will.good

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.

+1

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.

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

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.

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?

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?

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

Hi @James Ainsworth, I can see this was released in build 2997 on Tuesday, we are however not seeing this working as expected

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

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...

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.

Hi, Not sure if this is possible, but is there any way you can update an account's User ID (h_user_id)? Initially when we went live with Hornbill our support desk advisor accounts were created manually instead of via API, and one of our advisors had their user ID entered incorrectly. The box is greyed out on our instance, but not sure if HB Support can update via scripts or another way?

Brilliant - thank you so much!

Hi @TrevorHarris, Thanks for coming back to me. The majority of these are PDFs, however these still open initially via the view link above, and then the unique link for the PDF after Regards, Will

When using the request archiver to remove attachments from a request, the update that is posted on the timeline has a type of "Archiver" This isn't an option to filter to on the list of types So 'Archiver' post types are only visible if 'All' is selected... Can this be added to the below filter list, please.

@James Ainsworth Potentially! We like the idea of having a full breadcrumb trail of categorisation (i.e. Level 1 > Level 2 > Level 3 etc) so as long as tags allowed a kind of drill down, I'd be interested for sure. I do think a setting to be able to define which profile tree is used for categories or closure categories is definitely a missing feature though, and defeats the point of being able to add / delete entire profile trees (which I don't understand why the functionality exists to do so).

We'd be interested in this functionality. An email to say "you have been mentioned on SRXXXXXXX" would be useful for us -could this be marked as an enhancement please?

This is going to be a fairly big issue for us... We are soon going to start to divert a massive chunk of our customer base to self-help articles that will be hosted in document manager (already near to 500 different documents covering a range of areas from HR to Technology)... we need to be able to see how many views these are getting so we can measure impact, as well as balance this off with a (predicted) decline in tickets across our channels (driven by pushing our customers to self-help) which will impact financials / spending for our department. Not to mention, it would be extremely useful to see which of our stakeholders are viewing the reports that we regularly publish to document manager. If I am looking at a document in a document manager library, the table above I mentioned (h_sys_pagevisit_log) records this: Why can this table not continue to record clicks through to the bookmarkable document links? For the example document above, this would be /docmanager/document/view/DOC20231000000044 as an example. These are the links that we will be sharing to our customers via pages on our Employee Portal, via email, and through some other areas of the business. It seems like the table above is already set up to work with recording page views in document manager, just not the actual documents themselves (which I feel is an odd point to stop at) This feels like a relatively simple solution to achieve, which will have a massive impact for us.

Hi, Under Platform Config > Data > Profiles we have created a new profile of coding tree, how can we define this to be used on either Closure or Request (in place of the ones we use currently) Note: there is no information on the Documentation site which clarifies this Profiles (hornbill.com)

How have you turned off AI Assist? I can't find a setting to disable it.

@Steve Giller we are also seeing the reqeust source when analysts are raising a new linked request via the Link Request action - is this expected? I'd prefer this to show as a source type of Analyst as it is being raised by an analyst and not an automation

Hi, Had a couple of questions around source types: On the source filter in SM I can see that there is an option for Post, how can we log requests under this? We sometimes see a source type of Request in our reporting - what are these, and how are our analysts logging these? is there any way to prevent these and ensure they are logged as source type Analyst?

Hi, How can we track document views? I have tried using h_sys_pagevisit_log as I thought they would be included in here, but this doesn't show any document views We require something either to mirror the above table view for documents or document links to be included in the above table ideally.

Hi @James Ainsworth Is there any update on when this will be released? Our timers / figures are becoming slightly skewed due to this as in our Workflows we lock actions until a request has been categorised and then assigned, but our agents are now able to assign without categorisation meaning the timers we have set up in our workflows for date assigned etc are useless currently.