Jump to content

AlexOnTheHill

Hornbill Users
  • Posts

    198
  • Joined

  • Last visited

Recent Profile Visitors

The recent visitors block is disabled and is not being shown to other users.

AlexOnTheHill's Achievements

Community Regular

Community Regular (8/14)

  • One Year In
  • Reacting Well
  • Dedicated Rare
  • First Post
  • Collaborator

Recent Badges

22

Reputation

  1. Sorry, yes, I am aware that the search in the request list where you can create a custom view does allow us to see this. I have shown my colleagues how to use this too. I still think a date filter would help with the search results in the top search box.
  2. Hello, While searching for relevant requests in the search box in Hornbill I have noticed that I can only filter by Owner, Customer, Type, Service and Status but not by date. This would be particularly useful to help with identifying calls within a given timeframe - eg during an outage or after a change of process. I am aware that this can be achieved using the custom view however this would be useful within the search box too. If there's something I've missed please let me know. Many thanks
  3. Just checking in, any advice would be appreciated
  4. Is this proposal possible? I think this is something that many workflows could benefit from.
  5. Hello, I have users looking to implement Timesheets and I have received a request from management for clarification regarding the permanence of the entries recorded. There is a concern that once the entry is created it could be amended by the user or a colleague after it is reviewed by management at the end of the week/month. I understand that there is an audit history so we could see what changes are made any by whom but do we have a way to lock completed entries? I have looked for clarification in the wiki but cannot see an answer, I also cannot see whether someone in the same team with the Timesheet Manager User role is able to edit a colleague's entry. I would also like to know if there is a limit on the number of categories that can be created. Many thanks in advance, timesheets are a subject that did not come up during our onboarding and now there is interest in using the feature management are looking for some reassurance regarding the robustness of any figures they may use coming from them.
  6. Would it be possible to propose this as an enhancement request please?
  7. Thank you for this, I have given this method a try and it returned one result while I have been able to locate seven workflows that assign to this team so far. Is there an accurate way to report on this information?
  8. Hi, I have been presented with a piece of work to remove references to a specific team within our workflows. I have been trying to think what would be the best way to go about identifying those workflows through reporting. Is there a way to look at the team ID/team name within workflow tables? Is it better to look at request timelines and look for the specific phrase "The request has been assigned to the [insert name here] team by the Business Process Engine" and if so, how? I have tried the latter however the filter only has 'like' not 'contains' Any help would be great. I'm keen to not let this piece of work become larger than it needs to be and this report would give me an idea of scale.
  9. Would it be possible to advise whether what I have proposed is possible? Could it be considered as an enhancement request or is there a way to achieve this with the system as it is? I have asked about the reason for email/call response and it is very much on a case by case basis, I could make a custom button perhaps but the ability to say mark first response if a phonecall or email is sent would make more sense, I feel.
  10. Apologies for the delay in getting back to you, I will find out what the decider is here, perhaps you're thinking that I can factor that decider into a decision node in the workflow which is a good idea. I will see if that is something I can do with the team. I think the team most likely need me to look at the possibility of having a suspend node with multiple conditions - ie suspend pending email, phone call or email not suspend pending email, phone call and email. I would imagine having that facility would greatly help users mark a response.
  11. Any recommendations would be appreciated, thank you.
  12. Hello, I have a team who would like to mark the response timer based on when an email is sent to the user. In principal this is quite easy and I built the workflow with a suspend node, stage checkpoint and response timer set when an email is sent. In practice this isn't quite so easy because not 100% of their emails require an email to be sent and any request that doesn't have an email sent will not get a response timer. I cannot set two suspend nodes in series as that will require both a response and an assignment, I cannot set the suspend nodes in parallel as parallel nodes require all conditions to be met. How am I able to suspend pending email or assignment, whichever is first?
  13. Hello, This is a query that has come to me recently and I do not have an immediate response for. Is there any way to measure self service interactions which do not result in a request being submitted. For example, number of users who follow a capture to partial completion, number of clicks on the various options. Is that information available? Many thanks
  14. Hello I have received a request to remove a team from our instance and ordinarily this would be a straightforward matter however this team happens to be at the top of a hierarchy of teams. If I were to proceed I presume I would need to recreate the teams outside of that hierarchy with the same name and members. With that in mind I have a few questions: 1. Would the new teams need to be created before the old ones are removed so that all assigned work can be reassigned to the new team? 2. Would all the workflows that point to any of the teams in this hierarchy have to be updated or would the name be sufficient? I have thought about the consequences: new teams would need to be re-applied as supporting teams for each of the services, any reports that use the Team ID would have to be corrected and custom buttons visible to any of these teams would need to be amended but is there anything else I have not considered here? It may be that I can remove team membership and remove the team as a supporting team of all services so that it becomes invisible as a workaround but if the deletion is still necessary I thought I'd reach out before any action is taken. Many thanks in advance.
×
×
  • Create New...