Jeremy
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Enhancement Requests
Posts posted by Jeremy
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@Steve Giller we are trying to reduce the amount that the customer has to do, with your suggestion they would have to say 'it's working' then provide the feedback. We would prefer the customer to just be able to provide feedback without this step. Hence why we wanted to close the requests in the BPM then send the email, this will work for us, however as mentioned in the original post if the request is then re-opened for any reason the resolution email is not sent.
It is this second resolution email that is the main issue for us, we are happy to just to close these requests in the BPM.
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@DanielRi we have not turned on the feedback properly yet as we need to get over the hurdle of customer not being able to provide feedback on requests that are in a 'resolved' state and need to the requests to be 'closed'.
Sorry the
2 hours ago, DanielRi said:"cannot give feedback"
bit was more regarding the issue of giving feedback on something that happened a week or more ago. We want the customers to be sent the feedback link when we are resolving the job.
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has there been any more discussion about being able to search for questions with in Service Manager, we are moving our service more to an self service arena so the ability to be able to search questions would be great.
Also the ability to then restrict the results by a specific customer would help to filter out the erroneous results.
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Are there any more thoughts about this, it was mentioned this is can be done in the PCF/IC stage but I can't work out how to achieve this.
Ideally we would like to distinguish between an IN or SR before the request gets to the BPM stage.
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forgot to tag you @DanielRi
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So when I have added a next option, the options then appear as expected on the page with out clicking next.
This is only happening on one of our forms at the moment.
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Feedback does not prompt the customer until a request is closed, we want to resolve our requests and within the resolution email have a link to complete the feedback straight away. Other wise we have to wait until the request is closed which but that point (over a week later) the customer cannot give feedback as they don't remember with enough clarity any issues or feedback that we would find useful.
Ideally feedback (in our opinion) should be able to be provided on resolved and closed requests.
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So we are moving away from the 2 stage closures as we want to utilise the feedback function within Service Manager.
I do remember when we set the system up that we were given some advice around this area although I cannot remember it as it was so long ago!
What are the downsides if any to changing the BPMs to just closing the requests once resolved?
In my testing the any thing that I can see so far is that after a request is re-opened, when you re-resolve it the resolution email does not seem to be sent to the customer. Is there a setting that we need to turn on to allow resolutions outside of the BPM to trigger the email?
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On 5/16/2022 at 5:24 PM, James Ainsworth said:
how are the manually added authorisers determined by the agent?
These are taken from a central spreadsheet, as we have no way of putting this information into Service Manager.
Ideally we would like to add people to a service to then be able to pull them out to use as authorisors. I saw that you can add the service owners, and in the node it mentions 'Linked Service Owners' but can't seem to find that anywhere when setting up/editing Services.
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I would like some advice for a new change process that has come up with us.
When we raise changes and want to add authorisors in this section:
We have a new process that needs to add 6 static/permanent authorisors to the request, but then also allow us to manually add people as well. Is it possible for the list of 'Associated Owners' to be predefined?
I have tried to add multiple people to the Service but this only allows one user to be the 'owner' and this is the same case for assets so we are struggling to find a way to work with this process. I know that we could do this in two steps e.g. one authorisation task for the static list of people then once authorised manually add the next people for them to authorise but wanted to try and do it simultaneously.
Alternatively, would we be able to do this in a parallel process? So one automatic authorisation and one manual....or will this cause issues?
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When we have simple lists and we try to order this list by value we add 1, 2, 3, 4 etc but it seems to not cope with rising numbers past 9 e.g. it seems to put the order 1, 10, 11, 2 etc
Please can this be looked into
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It appears that in the intelligent captures when you have a field that is pre selected e.g. the date defaulting to today's date the rest of the information does not complete in the summary box:
So the date is in the summary box, but the faculty etc do not appear in this summary box even through it is set to display in the box
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@James Ainsworth if we copy the requests will that stop the issue?
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On 4/29/2022 at 9:53 PM, James Ainsworth said:
A fix has been applied that prevents this issue from occurring on future tasks. It may be the case that tasks where this issue has already occurred may still have an issue and will need to be addressed separately by Hornbill Support.
@James Ainsworth So how do we fix these, we have 3 so far that have this specific issue?
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1 minute ago, Paul Alexander said:
We haven't had this specific issue, but we DID have an issue where the 'field type' of a form (which has worked fine for over a year) had disappeared and was stopping the form from loading in the portal. Finally managed to get the field type to change and resaved the form and it's working again.
I had the same issues with the PCFs we also have issues with some human tasks showing "Initializing... undefined" when trying to select an outcome. We need to find a way to fix this issue.
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Service Manager has kicked us out again and we cannot log back in please can this be investigated
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@James Ainsworth no these archived accounts only show in the forms where we have 'users' listed i.e.
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@James Ainsworth This is fine, but our problem is that these contacts are still appearing when archived e.g.
But in the forms where we have user drop downs they appear
If they are archived then my presumption should be that these accounts are not shown?
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Is there a way to delete a contact within Service Manager as we are finding some duplicates and would like to remove the 'contacts' from our system as these people already have 'basic user' accounts in our system.
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So further to this issue, when I go into these settings it shows that these rules are off as above screenshot. When you turn this on and refresh the page it 'turns off' leading us to not know whether these are on or off.
Please can you let us know what we need to do?
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It appears after more investigation that this was turned off and so was not processing our mail handling rules, we have now turned this on.
This thread can be closed.
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So we have noticed that there is a slider in the section where you set up the rules for your mailboxes within Service Manager and wondered what it does as we notice that ours is 'off' but should it be 'on'?
As an FYI we don't think that we have ever seen this before today and certainly have not changed its status recently.
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@James Ainsworth thank you so much that is amazing!
Resolution and Closure of Requests
in Service Manager
Posted
@DanielRi although I understand where you are coming from, we have requests that are re-opened several times and the customer does not seem to ever get notified of the resolution.
Is Hornbill really suggesting that if a request is closed and the customers come back to us that we should open a new request and start again from the beginning?
Surely there should be an admin setting that we can adjust so that if a request is closed an email template is sent?