will.good

Hi @AlexTumber brilliant thanks for the update! Could we also maybe make the customer name Bold on the customer pane? looks a little odd being in thin typeface currently, given this isnt used anywhere else

Hi, Any chance AI Assist could be added to the resolution action / email action on a request? I think this will be a major step forward for our team Would also be nice to see this added to the Live Chat app also!

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.

Following on from the response on this post - can I please request the following enhancements to reporting: Ability to format date/time Able to add in columns such as week number (to group counts by week for example) Replace values in cells Functions such as sums / averages / concatenate / rounding / average and add columns based on this Split values by delimiter Some examples below of how we are using Datebase Direct which are not currently possible (to my knowledge) in in-app reporting: SQL to return request source count (by week) select weekofyear(h_datelogged) as "Week Number", DATE_FORMAT(h_datelogged, '%d/%m/%Y') AS "Week Commencing", SUM(case when h_source_type = "Analyst" THEN 1 END) AS "Analyst", SUM(case when h_source_type = "Email" THEN 1 END) AS "Email",SUM(case when h_source_type = "Self Service" THEN 1 END) AS "Self Service", SUM(case when h_source_type = "Chat" THEN 1 END) AS "Chat", SUM(case when h_source_type = "Autoresponder" THEN 1 END) AS "Autoresponder", SUM(case when h_source_type = "Request" THEN 1 END) AS "Request", COUNT(h_source_type) AS "Total" FROM h_itsm_requests WHERE (h_datelogged >= '2023-01-02' and h_datelogged <= '2023-12-31') group by weekofyear(h_datelogged) desc SQL to return count of closure code by month SELECT h_closure_category AS "Closure Category", SUM(CASE WHEN monthname(h_datelogged) = 'January' THEN 1 END) AS "January Count", SUM(CASE WHEN monthname(h_datelogged) = 'February' THEN 1 END) AS "February Count", SUM(CASE WHEN monthname(h_datelogged) = 'March' THEN 1 END) AS "March Count", SUM(CASE WHEN monthname(h_datelogged) = 'April' THEN 1 END) AS "April Count", SUM(CASE WHEN monthname(h_datelogged) = 'May' THEN 1 END) AS "May Count", SUM(CASE WHEN monthname(h_datelogged) = 'June' THEN 1 END) AS "June Count", SUM(CASE WHEN monthname(h_datelogged) = 'July' THEN 1 END) AS "July Count", SUM(CASE WHEN monthname(h_datelogged) = 'August' THEN 1 END) AS "August Count", SUM(CASE WHEN monthname(h_datelogged) = 'September' THEN 1 END) AS "September Count", SUM(CASE WHEN monthname(h_datelogged) = 'October' THEN 1 END) AS "October Count", SUM(CASE WHEN monthname(h_datelogged) = 'November' THEN 1 END) AS "November Count", SUM(CASE WHEN monthname(h_datelogged) = 'December' THEN 1 END) AS "December Count" FROM h_itsm_requests where h_closure_category is not null and (h_datelogged >= '2023-01-01' AND h_datelogged <= '2023-12-31') GROUP BY h_closure_category SQL to return breakdown of chat sessions by week SELECT weekofyear(h_created_on) as "Week Number", DATE_FORMAT(h_created_on, '%d/%m/%Y') AS "Week Commencing", SUM(case when h_status = "3" THEN 1 END) AS "Resolved", SUM(case when h_status = "99" THEN 1 END) AS "Cancelled", SUM(case when h_agent_id is not null THEN 1 END) AS "Accepted", SUM(case when h_agent_id is null THEN 1 END) AS "Missed", SUM(case when h_session_id is not null THEN 1 END) AS "Total", concat(round(sum(case when h_agent_id is null THEN 1 END)/SUM(case when h_session_id is not null THEN 1 END)*100,0),"%") as "Missed %", SEC_TO_TIME(round(avg(h_response_time),0)) as "Average Response Time", SEC_TO_TIME(round(avg(h_close_time),0)) as "Average Close Time" FROM h_lc_sessions WHERE (h_created_on >= '2023-01-01 00:00:00' and h_created_on <= '2023-12-31 23:59:59') group by weekofyear(h_created_on) order by weekofyear(h_created_on) desc

Yes it does, thank you! If I have understood correctly, the correct way to format this would be mailbox = 'helpdesk' AND (fromAddress LIKE 'references@backgroundchecking.experian.com' or subject LIKE '%Reference Request%') Meaning it will be mailbox = helpdesk AND either from Address references@backgroundchecking.experian.com or subject LIKE '%Reference Request%'

HI, We have a rule set up mailbox = 'helpdesk' AND fromAddress LIKE 'references@backgroundchecking.experian.com' or subject LIKE '%Reference Request%' how can I format this so that the initial mailbox = 'helpdesk' is included in the subject LIKE expression? and not just the fromAddress part?

