will.good
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Enhancement Requests
Posts posted by will.good
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On 12/12/2023 at 21:13, James Ainsworth said:
Hi @will.good
Thanks for your post. Yes, we had already taken note of this from some other feedback. It is something that we are looking to include. Most likely it will be in the new year.
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.
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Hi,
If I am using the Create New button to upload / create a document, when already in a Library, It would be helpful if the document uploaded into that library.
Currently, if I do this, I still have to publish the document to the library.E.g.
Let's say I have a library called 'Self Help' and I want to upload a document in to this. I would like to just be able to go to that Library, upload the document and its is automatically sorted into that library. I shouldn't need to then share this document to the library I have uploaded it in.
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On 11/10/2023 at 11:35, will.good said:
Hi,
When using DB Direct, if you Hide the Table List, the Clear Execute Query and Execute Selected Text do not fit to the site of the screen (if using a scaled window) meaning you have to scroll to the side of the results to run the query
This is the same when using the actual query text box when composing a new query / editing one.
Just checking to see if this has been resolved yet? Still seeing this behaviour in the preview UI
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Hi,
Thanks for adding the Take Ownership button - this is something we are really fond of!
Small enhancement request - in our Workflows we use the Lock Assign initially when a request comes in (to force our analysts to categorise/update priority/urgency) - can the Lock Assign action be extended to this button and possible grey it out until it is unlocked in the workflow? -
1 hour ago, Berto2002 said:
Am I right in thinking you have this setting already?
If I were you I would raise this as a defect. The text in the setting clearly states it should be a read-only view; but a view that allows commenting on existing timeline entries is not a read-only view. I'd class this as a defect because it exposes all Hornbill customers to having their users commenting on closed tickets and never getting a response; a real risk to customer sat.
Ours is working correctly for requests that are closed, I'm asking if this can be made possible for requests that are resolved, as to force people to reopen the request if they need further assistance instead of just commenting on the timeline.
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Hi
Is it possible to disable commenting on timeline entries whilst a request is resolved? We are finding that some customers are just commenting on timeline posts instead of reopening the request, meaning agents are missing updates as the request auto resolves as the status hasn't been changed.
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Hi,
Is it possible to stop people creating snippets? Is this a right or role we can remove?
I'm aware of the Manage Snippets application right - but this is just the ability to manage all snippets, I think.
We have a lot of duplicate snippets, and want to be able to stop people creating their own. The idea is that we will have a couple of people responsible for snippets and these will create / update snippets for the whole team, so individual access is not necessary.
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HI,
How can we use a capture task field to update the external reference number? I have tried the below but this doesn't seem to be working?
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Brilliant, thanks Alex!
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Hi,
Is there any way we could request that Email Template Name be show on the template selector in Service Manager instead of the Template ID?
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Hi,
Was just looking at the h_itsm_snippet table. It appears we have a lot of snippets that have a value of 1 in the archived column (h_archived). Assumingly, this means that they have been 'deleted' from the front end.
I'm a little puzzled why they are showing as archived in this table but are not showing anywhere on the manage snippets pane?
When deleting a snippet, my expectation is that it is deleted, indicated by this icon and label
How can we remove archived snippets?
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When using the add image from url option in resolution. This does not come across to email templates that use h.resolution. It only displays the text and not the actual image.
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2 minutes ago, Michelle said:
@will.good - Following our earlier call, I've checked and have been advised that there was an issue and this was addressed in last nights update.
Can you confirm this is now working as expected.
Thank you
@Michelle just tested and can confirm is working as expected - thank you!
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Can someone tag this as an enhancement please - i forgot to add when posting!
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Hi,
We are looking to update the template AnalystCustomerUpdateRequestNotification. We want to update this to include comments that the customer has posted to the request. Whilst using the variable {{RequestLastActivity.H_content}}, we've noticed that if the customer is just replying to a post (leaving a comment) it will include the wording of the timeline post and not the customer's comments.
How can we pull the customer's comments on a request and insert these to the email template? We'd ideally need a variable for Last Customer Update? so that this could pull either a timeline update or a comment?
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On 14/11/2023 at 21:57, James Ainsworth said:
Hi @will.good
The Session User's name {{session.Name}} contains the user's handle.
Let us know if that is what you're looking for.
Thanks James - this is exactly what I was after
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Hi,
Can we request that Session User's Handle be added to the list of variables available please?
We use handle as 'Preferred First Name' in our Org and our agents would like be able to sign off emails using this instead of their legal name.
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On 07/11/2023 at 21:27, James Ainsworth said:
This feature has now been released and available for use.
I've just tested this and the button doesn't actually seem to do anything other than change colour when an option is selected? I would expect that it works the same as sending a high priority email in outlook for example.
Even when looking at the email in the timeline it has no mention of it being high/low priority...so I'm a little confused at what it actually does
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2 hours ago, AlexTumber said:
@will.good thanks for your post.
This should already be the case. Requests raised directly from a chat have a h_source_type value of 'Chat' and a h_source_id of <chatSessionId> (e.g. CS00029)
AlexFantastic, thank you - sorry must have missed this!
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Hi,
Don't think this is currently possible but think it would be a good idea...
Could we add a column to the requests table that would store the Chat Session ID in if the source is chat?
Use case for this would be for us to see AHT of chat sessions for each request/Service/Catalog item... E.g. for HR queries the average handle time is 00:00:00. Currently there is no way (that I am aware of) where we can link requests to the specific chat session they were raised from.
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Hi,
Is there a way we can show / hide fields in the details pane by catalog item? I think this is currently done by service.
We have a few different request types in one of our services where we would like to utilise custom fields, but obviously are restricted with the labelling of these. Also when editing details it gives the user the option to add 'custom' info on to fields that are not meant for that catalog item
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@James Ainsworth appreciate it - thank you
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I've updated the auto task but this still does not appear to work - I've even tried a hard refresh after running it and it still has not updated the request category to mirror the closure code
Tracking Document Views
in Document Manager
Posted
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.