[Catalogue showing in customer portal for one specific Progressive Capture]

Fixed by deleting Progressive Capture and recreating it again.

[Sub-statuses not showing]

@Victor

Sorry, pressed save too soon. Also attached are change screenshots.

[Sub-statuses not showing]

@Victor

Here are some screenshots, first incidents:

 

 

 

Then the Changes.

 

[Catalogue showing in customer portal for one specific Progressive Capture]

I changed progressive capture and customer but it's still showing so it appears service related.

[Catalogue showing in customer portal for one specific Progressive Capture]

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.

 

[Direct link to request in portal]

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.

[Advice on best ways to push the Self Service Portal?]

@Josh BridgensWe do have some challenges integrating everything but that's another story

[Filtering CI subscribers]

+1 it's great to have permissions on CI level but a little heavy to administer

[Advice on best ways to push the Self Service Portal?]

3 minutes ago, Josh Bridgens said:

By this, are we talking about comments sending an email?

Josh

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

[Advice on best ways to push the Self Service Portal?]

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.

[Sub-statuses not showing]

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

[Ordering of Services]

36 minutes ago, Lyonel said:

@HHH Ordering of catalogue items already in place. Just drag and drop them to re-order.

Not completely since they are grouped by type. It would be nice to have the most popular on top regardless of type.

[Use custom fields in SLA rules]

+1

[Ordering of Services]

Could this then be expanded to also include ordering of Catalogue items, thanks?

[Is there a way to split tickets ?]

Have one of them customer and the other as Impacted using the connections function

[Customer organisation with branches and/or consortia]

@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.

 

[Usability of NEW analyst portal design]

Strange, in our instance questions are black. But I agree that the fonts appear to have shrunk which renders them harder to read

[Tips on how to make analysts remember category]

@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.

 

[Ordering of CI's in portal.]

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.

 

[Ordering of CI's in portal.]

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.

[Tips on how to make analysts remember category]

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?

[Versioning of progressive capture]

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.

[Ordering of CI's in portal.]

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?

[Show custom forms in customer portal]

1 minute ago, Steven Boardman said:

@HHH I see the logic here, I suppose one question i would have is how would i know as the agent, that i needed to add a value to the custom field?  

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.

[Show custom forms in customer portal]

@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.