HHH

Now that many of our anaalysts work from home we have seen several instances where multiple people picked up the same ticket and individually updated it without any notification or "lock" to prevent simultaneous update of the same ticket. Even if they for example begin by assigning the ticket to themselves, there have been instances where several analysts have done this almost simultaneously and the customer got confused because all they could see whas the ticket bouncing around during a short period of time. Also there have been information to the customer that went out simultaneously from 2 different people. would it be possible to show some information when you look at a request that says something along "Analyst X is also looking at this". Our previous support system had this kind of feature.

+1 this would be very useful

@James Ainsworth I just realized my request was regarding CI's within each service.

@James Ainsworth No I was just wondering since one of the analysts raised it with me. I'm satisfied with your explanation and will forward it.

If a ticket is resolved and the customer replies to it by email. Then the routing rules add the email to the request timeline. Will the request be re-opened?

Any news on this one @James Ainsworth?

If this is to be implemented please make it a per service setting

@James Ainsworth Would this be something you could add to your backlog?

Thanks @Gerry

+1 to bump it in the backlog a bit. It would help SLA reporting for requests that are re-opened

+1. We have several customers who comment in a request with a new request. And it's hard to teach an old dog new tricks

@James Ainsworth Would that remove excess text from timeline or would it just update timeline with a notification and require you to go to the email to read it?

Some support systems have a "Reply above the line" in emails sent out and any text below the line is automatically truncated from the request update. Is there a way to get similar functionality in Hornbill to prevent our own email text from being entered into the timeline when a customer replies to an email, thus cluttering the timeline.

@David Hall Can I then turn this into a development suggestion. The idea would be for reassignments to be visible to the customer but prevent analysts from accidentally entering a comment not meant for the customer

If you have access to database direct you can use the following query. Just change the parameters (upper case text). It will return application and key. Language code can be skipped if needed. SELECT * FROM h_sys_app_strings where h_value like '%CHANGEME%' and h_lang = 'LANGUAGE CODE'

Is it possible to disable/remove the comment field in the reassignment node/form?

+1 for a "Last updated by" column.

If I fail to enter data into a mandatory field in the progressive capture the text "Please provide a value for the above field" appears. However I fail to find the translation string for this since our customer base is international. Can someone help out here?

There is one hscse.h_catalog_id per language in h_itsm_service_catalog so you'd probaby want to limit yourself to those where hisc.h_request_catalog_id = hisc.h_id

Is there a way to see when an external contact was last logged in to the customer portal?

I've found that editing a node breaks the connections following the next decision node

If I enter text in the footer text field and "format" it using newlines/carriage returns. This is not respected when the text is displayed in portal footer.

I agree. Thanks team!

Then +1 from us for allowing linked services to inherit permissions

One thing that would make things easier for the analyst would be to display the reason for setting a specific sub status in the box to the right below the sub status itself. In case of setting the request on hold until a specific time, the date/time could be displayed there as well. This would save searching through the timeline ticket.