Adrian Simpkins

Hi Steven Thank you that worked perfectly, I thought it was the condition parameter I was setting incorrectly ! The script is now popping up the questions like your example and it is exactly how I wanted it to display. Many thanks again, much appreciated

Hi Steven, thank you for the response ! The above method looks like it would hopefully suit our needs so I will have read through and have a go in a PC to see how this functions, and will confirm outcome as soon as possible. Thank you

Hi Miro, thanks for the response I have included screen shot of the progessive capture - this only has a few sub questions set so far as i wanted to see if I could trigger the decision branch from the selections in the simple list via a dynamic checkbox before building a complete PC with all sub questions. Ideally I wanted our Customers to be able to just select each system they want from an initial list, then if we require any further system specific information the relevant questions would then trigger if the Customer has selected that system in the dynamic checkbox offered on the Systems Required customised form. Many thanks

Hi, I am currently setting up a BPM / PC to allow us to capture a Customers requirements for access to multiple systems. We have 13 systems that our Customers currently request via paper forms, which I am looking to digitise via a Service / Catalog item. I have set up a script to initially offer a Customer a dynamic checkbox list which calls a Simple List with all the systems listed. However some of these systems will generate further questions if a Customer wants access, so they are not straight forward Yes/No responses, and I have set some decision branches to ask the further questions we need to be able to setup a Customers access correctly. Is there a method I can utilise to allow me to offer a list of all options, where a Customer can select multiple 'Yes' values, then according to what they select in the list the relevant question would trigger? The PC I have setup is just offering the list at the start of the script, and then none of the sub questions are triggering as expected - the custom expression on the branch decision node just appears to offer actions based on questions offered in the PC, rather than anything which appears to check against the provided Yes/No responses in the Dynamic Checkbox list? Many thanks !

Hi Victor, Thanks for the pointer - this method may alleivate some of the input if I can filter by role, so I will have a closer look at this function you have highlighted. Many thanks for your advice !

Hi We have around 140 Users to be setup on Hornbill with a variety of roles depending on their job role, and I was hoping you can advise if there is any kind of template I can use to set these up, as having to add the roles individually to 140 Users will be a little bit onerous! I note there is a template option on the User tab but this looks like it just relates to setting a template for importing your user base into Hornbill. What I would like to be able to do is set for example 10 different user profiles then be able to add a list of Users to grant these different profiles to. Is there a quick and easy way to achieve this please, or will it be a case of having to go to each User account individually and add their required roles? Many thanks

Hi Ehsan Thanks for the above, I have the Hornbill application on my mobile already which does indeed have some powerful features for Users to utilise on the move, it was more an enquiry about a Customer version of the app I was enquiring about. I am planning on attending the Insights event so hopefully may be some further updates at that time so I will raise this again at the event if it is not raised by someone else. Many thanks

Bumped for any update - would this be something that would be possibly discussed at the Insight event?

Hi Steven Thanks for the pointer, most helpful! Hopefully this will enable our users to identify VIP accounts, we will just have to make sure our staff working the queue check this field going forward. Many thanks !

Hi, We currently have a trigger setup on our SupportWorks so that when we have a call raised on SupporWorks a messsage pops up advising 'This is a Senior Member of Staff' or similar. I was wondering if there is any similar function with Service Manager at all please? I believe we have set this against a User on Supportworks and it is called with the code !PI: This is a Senior Member of Staff! So i wanted to see if there is anything we can set against the user profiles we have loaded, so that a similar message pops up for the Staff working the queue, so that they are fully aware when dealing with a call from a senior member of staff please? Thanks

Thanks @dwalby and Steven - appreciate the assistance. I have updated the default script in the application settings as above, and a new change request now calls the PC I have setup, and it is now triggering as expected, thanks for the tip. I will bear it in mind for the other default request types! Many thanks !

Hi, I am looking at the change management process within Service Manager, and I note you can only raise a Change Request from one of the below locations rather than from a Catalog item set against a Service. However our instance seems to be bypassing the BPM I have set under the Change Management Service we have setup, so I wanted to know how do I set it so that when a User raises a change request it uses our Progressive Capture Questions rather than the default capture? I presume this will need to be set on all the default capture that Hornbill defaults to, so to understand this will assist greatly, as the default captures will all need amending to suit our needs, or I will need to change the defaults on all request types. The Request List > Using the Raise Change drop down option next to the Raise New icon The Request List > Using the Raise Change drop down option next to the Raise New icon Boards > Using the Raise Change drop down option next to the Raise New icon Existing Incidents records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon Existing Problem records > Using the Raise Change from the Raise New Linked Request option under the Link Action Bar or Using the Raise Change drop down option next to the Raise New icon Thanks !

Thanks James, I will update this on my mobile and have a play. With regards to the image upload from on IOS device, is there currently an option to either upload a compressed image or full image be added at all? A lot of our mobile devices are Apple devices so just wanted to see if there is an option already on IOS to choose size of file upload, or does it just upload the image with no option to choose file size? Thanks

Thanks James, appreciated ! I will make our teams aware of this in case it is raised again and will monitor for the update to resolve this.

Hi James Thanks for the response ! I found this the other day when having a look around the admin tools, this will be great to monitor going forward. Also thanks for confirming that we would receive notifications when reaching our limits, I thought as much but wanted to just be sure

The snippet function is a very helpful feature so a +1 from myself ! On a side note would there be any changes in hand to allow the admin of Service Manager to control snippets at all and provide some controlled Snippets to Users? We would like to be able to have some consistency in the response our analysts send to users where we can't utilise an email template. We will have some BPM's with email templates for a set action, but we also will have some BPM's set to cover miscellaneous items so Snippets will be ideal when resolving the call as the User will select the preset text depending on the actions taken.

Hi Just a general enquiry really to see if there is a User version of the Hornbill mobile application in development at all ? Due to the nature of our working methods, a mobile application would be really beneficial for our staff to make use of on either a smart phone, or a tablet. Very often our staff would not have a desktop PC to logon to raise a call but would utilise an iPad to access systems as this suits the nature of their role. An app of some sort would be so useful going forward and as our staff are making use of app's more often on mobile devices, this would be ideal! I did have a quick search on the Forum to see if anyone has suggested this previously but couldn't find anything, so my apologies if this is a repeated enquiry. If there is an existing thread could you point me to it at all please? Many thanks

Hi James Thanks for the response, i will go back to the person who raised it to confirm exactly what they uploaded and will of course confirm of any further issues. With regards to the amount of storage available and housekeeping can i check then would we get notified if we are nearing storage capacity or is our storage unlimited? Just want to understand if we can just keep adding images / attachments or is there a limit? Many thanks

Hi, I am a newly appointed administrator for Hornbill at Basildon, Mid Essex and Southend hospitals, and have my first enquiry ! We are doing some testing using the mobile application with one of our engineers today, and it appears there was some degradation in the quality of the image uploaded from his handset so i wanted to check if possible please : Is there compression on all images during upload? Whats the typical size of an image and 30 second video once uploaded What housekeeping functionality do we have IE auto archive bases on chronological order Any advice would be greatly appreciated. Many thanks