're in a meeting - their is a concern that something Urgent will be passed to them when they're not by their PC and they miss it. 

Please can you advise if this functionality is being considered at all?

 

Thanks,

Jamie

[Set / View priority against activities]

Some of our support teams deal with mostly Activities (as apposed to Requests).

We've noticed that when you create an activity via BPM you can set a priority against it  (please see BPM_Priority - attached).

If / when a BPM created Activity is created you cannot see the Priority that was set against it.

Equally, when you raise an ad-hoc Activity (i.e. created manually from a Request rather than via BPM) you do not get an option to set a Priority.

 

Are there any plans to enable the following:

 

View priority against an Activity.

Set a priority against an Activity.

 

Thanks,

Jamie (PSG)

[Applicaiton Rights to assign/complete other users activities]

The ability to re-assign activities is something that our Organisation would find very useful.

Posting to keep a track and to advise that another group would like this functionality introduced.

[Request Search - Historic Updates not included]

Being able to search the Timeline is something that our Security / Risk / Compliance users have raised. They have raised that they often have to search for specific terms / servers / phrases which often appear in Work notes / Timeline.

Are there any timescales, i.e. Q1 2017 for the implementation of this change?

 

Thanks,

Jamie (PSG)