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mojahidm

Hornbill Users
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mojahidm last won the day on March 15

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About mojahidm

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  1. Hi, during one of our meetings it was raised that as a user when an incident is created from a service and the support analyst opens it, we have to go down to edit the ticket details to set Request Category. We would prefer to select Request Category from the Action bar, same as Priority. I'm not sure if this is already possible, but if not can this be considered as a Request for Enhancement? Many thanks, Mojahid
  2. mojahidm

    Default Service Level

    Hi, A while back I set up the Service Levels and last Wednesday it was working with no issues However, when I logged an incident on Monday (03/09/18) the default service level was no longer being set. I have a vague recollection of creating the SLA in the Services SLA tab and then there would be a corresponding one that got created in the main SLA tab The above is a screenshot when I was trying to figure out how to set a default SLA ArteMIS is the Service. When I now go into the main SLA tab: The 'no service level select' is no longer there and I cannot recreate it Mojahid
  3. Hi Team, Is it possible to make it so that Service descriptions are not mandatory? Many of our Services have a brand name and therefore adding a description to it adds no value. If not, could we request it as an improvement? kind regards, Mojahid
  4. Thank you @Steven Boardman Exactly what we were after Kind regards, Mojahid
  5. Hi, I've searched around, but I've been unable to find an answer to a question a colleague has asked regarding the ability to amend an update in an incident: I get the following options: This would be required in the event that an Update is in error i.e we've later found out that the information in the Update isn't correct, so we go back and amend it Kind regards, Mojahid
  6. Thank you @Martyn Houghton!!!! Mojahid
  7. Hi, We've raised some incidents from emails and noticed that there isn't an option to select a Service. I've looked around and I could just be missing something obvious, but was hoping you might be able to point me in the right direction? If it's a BPM, I'm not sure which was in used when logging incident from email kind regards, Mojahid
  8. Thank you @James Ainsworth That's awesome!
  9. Thank you @James Ainsworth :-) Mojahid
  10. When a customer is within a ticket and they wish to upload an image, they will need to add text. Otherwise the 'Update' button is greyed out Reproducible steps Log into customer portal > Go into a ticket > In update tab - Upload Image > 'Update' is greyed out, unless you add some text. I'm not sure if this is by design, but it could confuse customers when they try to upload an image and not realise that they than need to add text for the 'Update' button to be active kind regards, Mojahid
  11. mojahidm

    Self Service Portal - can you upload your own icons?

    +1 from us as well :-) Mojahid
  12. mojahidm

    Using the Hornbill App for external customers

    Thank you for the info @Martyn Houghton Mojahid
  13. Hi, We work with external customers quite significantly. During one of our meetings it was raised as a possible improvement for the Hornbill app to be associated to our customer portal. We would like our customers to be able to add, update and follow their requests, check FAQs and get information about service statuses. Is this something that you would be interested in progressing? If not, is there anything blocking us from doing it on our own? kind regards, Mojahid
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