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Jack_Podmore

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About Jack_Podmore

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  1. Thanks @Victor! At least there is a cause - the reason why we did this initially was to keep all our custom templates separate to the inbuilt ones without having to delete them. Hopefully this can be fixed Jack
  2. Hi guys, We are pushing out a new catalog service and are trying to set the default "email template" to be used for this (Service Portfolio > Service > Config > Email Template) but are experiencing issues. The list is blank except for 1 we have created and some of the ones already included with out instance. We have tried in Chrome, IE and Firefox and the issue persists. Has anyone else encountered this before and knows how to resolve? Thanks
  3. @James Ainsworth Thanks James - we will await the collaboration update and will discuss internally whether we can make do without custom roles to completely remove access if its needed Jack
  4. Hi @James Ainsworth, Thanks for your suggestions. We have taken a look at this and unfortunately even turning servicemanager.progressiveCapture.servicedetails.enableSupportVisibility on, all teams are able to see all contacts even if they are not supporting the service the contact has subscribed too . This also doesn't stop our support teams just opening up the Customers > Contacts/Organisations section and be able to see all contacts there also. Thanks, Jack
  5. Hi @James Ainsworth Thanks for your feedback. At the moment all users (Helpdesk staff with a "User" license) are able to see ALL organisations and ALL contacts by default (unless you go into a specific contact and mark it private after creation). Are there any plans to be able to restrict users on which organisations/contacts they can see? Or at least be able to mark a contact as private on creation rather than having to do this after? Thanks, Jack
  6. Hi guys, Is there a way to restrict the visibility of an organisation or contact to a particular user or team? I know you can mark a contact as "private" but there doesn't appear to be an option to do this whilst creating a contact - it seems you can only change this once a contact has been created. Our Data Protection team are looking to use Hornbill for external requests from our customers - presently we use this as an internal Helpdesk. We don't want our teams dealing with internal customers (other members of staff) to be able to see contacts for any external customer. I hope this makes sense. Thanks, Jack
  7. Hi guys, I have noticed that when running a "Weekly" measure the day of the week seems to start on a Sunday. Is there any way to change this? We have changed the value within and system.regionalSettings.weekStartDay resampled the measures but this has made no difference. Thanks, Jack
  8. Hi guys, We run a weekly report to give us a list of all new joiners within the business and share this with other members of staff via the service portal. Each week the document within document manager is overwritten with a new one - is there a way to keep all versions within the document manager? We have had an issue whereby members of staff are off longer than a week and we are having to manually find the relevant report(s) and forward them back on. Thanks, Jack
  9. Hi @James Ainsworth, We are still struggling with notifications using the "follow" button and has been brought up again by the team here. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. Thanks, Jack
  10. Hi @James Ainsworth, I don't believe all of the notifications are working properly. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. An example ticket I have tested with is: SR00005370 in our instance (phservicedesk), we are on build 1489. Thanks, Jack
  11. @David Longley I may be wrong but is this what you are after? Home > Hornbill Service Manager > Application Settings guest.app.requests.notification.notificationType.assignment
  12. Hi guys, Is there the ability or the ability planned to be able to schedule a report to run and then have this automatically sent via email (Hornbill Service Manager > Reports)? Thanks
  13. Hi guys, Our teams need to be able to complete activities assigned to them in a timely fashion - being remote workers they ideally need to do this via the mobile app. We do not see the option to complete them - is this possible? Thanks
  14. Hi guys, As a Supervisor I do not necessarily have tickets assigned to me but I do like to keep an eye on certain tickets for updates (for example VIP's/sensitive users). It would be great if there was the ability to get proper notifications when tickets have been updated by any method i.e. SLA change, customer, analyst, email etc. I have tried using the "follow" button but this doesn't notify me when a ticket has been updated by email by the customer for example which makes it difficult to track the ticket without manually checking it for updates. Am I missing something - is there functionality already built in for this? Thanks, Jack
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