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Bob Dickinson

Hornbill Product Specialists
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Bob Dickinson last won the day on January 29

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About Bob Dickinson

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  • Birthday 08/26/1983

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  1. Hi @Jeremy Unfortunately there has been no further updates to this at present - although raised internally, it's not been prioritised for feasibility/development as of yet. I'll let you know of any change here. Kind Regards Bob
  2. Hi @Michael Sharp Sorry for the misinformation earlier - Victor is quite right, in that as soon as the "Mark request as responded" node has been reached in your process, it cannot be overriden. If you change the Priority (and therefore the SLA) however many times before that node, it should recalculate correctly - but as soon as that node has been reached in the BPM, that is the point at which the met/missed value is recorded and cannot be subsequently amended. Sorry if I suggested otherwise this morning Kind regards Bob
  3. Hi @Michael Sharp Just to confirm - this is the first time you are trying to set up SSO? I.e this hasn’t been working for you previously and has suddenly stopped working? If that’s the case, then I can give you some pointers as part of our next session - I need to book this in with you to discuss the usage of the most up-to-date SLA functionality, so I will contact you personally in the morning to find a time for this. You are exactly right, the solution is likely to utilise the Login ID of your users - we can discuss you set up further on our call. Thanks Bob
  4. Hi @Alisha @HGrigsby Unfortunately we don't have the option to remove this at the moment. If a request is in a status of "Resolved" the portal user will be presented with the buttons. We do have an outstanding change for exactly this feature though - I have flagged this internally and added both of you as interested parties to it, so we will keep you informed of any progress. Kind Regards Bob
  5. @Michael Sharp Following on from the "Hidden Service" idea - you could create a team called "Management" or something along those lines where only you are the member. Then in the new hidden service, add this team to the "Supported Teams" section. This means that only you will have visibility of this service and it won't appear as a selectable service for the analysts when they are raising new requests, nor will they have access to open tickets that have been raised against this service. However YOU will still have the ability to link it to existing Incidents and Service Requests as de
  6. Hi @Michael SharpRight now we don't have the ability to make a decision on a "General" group. I'm not sure why, I'll ask internally. But if you were to create the VIP group as a Company, Division, Department or Cost Center - you can achieve this by using a "Get Request Details --> Customer Details" node, followed by a decision that is searching for the group name = "VIP" - as per the following screenshots: Kind regards Bob
  7. Hi @Dinesh Tailor In Hornbill, configuring Single Sign On is the way for end users to sign into the Employee Portal/Service Portal with AD Authentication. If you are looking to enable this, the starting point will be to review our documentation - we have a number of useful pages on the Wiki that explain what Hornbill Supports, some example configurations for the Identity Provider you use (e.g. LDAP, Azure, others), and how to configure the Hornbill SSO Profile: https://wiki.hornbill.com/index.php?title=Single_Sign_On_with_SAML_2.0 Kind Regards Bob
  8. Hi @Michael Sharp You could create a Service that is not visible on the portal (configured in the Service configuration). That way a request can still be raised against the customer (using this service), but they will have no visibility of it. Would that work for you? Bob
  9. Hi @Jeremy This is a known issue - we’ve noticed the group picker appears like this in a few places. We are working on a fix, and should be corrected on your instance very soon in a future update. Will keep you informed of progress. Thanks Bob
  10. Hi @Adrian Simpkins Thanks for that, it's very useful. And I understand what you mean about mapping to consistent fields across services - it also makes things easier for reporting across services and replicating working. I'll feed that back to the development team. Kind Regards Bob
  11. Hi @Alisha@Adrian Simpkins Out of interest, what is the primary reason/need that you and your organisation are using the request custom fields for at the moment? We are just keen to see if there is other functionality that potentially could be improved instead, to asist with achieving the requirement that might be an alternative to regualrly increasing the number of custom fields available. Kind Regards Bob
  12. Hi@Alisha We will discuss internally with the product teams and get back to you shortly Kind Regards Bob
  13. Hi @Adam Toms You could use the Manual Sample Setting option - this way allows you to specify simply the number of samples you want to display without it being based on the calendar - e.g. Last 2 samples or Last 10 samples. That should ensure that it shows last years and this years without needing to make any changes to the widget every month. Kind Regards Bob
  14. @Giuseppe Iannacone I had a look and couldn't get anything working initially I am pretty packed with customer engagements for the rest of the week so not sure I will get time to look at this again until next week - but I will see what I can do (if it's possible) and get back to you Kind Regards Bob
  15. Hi @Giuseppe Iannacone I'll have a look to see if that is possible (I'm not entirely sure it is!). But just to confirm - you have talked about "Average Number of Incidents Logged" which is just the average of 1 of the current measures on your chart. Your graph shows 4 different types of measures there - so would you want 4 average lines? So in theory your graph is going to show 8 lines? Kind Regards Bob
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