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Claire Holtham

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Claire Holtham last won the day on May 14 2017

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  1. Hi - I want to provide a simple report via the Document library, which just has all the user id's on it. So that certain staff can search it to see if user_id's are in use. However the line limit set on our reports is 3,000, and whereas I could set it to 10,000 I would be concerned that would impact on the performance of the system in general. If it was possible to publish the report, with a prompt on it, so they could run a prompted version of the report (and it would bring back just one line) that would be a great solution. Is there some way of doing this - either on the library of documents, or on a widget? cheers, Claire
  2. We asked for feedback from our users. Can I pass on this particular feedback from one of our ICT staff members which has useful accessibility perspective: I would like to express concern regarding the new Hornbill UI from an accessibility point-of-view. Hornbill's previous UI update in 2021 made accessibility substantially worse compared to the pre-2021 UI, so I was eager to try the new 2023 UI in the hope that this improved things. Unfortunately, this is not the case - in fact it is even worse. I have bad vision, therefore I used larger text and DPI scaling. I acknowledge that this makes some applications display incorrectly, but generally speaking the vast majority of common applications are completely compatible with it (e.g. Outlook, Teams, Slack, GitLab, Azure, etc). Below is a screenshot from a full-screen Microsoft Edge window running on my 1920x1080 screen: As you can see, the interface is big, bloated, poorly scaled, and makes very inefficient use of screen space. There are large left/right margins which cannot be removed, the call action buttons are wrapping onto two lines, the text sizes are seemingly random, and tab navigation is completely unintuitive. Further to this, the dark mode does not seem to have been worked on, as the colour scheme is incredibly garish and inconsistent, with aggressively contrasting colours (e.g. jungle green buttons on a midnight blue background). I understand that this is a 'preview' of the new UI, therefore I want to raise these issues as soon as possible. Please let me know ASAP that these issues are going to be resolved prior to the new UI going live. I am keen to be involved in any feedback sessions/user testing.
  3. Afternoon, We use substatus' to put a call on hold, and for it to come off hold again after certain period of time. I'm now being asked if there is a place to set the initial value in the sub status 'Pause Until Date/Time' - they would like it to default to, say, a day in the future, rather than right now. Is there somewhere to set that, (I could not see the setting myself)
  4. HI @Steve Giller - what's the best way of seeking answers on this question? (I'm sure me putting an 'any update' question on this forum will get pretty tired pretty soon)
  5. Morning, has anyone noticed hornbills availability being a little up and down more so than normal over the past few weeks? My colleague who works in first line (so uses Service manager constantly) rang me to say it was down 8:51 (for him and at least one other colleague), but by 8:53 when we re-tested it was back up again. I've never noticed it myself (being a slightly less intensive user of the system). He said that this happens periodically (and is most frustrating when he has a customer on the phone, that he's taken all the details of a case but cannot save it - he gets a red message of death saying something like 'could not update instance'). I trust him when he says this has happened more frequently recently, and wanted to know if other sites had similar experience? Thanks Claire
  6. @Steve Giller do you know if this issue has been reviewed by development yet?
  7. @Steve Giller - thank you (I can stop looking for a setting that doesnt exist now)
  8. @Steve Giller - do we have any news from your colleagues in development on this issue?
  9. Afternoon, I'd like to be able to Automatically add each owner of the Request as a member.. I'm pretty sure I can include in the bpm a step after 'wait for analyst' where I set the first assigned analyst as a member of the call, using method in here: https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Requests But is there a setting to automatically add each subsequent (ie manually assigned) owner of the call as a member too? If a call is passed around a lot, it would give each former owner of the ticket a greater opportunity to find what had happened to tickets that were previously in their request list. cheers, C
  10. Thanks @Steve Giller, keep us posted! Hi @Jasper van den Berg I asked how our emails are being captured, they are created from email by the service desk, I believe they use the 'Raise Call' button from the mailbox (so different to your issue I think)
  11. Thanks @Steve Giller - could you let me know what they say, apparently this has been reported before (Jamie said it's been like that for 6 years!) and it would be good to know if we are to live with it, or if it's one for a fix list? Thanks, Claire
  12. Is this a problem for anyone else? Its our security team dealing with possible spam emails that have raised this with me...
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