Smurfy

I do this with our instance (record a self help) I do log a ticket though. The ticket that logs is the "used self help" and is a basic ticket with a category of self help. The summary and description just say that self help was used. We do count them but separately.

Thanks Steve That being the case please can I put in a request for an enhancement? I would like to be able (in a BPM) to have a node whereby it can kill the requirement for feedback.

I have set feedback (star rating and questions) on our main Service portfolio. This works fine, however, there are some scenarios (certain processes) where I don't want the user to get the pop up feedback form. Is there a way to do this other than run those processes through a different service portfolio? I want them all on the same one really. I did try a "suspend on customer feedback" and give it a 1 min expiry window, however, it seems even doing that meaning the feedback "now expired" still when it hits the end process node the feedback is popping up. If its expired why would it allow the user to still put feedback one? I'm probably not understanding this right I did notice a "feedback not required" outcome - I would like to be able to use that variable somewhere in my process to kill the popup at then end.

Thanks Steve

Hi I use "create a new ticket" a lot. This time I want to create a new ticket in a process but I want to copy any attachments they have added (I may have asked for this before) So the PCF asks for an image /screenshot but I don't have a box to select "copy image / attachment" Please can this be added as an option. Thanks

Perfect. Thanks @AndyG

Can anyone point me to where this text is (if its possible to change ourselves) We are linking our software so I'd rather it just was "search" so less confusing for our users.

Thanks Steve. I thought that would be the answer but i needed to ask officially. I will feedback to the team.

Hi I have had a few requests to show the asset id in the request list (in a dedicated column) I can see that linking multiple assets may make this messy but in the main we only link one. Is it possible to look at having either a column dedicated to the asset id result/s or being able to pull the results from the asset form in the PCF into a custom field. I don't want to use a custom form in the PCF as I want users to be able to link it and for it to still show in the asset section on the ticket.

Hi ya I tried this too but doesn't seem to work with a group. I think Support looked at it and said there was a fault. The support call I raised was closed with "Request has been closed with the category 'Customer Support>Hornbill>Defect'"

ok thanks

Sorry to hi-jack this post but is it possible to add the option to add custom fields? We use a lot of those and many of our engineers like the standard view rather than making a custom view.

Hi Any thoughts on this please? It would really hep us. Thanks

We would like to display some of the other fields from the asset information on a ticket where the asset is linked. So at the moment it has the asset, type, class and Tag. Is there a way we can configure this to show some other fields? I know we can click the asset to look at all the fields but we would like at least one field ("notes" we may use) to be viewable directly from a ticket. Is that possible?

+1 here too This has happened to 6 of our staff this am

Thanks Steve I see your point but if you could filter like I mention above then I'm not sure it would be an issue. If I had to many on my "closed" follow list then I could unfollow manually when I was happy I know longer needed to follow it. The issue my colleagues are having is they like to follow what they have an interest in but when it closes they then cant find it easily.

Thanks for coming back to me Steve. So we have one form asking the user to search and select their asset. Or CMDB is not the most up-to-date so sometimes they have to go to "all assets" Its there where I only want to show 3 Classes. They would only ever have a laptop, mobile device or printer. Everything else is infrastructure and not relevant to a user so they would have no need to display them and cause confusion.

Hi there I've had a request. Some engineers "follow calls" they use the I am following list to see them. The issue they have is once its closed its gone - its useful for them to see that its closed. I think they can tick the notification in their personal settings but they would much rather be able to see a list and select those closed. Is there a way for it to be configured so you can choose from the headers whether you want to see closed as well as the other headers available currently?

Hi Hornbill team Have you had any thoughts on if this is possible?

Just for info - We have this too. Also in the Asset forms

Thanks Victor that is perfect. I have created and applied the permission and it works.

Hi I have no idea if this would be possible or if its been asked before. I have created quite a few shared views for out Team leaders and Section Managers which means quite a long list. I wondered if it would be possible to give a facility for people to create a shared folder/s to add the views too - just to keep things tidy and perhaps enable a way to categorise views.

Thanks Steve That is a workaround. Its a shame that there isn't consistency in the table. Resolved, closed and updated by all show the name. Created by is the only one which doesn't

I would like to be able to see it in the request lists too? I can see closed by and updated by and resolved by as names. But created by is a number.

Hi Is it possible to have a column that's added for access in the reporting that has the logged analysts username rather than ID? So a bit like "resolved by username" I would like a "logged by username" or "created b username" At the moment all I can find is a "created by" which (maybe how we are set up) is just the analysts employee number. I note that Close by, resolve by and re-opened by all have a "username" option in the reporting. Is this possible? (It would be good to be able to add it into columns in the request lists too. )