will.good

Hi, We have just realised that the Response Time (queue time) for a chat session is included in the close time. Would it not make more sense for the close timer to begin once the session has been accepted by an agent? That way you have two actual separate measures, up until now, we believed that the response timer was not included in the close timer

Hi, When we went live with our instance we were only using Service Requests, we have recently started using Problems. We were provided with a load of out of the box reports for SRs and I just wondered if there were any available for reporting on Problems? Specifically we are after a report that would give us a list of connections that have been added for a problem

Hi @Steve Giller I have just tried this, it only displays 100 sites

@Victor Have you managed to look at this any further?

@samwoo Sorry to jump on this post! I am just curious how you have added images to the IC? It looks great!

@QEHNick Thought I'd offer to help here as we required the same when setting up our BPs What we do is in the BP Get Request Information > If email or Self Service, it just assigns to the service desk. No match would then assign to the request creator. In terms of You can do this via an Access Control Node (Lock Actions, and then select what you would like to be locked), we have this as the first node in our process and then we later have a Wait for Request Owner node, which when an owner is assigned, is then followed by an another Access Control node to unlock the previously locked actions

+1 for this

Hi, We would like an option to be able to select multiple options on the Dynamic Drop Down Select Box. Example use for this: If a group user is requesting an account for our HR system, we would like for them to be able to choose from a data query (list of sites) that they will need access to, this is almost always multiple sites. I tried using the checkbox option, which did show more sites, but only up to around 120 (we have over 1300 different sites, so would like this to be searchable). Just the option to allow multiple selections would be great for us. The Select All option suggested on the post below will not work for us

@Steve Giller An example I can give is for one of our new starter processes, for one of the tasks involved we have a daily process that runs (outside of HB at a specific time) and for managers to submit their New Employee's details to be created overnight they need to be with us by 16:00. If a manager raised a request for this after this time we would like to have an ESP condition that says, as request is raised after 16:00, the daily upload has been missed so the account will be provisioned on the next run date.

Hi, Can we please raise an enhancement request for this to be potentially added. Current idea is: If we have a page dedicated to HR, we would like to be able to have a widget (similar to the Services Widget) that would just display the catalog items for a selected service.

@Steve Giller We only have one service for HR with 6/7 catalog items inside, so if we had a page for HR we would need to have a services widget (which would only display the 1 HR service) for the user to then click that to be taken to the normal catalog page. It would be good for a Catalog Items widget to be created that could be used in this instance, so we could add this widget and choose it to only display catalog items from X service, could we raise an enhancement request for this please?

Hi, We are exploring adding more domains to our instance, including using the top bar on the homepage to link to these. How can we change the visibility of these? For example, if we have Franchised Admin as a domain with its own page, how can we make it so that only specific users (by Company) can see this link on the homepage?

Hi Can we please have the following operators added to esp conditions: More than Less than Between We are looking to put in an ESP Condition whereby if the current time is either greater than or between, then X message is displayed, currently only the below are available. What Operators can I use in my ESP Conditions? The operators "=" (equal to) and "!=" (not equal to) are supported.

+1 for this. I think chat notifications are something that are seriously lacking at the moment. Audible alerts and desktop notifications for us would be best, for both customer and advisor. It would be good to see this prioritised, given that notifications are a pretty standard feature on the majority of other platforms

We are looking at using more domains / pages on our portal. We want to set up a page for HR for example, which includes FAQs, documents etc, we would also like to display the catalog items that fall under HR. I can't find a way to manipulate the My Services widget to show catalog items instead. Is this possible? I thought the tick box 'Show Service Request Items' would potentially do this, but this setting doesn't appear to do anything? If not possible, could we add a Catalog Items widget as an enhancement?

Hi @Daniel Dekel Has there been any movement on removing this? Regards, Will

@Victor So we have 3 separate email accounts, but we don't want to have to use the send as option in MS. We want to be able to send an email from address one, and it not be sent on behalf of. We have the domain set up, but it requires us to specify an email address (this is currently where we are using one master address which can send on behalf of our other 3 addresses). I think a workaround for us would be able to add multiple identical domains but with a different email connector? I'm not sure if it is a connector issue, sorry - not my area of expertise!

@Victor We have one domain set up using SMTP OAuth2, but then we have to select the email address and credentials to use, so it only uses one address. We have the other 3 addresses set up in key safe. How would we configure this?

Hi, Ideally, we need a solution for multiple email addresses to be hosted on Hornbill that are on the same domain. E.g. we have email1@domain.co.uk email2@domain.co.uk email3@domain.co.uk Currently, we are using the 'Send as' feature in outlook to use multiple email addresses, however we have received feedback that customers can find this a little confusing. It also seems a bit of a waste for us as we are paying for a fourth mailbox that we are just using to send mail as the other 3 emails When using Supportworks we used to be able to host all 3 email addresses fine, it seems strange that we cannot do this in Hornbill. If this could be raised as an enhancement / internally for further discussions I would be very grateful.

Hi @Victor My team and I had a catch-up with Samrai yesterday, he mentioned that it should be possible to change this for the timeline entry as the information is stored differently to what is in the Request Details (summary and description) Could we explore including formatting in the timeline?

Hi, I am looking at automating the assignment of roles / licences to new Full users when we have a new joiner / leaver in our team. I have been able to use a business process to assign all roles and convert the user to a full user, but I can't see a way of giving them application licences such as Service Manager or live chat. This is where I am looking: On the back of this, it would be good if we could have a automation node that was capable of assigning multiple roles at once rather than having to create a node for each individual role Thanks! Will

Yeah, so essentially formatting is lost in the request description and timeline. Is there any way to change this so formatting for things such as pasted tables / graphics are kept? Reading something like this in the timeline / description of a request is useless without the formatting. Examples below

Hi, Is there any way to keep formatting when an email is raised into a request? i.e any pasted tables? Currently, I think it converts to unformatted text. Ideally, we would like the original formatting to be kept in the request description once it is raised. I realise you can just use the source email to view the original email, however we regularly delete emails from our instance as we receive around a gb of emails / attachments per month and don't need the original source emails as all the info / attachments are stored on the request when it is rasied

Hi, When a customer / employee uses the portal to raise a request, on the IC form we obviously have our text fields to be filled out. Is there a way to remove the summary pane to make the IC the full width of the page? I.e. remove this form from customer view when raising a request

Seems to have also changed all the colours on our catalog pages too - all this blue should be black