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Stuart Riddell

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Posts posted by Stuart Riddell

  1. Since we started going forward with our implementation, we've had issues with Contacts not being able to see their supported Services.  It appeared random because it doesn't happen for all Organisations. To resolve this, we've removed them from their Organisation and re-added them.   At this point, their services appear on the Customer portal.


    We've subsequently tied it down to the Organisations & Contacts that were bulk imported when our instance was set up.  The ones manually added before or after the bulk import are fine but the ones bulk imported do not tie up.

    For confidentially reasons, we can't post screen shots of the affected Contact/Organisations but we can give specific examples to Hornbill Support outside of this post.


    To check it:

    1. Pick a bulk imported Organisation.

    2. Expand the Requests section and click on Portal Access.

    3. This shows the list of Contacts, with their emails addresses, who have Portal Access for that Organisation.  The only saving grace in all of this is that if the invalid Contact is granted access, it does not show the requests of the Organisation.





  2. +1, this is becoming mandatory as we add more & more.  Not sure what order they are displayed in.  At first I thought it was creation or last update but not all appear to follow that rule.  Even simple name ordering would be a massive improvement.

  3. When setting up the Contact details for the Customer & Service Portals and a new language is added to the system, the details are not copied across.  Consequently, each one has to be changed from the Hornbill defaults to ours.   



    The only way to do this is:

    1. Login as English (British).
    2. Set up the details on Home > System > Manage Portals > Customise Customer Portal & Customise Service Portal.
    3. Change my language  to the next one in the list.
    4. Log out
    5. Log back in again (in a language that I might not be able to read natively)
    6. Repeat steps 2 to 5 for the next 15 languages.

    This is tedious & time consuming in the extreme.  Fortunately, we spotted this before it went live to our Customers but it could have been very embarrassing.

    It's not what we would have expected since there are no Language options on the configuration page.  It needs to have the same options as FAQs where the language can be selected & updated individually.  Or at very least, a warning where multiple languages are involved.



  4. It would be very useful to have the full list of Request custom fields available to the list of variables for Custom Buttons.  In our particular example, the Development & External references are stored in custom fields in on the Request.  These are used along with URLs external to Hornbill to open up a web page and  show the current status & history of the Development or External reference item.


    I had hoped this post would add the functionality but it's more for Document Management.


    • Like 1
  5. Hi folks,

    I'm interested in seeing a way to get this working as well.  In our case, if a Contact raises a request, we need the BPM to automatically add other Connections for the Organisation as well.  The typical scenario being add the IT manager at an Organisation whenever any request is raised by a Contact at that Organisation. 

    The relevant interested Contacts would be identified by a custom field, e.g. 'Include in all emails' check box or similar.





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