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will.good

Hornbill Users
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Everything posted by will.good

  1. We're having the same issue here
  2. Hi, When creating new users via CSV import, is there a way to populate the custom fields and home organisation via CSV also?
  3. The page switcher on org structure doesn't work (we used to have over 150 pages) the child org counter also doesn't work
  4. In Service Manager reporting, when using data preview, the layout preview and action buttons are pushed to the end of the screen. The data preview box appears not to be wrapped properly.
  5. I'm nitpicking here - but it's a minor annoyance. The request list header bar doesn't sit flush to the top, so there is a small gap where you can see things flying past when scrolling down the request list Could I also ask that columns auto size correctly when the page first loads? It's not easy on the eyes when column width is changing as you're scrolling down the list
  6. Hi, We are also seeing issues with some email formatting in the new UI - some emails do not format correctly. I can't share any examples on here, but they come through to our inbox with the wrong font (courier new) and the text is not wrapped to the preview window, meaning we have to scroll sideways to read the remaining text.
  7. +1 for us also. This would allow us to automate a couple of extra steps in our processes
  8. Hi, Sorry, this may seem like a lot to ask for, but I don't think any of these would be overly difficult to implement? When filtering via Service Manager Category and Closure Category, it appears to be using the code ID rather than the Code Name, despite having to select the code name from the profile tree. This has caused issues for us this week as we have reimported our profile tree where we have updated a load of the Code ID's (but none of the Code Names) Could the filtering be changed so that it looks at the Code Name instead of the Code ID? Additionally, could I also raise an enhancement for the closure category filtering to include the below options which are on the category filter: Currently, it only contains Is and Is Not Also, it (I think) could work better if the contains and does not contain filter options are free text rather than having to select a profile code? Currently, we use Service Manager Reporting to use wildcard filters such as looking for codes that contain the word '%performance%', whereas this could be done on the service manager filtering instead which allows you to open any requests there and then from the request view. Not only is this an easier way to filter but means you get matches across different codes rather than having to select multiple codes from the coding tree and filter seperately.
  9. Hi all, We are looking to drive more of our customer base to use Self Service instead of telephony / email to contact us. Currently, about 25% of our contacts are through SS. All of our internal customers have access to our Employee Portal. As much as I would (really) love to, we cannot turn off email / telephony for a number of reasons, mainly because we deal with a lot of Sensitive/HR stuff that is best over the phone and also our Pre Hire employees don't get access to Hornbill until their hire date has passed (something we are working on changing) Does anyone have any top tips from when they have shifted people over? What's worked/ what hasn't and the impact this has had on your teams? We have been live with Hornbill for just over 2 years now and whilst we have seen a natural uptake of portal usage, we are looking to really push this in 2024!
  10. Hi, Have raised here as not sure if a bug with just our instance or not. When typing @ and then the name of the person we wish to mention, it takes about 7–8 seconds to load Is there anything that can be done to speed this up? We find not many of our team use it due to the time it takes to load.
  11. @Steve Giller and I'm assuming that full authorisations can only be used for full users?
  12. Hi, What is the name of this email template (for external authorisations)? We need to amend to add our branding/logo as the people this could be going to might not have a clue what Hornbill is
  13. Same with our team. Could we introduce an 'always on' toolbar with the wiki mark up options on? Similar how the toolbar works in the Email Action? From using other applications (even adding a post/reply on here), it seems a more natural place to put it would be at the top of a text box, and would solve the issue of it hiding the category picker. A replication of the options and design available below would be a simple and fantastic alternative that, I think, would sit much better in the resolution action.
  14. In terms of tracking clicks, something we have recently started using is the table h_sys_pagevisit_log. This shows who has visited a page and when, with some manipulation can be fairly useful! We are using this to measure engagement across different employee portal pages currently.
  15. Thank you Trevor, It would be good if in the future, links from the employee portal widget could be opened in a new tab as an EBI
  16. Hi, We are going to be launching a few new pages of our portal to our customer base soon and had an idea for an enhancement. It would be useful (for us to measure portal feedback, but for other users as Buzz questions, I'd imagine) if there was a widget that we could collect adhoc feedback in / ask set questions. Simply we would like for it to be able to ask a question and record an answer (via dropdown, radioset or the other options we use currently in ICs) For example: How have you found our Portal Self Help Guides? Very Useful Useful Needs More Work And so on... In terms of collecting this data, I'm thinking a table that would collect the below information: Date received (date and time they have answered the question) Question (the question that was set at the time they answered) Answer (the answer they have provided) Answered By ID (user ID of the person who has submitted an answer) I understand this can be configured in the Request Feedback in Service Manager... but we are expecting customers that are using self-help to not log a request, so it would be helpful to collate information another way from this group and potentially quite a powerful simple engagement tool.
  17. Hi, We are about to start using Document Manager links (bookmarkable links) on a load of our Portal pages. When a customer clicks a link to a document it obviously takes them to that linked document (in our case PDFs) However, when I use the browser back buttons to get back to the original portal page it takes me back first to the 'document launch page' and then I have to click a second back quickly to get back to the original portal page I was on. If I am not quick enough on hitting the second back, it takes me back into the document and there is no backwards journey to get back to the portal. (not sure if i have articulated that very well) As a quick fix, is there anyway we can set document links to just open in a new tab?
  18. Hi, In the request insights, it appears to be showing that all our requests start off as being in a status of Open. On our instance, once a request is logged the status is set to New and then when it is assigned an owner it will change to Open (done via Business Process) Is this a bug or as designed?
  19. Thanks Steve, we have checked with other members of the team and it was because the user had a Full Access role - this is now working for us
  20. Hi @James Ainsworth, I can see this was released in build 2997 on Tuesday, we are however not seeing this working as expected
  21. Hi, I see this has been released on the ESP (3843) update yesterday - where is this located? I can't see it in Platform Config > Profiles? Is there any user guide/templates for doing this? Added new admin feature making it possible to import/export profile code sets
  22. Is there no way to do this for the entire instance? We have 200,000 users, so don't really want to have to do this for each one...
  23. Hi, Is there anyway to disable basic users from seeing the password options in their settings? We use SSO for our accounts and so allowing them to change/set passwords means they could still access if we disable their SSO account at termination.
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