[Question on raising requests from servicedesk]

Hi 

We just set up a CI where staff can raise suggestions for making improvements in forms and processes for our instance of Hornbill.

This is set up as a separate service which has our Hornbill admin team as supporting team and the rest of the staff as subscribers.

When testing our staff cannot raise requests for this service from "within", only through the portal. Is this due to them only being subscribers and not part of the supporting team?

How should we set up this to allow for staff to raise tickets but only our admin team to work with them?

[Where can I find Catalogue item ID]

Hi

I'm setting up a new business process and want to auto assign requests using a specific CI to a specific team.

In the Business Process designer there is a Custom Expression "Flowcodes->Catalog Item Id" that I want to use.

Where can I find this ID or would it be better to use "Flowcodes->Catalog Item"?

If the latter, is it the title?

[Translations]

11 minutes ago, MikaP said:

I tried to change translation to one service, but it seems not working at the moment.

 

@MikaP

I noticed that the check done before saving a string in a catalogue item is case insensitive.

So if I want to change "hello" to "Hello" I need to first change the string by adding or deleting characters and then again with the proper case.

So for the above, I would need to for example change "hello" to "Helloo" and then "Helloo" to "Hello".

[Auto create Customer]

Using the Hornbill Integration bridge it's quite easy to automatically create a user.

Is it possible to use a similar method to create a Customer (external user) and assign them to an Organisation?

[Details and Linked Requests]

On 12/18/2017 at 1:38 PM, Victor said:

@SJEaton 

Not possible. The only update you can make on a linked request is a timeline update.

Being able to push updates to a linked request would be an awesome feature. Could this be added as a development request please.

[Mean Time between Major Incidents]

@Cizzling Could this be something for us, modified on for example asset level?

[Question on respons/resolution timers]

Just a want to make sure I'm thinking correctly.

When setting up response and resolution timers in the Business process and I for example have an SLA that says 1h response and 6h resolution, I should start both timers simultaneously and stop them at the appropriate places in the BP.

So it should be: start response - start resolution - do respond stuff - stop response - do other stuff and resolve - stop resolution

Not: start response - do respond stuff - stop response - start resolution - do other stuff and resolve - stop resoultion

 

[Possible bug. Label field translations in custom forms]

A possible bug in custom forms in Progressive Capture.

Steps to reproduce:

1. Add a custom form to Progressive Capture that has a field of type label.

2. Add a default value in English.

3. Switch to another language and enter translation of default value.

4. Switch back to English

Expected behavior: English text is shown.

Actual behavior: Home made translation is shown.

If I then add English again and switch over to the translated language the last entered text remains despite language.

 

1. English text

2. Swedish translation

3. Back to English after editing text

 

[Assets - Customers]

Is connecting assets to external customers in the pipeline?

[SLA does not update when escalating priority]

Hi. Please add me (and my organisation) as interested party as well.

[Bulletins - Publish and Expiry Dates]

+1 for me.

[Language code or language text for BPM?]

I have set up a part of my business process that checks the customer's language and sends a new request notification in the appropriate language.

Shall I use the language code "da" for Danish or set the check for language = Danish?

See attached screenshot where I use both as explanation. 

[Development request. Make reports or dashboards available in customer portal]

On 12/20/2017 at 10:41 AM, Gerry said:

It would be good to get a better understanding of the nature of the reports you are talking about? 

Gerry

It would be mainly monthly reports with respect to number of requests opened and closed by the customer organisation, showing priorities, request categories, SLA breachies and similiar.

Basically we would like to be able to create a report in the reporting tool, flag it as being for a specific customer organisation and have it available through the portal when someone (specified) in that organisation logs in.

[Development request. Make reports or dashboards available in customer portal]

Since we work exclusively with external customers making reports available to them means a lot of extra manual steps to make them accessible.

We would like to be able to present reports or dashboards to select customers through the customer portal somehow.

[Email customer credentials on creation]

We also deal with external organisations only and currently have 1500+ customer organisations, each with multiple users

[Issue with adding organization when importing contacts]

On 11/28/2017 at 6:15 PM, Martyn Houghton said:

@mojahidm

At the moment I do not think you can do this via a user accessible tool/process. I know this step had to be done by Hornbill for us in the initial Switch On Service but is something we will need the ability to do ourselves as well, as we merge in other Service Desks.

Cheers

Martyn

 

@Hornbill Staff

Are there any plans to allow portal access and passwords to be done in bulk? We have over 1500 external customers in the pipline and the way it's done now will be a massive workload.

[Email customer credentials on creation]

Is there a setting so when a new (external) customer is created, an email is sent to them informing them about this and sending their credentials?

If not consider this a development suggestion

 

[Reopening cancelled requests]

OK, thanks

[Reopening cancelled requests]

Hi

I accidentally cancelled a request and now I cannot find a way to uncancel it.

Is there a way or is this limited to a specific role and/or ownership?

Thanks.

[SQL Contact Importer - Portal Account Password]

+1 for this, it's a serious issue for us with over 1500 external customers

[Industry]

I was in Service Manager -> Simple Lists.

Thanks to both of you.

[Industry]

Can anyone tell me if the content of the Industry drop down for Organisations can be edited somewhere?

[Add attachments as a field rather than a node]

+1 for this request

[[Development request] Login boxes in portal]

This would be both (in our case). But can it be made to be turned on through a setting if SSO is not used?

[Customer organisation with branches and/or consortia]

I just want some advice and recommendations on how we can handle our customers who have a three layer structure so to say.

Structure is Company -> Branches -> Contact where the contacts can either belong to the different branches or to the overall company itself.

They may have branch staff that creates requests and should only be able to see their branch's requests and also company staff that should be able to see requests from the whole company.

Any ideas?