Steven Cotterell
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Posts
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Enhancement Requests
Posts posted by Steven Cotterell
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@Chaz, I have determined through some testing that the search only works for requests that the portal user (the contact) has raised themselves. They cannot see in the search any other requests raised by other people in their organisation. I appreciate that they can see all requests raised by their organisation in the request list if they select the drop-down to do this, but we expected the search to work (and so did they) for all their organisations requests. I will send out some 'education' about this.
Is this something that can be developed into a future version?
Cheers
Steve.
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Hi @Chaz, is there any specific way they can search for requests? IN*123, or IN00000123, or 123, or *123 ?? Neither of these ways works. I've even tried getting them to search for words that are in the Summary or Description fields of the request, to no avail. How would you expect it to work?
Many thanks,
Steve.
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Hi,
I have seen the following video on YouTube (https://www.youtube.com/watch?v=mIK_hEJ6NQ8) and I'm trying to get the search on our Customer Portal to show 'Requests' as well as 'Services' & 'Catalogs' . Our customers have asked why can they not put in a request number/reference into the search and it find their request. This is really frustrating them. I have also tried searching for words in the Summary or Description but no luck.
Any advice please? I thought it may have been a configuration setting somewhere to allow requests to also show in search results, but I struggled to find anything.
Many thanks
Steve.
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Thanks @Steven Boardman - I will check it out.
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I sat and pondered and stared hard at the error message and I have managed to fix what was happening. The Forgotten Password' functionality now works.
I had earlier (a few weeks ago now) removed 'live.hornbill.com' from the outbound mail routing as I just wanted our outbound emails displaying our domain.
I hope that by adding this in, alongside our domain, doesn't cause outgoing emails to display a 'hornbill' address.
Onwards & upwards!!
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You've been most helpful @Martyn Houghton, thank you. I will have another trawl through the config sections to see what I can find.
In the meantime, if there is anyone else out there that could point me in the right direction, that would be great.
Thanks again Martyn.
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1 hour ago, Martyn Houghton said:
There is a setting under Portal Accounts in the Admin tool which allows you to control whether users are allowed to change their own passwords, so would be worth checking that first.
Cheers
Martyn
Thanks @Martyn Houghton.
I saw that earlier and checked the box in the 'Customer' portal config. With this box ticked, I now get...
Any other ideas please??
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Just as a side note, I cannot seem to get the 'Forgotten Password' link to work either for Customer Portal users. I just get a blue box saying: "Error This portal does not allow self-service password resets"
Is this a config thing?
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Hi,
We are in the final few days now before we are going to go live with an external customer facing Customer Support Portal for in excess of 350 contacts.
Is there a script that can assign a predefined 'initial' password to every Guest Account for the Customer Portal, so the contacts can at least log-in and get to the profile section to change their password to one of their choosing?
Alternatively, if there is no script, if we choose 'set Random Password', does this get communicated to the Guest Users (Contacts), so we do not need to know their passwords? Better security practice.
Thanks in advance.
Steve.
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1 hour ago, HHH said:
In our case it's a matter of having the extra hassle of identifying the paper clip, clicking the dots, going to the email etc.
It's much more user friendly to be able to access the attachments directly, something that reduces the workload on the analyst as well as lowering the risk of missing the attachments.I agree with @HHH. We are moving from a system that does this already (puts attachments that are emailed in or attached via the portal in an attachments section). Hoping this arrives sooner rather than later into the application.
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+1 for me too please - just been doing testing and see this as a must-have piece of functionality.
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On 4/17/2019 at 8:27 PM, Steven Boardman said:
@Steven Cotterell thanks for the post. this is not currently possible, however what you can do in the meantime, for any urgent updates you want the customer to see, you can use the Email update action on the request.
The ability to email the customer on an agent update is on the short term list of features to add, so hopefully not to long to have to wait. I''ll add you and @HHH to this story and we'll post back here once this is progressing,
@Steven Boardman, thanks for your reply. Look forward to seeing this delivered. Where can I look to see a list of items that are on the 'roadmap' so, if there are any there that would benefit us, I can add my interest and watch their progress?
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Hi,
Is there a way that I can enable an email update to a customer when one of our analysts adds a comment to a request?
If the customer is logged into the Portal and is looking at the request, they will see any updates we make in the feed, but if they are not, then I cannot see how they are informed that an update has been made.
Any ideas please folks?
Thanks
Steve.
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Hi,
We are still getting this issue. We have validated that the sub-statuses are set-up correctly (and we know this to be correct as we did have it working).
Very strange how it has just suddenly stopped working for us.
Any help that anyone can give would be greatly appreciated.
Thanks
Steve.
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Hi,
We too are getting this issue - we are still in a 'testing' phase at the moment, very soon going to go live and our requests are no longer coming off-hold when a customer update is done via the portal.
It used to work but is no longer working (testing last week and today) identified this.
Please can someone have a look into this.
Many thanks
Steve.
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Hi all,
I have scoured the forums and would like to get clarification please if there is any way that either a 'Full User' or 'Collaboration User' can reply back to an Authorisation Request email with the word 'Authorised' or 'Rejected', either in the Subject or Body, along with the request reference, to then complete the 'Human Task' with the selected outcome?
This would allow the authoriser to not have to log-in to Hornbill on the web (or launch the app on their phone) just to authorise the request.
Thanks in advance.
Steve.
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+1 please. We really need this feature.
Thanks
Steve.
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Hello all,
As a new customer to Hornbill who is not far off completing our Switch-On, we were sure that we could have specific branding for each of the Customer Portals that we would have been building for each of our Customers. As I have just recently found out this is not yet possible so we are VERY keen to see this implemented.
We would be VERY keen to assist in helping drive this enhancement using any means possible - we are hoping to go along to INSIGHT19.
Cheers
Steve
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Attachment Restriction - File Size Setting
in System Administration
Posted
Hi there,
We are also getting the red upload limit error still stating the max upload size is 10MB despite us changing the value
We have cleared browser cache (all time) and restarted browsers. Also tried in 'incognito' windows. Happening not just on this site where we are - affecting multiple people.
Should this change take immediate effect please?
Thanks
Steve.