Jeremy

Since the updated look and feel for timelines (which we like) it now shows grey people icons next to the updates, before it had their analyst/customer initials if the people didn't have a photo in the system. We are finding it difficult to work out who did what update etc in the timeline, is there a way to get the initials to return if there is no photo?

Is there a way to link contracts or suppliers to services in Service Manager? Also is there a way to automatically create a supplier from a PCF form? We would like to set up a form for new suppliers and we would like, once supplier is authorised, to create a supplier in Supplier Manager then to add the contracts etc

Further to this, is it possible to either share FAQs across services or to have the ability to change the service that a FAQ is associated to? Also a place where all the FAQs are available to view to add/edit would be great, maybe even a central place to add FAQs and then at the end before creating you choose which service(s) they are available too. So essentially a FAQ portal.

@Steve Giller for example if you are completing a resolution and another analyst resolves the request the text entry that you input does not get saved (correctly in our opinion) but we do not know when other analysts are in a request either working/viewing it etc and would like to know if there is.

So this is a new one I think, we have situations where you are working in a request and someone else comes along and types a resolution or email and then completes the action and your update/email etc is removed from the request if not submitted quickly enough. Would it be possible to be notified like Google Docs/MS Office when someone else is in the request, doesn't need to be who the specific analyst is (although that would be ideal) even like other web-pages e.g. someone booked this recently type of popup. I'm guessing that you know where analysts are in the system database at any given time.....

Does anyone know if there are setting for the portal timeout, we are finding that some customers that take more than 10 minutes to complete a form when resuming the form it wipes the data and you have to start again. Is there a timeout setting/limit that can be changed or is this a limitation in our browsers etc?

Has anyone had a chance to look at this issue with FAQs?

So we have just tested this and found that images, videos and shortened links do not send in emails, maybe this is something that Hornbill can advise as to why these are not sending as designed.

+1 from us, although the same thing could be achieved via FAQ if required. Then if you accept this as a solution it sends that to the customer, that should work....

We are looking are creating some dashboards which show the Requests raised against each service for the last week, which we have successfully created. We are wondering if there is a way to overlay weekly averages so that we can see if these requests are higher or lower than previous weeks. Has anyone done anything like this and how was it achieved?

@Martyn Houghton thank you!

@Martyn Houghton with the Service Sub-Status if it says updated by customer, does this include via email and portal?

I'm having a moment, does anyone know where the setting is that allows a request to be automatically taken off hold if a customer updates the request from the Portal? I'm also hoping that I can reference this in the BPM to check to see if a customer has updated the request by email or portal and then progress based on this?

Even if we entered in a custom field against a user a specific phrase/text which we can then use to extract the people that would be a step in the right direction.

@Daniel Dekel as long as there is a way to identify the people who we want to search on, then a method of displaying just this subset then we are happy.

@Martyn Houghton This could work for us.

Is there any thoughts on this issue?

We want to able to utilise the option in the PCF to allow customer to choose another user as affected which we can do very nicely with a Dynamic Drop Down box linking this to users. However, as this list has all users this is causing us issues, for example we have all students and staff in this list and need a way of restricting this list by department/organisation or a query. To be able to define this list would help us as we have approaching 57,000 users and the vast majority of these are students and when completing these forms we are asking for other affected staff members, this would also make the list faster and easier to use and cut down on the potential risk of having duplicate names and choosing the wrong affected user.

Is there any further updates on this request as this could help us a lot?

We have some services where we have supporting teams which works well, however some of these requests need to be shared with other teams but can't find a way to make this possible. We have tried adding a linked service, but this still honours the original service and does not allow access to the request. The only way that we can get this to work is to add a specific analyst as a member then they can see the request, is it possible to allow analysts access by honouring the access of any services that are linked to that request?

You can change it manually, it doesn't appear to be honouring the default setting. Also in our instance it shows and defaults to public when this has been removed from the option list.

@Daniel Dekel I am aware of the conditional fields I will share the exact question that we have: Please provide the colour rating and number of the country that you are visiting for each of the following categories: Overall Security Environmental Infrastructural Political Medical Currently the only way to do this is to have 12 questions e.g. Overall colour rating, Overall Number Rating, Security Colour Rating, Security Number Rating etc etc As we would like the customer to have 1 question please enter the colour and number for the Overall Category - then to have two drop downs (simple list or static list) side by side one colour and the other number rating, this would mean that we are asking 6 questions rather than 12.... if that makes more sense?

@Alberto M I think that you are suffering from the same as us!

@James Ainsworth so I changed this setting to just show Customer and Team and the default action is for Team however some of our analysts are now seeing that the default is Public, but the list in the options just shows Customer and Team:

I'm not sure if this has been asked for before but would it be possible to add a search to the Service List in the PCF so that we can type in a box to return Services or CIs? Our Service/CI list is ever growing, but our analysts know the type of request that they log things against, maybe the search can look at Service/CI Name and descriptions?