AlexOnTheHill

The response I have had is that the user: "has software (JAWs and NVDA) that works on other programmes where it reads the script/words to her. In Hornbill she finds that this programme doesn't recognise the radio buttons on the selection at the beginning of our requests and other sections through our request form. We have to radial buttons but it's not finding the code it's written in. It starts half way down the page." Is there something specific I can ask them to help pinpoint what is happening here? Thank you for your assistance

Thank you so much for getting back to me I have implemented the custom button and am testing with it now, it looks like this will achieve what we are looking for. I had initially selected for the task to update the first time fix but couldn't see clearly how to implement it, the above seems to do the job.

Hello, Would it be possible to implement the ability to show a custom button if a reference is raised via an agent rather than through self service (ie by the Source value)? I presume a workaround would be to populate a custom field with the source and then use the custom field to dictate the button visibility. Ideally, we would prefer this filter directly because setting custom values would require multiple business process updates. Many thanks Alex

Thank you for getting back to me so quickly, I am aware this option was explored and declined during out onboarding. I am looking to define a button / activity which would allow an agent to manually define a request as a first time fix - effectively just the same as it was in SupportWorks. I hope this makes sense.

Hello I have been asked to take a look at implementing a button which would set the first time fix for a call To achieve this I have created an autotask to set first time fix and linked that to a button visible to a specific team Having tested it, it looks like the value is not being defined and I have a few questions: Would the button not have an effect on a call if it is already in a resolved state? If someone selects first time fix in error how would that be unset? If this cannot be achieved using a custom button how would we be best able to define a first time fix? Would this be better achieved by defining a mandatory task to state whether a first time fix has been achieved? Many thanks

Thank you for getting back to me I am querying this with the user and will feed back as soon as I have a substantial answer

Hello, I have had a request from a colleague to help a user who cannot use either JAWs or NVDA screen reader applications with Hornbill. Is this something you have come across previously? Does anyone have any recommendations? I have suggested the dark reader extension for help with visual impairment but I believe this user to need the use of screen reader software. Your help and suggestions are appreciated. Alex

Hello, I have been asked if it would be possible to control who has the ability to see/use a custom button. We have a custom button that performs additional actions when an incident becomes a major incident. I have looked through the filters for the custom button and can see the below options may work for us: Filter by owner - this works if I set it to a specific owner but doesn't support a list of owners, only one owner. Filter by team - we can add a filter to say that calls can only be escalated to major incident if they are assigned to a specific team, for example we could set it so only calls in the Change and Problem Management queue can have the button. Filter by external reference - if we said to add a key word to this field the Major Incident button could be triggered to only appear then. None of these options seem particularly suitable, would it be possible to add the following: Filter by user role - we could define a MI role which users can be added to allowing users with this role only to see the button. Filter by user organisation - we could define an organisation for Major Incident Authorised Requestor and add specific managers to that organisation so only they could see the button. Filter by multiple values - currently we can add only one value to a filter, adding multiple owners, for instance, sets an 'and' condition rather than 'or' and as a call can only have one owner the 'and' condition would not work. Could we either have brackets to allow for an 'or' condition or the ability to have multiple values within one filter? (perhaps we can already, I have been unable to get this to work). This would be useful for filtering by multiple owner names and multiple statuses (for example: to filter out resolved, closed or cancelled calls) If there are any better suggestions for a solution here I would be very grateful for your advice. Many thanks

I have attempted to customise the login screen on hornbill to bring the login in line with our corporate branding. When uploading an image with the ratio suggested from the Wiki here: https://wiki.hornbill.com/index.php?title=Login_Screen the image does not scale correctly on the screen, either the top and bottom or the left and right are cropped. I understand this happens because not all screens have the same ratio/resolution. The behaviour of the scaling seems to indicate that the image is anchored to the centre of the page (leading to clipping to the top and bottom or left and right when scaled). Would it be possible to add an option that either allows you to anchor to the top right hand corner (leading to clipping of the left and bottom when scaled) or bottom right hand corner (leading to clipping of the left and top when scaled). This would help organisations align text within an image without the risk of losing it off the top, bottom or right hand side. The current scaling behaviour means you have to make the text central to prevent it being clipped. I have also been asked if it would also be possible to make the right hand panel transparent with only the central logo, text and buttons non-transparent, feedback from adding an image is that the right hand looks quite stark against the login image, users have said they would prefer the login image be visible through the right hand column with only the login box being solid.

