JanS2000
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Enhancement Requests
Posts posted by JanS2000
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Morning! Please could I submit an enhancement request for some additional information to be captured in the Request Insights function?
It would be very useful if the time/date/visibility of all updates were presented in a simple list style format in the Insights panel. I'm often asked to get this type of information about various requests - who updated what and when/was the update visible etc. Currently I copy and paste the updates into a Word document or select the print option for the request, but this doesn't show the visibility of the updates, so still need to manually add this information. Some timelines are often really long as well
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I hope this is something that is achievable and can be considered for the future. Thanks.
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Thanks @Steve Giller, I'll have a look at setting that up.
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We've had a few instances over recent months where random emails seem to bypass the inbox and end up in the deleted folder. I've checked the inbound routing logs on the ones I know about and all looks okay - they go to the inbox and are then deleted. Calls weren't raised from these emails before they were deleted. We don't have any rules set up to automatically delete emails - this only usually happens when we raise a call from them, or they're automatically applied to an open/on hold call. Or they're deleted by one of us.
I'm wondering if there are some logs I can look at to check if anyone has actually deleted these emails (not looking to place blame, I just need to know if there's a fault or if someone's deleting them in error). Thanks.
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We've had a few requests randomly update over recent days by System Internal Context. We haven't created these posts or done anything to trigger them, but some have generated emails that have already been triggered and sent earlier in a workflow process. It is a bit worrying also that some posts may be visible that shouldn't be. Does anyone know why this happens? @Fizza did you manage to sort it?
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2 minutes ago, JanS2000 said:
Just tried it on our instance with a new role I've created and I can't see any system settings for FAQ or bulletins so it may not be possible
Ignore previous, I think I've created the new role in the wrong place... Hornbill personnel, are FAQs classed as knowledge articles and come under the service manager roles?
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Just tried it on our instance with a new role I've created and I can't see any system settings for FAQ or bulletins so it may not be possible
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I've noticed the renewal dates on ours aren't showing either, it's showing the start and end dates like yours. I've also removed a contract end date from one, but when I save it and go back to the list view, it still shows the contract end date, when I re-open the record, it's reverted back, so it's not saving my changes. I've done another one like this and that saved fine.
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@JAquino I've had the same problem. Till it's fixed, I've found that hitting the backspace key when you click into the department field usually removes whatever is there.
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You could probably create a role specifically for this, and just add the elements that you want them to do. I'm going to look at doing this for my own team and others in the department, as currently I create all the FAQs, bulletins etc., so it would be handy to allow someone else the ability to manage these when I'm off or otherwise busy.
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We noticed a similar issue. We have some FAQs that show the blank image icon, but the images are visible in the service portfolio. Images in some other articles show okay.
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+1 for us, I've fallen foul of this lots of times
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+1 for us as well. Would be handy to add a form that needs to be filled in for certain types of request, without someone having to do that manually.
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Hi, are there any step by step instructions for beginners, on how to run the tool using a csv/json file (beginning to end)? I've looked at the guidance available but don't understand most of it.
Also, do I still need to set up an API when updating from a file that's saved on my laptop?
Thanks.
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Morning all, I've just had chance to download the asset import tool you mentioned. I've exported some peripheral assets to a spreadsheet and updated the relevant fields. How do I point the tool to the file? I've had a look at the readme file and there's nothing in the link provided (Data Imports Guide (hornbill.com)) about how to do ad hoc updates from an excel file, just databases and other systems. I don't want to set anything up to run on a regular basis, I just need to be able to update assets in bulk occasionally (hopefully never again once I get it updated this time).
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32 minutes ago, katy_palmer said:
Us too please, does anyone have the url that takes the customer to the pop up for the feedback? I have gotten lost in the endless streams of posts in the forum about feeback.
Hi @katy_palmer, ours is https://live.hornbill.com/instancename/catalog/com.hornbill.servicemanager/request/incidentnumber.
I don't know if this is the same format for all instances though.
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Hi @Will Darley and @ArmandoDM, I've noticed the same on ours, I thought it was only available when a request wasn't assigned already, so it's good to know it should be there and it's being investigated, thanks!
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Thanks @Ricky, the accounts that error are all basic users that only have the basic user and self-service roles. I'll go through what you've suggested and give these a go, thanks.
Just a query re deleting the old accounts in Hornbill - will we lose the history of the calls these people logged, or would they remain and then be re-associated when the new username is picked up and synced across?
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Thanks @Steve Giller. The terminology confused me - we have an employee portal, not customer portal. Thanks for clarifying.
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Morning, following a meeting to develop a data protection impact assessment for our Hornbill instance, I've been looking at whether it's possible to check who's logged in and what records people have accessed so we have an audit trail (still looking to see if this info is available anywhere), but I've just noticed in the Monitor Sessions area, that we have an anonymousGuest logged in currently to the Customer Portal. We don't use the Customer Portal, only the Employee one. Is this normal? If so, could you explain why it's appearing please? I'm sure when I've looked in here before that I've never noticed it, but it's not something I look at often.
If it's not normal, I'll raise a support ticket to get it checked, as it raises some security concerns.
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Morning, I've been catching up on what's on the road map, and came across a function that's completed, but I can't find it and can't find any reference to it on the WIKI or on here. It's My Work Bench. Does anyone know when this will become available, or if it is already available, how do I find it? Thanks
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Thanks @SamS. We've got a couple of different errors come up in the log files, some where it says the User ID already exists, others where the handle already exists, but for all those still showing an error, the user only has one login, but the user ID itself has been changed due to a change in role/contract. One of my colleagues might be able to help me with modifying the user import (json file is it?).
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Morning @Victor and @SamS, on this subject, we've got a number of users whose ID number has changed from that originally created in Hornbill. Some people left and returned in a new role, others had new contracts issued, resulting in a new user ID. The users generally keep the same AD account in most cases and same email address, but the daily user import obviously fails because the handle already exists against the old user name. Is it possible to merge users so we don't have multiple accounts in Hornbill, for these users?
FAQ column sizing
in Service Manager
Posted
+1 here too, that would be really useful if we could resize them.