[First Time Fix Query]

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

[Chat Busy Measure]

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

[Can we make Closed Status more prominent]

+ 1 also 

[Email templates fonts]

+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

[Dual Claim SSO]

Hi,

Feature Request:
The ability to compare against TWO claims in the SSO.
Now, it is possible to configure another SAML Claim field (than NameID) to be compared against the logon ID.
We would like it to be configurable such that a second Claim can be checked if the first (NameID) check fails.

[Links on Bulletins]

Hi,

Is there any chance we could update the below to include external links?

It would be handy if we need to prompt users to action something on another site, for example.

 

Thanks!

Will

[Basic User Hornbill Logo Link]

Just to add to the above if it helps. If a basic user click the logo, it takes them to www.hornbill.com, however is a full user clicks it, it takes them to the Instance homepage.

Thanks,

Will

[Basic User Hornbill Logo Link]

Hi,

Not sure if this is a bug or as designed.

On Basic user accounts, when they click the Hornbill logo at the top of the page near the search bar, it takes them to the hornbill website and not back to the company home as it does for full users?

We did have this problem during our onboarding and believe it was fixed then but cannot be 100% sure.

[Chat Busy Measure]

Hi,

I am looking for a way to measure chat 'Busy Time' i.e. the amount of time per day/week that there is a maximum number of chats open, and it is displaying the busy sign.

I've had a quick look on Chat Reports and Analytics, but can't seem a way to pull this data.

Anyone know if this is possible?

[Visibility of Service Desk Tickets]

@VictorThis has worked - thank you so much!

[Visibility of Service Desk Tickets]

HI,

Is it possible to have a catalog item that is not visible for customers to raise requests on. But is viewable and usable by agents and can be seen by the customer in their active requests?

 

We have a catalog item that is set to service desk visibility so customers cannot raise requests on it, however when we as agents raise tickets on it, the customer cannot see these tickets on their service requests. 

[Max Step Count]

Hi,

 

Is there a way to limit the Max Step Count/ change it from 1000? We have an error in some of our processes (already being resolved) where it loops and continually sends a resolution email.

Can we limit the 1000 step count limit so that it doesnt keep looping and sending so many emails out?

[Notification Changes for Chat]

Hi,

In addition to the current yellow 'New Chat started by X' and the noise it makes, we would ideally require the option to turn both the sound / Hornbill and Desktop notifications on for all messages in the chat that the advisor has taken. There are instances where the advisor may be working on another window/screen and may miss the chat as there is no notifications currently 

[Default Pasted Text Colour]

Hi,

Is there any way to change either the default font colour to be black and not automatic (on emails) for text that has been pasted into the email? the only setting I could find is this one below.

 

If this isnt possible, is it possible to set Automatic to be black?

[Send Resolution email if resolution visibilty is customer]

Hi @James Ainsworth

Unfortunately, it is fairly random. We use the send resolution text node in all our BPs, but there maybe occasions where we don't want to send this.

Any ideas on a way round this would be much apprecated

 

[Send Resolution email if resolution visibilty is customer]

Hi,

We currently send out all resolution text entered on a SR but are looking for a way to only send out an email containing the resolution text IF the resolution text visibility is set to customer.

I have tried using a decision node, but cannot seem to find anything to look for visibility.

[Customer Information]

Hi,

Where can the information here be customised?

I am looking for a place to remove the Feedback option and add in other fields but cannot find anywhere to do this?

I thought it was on the Progressive Capture under Customer Search > Additional Display Fields but this does not seem to make any changes to the form?

[Showing Email Info on Timeline]

Hi,

I am looking for a way to display email To information for an incoming email that shows on the timeline.

For example, If a customer responds to an email we have sent but then adds another person in the To field, this does not show up on the timeline.

Is there any setting to enable this?

[Reopen if Email Received]

HI,

Looking for a hand setting a request to change status if an email is received. The plan is to set the status to resolved and then if an email is received to the SR to reopen it and notify the owner but cannot seem to do this. I have tried using both suspend wait for status change and wait for request update and setting the Goto If for reopened to Hornbill Automations->Get Request Information->Status contains ( open ) OR Hornbill Automations->Wait for Request Update->outcome == success to include if the agent or customer reopens it on the portal but nothing seems to work.

 

[Email rule to move once SR logged]

1 hour ago, James Ainsworth said:

Hi @will.good

I just wanted to confirm if the agents are manually raising requests from an email in the Email View and once the request has been raised you would like to move the email to a particular folder?

HI @James Ainsworth Exactly that but would like the system to auto do this rather than the agents have to go back to the email to move it 

[Log Chat to Existing SR]

Also the option to export chat/download as PDF where we need to share/archive outside of Hornbill would be very helpful

[Email rule to move once SR logged]

Hi,

I'm trying to create a rule to automatically move an email to a folder once an agent has raised a new service request from that email. Not sure what Rule Expression would be best to use here?

[Autotask Assign to Current User]

Hi @James Ainsworth

I have copied what you have sent over but it is still not liking it for some reason.

Stage :	Stage 1
Node :	Assign to Owner
The node requires at least one incoming connection

accept-request.draft.bpm.txt

[Autotask Assign to Current User]

Hi @James Ainsworth

Just trying to add this in, can't seem to understand how to get the info to use this variable?

 

I have tried the below but get the error of "Warning : The node is referencing a context variable that does not exist - &[global["session"]["userId"]]" 

[Log Chat to Existing SR]

Hi,

We need a solution to be able to raise a chat to an existing Service Request.

E.G. Customer raises a live chat to provide further information on an existing case, we should be able to apply that chat transcript to the already existing request.