[Supplier Contract fields]

Hi @AlexTumber,

Just to let you know that this is now working for us.

Thanks for your help,
Alisha

[Supplier Contract fields]

Hi @AlexTumber,

We had the Supplier Manager update last month but unfortunately we still can't select Basic users in the People section of a Supplier Contract.

Is this something you could look into please?

Many thanks,
Alisha

[Site form - default to All Sites]

Hello,

If this is not currently possible, please could we request this as an enhancement?

Many thanks,
Alisha

[Self Service Requests logged per day per calendar month report]

Hello,

We would like to create a report of the total number Self Service requests logged per day per calendar month. We have tried to group by h_datelogged but this is not working.

How can we do this please?

Many thanks,
Alisha

[Supplier Contract fields]

That's excellent, thank you so much @AlexTumber.

[Site form - default to All Sites]

Hello,

We would like the Site form to default to 'All Sites' but only if the customer does not have a Site in their profile. Is this possible please?

Screenshots to demonstrate the behaviour we'd like.

Many thanks,
Alisha

[Schedule Calls to log automatically?]

Hi @Steven Boardman,

Do you have an update on scheduling requests please (not using APIs)?

Many thanks,
Alisha

[Site Form Translation]

Hello,

Is there a Translation setting to amend the text on the Site form for the Employee Portal please?

We have amended the text in the following settings:

guest.com.hornbill.servicemanager.portals.servicePortal.pcapture.site.allSites

guest.com.hornbill.servicemanager.portals.portal.pcapture.site.allSites

user.view.pcapture.site.placeholderText.searchAllSites

We would now like to do the same for the Employee Portal.

Many thanks,
Alisha

[Toggle on/off paste image in Add Attachments]

Hello,

Please could we request the option to toggle on/off the paste image part of the Add Attachments node. We sometimes require emails to be attached to a request and we don't want customers taking a screenshot of the email, so it would be useful to switch off the option on some occasions.

The paste image option would be very useful for our analysts.

Many thanks,
Alisha

[Add Attachments Node]

Hi @Steven Boardman,

Do you have an update on when the 'paste image here' will be available to the analysts please?

Many thanks,
Alisha

[Supplier Contract fields]

@AlexTumber Please could we raise this as an enhancement request? We'd like to be able to select Basic accounts under the People heading and not just User accounts.

Many thanks,
Alisha

[Suspended workflows]

Hello,

Is there a way to find out the reference numbers for the suspended workflows without a reference number beside them?

Many thanks,
Alisha

[SLA timer]

Thanks for all your help @Victor, sorry it took me a while to understand it.

[SLA timer]

@Victor If we stop the timer on Resolution, that would mean we wouldn't be able to reopen requests (have the timer start again)?

[SLA timer]

@Victor As the SLA will still be active, will it show that the SLA was 'Met' upon resolution?

[SLA timer]

Hi @Victor,

If we go for option A, are these the correct settings to have?

app.request.stopResolutionTimerOnResolve - OFF
app.request.pauseResolutionTimerOnResolve - ON
app.request.resumeResolutionTimerOnReopen - ON
app.request.stopResolutionTimerOnClose - ON

The customer has the opportunity to reopen their Request within 5 days of it being Resolved. If not reopen, it then gets Closed.

Many thanks,
Alisha

[SLA timer]

Hi @Victor

This is what we currently have:

Within the Business Process
Start Resolve Timer and Mark Resolve Timer

Settings
app.request.stopResolutionTimerOnResolve is ON
app.request.pauseResolutionTimerOnResolve is OFF
app.request.resumeResolutionTimerOnReopen is OFF
app.request.stopResolutionTimerOnClose is OFF

But this is not working for us when a request is reopened.

What is the best way to update our process?

Do we switch the app.request.stopResolutionTimerOnResolve setting OFF and use the Pause, Resume and Mark Resolver Timers within the business process?

Or do we remove all the timer nodes in our workflow apart from the Start Resolver Timer and switch the following settings ON?
app.request.pauseResolutionTimerOnResolve
app.request.resumeResolutionTimerOnReopen
app.request.stopResolutionTimerOnClose

Many thanks,
Alisha

[SLA timer]

Hi @Victor,
 

Thank you for the detailed explanation, that's very helpful.

To make sure I've understood correctly, is this how we should set up the workflow for our purposes?

1. Request is Open - 'Start Resolve Timer'
2. Request is Resolved - 'Pause Resolution Timer'
3. Request is Reopened - 'Resume Resolution Timer'.
4. Request is Resolved - 'Pause Resolution Timer'
5. Request is Closed - 'Mark Resolve Timer'

Or

1. Request is Open - 'Start Resolve Timer'
2. Request is Resolved - Nothing required in BPM as the setting app.request.pauseResolutionTimerOnResolve will do this
3. Request is Reopened - Nothing required in BPM as the setting app.request.resumeResolutionTimerOnReopen will do this
4. Request is Resolved - Nothing required in BPM as the setting app.request.pauseResolutionTimerOnResolve will do this
5. Request is Closed - Nothing required in BPM as the setting app.request.stopResolutionTimerOnClose will do this

Do you have an example workflow that includes the reopening of requests?

Many thanks,
Alisha

[SLA timer]

That's very helpful, thank you @Steve Giller.

[SLA timer]

@Steve Giller Re-opening a Resolved request.

[SLA timer]

Hello,

I was wondering if someone could answer a question for me please. What happens to the SLA timer when a request is re-opened? I'm not sure if our workflows are set up correctly at the point where a request is re-opened. Do we need to add a node to start the timer again from where it left off, or does this happen automatically?

Many thanks,
Alisha

[Knowledge Management - FAQ transfer and functionality]

Hi @James Ainsworth,

We're also keen to create a knowledgebase. Do you have any timescales for the Knowledge Management System please?

Many thanks,
Alisha

[Encouraging Customer Feedback]

@Steven Boardman

+1 for us as well please. We'd like to be able to include a star rating in the resolution email, as well as a box for customers to provide extra comments. Has there been any development on this please?

[Copy Service option]

+1 for us as well please.

[Custom button colours]

Hello,

We love the new filters to the custom buttons and they are proving to be very useful already. We were wondering if some additional colours could be added to the buttons please?

Many thanks,
Alisha