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HHH

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Everything posted by HHH

  1. HHH
    Fixed by deleting Progressive Capture and recreating it again.
  2. HHH
    @Victor Sorry, pressed save too soon. Also attached are change screenshots.
  3. HHH
    @Victor Here are some screenshots, first incidents: Then the Changes.
  4. HHH
    I changed progressive capture and customer but it's still showing so it appears service related.
  5. HHH
    Does anyone know where the link circled in the screenshot is set. It appears in one of our progressive captures and I cannot find where or why. If I click the link it will open a list of all (I mean all) catalogue items, regardless if customer has access to them or not. Capture is a custom form but no flowcodes are used.
  6. HHH
    This does not seem to work for external clients through the customer portal. Would it be possible to have some kind of tokenized link for login? I.e one with a long "random" string.
  7. HHH
    @Josh BridgensWe do have some challenges integrating everything but that's another story
  8. HHH
    +1 it's great to have permissions on CI level but a little heavy to administer
  9. HHH
    Originally it was the Email Template set in the Service Designer. Unfortunately for us we work in 8 different languages but we have to use a manual workaround using snippets
  10. HHH
    We also told customers support was portal only. Request updates are followed by a snippet email telling them their ticket has been updated and a link to the ticket.
  11. HHH
    Hello everybody I have created global sub statuses for incidents and changes but when I go to my service portfolio to set them up I cannot use the ones for change. The ones for incident are usable but display the orange/yellow warning Very odd, has someone encountered something similar? Screenshots attached
  12. HHH
    Not completely since they are grouped by type. It would be nice to have the most popular on top regardless of type.
  13. HHH
    +1
  14. HHH
    Could this then be expanded to also include ordering of Catalogue items, thanks?
  15. HHH
    Have one of them customer and the other as Impacted using the connections function
  16. HHH
    @Hornbill Support Team I'm changing this to a development suggestion. Allow for customer organisations to be linked together or to have one parent/umbrella organisation where they can see each other's requests. We have several consortia among our customers where they need to share support information among them as well as being administered centrally.
  17. HHH
    Strange, in our instance questions are black. But I agree that the fonts appear to have shrunk which renders them harder to read
  18. HHH
    @conorh Thanks but unfortunately that won't work since our policy is for customers to enter requests through the portals. I'm looking at Victor's solution.
  19. HHH
    Here is what we found by testing, maybe it can be verified by Hornbill developers. The order is determined by which request type (IN, CH, SR etc) gets a CI added to it first within the service and then any CI's within that type are grouped. If you for instance create a change CI before the first incident CI, change CI's will show before incident CI's. @Hornbill Support Team Please consider this for development as an enhancement request. It would be nice since we could display the most used CI's at the top.
  20. HHH
    Strangely enough, in one (and only that one) of our services, changes come first. It appears that order of creation of the CI's matter.
  21. HHH
    Due to the fact that request categories cannot be translated at this time we decided that the support agent and not the customer will set the request category. How do we make sure the support agent does this? If we make it mandatory in the process it will be a problem for those services where we don't want to use request categories. Suggestions on how to solve this in a nice way?
  22. HHH
    Hi developers We would like the excellent feature of versioning that is available in the Business Process designer to be available in Progressive Capture designer as well. It would save the hassle of needing to manually create a backup copy when making changes to a ProgCap process.
  23. HHH
    Ordering the CI's within each service type is a simple task but is there a way of ordering the CI's in the portal between types. So if you for instance want all Incident CI's first and Service Requests last, or one specific CI first and the rest alphabetically. Is this possible?
  24. HHH
    Good point, in this case it's a small team with specific tasks but I'll look into your human task solution. Thanks a lot.
  25. HHH
    @Steven Boardman Here is what I'm testing with, so far so good but can you see any dangers? Basically I'm forcing a loop until that field is populated.
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