[Notify all organisation contacts]

Several of our customers have requested that the "email customer on update" functionality be extended so that all contacts in the organisation which have "Organisation view" set to true, be emailed. Not only the request customer.
Is this something that can/will be implemented.

[Add a team as a Connections]

@Steven BoardmanAnything new regarding this? It would greatly improve our prio1/major incident process

[Bulk Action - Snippets]

+1 for this please

[Urgency now appearing within Calls]

2 hours ago, Ehsan said:

@HHH,

Could you check the old admin tool and see if you can still access it from there?

@EhsanYes I can, thanks

[Urgency now appearing within Calls]

@Ehsan@Steve GillerI have given myself Service Desk Admin role, but after logoff/logon still cannot access that page. It also won't appear in the list of admin tools

[Urgency now appearing within Calls]

Thanks @Ehsan
 

Quote

The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/

 

Is there some specific role needed to access that page? I cannot access it using the systems administrator user

[Urgency now appearing within Calls]

@EhsanIs it possible to set different urgency levels somewhere, if you for example want numerics or fewer levels?
And is urgency visible to customer contacts in customer portal?

[Datepicker contrast]

Hi
Several of our customers have complained that the difference between the allowed and blocked dates for the datepicker control in progressive capture is too small. Only by hovering over the dates will they become aware that some dates are allowed and others not.
Please make the not allowed dates a tad lighter and the allowed ones substantially darker and/or bolder.
Thanks.

[Mailing lists (again but different question)]

Due to the lack of mailing list functionality in Service Manager, has anyone set up some kind of integration with an external tool? I'd love to hear your experiences.

[Improvements to email recipient suggestion]

@James AinsworthThat's exacly what we are looking for, thanks for the tip and I guess this thread can be closed since it's all there

[Improvements to email recipient suggestion]

@James Ainsworth Must have been a temporary glitch then, thanks

[Improvements to email recipient suggestion]

When you send an email from within a request we would like the following improvements to the selection lookup list for email addresses.
1. allow filtering for customer organisation only
2. Order contacts alphabetically
 

[New Feature Roadmap]

Thanks for the invite, it will be interesting

[Trigger Auto Task by day]

Is it possible to trigger an auto task to run for example monday to friday at 09:00?

[Adding a support team]

Unless I misunderstand it's in the service. To th right in the section supporting teams.

Adding the team itself is in https://admin.hornbill.com/{instance}/accounts/groups/?groupId=createteam&edit=true

[Is anyone else seeing this: The reload banner is not working sometimes; unable to click it]

I've seen it and reported it but Hornbill came back and could not reproduce.
We found that it works to click on the actual (i) icon. We could only see it in Chrome

[Which mailbox is used?]

@VictorCrytal clear. Thanks

[Which mailbox is used?]

Which mailbox is used by the automatic email sent using "send on update with customer visibility"? Is it one we can access in our instance?

[Auto create Customer]

Bumping it too

[Bookmarking external pages]

@James AinsworthThat will work fine, thanks

 

[Bookmarking external pages]

It would be helpful if the bookmarking feature in Hornbill would allow bookmarking external pages as well as internal. For example if a Forum Post has advice in a certain matter

[Impact and Urgency Progressive Capture forms]

Is progressive capture assessment forms still something we can expect in the future?

[Retiring a Service - visibility of old requests]

I haven't tested but it should be possible to view retired services requests according to this post.

 

[Populating custom field from email]

Thanks @James Ainsworth it worked

[Populating custom fields in progressive capture]

1 minute ago, Steve Giller said:

@HHH As checkboxes can have multiple values (e.g. ON/OFF/OFF/ON) you can't simply map a checkbox.

If you're intending to map the value of a specific checkbox from a group, this would be possible in the BPM although it might not be straightforward as I believe the checkboxes are stored as a JSON string. (I'd need to check that, though, I might be thinking of a different area.)

Currently I have a single checkbox in one of the custom fields in the request details.
In the progressive capture there is a question, type checkbox, where the customer checks that they agree on terms. I want to copy that from questions to detail section in request