Adrian Simpkins
-
Posts
1,579 -
Joined
-
Last visited
-
Days Won
16
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Adrian Simpkins
-
-
+1 from us here
-
+1 here looking forward to seeing how this looks !
-
Hi Daniel
Perfect, thanks for confirming
Many thanks as always
-
Hi All
I am just reviewing the latest updates before implementation, and I note that there appears to be a second update to Document Manager numbered 363 but this appears to be blank? Is this correct ? Screen shot as below:
Many thanks !
-
Hi Alex
Thank you for the above update.
As we were just looking at the output of Timesheet Manager reports, and were not necessarily looking to use it from day One I will await this pending update as it sounds like there may be some more enhancements pending!
Once the new update is available, perhaps we can revisit the issue I was having (which of course may be addressed with the update!)
Many thanks-
1
-
-
Hi,
I was hoping someone could clarify which timer takes precedence within the activity field please? We have turned on the Timesheet options on our services just to have a look at the output in the reports as the automatic capture of time spent is our preferred option to capture our Analysts working times, and I had some questions around the timers in the activity node.
The screen shot below shows two timers within it, and we also have the automatic timer turned on for activity actions against this service - can you confirm which of these 3 timers would take precedence please? Would it be the auto timer set against the Service, the manual timer in top right corner, or the time selection in the bottom left corner?
Also, I have tried using the manual timer in the top right corner but I still had to select a value from the drop downs in the bottom right ? I started / finished the manual timer with a value of around 2 minutes, but I could not move the activity on without selecting a value from the Time Spent drop downs, so even though I wanted to register 2 minutes on an activity I could only select a minimum of 5 minutes?
And finally, if the time is being captured automatically against the service should these 2 manual timers still be showing in the activity node? Would they no longer be required if it is auto capturing time spent on activities?
Many thanks as always
-
+1 for me as I have also noted this scenario when sending a link to a Customer who was not yet logged into the portal - it would be much easier for our Customers to be redirected to the original link if they have to sign in from the link provided
-
Hi Bob
Thanks for the above, apologies I was off on my holidays until today !
-
HI Steve
Thanks for advising - i will look at setting the image on our servers for insertion
Many thanks
-
Perfect, thanks for clarifying Steve - I did think it would sit on one of our servers, just unsure where it would be
Many thanks !
-
Hi Steve
Thanks, I didnt consider checking the main page configuration so this is perfect - thank you
Just to clarify if I did want to change the background image where would I normally store this image as I note it is using a HTTPS address for the image - is this stored locally on our side, or is it something loaded to Hornbill?
Many thanks
-
Hi All
we have at the moment 2 service specific bulletins setup to show relevant messages to our Customers, but when i view the Customer portal it appears there is a 3rd bulletin which appears which is advising Customers to login and references our instance name - where would I amend this / remove this please ? As the customer is already logged in to the portal this message is not relevant. I have checked all our Services (both live and retired services checked) but nothing showing other than the 2 bulletins I have setup (screenshot below shows the bulletin data).
Many thanks
-
+1 for us as well please
-
Hi All
I wanted to see if anyone could clarify if I am able to just copy / paste a .jpg image into our email templates, or do I need to use the 'Image' option on the template builder? If i have to use the 'Image' option I note it is asking for a URL to use against the image - what would this URL value need to be ? I am presuming it must be a URL that Service Manager can access to call the image from?
Many thanks
-
Hi All
I am trying to build a BPM that also does the same - can I check what nodes you are using in this process please - would it be just a 'Suspend - Wait for Request Update' node only? Below is the node setup - I have tested sending in an update to a request on hold, but this didnt appear to take it off hold? I had to wait for the test 20 minutes to expire then the request came back to life!
Thanks
-
Hi Steve
Just to confirm that was perfect, the 3rd line team pass on their thanks !
Many thanks
-
Hi Steve,
Thanks for the above, i will pass this to the 3rd line team to see if this was what they were looking for.
Hi Simon
I will get some data together around how we approached this and perhaps we can discuss again next week at some point?
Many thanks
-
Hi,
Our 3rd line team have been looking at setting up auto archiving of Service Manager accounts when a Customers AD account is closed. They have asked if it is possible to turn on verbose logging at all. The reason being is they are doing a test run of this process, and when they go to run it they are just getting confirmaton over the number of accounts it will update, but there is no confirmation as to what will happen next.
This test run has highlighted around 991 accounts so before they run this they want to confirm exactly what these 991 accounts are before they hit 'Run', and what will happen next to the accounts.
Many thanks
-
Hi Chaz
Perfect they all show when I open the request information node then go back to the picker
Many thanks as always !
-
Hi I have noticed today when working on a BPM that on some stages i can only select up to field 30 when I am using the picker in a decision tree logic, but on other stages I get offered up to field 40 (screen shots below show the options on the Close Stage, and the Resolution Stage).
I was not sure if this was an error or by design? I know there was a fix recently to allow these fields to be viewable / selectable in certain scenarios.
Many thanks
-
Lovely thanks Steve !
-
Hi All
I am trying to find some guides for the First Time Fix function within a node, but I can not locate anything on the Wiki or the Forum - would anyone know where I can read more please?
Many thanks !
-
Hi Chaz
Thanks for confirming. This does present a dilema though as we have 3 seperate mailboxes, and at some point we will want our Analysts to work any of the requests that come in from each site into each mailbox - would this mean we would have to have 3 seperate setups until we have one common email for all 3 sites as I would only be able to set one mailbox against the BPMs?
Many thanks
-
Hi All
So we have 3 separate mailboxes all feeding into the one instance of Hornbill (we are currently comprised of 3 different Active Directorys / mailboxes until we become one entity at some point in the future). I have setup full access to each of these mailboxes, and granted this access to myself.
However, when checking this function out, I can only get emails to generate if I set the mailbox to my local mailbox, but when setting it to 'Auto' I am getting the below error. Can anyone advise what I may be missing, as I am sure it is just a configuration issue somewhere ?
We will need to have this set as 'Auto' due to the setup of our AD / Emails / teams at the moment, so it needs to work so that any of our analysts from each AD can access the request and send an email from their own local mailbox. In effect we will have 3 1st line teams, 3 2nd line teams etc until we have one common AD and Email.
Many thanks
Request(s) assigned to a User who is marked as unavailable
in Service Manager
Posted
Hi All
Currently our BPM's activities are set to assign to the owner of the request rather than the team they belong to, so I was trying to understand the following scenario and how this may have been handled:
- User accepts a request, and it is still in an open state with activities pending, or it is put on hold awaiting an update of some sort
- User marks themselves as Unavailable (for holiday, illness, whichever option they select)
- Request receives an update from Customer but the User is still marked as not available, or a request comes out of on hold so now Open and waiting an action against the unavailable User.
What I am trying to understand is how we should handle these types of requests, as we would ideally want another Analyst to pick this call up in their absence - is there a global setting perhaps to force notification of requests like this to the Users Team so that another Analyst is aware and can pick up the request in the original Users absence?
We are planning to use Round Robin to assign new requests so our Analysts will not necessarily be looking at the request list to manually pickup these requests.
I am sure this has been raised previously, but my searches on the Forum have not been successful so far !
Many thanks