[Unable to add milestone]

Hello, unless I am missing something it seems like the issue with not being able to add Project Type to a project has re-appeared. Can anyone else confim?

[Bulk Organisation, Contact and Portal Account setup]

+1

[Organisation - Service Subscription View/Add]

As we are also working with large numbers of external customer organisations we are also very intested in the suggested improvements mentioned above!

[Process around external organisations and contacts management]

We work with external customers worldwide and expect to, when we have completed our roll-out, handle around 3000 customer organisations in Hornbill and their linked contacts. We went live with our first offices on August 1st so we now have some experience of working with the system and our analysts and admins - though overall very positive - experience some frustration when it comes to the organisation and contact management as well as linking to services. 

This is the feedback we have compiled:

The process of adding new organisations and contacts as well as linking them to services and enabling portal access is very cumbersome. 
We would like the following improvements to this process:
- To be able to link services directly to the organisation when we create the organisation, from the organisation.
- To be able to view and update which services an existing organisation is subscribing to directly from the organisation.
- To be able to set organisation view as default for an organisation (on organisation level) - also when the customer has not yet logged any tickets.
- To be able to set portal access and login id directly when creating a contact (in the same form)

[Live chat limited to certain customers and routed to more than one team?]

We work with external customers worldwide and our customer servicedesk staff sit in offices around the world providing support in local languages. We now get requests for offering chat support and would then like to be able to restrict it to the customers that are paying extra for that service. Reading wiki information it does not seem like it is possible to make chat available only to certain customer organisations, or am I missing something?  Also, for us it would be essential to be able to route the chat calls to the local team giving support to that specific customer - creating specific team inboxes, in the same way we can do with email.

Could you advise me if this is possible today, or if it is in your development plans? Thanks!

[Ordering of CI's in portal.]

On 6/25/2018 at 4:22 PM, HHH said:

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.

Actually we have now found that this is the case for more than one of our services. And after further testing it doesn't seem to be the CI created first that shows up first. We have removed CI:s and then created new ones, but the new one also shows up first, even after re-indexing. We would really like to be able to have incidents show up first for our customers.  

[Sending bulk update via mail]

We are also extremely interested in bulk email options! 

We work with external customers and will eventually have approximately 3000 organisations and their contacts in the system. To keep the information valid we would, at times, want to email all customer contacts on a specific market and ask them to confirm their account. We would also like to be able to email all contacts subscriber to a specific service. Since we work with support to external customers we cannot control that they use the portal regularly, so we would need email options to communicate major outages etc, in addtion to the banners.

[Translations for Profile Categories]

Any news on this one?

We are working with customers on a number of different markets who report tickets in their local language and we would really like to be able to display the request category choices in their local language as well.

[Access to Service Catalog Items]

Thanks @Gerry, we appreciate the challenge since we work in a SW company as well. Just wanted to make sure you were aware of why this is very important to us. The only other option we have identified is to create extra services for these catlogue items and that is going to be a really bad workaround with a lot of extra work for our super user group. I much prefer to wait for your solution, if that comes within a reasonable timeframe for us.

[Access to Service Catalog Items]

As @mojahidm mentions above this is actualy a blocker for us going live. Our planned go live date for our UK office is April 25th, however that is not going to be possible without this in place, so we need to know if we should change our internal expectations. We are working with external customers (organisations and contacts) and not all contacts are authorised to raise service requests with us from a contractual point of view, so we really cannot proceed without this.

[Nesting Services or adding FAQs against catalog items, grouping FAQ's]

On 2017-08-24 at 9:44 PM, James Ainsworth said:

Hi @Gary@ADL

Thanks for your post.

We do plan on introducing some more structure to services and provide a hierarchy of services.  This would come with the concept of having Customer or Business facing services that are supported by a number of technical services or 3rd party services.  Information provided in the technical services would feed the Business Services so that outages and other information can be easily presented to the up stream services.

The Search option on the portals can also be useful for narrowing down the services and catalog items.   If a customer is looking for something particular, this could help.  Maybe the search needs to be made more prominent to encourage starting with the search.

As @Martyn Houghton suggests we do have some other changes with subscriptions to catalog items being one of them.  This is still in our backlog but we will continue to review and progress these changes.

Regards, 

James

We would very much appreciate having a possiblity to set parent/child relationships on services. Do you have an update on where this is in the development queue?

[Development request - connect assets to external customers]

On 2017-06-02 at 5:31 PM, James Ainsworth said:

Thanks for your feedback.  It sounds like the change mentioned in the original post by Armando might help here.  As with these two scenarios, the assets are still internal to the business and the owners would be internal users, we just need to look at the ''Used By'' to include more than just an internal user and allow Groups, Contacts, and Organisations (external) 

Thanks,

James

This would solve our problem nicely. Could you indicate if this is currently in the development backlog or if we need to figure out a longterm workaround?