will.good

Hi, Simply enough - we'd like to be able to delete contacts (rather than archiving them) WITHOUT using the clean utility. The same functionality exists for deleting basic and full users from the system, so would like this extended to contacts too.

Could one of HB Staff tag this as an enhancement based on this comment please?

Thanks @James Ainsworth, We'd like a way to be able to either set a retention period or a select all to be able to delete them. We don't use the HUD on requests so would not be missing this and if we need to refer back to a request we just use the timeline. It seems like we could have quite a significant space-saving by not keeping these which we would value more.

HI, We have seen some emails that are not formatting properly in the inbox, they come through in Courier New Font and don't wrap to the message preview window meaning you have to scroll sideways to view the email. This never happened in the old UI. Can this be fixed please?

Interesting. We do regularly check any that error and resolve these. We have nearly four thousand pages of completed workflows dating back to 2022, so I'm not overly confident that they remove after 7 days...

Hi, A very minor ask - but something we find fairly annoying. Can all system lists in Hornbill please be sorted alphabetically - e.g. this list of fields from Service Manager reporting. Would make finding things so much easier. In the below we go from C to D to L to D - it just doesnt make any sense

HI, In the interest of storage space, how long are completed business process kept for, and is there a way to set a retention period for them? after which they will be deleted?

Hi, Whilst the resolution text box now supports wiki mark up, when sending the resolution text out by email, the wiki mark up is not included, and it shows the unformatted text... Not sure if this is an oversight but seems a little bit odd?

Is there any chance the colouring of the user could be changed as the white text is quite hard to see on the grey background

Hi, Can we raise an enhancement to add times to System Exclusions on the Working Time Calendars? Use case would be where we have different opening hours (for a Bank Holiday for example) we could add a Holiday in from 16:00–23:59 so that Live Chat could close at that time. We have this currently in our Telephony provider - just means we can add in days when we might have different opening hours all in one go rather than having to amend the Working Time Calendar to cater for early closures/ late openings (and then to remember to change it back!) This is how we would enter it for our telephony system

+1 for us also please

Hi, We have an intermittent bug with Live Chat. When a customer raises a LC, and it then is accepted by an analyst, sometimes this does not load for the customer so they still see the spinning HB logo whilst the agent is sending messages to the chat thread. We haven't been able to replicate this on demand but have seen multiple customers mentioning this (this even happened when we were doing a demo of LC to a partner department, but we thought nothing of it at the time) Has anyone else had any problems?

We're having the same issue here

Hi, When creating new users via CSV import, is there a way to populate the custom fields and home organisation via CSV also?

The page switcher on org structure doesn't work (we used to have over 150 pages) the child org counter also doesn't work

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.

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

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.

+1 for us also. This would allow us to automate a couple of extra steps in our processes

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.

@Patrick BolgerThank you - I'll take a look!

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!

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.

@Steve Giller and I'm assuming that full authorisations can only be used for full users?

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