Estie
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Enhancement Requests
Posts posted by Estie
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@TrevorHarris -
It looks like there has been an enhancement to expire chats.
However we have a chat session which an analyst forgot to close and it is showing as 'in progress'. When we open the session there is a message that it has expired, however the only option we have is to cancel it, which will remove it and affect reporting.
Is there an option to close an expired chat rather than cancel it as per the previous post?On 27/07/2023 at 13:53, Emily Patrick said:@TrevorHarris is there any update on this at all?
Was just coming to see if there was an option to close rather than cancel a chat, and saw this post.
This is the message that appears when looking at the chat:
Thanks
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Hello @David Hall
Thank you for the above response.
A further related question - I am trying to add a 6 month resolution target time to the SLA in the Service Portfolio.
I have calculated that I need to add 480 business days and 7 hrs to the target. However the options are restricted to 121 days.
Is this possible?
Thanks
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This is what I see when I enter the first two letters of the firstname of the user in question (gi):
If I enter the first two letters of the logon ID I then get results - but not necessarily just the user I am searching for.
In our instance there are some staff where all three logon ID, User ID and Employee ID can be different.
For our staff their employee ID does not work in the search bar at all.
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Hi @Steve Giller,
I had the 'All Accounts' option showing.
I have since tested this and I can only see the account's logon history if I enter the exact login ID. The history does not seem to appear when entering the full name or the Employee ID.
Having said that I have now tested on a test account and cannot see any logons for that account even when using the login ID.
Is there a limit to the timeframe that shows e.g. is it logons in the last xx weeks/months etc?
Thanks
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Hi today we had a user with a suspended account. However I was unable to see their logon history until I unsuspended the account.
Should this be the case? If not I'd like to request this functionality please.
It would be more secure if we had the ability to check for any suspicious logons before unsuspending an account.
Thanks
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Hi we currently have a Service Request SLA which has no response or resolution target. We were recently advised by support to change this and I am about to add a response and resolution target to the SLA in the Service Portfolio.
Before doing this I would like to check what if any effect changing the existing SLA response/resolution times (in Service Portfolio) might have on existing requests with that SLA?
Or will new response and resolution times just be applied to requests raised after changing this SLA?
Thanks
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Hello @Steve Giller,
Is there any update on this or the review of task assignment?
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Hi some of our Analysts have been seeing this error today when using the email action icon in a request.
Any idea why this would be appearing?
I believe they are using the latest version of Chrome or MS Edge.
Thanks
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@TrevorHarris we appear to be getting reports of the above issue happening for multiple users in our system today. Seems to be affecting our analysts too when they try to refresh a page or swap between lists of requests.
Could this still be an issue?
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14 hours ago, James Ainsworth said:
Hi Estie,
There isn't currently any configuration option for changing the order of the tabs. Can you explain what you mean by changing the wording?
@James Ainsworth - Hi I mean change 'Catalog item' tab to something like 'Forms' or 'Request Forms' as most users would not understand what a catalog item is, given that it is more of an administrative term.
@Steve Giller - thanks, this doesn't explain how the relevance is determined. If there is a more relevant item in the 'Catalog Item' would it be possible to show that first in the 'All' list? -
Hello @James Ainsworth - Do you know if this update went ahead?
I have some related questions.
One of our users has tried searching using the below search and I am confused by the search results - they don't seem to be relevant in the 'All' search, and are more relevant in the 'Catalog item' tab - see screenshots below.
How are the results ordered? Is it relevance and then alphabetical?
How is relevance determined?
Would this search be looking for all the words typed into the search bar - or is it individual words?
Do the results depend on any tags used in the resulting items?Also is it possible to configure the tab order and/or wording of the results?
For example:- To show FAQs first in the list of results rather than Services
- Rename 'Catalog item' to make it more user friendly for those customers who do not know what a catalog item is? e.g 'forms' or something similar.Sorry lots of questions - appreciate any advice to make our search more relevant as haven't found any documentation on this so far.
Thanks
Search on home portal:
Brings up 'All' results with IT Projects and Consultancy first
Switching to 'Catalog item' tab gives more relevant results
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@Steve Giller was this fix implemented?
On 08/08/2023 at 14:10, Steve Giller said:This will be fixed in the next build.
If you wish to make the change before then the setting mail.default.fromDisplayName controls the Display Name. -
@Steve Giller, @James Ainsworth, @Gerry - thank you all. Oops I am not sure how that happened. I was not aware of the case sensitivity so will be more careful next time. Although I am certain the routing rule, which was only created last week and was copied from a previous rule, was working up until Friday.
@Gerry Thank you that is very helpful information and I will watch this space.
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Hi I created a email routing rule on 23.10.23 and it stopped working on Friday.
It seems that the syntax for the rule expression has changed the case of the rule expression to lower case.
I believe this may be as a result of recent updates to routing rules.
Other routing rule expressions seem to have had the expression updated but not this one.
See below for example:
This is the routing rule expression on Friday which stopped working - Rule Expression uses capital letter 'F' in FromAddress
I changed the rule expression to use one picked from the variable list which uses a lowercase 'f' and now all is working again.
