[Customer Escalations - ability to identify & report on these]

+ 1 

[Holiday application]

Apologies for resurrecting an old thread, but I see this has documentation Holiday Manager - Hornbill on the wiki , and its obviously been a few years since last update , is this available ?  or going to be ? 

[Disabling assignment of tickets to certain users but enable tasks]

On 7/28/2022 at 10:18 AM, Steve Giller said:

Yes. If you ensure that the Managers are not in a group that supports the Service they cannot be assigned the Request, however this will not prevent them from being assigned Tasks that are linked to it.

Thanks Steve, will they still be able to open up the ticket itself and view as per an analyst if they are not in the 'said' queue for that request? (apols for tardy response) 

[Disabling assignment of tickets to certain users but enable tasks]

Hi

 

We have a certain amount of managers who are part of teams. These users may need to actin tasks such as Change approvers etc. But we do not want tickets to be assigned to them, can this be done without preventing tasks? There are set to unavailable but tis doesnt seem to prevent it if manually assigned 

[Measure and Widgets - Importing / exporting like you can reports]

Ok, this is likely to be a very stupid question and I did do a search honest. 

 

In the spirit of don't re-invent the wheel I have used reports in the Demo sandbox to download and then customise for our environment. I cant seem to find a similar facility to do the same with measures or widgets?  Does one exist? Feel free to tell me its a dumb question as well  

 

Regards

Si

[Automating task completion]

Hi @BillP

Which iBridge integration is this using ? I would like to investigate doing this for our Starters and Leavers process.

 

Kind Regards

Si

[Service Portfolio - Report or Export ?]

Hi , cant find an option to export the Service Portfolio or a report on the Service Portfolio , is there one, has anyone else got one that I could perhaps adapt? Thanks 

[Service Level Indicators - colour codes in Request List - in breach how to set?]

Thanks David,  had used the other two Service tags but not SLT, what a dunce I am, much appreciated 

[Service Level Indicators - colour codes in Request List - in breach how to set?]

Request List - Hornbill Wiki at the bottom suggests this is defined somewhere or switched on, I am trying to find where as I would like to have a colour code for analysts to easily see their assigned requests approach or in breach. Can anyone direct me to it? 

 

Thnaks

Si

[Enhancement: Ability to create new calendars]

+1

[On Team Reassignment - The ability for Hornbill to apply assignment rules such as 'round robin']

Thanks Steve , I will take that back to the team 

 

[On Team Reassignment - The ability for Hornbill to apply assignment rules such as 'round robin']

Hi

We would like to explore if an enhancement to request reassignment can apply team based auto assignment rules. Currently we have round robin on requests that are raised to the Service Desk team , but when our Service Desk team triage a call and it need to go to 3rd Line , 3rd line assignment rules dont apply ? 

 

Regards

Si

[Bulk incident sub-status update?]

+1

[HOW DO I: Create a report to show Full Users and Collaboration Users]

I would like to run a report on licenced users that shows a Full user ( agent) v Collaboration User (limited)  in what area would I need to be in Administration and against which entity does this report need to run.

 

Thanks in advance. Simon Adams  

[Creating a Team Holiday Calendar]

+1

[Change Calendar available to all staff]

an .ics feed would be an ideal solution? 

[Change Calendar]

+1

[Change Calendar access inside the the employee portal.]

+1`

[Can a progressive capture workflow be triggered on login?]

We would either like to find out if its possible or to request an enhancement to allow either 

1. a PCF upon login or 
2. Enable for certain users 

We would like to send out a data capture to our users to confirm if their user details are up to date or need updating so we can use the data in a data cleansing exercise for AD or other systems to be able to force this on login would be useful as a one time action,

 

I suppose its possible to send people a link to a catalogue item as an alternative?

 

Has anyone else had this requirement?

[Ability to save a form before sending it]

We would support the request to be able to save a draft before its moved on to the next stage. From a business process its reasonable to need to update a draft over a number of days before submitting to the next stage as well as the autosave for cases of network connectivity issues  

[Customer Timeline Update Template - URL embedded between Employee Portal and Company Portal]

Thanks all that has solved it 

[Customer Timeline Update Template - URL embedded between Employee Portal and Company Portal]

We are struggling configuring email notifications that go to our users. We have users on the Employee Portal and we have users on our Customer Portal. Currently the email that goes out embeds the url or our instance an defaults to the Employee Portal. Our external customers who receive the notification email get the url to Employee so therefor cannot follow the link 

live.hornbill.com/oururl/catalog/com.hornbill.servicemanager/request/{{.H_pk_reference}} is what is in the template and we cannot change that ? Has anyome come across this or do we need to raise an enhancement request

 

Which for a customer wont translate 

 

http://customer.hornbill.com/oururl

 

 

[Customer feedback answers with icons?]

+ 1

[How can a user escalate their ticket within Hornbill ?]

Thanks for responding, I was hoping that a team manager would be able to see escalations from a user, a good metric to use regarding how well we are performing, do we have a prioritisation matrix issue

[How can a user escalate their ticket within Hornbill ?]

Hi All

New customer here , we are aware that an Licenced User/Agent can escalate in Service Manager but what is available to a user to escalate their SR/Incident ? 

 

Regards

Si

 

SBC