Sam P

+1 for a way to include attachments in the resolution

Hi @lee mcdermott updating Teams afterwards is currently separate and the dist list of Managers is external to Hornbill. Hope this helps

I have some complex questions in Node 1 that I want to put in Node 2 instead...could we have the ability to copy/paste individual questions between nodes instead of having to rewrite them?

+1

I have a similar query regarding bulletin size! It would be great if the bulletins could be a little more flexible

Thanks @Steve Giller sometimes the detail of the email itself needs to be tweaked so autotask or BPM automation wouldn't allow for this, also the template would need to be triggered at any time.

Is it / could it be possible to specify a fixed list of email recipients in an email template (when initiated from the request, not a business process or autotask). Use case: we use email templates to contact suppliers at different points of a request, if the email address could be fixed in the template this would make it quicker and easier.

+1 for being able to see the field name +1 for being able to see the mandatory fields

+1 for being able to direct Live Chat to different teams

+1 for having chat available by domain

+1 for having Snippets available in Chat... @James Ainsworth do you know if this has been put forward yet? Thanks

Hi Lee, we are quite new to Hornbill (live in July) but the process we have is as follows: Analyst or self-service user logs P1 We then use a custom button / autotask combo to perform the following actions: Increase priority to Major Incident Email the customer to let them know we have increased the priority to major incident and they are now an Impacted Connection on their original ticket Change the customer on the ticket to IT Service Desk, doing this means the original customer does not get bombarded with lots of ticket updates / emails but can still see the updates Send an email to external dist list of Service Managers Sends a message to Slack via iBridge integration, informing the whole IT department of the issue Create a Teams channel under our Major Incident Team so we can focus internal technical comms with those fixing the issue and use it for audit purposes if needed Comms to the wider business is sent separately via email at the moment. All subsequent customers affected by the issue get added as an Impacted customer, which means we only have one ticket to update. If it happens that other tickets are logged, we link the ticket to the MI, add user as a connection then close it using standard text saved in a Snippet. We don't use Problem Management at the moment. There are a couple of suggestions floating around the forum that would really help with this process, please give them a +1 if you feel they'll help you too: 1 . Being able to use the "affects me too" functionality on incidents (only currently available in Problem I believe): 2. Being able to see which tickets a user is a Connection of: Good luck!

+1

+1 for the asset viewer role, thanks

+1 this could prove very useful as we expand our use of Human Tasks

+1 for calendar integration

+1, we are currently not using PM so to have this functionality to use alongside Impacted Services would be invaluable

Would anyone else find this useful, or can anyone tell me if this is already possible? Thanks

Does anyone know or can point me in the right direction?

Would this help anyone else? If the bulletin sizes were the same size both on the carousel and in he service itself?

I also experienced the same the other day but got distracted before I could check any further, I was trying to move a card from one lane to another lane

+1

I use the Quick Links widget, where the link is directed straight to my Feedback catalogue item, works well for what we need:

Could the image shown both on the Bulletin Carousel and in the Service itself be set to the same size? Or perhaps the option to toggle on/off in the Service? Pictorial images are not such an issue, but you can see my dilemma here! Maybe I have missed a setting somewhere? On the left, an image from the carousel On the right, how it appears in the Service

Can anyone advise what drives the order in which Bulletins are displayed on the Bulletins carousel widget? Is it title? Date published, then Service? I've tried a combination of these with results that are not logical to me! Does anyone know? I think its a bit of dark art! Thanks