AndyGilly

Hi @Martijn apologies it has taken a wile t come back, really appreciate the feedback, I will have a read and see how this can help the team thanks Andy

Morning we are considering a use case for a second IT domain to capture and enable processes for operational maintenance requests that are not customer facing SLA driven activities. If we were to implement the domain I would need to be able to report separately the requests types across the 2 domains. At this time I cannot see that the service domain is added to the service manager request table for each ticket. Would this be possible to make future reporting easy?? any help would be appreciated. similar would also be a consideration for the implementation of any of the system domains thanks Andy

we have an enquiry to whether it would be possible to add iframes to hornbill dashboards. this would mean that the hornbill dashboard could hold other reporting data that is pertinent to the team would appreciate the teams thoughts

Hi Team we think it would be helpful to our customers if we could add a small amount of text to the chat icon. 'Chat is Live... How can we help?' Or something similar Any thoughts?? thanks Andy

Hi Team I have a couple of enhancement proposals/ feedback from the WW team when using email in service manager 1. Can we please be able to add images into emails and snippets that we send out. 2. when we currently set up a snippet template for an email we cannot add in shortened links like this one Here we have to put the whole https://www.google.com/. It would be great to be able to do this 3. We are not able to reply to the email from the ticket, we have to open up the email in a new tab and then reply to the email. The reply doesn't add the email trail into the ticket nor does the base reply have any formatting. only way we have found to make it add the trail is to BCC it.support. Is there a better process to use appreciate your thoughts thanks Andy

Afternoon, @TrevorKillick I know this is an old post but now we are into our trial this functionality would be helpful to use did anything ever reach live?? thanks Andy

thanks @TrevorHarris seems to have done the trick

thanks @Steven Boardman, really appreciated

If helps, we have tried with edge and chrome

We have tried to use the functionality below today during our trial without success, Could anyone help?? The in app notification is working

I am wondering if anyone can help?? I would like to look create a measure to look at the average time taken to resolve a chat enquiry during our trial I have tried a date diff sql statement using the created and closed variables without success thanks Andy

thanks for coming back @James Ainsworth It the replies that would be best for us. Just aiming at efficiency being the chat really. We try not to script the service desk, they are skilled individuals who we hope know how best to progress for the customer

Hi @Conor customer search form node added to start of other progressive captures and all working fine. thanks for the help. Only pain is now have prob 50 or so progressive captures to look at thanks Andy

@Conor I can see the image now, so none of our progressive captures have that info because the follow either new request, new incident or new service request and the information is passed down. Just to confirm m you are saying all progressive captures need the action associated to any data that will wish to pass across? thanks Andy

Hi @Conor sorry the image has not come through on the post Our 'new request' progressive capture starts with the customer name and then moves to the request details form, so I assume the switch should pass through the customer details and even summary?? the message below is passed to the agent, which proposes that the correct information should come across but we are losing the customer

Hi @Conor We have that working thanks We have some feedback when you transfer to a new catalogue item "One thing i am getting is that when i enter a user - type in "outlook" - press the blue icon - select "log a fault". It then takes me to the page asking for the ticket info but on the right hand side the customers name has gone. When then finishing the ticket the ticket has no customer? tested with a few other ones aswell like "my operations" getting the same issue" Is it the case that the progressive captures for catalogue items would need to be changed to capture the customer name or should this work??

Hi @Gerry I have got James to take a look at the post and I got a thumbs up on the API, so think we are all good thanks Andy

thanks @Conor I didn't know we had access to those system level progressive captures, that really helps

Hi @Conor I am not 100% sure how I would do the proposed as the progressive capture is allocated to the catalogue item and not the other way around Can you please advise how we would get a progressive capture pre service/ catalogue item being chosen?? thanks Andy

thanks @Steve G will a look

Morning @Conor we have started using the knowledge centre and have found that although the below is in the documentation the search seems to only be proposing catalogue items within the service you are logging a ticket rather than all services the user is subscribed to. Could this please be checked?? Catalog Items View other matching Catalog Item options (from the services the customer is subscribed too) thanks Andy

Other live chat systems I have used have the ability to build a repository of replies that can be used at the click of a button is this something that has been looked at before? thanks Andy

We have some automated jobs that run on a change of state of a data set outside of Hornbill Could anyone help with the best way to trigger the runbook from these areas. Is it the case we would need a service manager request to trigger the runbook or is there another way of talking straight to ITOM?? thanks Andy

perfect, thanks @Frank Reay looks like I will need to go through the portfolio and configure each service to that top level single item,

thanks @Martyn Houghton, I will have a look I guess my challenge with that setting is , from what I have read is, I do wish to enforce a category selection but only where the service has a category level set