[Hold Statuses Issue]

@AlexTumber on further investigation any statuses that we added to services appear to all be mandatory now, where previously they were not mandatory.

[Hold Statuses Issue]

@AlexTumber I have checked it seems that it was mandatory, we didn't believe that is was...I have now updated our sub statuses

[Hold Statuses Issue]

This morning we are getting reports of needing to enter reasons for changing sub-statuses where yesterday there was no reason information needed.

Something has happened since the last update last night...can this ne looked into please?

[Employee Portal - Page Analytics]

+1 for us too, things like which links/forms aren't clicked would also be useful so that we can remove or address forms that aren't getting any use.

[View attachments in browser]

@Steve Giller we could but it still does not prevent the issue of having to download the file to the local machine, meaning that there is a lot of downloaded files cluttering machines and some of the files contain information that should not be kept on local machines.

[View attachments in browser]

bumping this old tread...this is still an weekly query for us

[Printing Self Service Portal]

@AndyG we won't be able to use this due to the security issues, as we have no idea what the company does with the data. It would be far simpler to allow the Service Manager Employee and Analyst portal to print to PDFs

[Reporting on Tasks within Service Manager]

ok thanks, I would suggest that there is lack of functionality within the software if you can't generate reports within Service Manager with the information displayed in a cohesive manner.

Is this something that Hornbill are looking at improving?

[Reporting on Tasks within Service Manager]

@Steve Giller I have just seen this and managed to do it, however is there a 'nice' way to present the task questions and answers in a report?

As currently it shows the xml questions and xml responses but how do you tie them together to get some that looks like question/answer?

[Reporting on Board Tags]

We are trying to report on tags within Board Manager, what we are trying to achieve is a report of tags within a board:

Tag Name
Card Title
Card Details
Card Owner
Card Link

Amount of Cards per tag

Has anyone done this or does Hornbill know which tables need to be joined to get this information, I have found the h_tags table but not sure how to join this to the h_boardmanager_card table?

[Reporting on Tasks within Service Manager]

We have been asked to produce a report where answers to certain questions are a building, which we can do via the Questions table. However I am struggling to join the h_sys_tasks table to the report.

Has anyone done this and can help with being able to join this?

I have so far managed to join the request and questions tables together and I have added the sys tasks but there doesn't seem to be any data coming through on the report so I guess that I am doing something wrong.

I will then need to find answered to specific questions that were asked in the task to report on them....I hope that this is something that can be done?

This is how I am attempting to join the data:

When you look at the sys tasks table there doesn't seem to be a link to the request number/bpm directly but it's alluded to in various columns but has other data around it so I am guess that I need to do this differently?

[Printing Self Service Portal]

So our Payroll department that interacts with requests via the employee portal needs to 'print' (save to pdf) what they can see in the Self Service Portal for audit requirements. @Steve Giller

[Printing Self Service Portal]

So we have tested in multiple browsers and in analyst view and self service and it only allows you to 'print' one page so we are seeing this as an issue with Hornbill.

Other webpages do not have the same issue e.g. bbc, this community portal

[Not able to add request to Board]

we also found that adding the board to a collection allows the correct behaviour. But we look forward to the fix.

[Good use of Hornbill in Public Sector]

@Dan Stewart we are happy to chat if you would like as well, we are a University on the South Coast. We have been using the system since 2018 and are fairly heavy users of the system.

[Boards - Some issues that we have been experiencing]

We are having some issues with ordering the ticket cards in the Board lanes as they keep moving by themselves and we would like to order the cards within the lanes to be newest first (by raised date) and oldest last (as we understand new tickets will be added to the top when selecting the Board and lane from within the ticket) also potentially by reference number etc if that is possible?

When we add a separator and put cards underneath it they revert back to where they were before when go out of a board and then reload.

[Passwords - creating and deleting them from Hornbill]

@Jim you can set up rules of how complex and what characters etc to provide in the password

[Passwords - creating and deleting them from Hornbill]

@Jim we use the Hornbill utility for creating passwords for certain accounts these are placed in a custom field, once the request is 'closed' in the BPM it overwrites the field to something else e.g. Null

If it's captured in a activity or task, then I'm not sure that you can delete that information from the timeline, hence the reason that we suggest a password and then remove.

[Tasks in other teams]

another bump for this issue as we are about to on board another new department and with this issue being outstanding for so long is being more of an issue as we are juggling roles to get around this problem.

As mentioned previously we are having to use the 'Super User' role, but this is then causing knock on issues with our internal goverence with what people can see within the system.

[Not able to add request to Board]

are there any other thoughts on this issue?

[Hide Links on Homepage?]

can you create a new page and add the links etc there but no one else  will know the link to the page?

[Not able to add request to Board]

@TrevorHarris yes the user created the board themselves, in the settings it allows all types of requests, cards etc to be added and they can add cards to the board directly.

It just seems that requests either Incidents or Service Requests cannot be added to this board for some reason.

[Not able to add request to Board]

We have a board with 16 lanes but when the user tries to add a request to a board that they created they get this error:

They have these rights:

The board is shared and set up like this:

In this case the user is 'L', why can requests not be added to this board?

 

 

[Employee Portal - changing the order of some Services]

We had similar issues, we ended up creating links to the services that you wanted customer to see.

I know not ideal but it works for us, plus we found the adding link individually gave a lot more control over what the customer sees, and what they are directed too....

[Searchable Direct Outbound Messages]

Also it means that we can check to see if an email has been sent to the authorisor if questioned, as apart from putting something in the bpm (update timeline etc) there is no way to know if an email has been sent from the request.