Alberto M
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Enhancement Requests
Posts posted by Alberto M
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Thanks, @Steven Boardman.
I'll check this in more detail tomorrow. Meanwhile, without checking this in detail, does this works if the customer provides the feedback only after several days of request closure?
In our resolution step, we send an email to the customer notifying about the resolution and suggesting the user to provide feedback. Our feedback expiry are set to several days and the user can provide the feedback even when the request is already closed.
Regards.
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Hi all.
Will it be any way to trigger an alert when a specific star rating feedback is provided to a request by the request customer? We would like to alert the service owners with an email when a bad star rating is provided by the customer.
This would be even better for the feedback questions, when specific answers to feedback questions are provided by the customer.
Thanks
Alberto
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(sorry about the double image, but I don't know how to get rid of one of them :/ )
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Hi.
When you have almost 20 business processes and you have "blocks" of nodes that are common in almost all the business processes - and those "blocks" of nodes are not identified as BP stages, having only one "entry node" and one "exit node" - whenever I have a change to make, I need to go to each BP and do the same change.
I don't know if this is something that has been talked before but, would it be a way to have those "blocks" of nodes to be designed "outside" the BPs and then be called from within the BPs like if they were "functions" or "subroutines"?
With such approach, whenever I had to change something in nodes of those "blocks", I would only need to change one "block" and not all the BPs.
(sorry about the clumsy image, but I tried to explain with it)
Cheers,
A.
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@Steve Giller, today in an internal meeting someone, again, referred how this would be useful. Are there any news about this?
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Hello.
In the service portfolio page, is it possible to have the service owners drop down in alphabetical sort order? It's far from being critical but it's annoying.
Thanks
Alberto
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Hi
Just to let you know that I finished adding a new custom field to our +-150 services, to five of the request types on each service, and I needed to repeat the same damn boring manual task 150 * 5 = 750 times!
I swear these are the moments I curse Hornbill.
Have a nice weekend.
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@Victor, I already knew the wiki chapter related to this and you know what I've thought, as I think a lot of times I go to the wiki?... Ok, the wiki says this but it's because it's not up to date. Yep... it's frustrating a lot of times.
The relevance of having the attachments available for the connected users makes all the sense to us and we assumed that as an available feature for months. As you know, we have thousands of users and we rely on the requests information and data to carry on providing our service to our users and, when we involve connected users in a request, we don't want to have to send emails with attachments to those users; we want the connected users to query the existing information and attachments that are stored in the request (I agree about the attachments as read only for connected users), as the only source of information and data to all the users involved in the request resolution, and I mean attachments because they are part of the process we carry on within the request (authorizations, data reviews and validation, documentation...).
Anyway... this is something we need and we have been using for months and now, with the new portal, we lost it.
BTW: when the wiki says "The connected users will not be able to interact with the request", impacted connections can interact.
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@James Ainsworth, @Steven Boardman, this is something we need, as we have made our processes based on the assumption that connected users have read only access to the attachments in requests in the portal.
Please check the request I've raised.
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Yes, the URL that is sent to the user by email from within the request is that.
If it's a defect, it allowed us to use a feature that we find very useful and that we need available.
(I'll update the request I've raised in support)
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Responding to your post:
( When I refer Service Portal, I refer pages accessed using this URL https://service.hornbill.com/instance/ )
If the request Service Portal page URL is sent to a user that is set as connection to that request, that user can open and view the request. We have been working with this for a long time, sending emails from within the request to the connected users so they can check the request.
And basic users that aren't set as managers of anyone can access the request Service Portal page though the page URL and can see the attachments there as well if they are set as connection to a request.
The Service Portal screen shot I've shared above was made last evening, when I've temporarily rolled back the Employee Portal and I browsed that request using its Service Portal page URL and with a login made by a test basic user I created some time ago that is not set as manager of anyone.
So, we had the possibility to have basic users opening a request page and see the attachments and now we don't have it.
Regards,
Alberto
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This is happening to basic users that are added as connection.
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Hi all.
We've migrated last week from the service portal to the employee portal.
While working with the service portal, users added as connections to a request could see, open and view the attachments of a request in the Service Portal. Now, with the employee portal, there's no attachments section if I open a request where I'm a connected user.
I've just rolled back the Employee Portal for a short time to check this, as I wasn't sure but, yes, in the Service Portal I had the attachments section available and now in the Employee Portal, I don't have it - AND WE NEED IT.
The screen shots are from the same request where, for the test, I've changed the request owner and customer so I was only set as connection.
Is there any setting I'm missing?
Thanks and regards,
Alberto
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Hi all.
I realized that when I open any service in the service portfolio, the service domain and service category appear as "not set". If I try to set the domain and category, nothing happens.
This is for all the services!
But... in the employee portal the domains appear to work.
Is anyone else experiencing this?
Regards,
Alberto
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Note: this happens when I open the service page in the employee portal and then I refresh it; before refreshing it, it shows "Service Portal Home".
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Hi.
I already changed the translation of "Company Home" to "Service Portal", as we want it to be showed to the users but, in the service page of the Employee Portal I still get "Company Home" (image below).
Where did I missed to "translate it"?
I've already changed it here:
Translation Key Default Translated user.core.home Company Home Service Portaluser.view.page.home Company Home Service Portal HomeThanks and regards,
A.
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I've been lost with the same a few weeks ago. There's no "delete" button from what I've understood.
While I've been making tests, at some point I needed to delete a page and, after being "messing" things up for a while, I could do it without knowing what caused it. After that, I simply got the pages ready and I'm "scared" to touch things too much again.
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Hi.
is there any way I can know when was the last time an user account has been imported/updated by the LDAP data import?
(or is there a way to set one of the attrib fields in the user account with the date of the import that has created/updated the user?)
Thanks and regards,
Alberto
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@Paul Alexander, don't worry, it happens so often with me and... it's Friday
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I believe you need to set the temporarily user as "user" (not "basic") to get acces to the "Workspaces" tab available, then manage the workspaces ownership, then set the user back to "basic".
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On the user admin page, the rightmost tab "Workspaces". You can change the ownership of the workspaces the user owns.
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Hi.
I tried to find if someone already asked about this, but couldn't find.
It could be useful to have the search requests with an added option, as we have in the workspaces, for instance, where we could limit the results by date (date raised). Has this already been asked or it's something in your plans?
When you have a large number of requests, this could be useful for quick searches without having to navigate to the requests list and build an advanced query.
Regards,
Alberto
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Hi.
This may seem picky but, can I set the same font size for the "My services" and "My requests" widgets?
The font size in the "My requests" is a bit larger than the one in "My services".
Customer feedback alerts?
in Service Manager
Posted
@Steven Boardman.
We don't have a "resolve" and a "close" nodes; we wait for both actions to be done by someone.
Would this work if we add the "Suspend await Customer Feedback" node and the (following rating notification nodes afterwards) after the "Closed" Set Check List Item Node int this example?
Regards,
Alberto