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Adam Toms

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Everything posted by Adam Toms

  1. Adam Toms
    +1 this is a bug for us also
  2. Adam Toms
    Hi all, Occasionally we need to edit assets manually for example and asset is changing state, from in use to in stock for example. We're finding that so many of us are now used to auto save, or a prompt notification to say warning, before you leave the page you need to press save, that manual updates are getting missed when manually updating an asset in asset management. Would it be possible to request this as enhancement? Many Thanks.
  3. Adam Toms
    Thanks very much for the update @Joshua Howitt.
  4. Adam Toms
    Hi all, I note there is Yammer integration which can be found on the docs page Are there plans to update and enhance this functionality, now that Microsoft has re-branded Yammer to Viva Engage. We'd really like to be able to do more than post message, but set up communities, and potentially access control Yammer using ibridge to take some of the manual overhead away from our support teams. If this is not possible currently, can I please request this as an enhancement? Many Thanks.
  5. Adam Toms
    +1 for us as well, please. Being able to customise and share within teams, like we can with request list views, would be a huge benefit.
  6. Adam Toms
    +1. We've started using this for our enterprise service management offering and it would be a great benefit if more filtering options were included, such as being able to filter on summary or description. Exporting out to a spreadsheet also provides limited fields and no choice in what you get.
  7. Adam Toms
    Thanks @Daniel Dekel, I will check with our service desk, to ensure this seems to be resolved, a bit concerned as our problems seemed to occur after that time, but we will check it out, thanks for confirming re status of the patch.
  8. Adam Toms
    Morning, We started getting reports of this issue on our instance late yesterday afternoon. I note overnight there has been an update to the UI and ESP. It's not clear to me from the release notes, whether this specific issue has been addressed in one of those patches, or whether this is a patch per instance with the fault being reported. Can somebody please advise? Many Thanks.
  9. Adam Toms
    Thanks @Steve Giller I've just done some testing with the test group of users and customer seems to be delivering everything we need. Thanks again for your swift response and support with this.
  10. Adam Toms
    Thanks @Steve Giller I was a bit confused as this was listed as a routing rule, which as this email isn't coming from a routing rule I've created I didn't think this was the right setting. But I suppose an email update is following a default routing rule. I've set this to customer. But should it not be visible, the next one down is public I assume means anyone with access to that ticket can see the status. Or does public mean open to anyone and everyone?
  11. Adam Toms
    Hi all, We have a complex ticket flow, which requires members of staff, outside of agents to vet the information in a ticket for our HR team, to then proceed with the information. Using the connections options we've got to about 95% of the way there, but the members outside of the team, need to be able to see email correspondence within the ticket in the employee portal from a system auto responder post in the ticket timeline. I note as an admin, I personally can change the visibility of the post, but this won't work for the HR team using it as they are not. Is there a way that the system auto responder email can be set to be visible automatically appear in both portals? Many Thanks.
  12. Adam Toms
    Thank you @samwoo I've gone with the top option and it was custom L. That works perfectly. Thanks very much for your help. I didn't realise I could build it up like that in the filter, this gives me an idea for a few others, where I can enhance the reporting coming out of those reports. Much appreciated.
  13. Adam Toms
    Hi all, Originally when when went live with this particular widget (please see attached screenshot), we were only capturing feedback survey results per month from one area, IT. We've now onboarded our HR team and they are using the domain of HR written to h_custom_l in their tickets. We're now getting both sets of data, which in this area, which I need to correct. I would like to use this dashboard for just IT only. However when using what I believe would be the correct SQL statement to add this in it errors and no data is provided. My SQL knowledge is limited, and is self taught. So I may well just need some assistance with someone who is more experienced. Is there a way I can filter this to only include the IT tickets via another method, or does the feedback table not include service domain, and therefore need an alternative method of getting this data? Many Thanks Adam
  14. Adam Toms
    Thanks @Steve Giller for your reply. I'm aware that each catalogue item has its own subscription model, and there will be small exceptions which will trip us up from time to time, but to see whom subscribed at a service level in a report similar to this, would help significantly reduce the work load when an organisational structure change takes place. Or for example a new area being created that will require a similar subscription to an existing one and being able to see at a glance where that subscriber area appears would make it much easier to add in for the new area. Using the screenshot below, you can see from the absence and annual leave service, we have one subscription. That's because everyone in the whole company can see it, so what I would like is in this instance is the name of the subscription rather than the total. Many Thanks.