I see that resolution categories are defined against a service. We have received reports of instances when an incident was presumed to be one service but then the resolution was provided by a different supporting team. That team was passed the call but they could only see the initial service's resolution categories rather than the ones used by the service the call should have been logged against. I guess one way to deal with it is to give all services all resolution categories but that seems to negate the purpose of picking resolution categories for a service in the first place. Would it be possible when reassigning a call to present the resolution categories for the services that team supports? I'm not sure I've explained that one too well but I'm trying to avoid a situation where the supporting team are presented with a call they cannot pick the appropriate resolution category for. I hope this makes sense, if there is something obvious I am missing here please let me know. Many thanks

Hello I have received a request to change the list of available columns in the request list to include the text from the latest update in the timeline (just like with Summary) I think confusion had arisen from Last Updated and Last Updated Date effectively showing the same thing albeit differently, the users expected to see the Last Update Text. I understand that the number of characters may exceed the maximum allowed to populate this field so perhaps it could show the first x number of characters. This would help agents to see the current status of all calls from one view rather than clicking into each one in turn. I hope this makes sense. Many thanks!

Hello, When defining a label in a progressive capture it seems to default to a faded grey, it is trying to be less prominent than the rest of the text. I understand that it is intended to not take focus away from the question however there are instances where the label is delivering information that needs to be equally or more prominent. Currently, I can work around this by using markup but it would be more practical if there were an option within the label to pick between alert (red/bold), bold and basic (grey). I have not yet needed a label to present information in grey, only needed it to show prominently so thus far I have needed to manually set markup for every label, this would certainly save time. Many thanks!

Thank you @AndyG We already make use of Service Bulletins, they are very useful! I am not referring to a Service Bulletin though, I am asking if the splash screen used on login can be customised to run on a carousel for a given period. That way you could have a login screen for January, February etc rather than one screen all year round. Thanks

Hello, I was wondering if it would be possible to add some further customisation options to the service portal. It would be really nice if we were able to allow for multiple splash images and cycle through them on a carousel for a given period of time, eg each day of the week, month of the year I have had a suggestion to have make our background image vary depending on the month and I agree it would be nice to see something seasonal. It would also be handy if we could add text widgets so you can say things like 'for trouble accessing please contact us at' etc Many thanks

Rather than trying to achieve this through the reports I tried to extract all the data then filter for the timeframes using excel, that worked a treat.

Hello, I would like to produce a report for management that filters for specific time periods throughout the working week. Ideally, I'd like to say show me all the calls to [x] department, not raised by self service, not in a cancelled status, logged between [time] and [time] over the course of the last year. Do you have any recommendations for how I might achieve this? I have been going through the filters and nothing quite seems to match. Theoretically, I could manually enter the specific time and date beginning and end date for each date manually but that isn't feasible. Any recommendations would be gratefully received. Many thanks

Hello, I have a request to create a process where the details are emailed to an external address and wait 5 days for a response. The response isn't a problem, that will update the timeline but is there any way for the email to also update the status? I was thinking to look for key words in the email subject to determine the status. Ideally it would be good if we could get the process automated, the only way I can see for this to work is for someone to monitor for changes manually. Many thanks, words of wisdom greatly appreciated.

I couldn't get in on Chrome but pressing F12, clicking application, storage then clear site data did the trick.

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Thank you Mary, that's really useful! It's a good overview of what's working which is great, sadly it isn't showing anything that's not working which is what I'm looking for. I have reports in a failed state under scheduling which don't show on the Scheduled Jobs page and those are the ones I need to quickly identify and manually fix. I guess I could use a process of elimination with two tabs but easier if I can just see the status from reporting in the first place. Many thanks

Hello While recreating reports which were created by a colleague who has since retired I have noticed that the filter within service manager reports is a bit limited. https://admin.hornbill.com/[instance]/app/com.hornbill.servicemanager/reporting/ It would be really useful to see which of the reports are scheduled and what the schedule status is (ie running, expired, failed) so you can easily identify which of a list of hundreds of reports require attention. It would be even better to see next scheduled run and report recipients too If these were added to the columns I imagine the filter would then be able to pick them up. I would imagine these additions would be useful for other areas of reporting also. Many thanks

Users are able to pin the details manually for individual issues. It looks like the global setting is controlled by the switch webapp.view.ITSM.request.details.pin here: https://admin.hornbill.com/[instance]/settings/application/com.hornbill.servicemanager/ Sorted

Apologies for the delayed response, I was referring to the Assign Action on a request.

Hello, I have had a number of reports from users that when they open a request or incident from the request list the details no longer automatically expand. Is this a design choice or a bug in the design? It would be ideal if we had the option to allow the details to automatically expand. I've double checked on my machine in incognito mode and confirmed what my users are reporting. Many thanks

Hello Currently, when trying to reorder the list of questions in a custom form we can do this by clicking the up and down arrow. Is there any way we can use a drag and drop to reorder the list? The reason I ask is that often clicking the up and down arrows repeatedly can lead to the wrong item being raised/lowered in the list. Many thanks