Expression which works: fromAddress LIKE '%noreply@xxxx%' AND subject LIKE 'Login Issue%'
Are we supposed to use the drop down variables for rule expressions now?
Are they now case sensitive?Thanks
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Hi @Rob - you might wish to see my post about team names and reporting, as I am minded to retire a team and hide from task assignment rather than delete it for reporting purposes.
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Hi I have recently been asked to report on requests assigned between teams.
I found myself having to re-create an old deleted team (both name and ID with no assignees) so that it could still be seen in 'Team picker' option in Report>Data Collection>Select Filter > Against User Prompted value. The Team picker shows a list of current team names rather than team IDs.
Is there a way to show a list of Team IDs too? Or to be able to pick from a list of Team IDs so that any Teams that have been deleted can be reported on (given that the data is still available)?
I have realised that in future I would prefer to retire an old team and hide from task assignment rather than delete it completely.
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2 hours ago, AlexTumber said:
@Estie thanks for your post.
The functionality you are referring to (Make this my default view) refers to the Hornbill application as a whole. For example if you wanted your home page to be the news feed, the supplier catalog, or the request list etc.
To make a specific request list view the default view that you see on the request list you need to use this option.
Alex
Hi @AlexTumber
I rarely use the House Icon in the toolbar in your screenshot.
The Hornbill Logo has definitely worked in the way I have described above since I started using Hornbill in 2021 - at least in the current UI (non Preview) - up until yesterday. However as I said it did not work in the UI preview yesterday and now no longer works in the current UI.
When I first login to Hornbill I get the default 'Hornbill Active' view that I set.When I open a ticket from the list in that view I usually click on the Hornbill logo and get taken back to the default view. So it does work in that scenario.
I know other colleagues have also been using it this way and it does work for my colleague @Emily Patrick but she gets an error message appearing every so often.
So I am pretty sure something must have changed in the last few days.
If I set my default page to be a view should I not be able to return to that default page from anywhere in Hornbill? Including from another view? -
10 minutes ago, Daniel Dekel said:
By saying "Custom View" you mean pressing on the button "Make this my default view" ?
If so, what view are you setting as default?
Thanks,
Daniel
Hi @Daniel Dekel
I have created a view called Hornbill Active Tickets using the views list above my request list.
Once in that view I have clicked on my initials top right of the screen and chosen 'Make this my default view'
Previously when clicking on the Hornbill logo top left of the screen I would always be returned to the 'Hornbill Active Tickets' view.
See the screenshot below.
Hope that helps.
I have noticed that this no longer works in the non- preview so perhaps this is a general issue?
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13 minutes ago, Emily Patrick said:
@Estie is also getting this message, just in Chrome. Resetting it in preview and it still doesn't work. It shows a blank screen. Estie is running Chrome version 118.0.5993.96 (official build) (arm64) on a MacBook running Monteray 12.7.
Hi I am not actually getting the above error - when in preview and change to a different custom view, then use Hornbill logo to return to my previously set default custom view nothing happens (no error message at all).
I tried resetting the default view for the Hornbill logo whilst in preview but still not working. -
Hi I noticed that the times received on emails coming into our Hornbill mailbox are showing differently in the preview and non-preview.
Here is an email received at 15:35 today:
Preview on - shows time in the lefthand pane as 'one hour ago' (incorrect) and time in right hand side as 15:35:59 (correct):
No preview on - time in left hand pane shows received 15 mins ago (correct) and time on the righthand side ie 15:36:30 (Incorrect? Slight difference to actual time received 15:35:59):
This is an email that I sent as a test and so I know I sent it at approx 15:34/35).
Thanks -
Hi I have noticed that in the preview when using dark theme it is very difficult to read the text on the activities screen when choosing the 'authorise' option from an email notification. It seems to be blue text on a grey background.
The cross to close the window (top right) is also not really visible as it is black like the background.Also similar issue for human tasks in requests.
I have circled the areas in red in the below screenshot.Thanks
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@MiroNot sure if this is related but a user has reported that on Friday afternoon the 'finish' button in a form was greyed out despite all mandatory fields having been completed in the form (being completed from analyst side/raise new button).
Seems OK this morning. -
Looks like this post is also related.
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On 14/09/2023 at 12:29, Steve Giller said:
The easiest thing to do here would be to set the global visibility to the lowest setting, and for the teams that want a Customer-facing update follow the Human Task node in the BPM with a Timeline Update.
@Steve Giller - Are there any operations other than Human tasks that this global setting affects?
Does this refer to automated timeline entries?
guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility
I presume this setting would refer to manual entries? - guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.update
I would like to add a +1 to the above to change visibility of Human Tasks in the Workflow.
We have scenarios where we would like different visibility of tasks and to add a Timeline update node to all of our workflows after each human task would be very time consuming.
Please would you add the above as an enhancement?Thanks
Chat inactivity time out setting
in Live Chat
Posted
The only options are to cancel or raise a request:
