will.good

HI @Daniel Dekel On the main homepage under the Services section Example below and our colour settings

Hi, Since the update this morning, our service icons on the homepage have changed colour to blue, and we cannot change this. Please change this back. Thanks,

Hi @Mohamed Great thanks for coming back to me. Do you happen to know the name of the setting that needs changing? Just want to make a note to update it when the next release is out. Regards, Will

HI @Mohamed Thanks for coming back to me. What specifically has been resolved, sorry, is it the employee number not appearing? Regards, Will

Hi @James Ainsworth Is this how you would expect the wait for status change to be used? Specifically the decision node after it. I have tried your suggestion, but It seems to bypass the wait for status change node and just reopen it straight away, for some reason.

Hi, When moving to IC, employee IDs are no longer displayed when searching for customers, this has been swapped to the email address. Can there be an option to specify what to display here, or can it be changed back to employee IDs? If this is not possible, can we add Employee ID as an Additional Display Field? Also, Could we potentially have some further control over which variables are displayed for connections in requests, currently it is only Job Title that is viewable, we would like employee IDs to be listed here too.

Hi, In our Business Process, requests are in Resolved State for 5 days and then auto close. We have noticed with a few requests lately that they have auto closed even after the customer has reopened the request. My thoughts are that the decision node, seeing that the request has been reopened would go down the No Match route and stop the 'wait for request update' timer (to stop the request from closing) but this is not the case. Does anyone have any suggestions on how to make it behave this way?

@Victorwhen people are terminated from our main HR system, they are then subsequentially archived in Hornbill. Sometimes we get contacts from them after they have left (emails/phone calls), and need a way to be able to log these on Hornbill ideally (currently we have to set them up as an external contact which seems unnecessary as they still exist in HB)

Hi, Is there any way to for an agent to raise a request against an archived user? I can't seem to find any settings that I think would allow this currently? Thanks

Hi, I haven't been able to access the success site since last night, the page loads, but it is just completely blank. I have tried multiple devices/browsers and are getting the same. I am trying https://success.hornbill.com

Hi, When sending an email in a request, there is no way to set priority. However, there is when sending an email from the inbox. Can we please have this option added to the email function inside of requests.

Hi @Steve Giller This is using the reports area in Service Manager settings. Report is using SQL Schema Designer These are the only fields I can see

Hi, Can we please get the last updated date added to the reports builder for requests? I can only see Last Updated By/ID/Type/User Type currently Many Thanks

Thanks @James Ainsworth So helpful as always!

Hi, Is there any way to run a report that includes User's custom fields 1-8 (attributes)? I can't seem to find anything that includes these fields. I have looked in h_sys_app_user_settings h_sys_app_users h_sys_user_profile_viz h_sys_user_profiles If anyone has any suggestions, that would be greatly appreciated Thanks!

This seems to have happened to us too for a few minutes. Do we have any idea what has caused this? Thanks, Will

Hi, I'm certain there used to be an option to delete a timeline update that was posted by an agent? Has this been removed, as I can't seem to be able to find this setting anymore. Is there any role that can be given to admins/super users to enable this?

@Victor Sorry I'm still not with you, we have a number of other routing rules that work in the way that I need this one to for other mailboxes on our instance. What would you recommend I do for wanting to move an email with a certain Subject to a specific folder? Thanks, Will

Hi @Adrian Simpkins Thanks for getting back to me! I have just added this in and it does not appear to be working still. The subject of the email I have been testing with is 'FW: RE10019262 : New User: Secondment' It does not take any action on the email once sat in the inbox. Thanks, Will

Hi, I am trying to create an email routing rule that when a subject contains the phrase 'New User' it moves it to a certain folder. I have set up rules previously but cannot get this one to work I have tried using Subject LIKE 'New User' but this is not working. I have had a quick look at the wiki for this and it is not overly clear where/when a % should be used

Hi, Is it possible at all, When using the suspend wait for request update node, to also include email updates also? So effectively, it would be wait for request update and email update. Could this be achieved through parallel processing maybe?

Hi, On the criteria for setting a firs time fix it states the below: This option checks the maximum time a Request remained open prior to it's resolution or closure. Provide a duration to include this rule, to determine a Request's First Time Fix flag. On our instance we use two status', New and Open. New is where it is in the service desk awaiting being picked up and when it is assigned to someone it will change the status to open. Does the above criteria look for when a request is first logged or when the status becomes 'Open' Thanks, Will

Hi @TrevorHarris, This is not what I am looking for. Currently, we have max chats set to 8 before chat is displayed as 'Busy', I would like a way to measure the time that chat is in the busy state for, so we can see the amount of time when no new chats can be raised by customers as we are already maxxed out. Regards, Will

+ 1 also

+1 for something similar to this - it would be good if there was a way to upload custom fonts into the system. We have a global brand font that is our preferred typeface. We were able to use this in Supportworks, it would be good if that feature was replicated in HB