Hi, We are using two stage closure on our requests, but are finding that sometimes customers are replying to earlier comments on the request timeline instead of reopening the request - is there a way we can prevent them replying to the timeline if the request is resolved, meaning they can only use the reopen button?

Please can I have a response on whether any reconciliation can be done to correct the incorrect coding caused by this defect?

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Hi Is there any way to see view count / view history on documents? We link to quite a lot of self-help documents in our ICs so would be good to see how many people are clicking through to these. Tagged as an enhancement, as I've had a look around and cannot see any way to see this currently.

Hi, It would be helpful for us, if there was functionality where we could publish a database direct query to reports viewer. We have a number of database direct queries that are set up that it would be helpful to be created as runnable reports, utilising the same functionality such a date filters that exist in the current reporting areas. Would be helpful, so we can share with other members of the team to run (without the need to give them database direct access), also being able to set these up to run frequently / via email would be helpful. Probably a lot more complicated than I imagine, but nonetheless just putting it out there

Hi, Is there a way we can change guest.com.hornbill.livechat.portals.portal.session.acceptMessage to pull the agent's first name instead of their handle? Default is Welcome! My name is %1, how can I help you today? (assuming %1 is the variable for handle)

Yes, we are (accidentally) bypassing this via an import... but its only lately that the name is not showing up on requests. It's only on accounts that are created with no last name that we have this issue. We have the name field selected in request settings still

Hi, Has there been a change to how names have been treated in HB? We have around 1400 basic user accounts that are set up for our sites to use, they only have a first name and a handle (no last name). It's just been noticed that now, their names are not appearing on the customer details pane of a request anymore. This has not been a problem up until now. I would assume that if an account just had a first name, it would just show this and not hide the entire field?

@Gerry I'm still not convinced this is working properly, there are a few issues still: When selecting group on an email template, you get another box pop up next to it, this seemingly allows you to add a custom group. When creating a custom group, or by using one of the existing groups based on request types, when you hit save and reload the page, the options have not saved. Both the custom group I have created, or the existing grouping I have applied to the template. I have tried using both custom templates, and system templates, but the result is the same. In short, the new options don't seem to actually do anything?

Hi Following the ESP Update, we now cannot create new email templates as we get the below error: We also cannot amend any existing templates as we get the same error. When using the new Grouping filter, this breaks the page. Please can this be patched / rolled back ASAP

Hi, I have seen a few enhancement requests to be able to assign a request to yourself via a button, another thought i had which would save us some time is: When clicking on the search bar for the assign action, the current user to appear automatically at the top of the list, to save you having to search for yourself. Obviously where the user is not in one of the teams they would not show at the top of that list Just a thought, would save us some seconds searching for our own names

Hi, Is there a setting that controls where each of these are used? e.g for the customer details on a request we see Full Name, but for timeline entries we see the Handle. Similarly, the notifications for a new live chat session use handle I think, but the customer details pane in a live chat session use full name. Where can we specify to only use one or the other? For the live chat session notifications, assuming that %1 is handle, are there other numbers which will pull other data? Is there a list of these anywhere?

We are using a date-time picker on the field in the request details

The Custom 21 Field is being populated directly from the Request Details box on a request at the moment, by the advisor manually by editing the box

@Steve Giller our date time format is set as however this still displays as 2023-06-30 10:00:00Z also using {{.H_custom_21|formatLocalTime}} does not return any value and the variable is just displayed in the email

Hi, We are using Custom Field 21 as a start date for one of our new starter processes. We would like to include this variable in an email template, but are unable to format this as just a date - I am currently trying {{.H_custom_21|dd/mm/yyyy}} but this doesn't appear to be working. How can we get the date to display as just DD/MM/YYYY in the template?

HI, Enhancement Request Can we please explore having an additional pane added to requests (optional) which can be used for scoring a request. I envisage this to look exactly like the normal feedback pane, but this can be filled out by Line Managers to quality check request management, and provide feedback to agents directly in Hornbill. I'm thinking of something like adding a Leave Feedback button available on requests, with a form similar to the form used by customers on the self-service request view with pre-determined questions set up in SM config. This will allow line managers to quality check requests and provide feedback to their direct reports on case management. Ideally when this is also filled out, the advisor would get a notification, again similar to how the current notifications work when a customer has left request feedback. Just a thought bubble, so am open to other suggestions. Currently, this is an Excel task for us, and would be much more efficient / sensible for this to be hosted in HB directly on requests that were being scored by the managers.

Hi, If progressive capture inputs have not been mapped to a custom field on a request, what table are these stored in to report on? I can't seem to find where they are.

+1