Gavin James - SDDC

Hi James, yes it is set to Public, and yes it worked to a personal address, thanks for both of these points. Maybe I'm getting confused with the address the email is coming from, we have white listed Hornbill.com and Live.Hornbill? Maybe i'm missing something? Thanks Gavin

Afternoon, for a while now I have struggled with trying to get images working within our Hornbill emails. With the new Hornbill Library I was hoping that this would conclude the issue. The South Derbyshire logo you see below works fine the URL links direct to our Website which is hosted externally. The image underneath that is broken is stored within the Hornbill Library. We have white listed the Hornbill address, I have even allowed the images to download through the Microsoft Trust Center on my local Outlook account. Still no joy. I have tried a few images to see if I did something wrong. The surprising thing is that when I press reply the broken image appears fine. Just need some direction really please, is this issue my side? Thanks Gavin

Afternoon, I have a particular Business Process whereby I would like the resulting support call to start it's life as being "On Hold". But as you can see I can't see the option in the drop down for On Hold? I can see from looking at the Information icon that you can definitely do this, so I think I'm missing a trick here?? I have also setup a Sub status which is configured to put the call On-Hold. I have just tested my new business process and it just raises a new call with "Open". Thanks Gavin

Hello, my name is Gavin James , I'm the ICT Service Desk and Project Manager for South Derbyshire District Council, over the last year I've made steady progress on the development of our Hornbill ICT Service Desk solution. I'm trying to reach out to individuals in similar roles to talk through the Business Processes and Progressive captures we all have in place and to share some ideas for the future, particularly if you are within a Council / local authority environment as I'm sure we will have many similarities in our processes / procedures. I've developed the Hornbill solution myself (with the aid of Hornbill expert advice). My focus has been constantly switching between developing backend processes and the forward facing customer portal. Which means I haven't had a single focus point, but has enabled me gather experience in the complete Hornbill service manager offering. I have introduced, Text Messaging, Single sign on, made improvements to the Business Processes e.g. Auto emailing. Introduced Automated tasks to save my engineers time and improve how the service desk operates. Reporting has been a focus together with the development of Dashboards, delivering transparency on performance and ensuring the teams can see their work load at a glance. For the Customer Portal a big focus has been the development of the Progressive captures, this has enabled a better customer experience e.g. the progressive capture now takes customer on a most simplistic journey with automation helping pull the customer requirements together, and direct the customer better. One of the big changes to the customer portal was the introduction of only two support options: "I would like to make a request" and "I would like to report a problem", expanding the service options thereafter. This has helped us direct customers better, and allow a better customer experience, although wouldn't have been possible without the development of some backend automation. We are set to Launch our latest version of the Customer Portal at the end of March, which is really just an improvement on the look of the solution rather than backend development. If you are interested in sharing your ideas for the future / current setup then do please get in touch. Gavin

Nice one, thanks for this. this has worked!

Afternoon, I've done this many times, but for some reason today I can't remember how to add a new support team to the service manager e.g. 1st line queue. I can see where I review a support team and make changes, but not where I create one. Thanks Gavin

This is great, thanks for your help, implemented this and working

Hi All, I'm currently setting up a new starter process, I would like to get an email automatically sent to a unit manager if a particular progressive capture outcome is reached. But I can't see how to do such a task? Is there a way to send an email based on a particular set of answers from a progressive capture? For example, I have setup a "Simple List" with all our department roles, but if the user selects "New Role" from the list, then I would like an email to go to a group of individuals. Thanks Gavin

Thanks for the support, I'm off and running with this now. Gavin

Morning, I'm currently setting up a Sub-status on the Service Manager, see the Sub-status in question below, I can see you can "Enable Suppliers" so I have turned this to yes, thinking that when the sub-status is selected on the Service Manager (within a call) the Service Manager will allow you to connect the supplier to the support call. I've looked on the Wiki pages but can't find any details around the "Enable Suppliers" button so not entirely sure if my expectation is correct, and if my assumption is what should actually happen? But secondly, when I do select the Sub-status on the Service Manage (within a support call) I get the below error, do you know what I'm doing wrong?

Thanks for the update James, yes I looked around at the regex validation also. I keep thinking my approach to the problem is wrong, open to suggestions on different ways of validating fields.

Afternoon, I'm currently creating a Custom form within Progressive Capture for my customers to complete. Is it possible to develop some logic that doesn't allow the user to submit the form without two particular fields being identical? The fields are just standard text fields. e.g. If Fields A = Test Account, then Field B would need to be "Test Account" to allow the form to submit. Like what you do what you have to enter you email address in twice on online forms. Thanks