Alisha

@Bob Dickinson @Deen @Steve Giller Not sure if there is another topic for this, but please could we request that the search results show in date order? At the moment, they are still appearing randomly. Many thanks, Alisha

@AlexTumber Thank you very much, that will help to keep our links nice and organised!

Hello, We love being able to add links in Project Manager - we find this really useful to keep everything in one place. Please could we request the ability to organise the links? We'd like to have sub-titles so we can have different sections for the links. Also changing the order of the links would be handy so it's not in the order that we added the links. Many thanks, Alisha

Thanks @Martyn Houghton, we have set the BPM to close requests after 5 working days. However, we still don't want the customer clicking on that button. If it's not currently possible to hide it, please could we request it as an enhancement @Bob Dickinson @Steve Giller @Deen?

Hello, Is it possible to change the order of our sub-statuses rather than have them listed in alphabetical order please? We have a sub-status that we would prefer to have further down the list so it's not clicked on accidentally when putting a request On Hold. Many thanks, Alisha

Hello, We love the custom buttons and would like to use them more. However, we have found that the 'Show Button If' criteria is only relevant to what's on the request. For example, we want the button to show for anyone who is part of the IT Service Desk team. When we put the criteria in, it only shows the button if the request is assigned to the IT Service Desk team. Please could we request this as an enhancement, or is there another way to have the buttons appear based on the user who is logged in rather than the information on the request? Many thanks, Alisha

Since my first post, we've changed how we do our chases. We are now using a custom field on the Details screen. We have a drop down box so the analyst can select '1st chase', '2nd chase', '3rd chase'. Is there a way to report on this since we are using a custom field? We'd like to see which analyst has selected which chase option. We know this field will be constantly changing so don't know if this would be possible?

Hello, Is there any way to hide the 'It's working!' button from customers? Many thanks, Alisha

Hi @AlexTumber, Thank you so much for your quick reply. When we go into the Admin side and go to Home > Your Subscription, we have Application Subscriptions, and then underneath we Hornbill Project Manager and it shows the number of current subscriptions we have. I was just wondering if there are any roles that add users to the Project Manager subscription automatically? Many thanks, Alisha

Hello, Are there any roles that automatically add a user to the Hornbill Project Manager subscription? Many thanks, Alisha

Hello, We currently use sub-statuses to record customer chases on a request, so on the Timeline it would read something like 'Sub-status has been set to '1st Customer Chase'. However, we can't find a way to report on which analyst has set the sub-status. Is there a way to record customer chases and then report on it? I'm curious to know how other organisations are recording this information. Any insight/help would be much appreciated. Many thanks, Alisha

Hello, We are using Capture Task Fields in a Human Task in a Business Process. When using Labels, these are duplicated in the Timeline. I'll attach screenshots of the configuration. Many thanks, Alisha

+1 This would be useful for us as well.

Hi @Bob Dickinson, We use custom fields for the following: Automate emailing capture answers to third party suppliers Reporting on specific capture answers In the details section of the request e.g. we have a tick box for 'Call out' and other options Storing the outcome of a Human Task in the Business Process Sometimes when we don't have enough custom fields for a capture we have to ask two questions in one field but we would ideally like to have these as separate fields. Many thanks, Alisha

That's very helpful, thank you Deen.

@Bob Dickinson Please could this be considered as we use custom fields so often now?

Hello, We have used a custom field on the View Details Form for Customer Chases. When we use this field on the request, it puts an update on the Timeline saying 'Request details updated'. I know we can go into the Timeline entry and 'View changes', however, it would be handy to see this on the Timeline at a glance. Please could this be raised as an enhancement for any custom field that we use? Many thanks, Alisha

Hello, Whenever I validate a Business Process, publish it, then go back into the process and validate it again, lots of yellow triangles appear with a message saying 'Warning: The node is referencing a context variable that does not exist'. It this something to be concerned about? As far as I know, the process still works but I don't understand why the warning messages appear. When I first validate and publish it there are no errors but I'm worried that I might have configured something incorrectly. Many thanks, Alisha

Hi @James Ainsworth, The reports we are looking at are in admin.hornbill.com. Please could these reports be limited according to Service? Many thanks, Alisha

Hello, I'm not sure if it's been requested before, but please could we request an enhancement to limit the Reports by Service and/or Organisation? We have lots of departments using our instance and it would be helpful if we could just see our own reports. Many thanks, Alisha

Hello, When we add customers as Impacted to a request, it currently only shows their full name. Please could we request that it shows their full handle as well or their user ID? Many thanks, Alisha

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

Hi @Steven Boardman, This is really useful, thank you. Please could we also request an enhancement for being able to create a Human Task or other notification in the Business Process when there is 1 hour left on the clock. We'd really like to be able to display the action taken when this happens in the HUD. Many thanks, Alisha

Hi @Steven Boardman, Sending an email notification 1 hour before the request breaches would be useful. How would I go about doing that please? Many thanks, Alisha

Hello, I'd like to add a Human Task in the Business Process so that it only appears on the request when there is only 1 hour left on the SLA clock. How would I go about doing this please? Many thanks, Alisha