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Will J Douglas

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Will J Douglas last won the day on July 7 2019

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About Will J Douglas

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  1. Hi, Is it possible to control the behavior of custom fields in e-mail templates where there may be Null values. E.g On my prog capture, I check whether external parties are involved and update the relevant custom field. If no external parties are involved, custom h_custom_j and h_custom_k will still have null / blank values. On the notification e-mails, the custom field variable definition is displayed when the value is Null - see below. I would rather this be blank or showing NA (not applicable). External parties involved?: No External party details: {{.H_custom_j}} External parties contacted? {{.H_custom_k}} Remediation steps taken: None It may confuse the recipients when they see things like h_custom_k I guess I could address this by branching the business process and having two templates but its extra work and complication just to address Null values. Regards, Will.
  2. Hi @Bob Dickinson I've tested using Raise New via Incognito and confirmed it is working okay now so must have been caching issue. I tested with Raise New - Change from the dropdown and it is still having issues. It prompts for Request Details and then errors before Service Details Form I changed the prog cap to put the Service Details form first and then Request details - it then just skipped both... I deleted the nodes and created them again and it now appears to be working.... Looks like it might have been some corruption in they Prog Cap, seems okay now Thanks, Will.
  3. Hi @Bob Dickinson Apologies I had parked change management implementation for a while due to other commitments. I've been having a play around with this today and I see some strange behavior that I can't explain. Whether I select New Request or New Change - I get prompted to select an asset despite their being no asset selection node in either the default new change capture or my custom capture which I have applied at the catalog item level. Currently I have the new change capture set up as. .... Request Details - Service Details - Switch Capture custom capture set up as.... Service Details - RFC Form - Select Change Implementer - End. Both approaches it still asks for an asset after the request details form, it also asks for an implementer after the asset selection even though this isn't in the new change capture and should appear after the RFC form should which is included in my custom capture Regards, Will.
  4. Hi, It would be useful if we could add a wider range of date/time options where Service Manager Request List Views are created. Although we can select Previous Month / Current Month there is no option to select Previous Week / Current Week unless I am missing something. Regards, Will.
  5. Hi, It would be great if we could add a couple of shortcut buttons to the date / time picker. E.g typically when I'm putting something on hold it is until the start of a particular working day or the end of a particular working day (e.g 9am or 6pm) At the moment I have to type in the time or scroll through the hours and minutes. If we could add a Start of Day of End of Day button which defaults to a configured parameter (9am and 6pm in my case) it would be a useful quality of life enhancement. Regards, Will.
  6. @Keith Stevenson Thanks for clarifying. The technical details make a lot more sense now. Regards, Will.
  7. @Keith Stevenson Well it depends on where your customer base is located, whether you have regional servers and whether a content delivery network is used........ You can easily find latency over 100ms when the connection is inter-continental. We use Service Manager from Dubai with a latency of approx 130ms to Hornbill's servers and we find the performance is acceptable. For me it's 100ms to Singapore, 130-150ms to UK/Western Europe and 200ms+ to USA. Regards, Will.
  8. Hi, We're looking to roll out tablets to our hotel maintenance teams to allow them to receive maintenance tasks on the move and complete them without returning to the office. There are some technical challenges with this however. We have custom field in use on our tasks and when trying to complete them on the tablet using the Hornbill App I receive the error "The Mobile Doesn't Support Custom Fields Please complete the task using the main client" So, I switch to access the activities using the web browser - landscape view , the task displays okay, but when I go to select one of the drop down selectors the tablet onscreen keyboard pops up and obscures the dropdown list. I then switch to portrait view and whilst better, the keyboard still partially obscures the view. Whilst I think we can cope sufficiently to starting using it this way, the interface is clunky and not as seamless as it should be. For reference we are using Lenovo E10 10.1" using Android 8 Oreo. I will try to test on other tablets to see how they perform - initial indications are that IOS device handle the dropdown lists correctly.
  9. @Victor Thanks for the feedback. I've corrected the timezone settings and confirmed all working now. Thanks, Will.
  10. Hi, It would be useful to have a capability for certain individuals to backdate resolution date/time. Useful for those occasions where a requests was inadvertently not updated or resolved at the time of incident resolution. Regards, Will.
  11. Hi, Is is possible to turn off the "Document updated by Report: " notifications? Since I'm creating and scheduling most of the reports and hence I'm the document owner I am getting a lot of these notifications. It would be good to be able to turn them off or maybe filter the notifications list by category (e.g requests, tasks, documents etc) Regards, Will.
  12. Hi, I created a "user last logged on" report which is a SQL Schema Designer report. The report seems to be using the raw data which is in UTC time rather than adjusting to my timezone which is GMT+4 This logon was actually 9am. Previous "entity" reports I have created do adjust to the correct timezone. Regards, Will.
  13. Hi, Is it possible to configure an auto-refresh in the My Activities view, similar to the one we have available in Service Manager - My Requests. I can only see a manual refresh at the moment. Regards, Will.
  14. @Martyn Houghton Thanks for the advice. I've shortened the window to ensure we are not impacted first thing in the morning. It actually looks like it might be network congestion adding to the issue as well. Price of internet leased lines in Dubai are sky high so we don't have the capacity I would like,
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