  15. Adam Toms
    Hi all, In the Service Portfolio there is the ability to run some reporting, based on availability of services etc. But there appears to be no option to select subscriptions, and report on each service subscription user base. We've based our service subscriptions on what areas of the business consume, this means that everyone receives a tailored self service catalogue. However when a structure changes occurs in the business, it becomes a large manual overhead to check what the area that is moving from and to, and adjust the subscribed services accordingly. I would like to request the ability to include some way of reporting on the service portfolio subscriptions as an enhancement. I've included a screenshot on the current reporting area in the Service Portfolio. In my head it would make sense to include this reporting here, but if this capability was not added here, but could be run from a report or view, it wouldn't be a problem. Many Thanks Adam
  16. Adam Toms
    Thanks @Steve Giller, I will do some testing and see how I get on. Many Thanks.
  17. Adam Toms
    Thanks @Steve Giller For your quick response on this. Apologies that I missed the earlier post in 2021, that you've included. I've largely followed the same configuration as the flowcodes were set, when which we went live. But as this is for a different customer our HR team, as they require a lot less complex workflows than in IT. I created their workflows from scratch and then ran into this. In my head I couldn't see why this wouldn't work. To help with this, I have included how the suspend node is configured, as well as a screenshot showing the outcomes. I note I've used the same configuration in the status is closed. So this must be hitting the no match criteria rather following the two other routes I've created. With this additional information, do you think if I just change this from status.open to open, that will do it? Many Thanks
  18. Adam Toms
    Hi all, We have had the ability to reopen tickets, which works very well using the older workflows configuration screenshot attached. This seems to be using flowcodes, and I believe for newer work flows the flow codes is not available. Or if it is, I don't seem to be able to find it at all. I've therefore tried to re-create this, but it doesn't seem to reopen the ticket or function as I expected, it doesn't error but it doesn't reopen in the same way as the flowcode setup. Please see the newer workflow configuration screenshot attached, for what I've tried to configure to have a similar behaviour to the flow code configuration. Does anyone have advice on where I'm going wrong or have a better idea, on how to achieve what I'm looking to do? Many Thanks
  19. Adam Toms
    Thanks @Gerry for the update, much appreciated. This is great, and look forward to seeing it grow.
  20. Adam Toms
    @Emily Patrick,We came across the same issue with a couple of colleagues, and it turned out they had a third party browser plugin for a dark mode/ theme. When turning that off it seemed to fix it, so might work for you. There is also dark themes in Hornbill so we turned the third party plugin off, and used the dark mode in Hornbill and it works fine.
  21. Adam Toms
    Hi all, I'm really glad to see the Hornbill Academy launch, and have already taken the opportunity to enrol and complete some courses. I appreciate its still early days, but for more the more advanced courses, like some of the workflows and perhaps ITOM specific ones in that will be coming in the pipeline. Will the Academy look to provide some certification? Whilst the badges are a handy feature and allows you to see at a glance, I do think some digital certificate, would be a really nice touch. Many Thanks Adam
  22. Adam Toms
    Just to follow up on this. In case anyone else runs into this issue. I want to say thanks to @Steven Boardman the collaboration rights were missing and the ticks to disable filter via service domain has been a big help, and I can confirm it's delivering what's needed for us.
  23. Adam Toms
    Thanks @Steven Boardman I will take a look at these options available, and try them out. Thanks again.
  24. Adam Toms
    Hi All, I need to come up with a way of adding connections, to allow a basic user, to be able to see a ticket, but this ticket doesn't live in the same domain. We've purposely separated this out for reporting reasons, but we do need the ability for none users to be able to see the ticket. The connections tab works very well but the issue we have is that only works if the ticket resides in the same domain. I'm not sure of the best way of achieving this without requesting an enhancement to allow connections to see a ticket across domain, and the agent adding the connection could then specify the domain on which the ticket then appears in the employee portal for the basic user to access. Keen to explore thoughts and ideas on this, as I'm stumped the workaround is to screenshot information out of the ticket, but that has its drawbacks. Many Thanks.
  25. Adam Toms
    +1 on the thanks front.
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