Adam Toms

Hi, I've studied the roadmap for enhancements for this, and I can't see anything obvious in there relating to this. Is it likely we will get a couple more of additional fields in the prepopulated extract from the my requests section in the employee portal? Description and resolver team would be a huge help to what has already been prepopulated. Any updates on this would be gratefully received. Many Thanks Adam

Would be incredibly useful information to understand average length of time, where the peak hours are etc, and perhaps drive continual improvement, where figures are lower than average. So +1

+1, I've found this on occasions frustrating. Especially as the simple list grows. So happy to upvote this.

+1. I think this would be really useful for us. Also it will allow us to further grow our Enterprise Service Management offerings.

Hi all, Permission to bump. Can I please get an update regarding this one? I really would like to start being able to use contacts and being able to lock down by service domain, with us looking to on board more areas of the business, this is becoming more and more vital for us to get in with each passing day. Many Thanks Adam

+1. I can see this would have benefits from a Senior management reporting perspective. It would also help with understanding trends, where knowledge maybe lacking, on a particular type of call. We might then look at automation opportunities to alleviate a complex manual task, which could ultimately speed up resolution time, thus preventing further escalations or chasing for updates in the future.

Has anyone had any further thoughts on the above matter?

Hi all, We're building our Teams Power Virtual Agent and the guide on the wiki has been very helpful. However I think due to our vast array of catalogue items and services we support we wanted to where we don't have an automation item or a pre-existing topic available We would like the customer through the teams chat be taken to the root employee portal URL, where they can log a ticket through the self service portal. Rather than create generic catalogue items for our Service Desk to then manage. The wiki documentation suggests that each topic needs to point to a catalogue id, rather than a pure URL to the employee portal. Am I missing something here? Or would I need to request a change to functionality on how this integration works? I'd been keen to know how others have also configured their agent topics. Any advice or help on this matter would be appreciated. Many Thanks

For capture changes and minor data edits no, but if we're making changes to a business process engine, or onboarding a new area of the business into Hornbill then we do use change controls to cover that. Many Thanks. Adam

Thanks @Paul Alexander, very early days but I've tried playing with the search this morning, and results do seem to be better. Thanks for the update. Kind Regards Adam

We too find the search results frustrating at times. I've limited some of the options available in our search, to just, service, faults and requests and FAQ's. Obviously All as well as that is there by default. It does seem to work better for us since I've done this. I do believe when we had our last review, searching enhancements are in the pipeline, but happy to upvote this on the forum to help progress this.

We've actually onboarded another area since this post, and we're in advanced talks with another. So it would be great if Hornbill could take a look at this. We've used the domains functionality and this works very well for separating the tickets and services from a service portfolio and reporting perspective. I think If we could split contacts by domains that would give the level of separation the majority of us are looking for and make it very easy to separate and manage as that functionality is already there in other areas of Service Manager.

Hi @JanS2000 this will be based on your working time calendars. You can check this in the working time calendars in the Platform configuration setting. So for example for us our working day calendar non 24 by 7 is 9 and 3/4 hours. Which might explain if you go by days it is much longer. So on a one day resolution for us, it wouldn't be 1 day. It would be 9 hours 45 minutes. 2 days would be 19.5 hours etc. Hope this helps. Many Thanks Adam

Thanks @TrevorHarris for confirming this isn't something that is currently possible. Thanks for looking to get this added to the roadmap.

Thanks @Steve Giller, I'll take a look into this, much appreciated.

Apologies for hijacking this thread. But I'm in a very similar position to Jeremy, but our team reach out to admins once they've got the approval manually via email or teams. As there are only two of us, sometimes it can get a bit much, but we've continued to limp along with this. @HHH I think your task completer role would be a very useful role, which we could perhaps role out to our team leads. Is this a custom role you created and configured? I had a look at the roles briefly and the wiki and couldn't find such a setting. I'd be keen to know how you've configured it. Many Thanks Adam

Hello, I was wondering if it would be possible to have some sort of chat expiry time out period of inactivity. I've looked at the live chat settings and couldn't see anything obvious. We sometimes find that our chat will show as busy because sessions have remained active and need to be manually closed down or cancelled after the session has ended. I think a timeout setting is what we need after a period of perhaps 60 mins of inactivity has anyone managed to set something like this up? Many Thanks Adam

We still have the issue here as well. I presume it takes time for the patch to make its way to each instance.

We are now getting this issue

We have Hornbill ITOM (IT Operations Manager) and one of its many features is to be able to automate tickets using runbooks. We use this for automated releases, where we have a known maintenance window supplied by our vendors, which then raises a change on a set date and time, with details we've pre-configured, for example application Y - quarterly update. There are a whole host of automation opportunities of which we've used to great success, it might be worth taking a look at it.

I could see some benefit for us to, if this was a feature, so will +1.

+1 this is happening to us also.

Hello, I thought I'd try and reach out to other forum members who may using Teams chat virtual agent Hornbill Service Manager integration to get some ideas. We're testing this at the moment, and we've been able to get updates, and pull back out FAQ's. Where we differ from some customers, as we have multiple different Incident and Request catalogue items, based on service. I'd be keen to understand how others are using that might be in similar setup. Failing that I think it might be an option to set up a new service in the portfolio exclusively for the use of virtual agent and have an incident and service request for virtual agent interaction tickets. Thanks in advance Adam

Just to provide an update on this. We've shared this button to our senior leadership team within our IT department as well as ourselves in Service Management, and it's working very well.

Thanks @Steve Giller that's a good idea. I hadn't thought about custom buttons behind an Auto Task to achieve this. I agree we'd need to be sensible on who we make the button available to but that gives me something to go on. Many Thanks Adam