Damien Lynn

Hi Steve, thanks for the reply. For point 1, I only really wanted that specific team to get emails when tickets go into their team queue (as they are not frequently getting tickets passed to them) so I don't really want to switch the global setting guest.app.requests.notification.notificationType.assignmentTeam to both, I think this would mean all teams would start getting emails every time a ticket goes in their queue unless I've misunderstood this function, and those teams are already monitoring their queue regularly anyway. To achieve point 1 I think we may eventually need to enable guest.app.requests.notification.allowUserDefinedNotificationType but I'm not sold on the idea of doing this to be honest as analysts might start switching all notifications off! I'll have a think about that one For point 2, I think I'll need to log a support ticket for this, looks like something isn't right since no analysts are getting email when a ticket is assigned to them. Thanks Damien

Hi Steve, We have the following set up at the moment which looks to me as though all analysts should get an email if a ticket gets assigned to them but that is not working. guest.app.requests.notification.allowUserDefinedNotificationType currently set to OFF guest.app.requests.notification.notificationType.assignment currently set to both guest.app.requests.notification.notificationType.assignmentTeam currently set to hornbill-only I have also tried switching on guest.app.requests.notification.allowUserDefinedNotificationType and then updating my settings in my profile so that I get emails if my team gets a ticket assigned to our queue but that doesn't work either. Am I missing something?

Hi guys, We have a couple of teams that don't get very many support tickets and they are looking to: Get an email sent to the 4 team members if a ticket gets manually passed to their team queue OR Get an email sent to the individual analyst if a ticket gets manually passed into their personal workload queue. Are there settings that do this behaviour? I have set up in BPM so that they get emails but that obviously only works when the ticket is just created and is a category that should route to that team, they are looking for the manually assigned tickets to also notify them if possible. Any help/advice would be appreciated. Thanks Damien

Hi folks, Fairly new to Hornbill so apologies if this is a stupid question, I did look to see if I could find answer myself but I can't. We have Service Manager approval processes that basically send an email asking for something to be approved via External Authorisation node, if no response is received from Approver it sends another email 1 day later, it does this 3 times then expires/rejects the ticket. I have this set to 1 day lifespan as I said but it seems to be ignoring working time calendar business hours so the emails are getting sent on a Saturday and Sunday when our Business hours are set to Monday - Friday. I know I could extend the lifespan to 2 or 3 days but that doesn't totally solve the issue, people will still be getting approval emails over weekends. Is it possible to get the external approvals to follow our Business Hours? Any advice appreciated. Thanks Damien

Can we get the option to style how the Services pages look so that they can match the widgets on Portal Homepage etc please, moving from one page to another is a bit disjointed looking? At the moment we can change settings for changing Portal background colour on homepage and the background on widgets can be changed to a different colour to make them stand out, but when you get into other pages like the Services pages or the forms screens where users fill in requests, the whole background is the same colour as the main portal homepage background and it looks pretty poor. This would look so much better if we could set a different background colour for capture forms area and other screens within the portal. The screen below would look much better if we had the same light blue background but the form area sat inside white background to make it stand out

On our Report a Fault page on the portal, when customers get to the Categorisation part it looks different for them than it does for an IT Analysts also viewing via the portal. Our customers are commenting that the Categories page is not really obvious what they are supposed to do as nothing stands out – we've added wording to help make this clearer but the main thing is that it looks different to them than it does for IT Users, the IT view is better – the Categories stand out in Bold for me but not for Customers as shown below. This is what a customer sees: As full IT User, this is what I see: Can customers see the Categories in Bold too please? Thanks Damien

Hi @Daniel Dekel, I'm new to Hornbill so just in process of setting up our environment but I'd agree with others that the bulletins on domain pages are too big just now so take up too much screen space and leave a lot of white space under the text that is just wasted space. I think they would look better at about 2/3 or maybe even half the height they are now - or better still, give the admins the option to set the height themselves for certain widgets? Thanks Damien