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Frank Reay

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About Frank Reay

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  1. Thanks James. Yes you are correct. As a tech company we have a number of tools (build and deployment tools (cloud and on-prem) for our websites, internal DB's etc) and users have varying levels of access. We have a homegrown DB/Excel which records the access rights by tool per user but this is very manual, standalone and far from ideal. Yesterday I put in a request (via our Premium support) for a 1 hour demo and discussion on what Hornbill can offer (either with HB holding all this info OR acting as an orchestrator (talking to the homegrown DB/Excel) tied into our starter/leaver processes). So that session will probably answer this requirement but a heads up beforehand with your thoughts would still be really useful. We are coming under increasing pressure from our parent company auditors :-( to show we have full control and visibility of what access any individual has at any point in time (particularly when employees leave by their own choice or otherwise!).
  2. We are looking at using Asset Management in Hornbill for recording physical assets against users. However we also want to look at managing account/access rights by user for our various tools (on-prem and off-prem) - this can then feed in to our Starters/Movers/Leavers process. Does anybody use Hornbill for this purpose? It doesn't look like this can be done in Asset Management. We can see there are Custom Fields under the About tab for system users but it appears there are only 8 of these which is rather limited.
  3. System, App Store, click on the App, refresh button appears near the top. But you must be logged in as a super duper admin!
  4. Thanks Steve - that is very useful. I note that changing this means it is set as the default for all Requests until changed back (which is fine). However we have tested again and can confirm that Requests do not change colour in the List View when just a Comment is added (at least not in our Instance!). That is our main issue but I am still unsure what Chas actually changed back in August 2017 to make it 'more consistent'. I guess we can't just 'switch off' Comments altogether?
  5. I appreciate this is an old Topic but can I clarify what the end result was. Our analysts use the colour change in the list view as the main indicator for when a ticket has been updated. They tell me that they have been caught out a number of times by not seeing an update when entered as a Comment. A normal update does trigger a colour change but not a Comment. So what did Chaz do to make it 'more consistent'? The analysts have asked if Comments can actually be switched off, as even if they are notified that there is a Comment then they have to search for it in the Timeline rather than just look at the most recent update. I don't think that is possible but it's always worth asking. We mainly want to stop portal users adding Comments as I have more 'control' over what Agents do. Frank
  6. We are using the my-services portal (but keen to move to the new Employee Portal). It is frustrating that Connections are unable to view attachments (it also a pain that they cannot add but I can sort of understand that). This is clearly deliberate as stated in the Wiki but can someone explain why Connections cannot view - is it because you are concerned about data sensitivity (although the Connections can see all the updates) or is there some other business/technical reason? Will this be the same in the new Employee Portal?
  7. Doh - ignore me!!! Pressing the Follow button in the Topic itself seems to do the job!!
  8. I am following some Forums and sometimes see a Topic (not raised by myself) which is of interest. Can I follow that Topic and receive Notifications when an update is added. I think this is possible when I add an update myself but I don't actually have anything to say!
  9. Thanks James. I have used the What's New Page (and it has been really useful) but as you say it does not tell us everything and sometimes it is the small unexpected things which make a big difference with customer's individual builds. I find it frustrating that you are not 'selling' all your changes and enhancements. Your guys are doing lots of great stuff but because it is not granular enough in one location I miss changes that could really help with my day to day work. Perhaps this is an improvement you could do to the What's New Page (have links to the pop-up's?) btw the Read Later button does work for me - the pop-up window re-appears when I open a new session. Finally have a very happy Christmas and all the best for 2020. Onwards and upwards!
  10. When we are advised of updates to the system they come through with very little info. For instance a recent one was: As a Service Level Manager I want additional rule criteria for SLAs {CH00146261} How do I find out more detail about this change? The TechWiki had nothing and I could not find anything from the Change Number. When I when to the SLA screen I did find a pop up window which was brilliant (but I had to find it). I had options of 'Got it' or 'Read Later'. I clicked on the latter but can no longer make it pop up. So is there a central place with details behind these updates. And can I go back to the pop-up window?
  11. Typically (for us) it is when the sender is external and is not recognised. In which case you need to set them up as a Contact.
  12. Thanks - we have just had some more. Stuck in the in-box and cannot automatically process (but we can push manually). Was working fine upto 1.00am this morning. First stuck one was at about 4.00am.
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