Dan Stewart

Wow - thanks for all the responses, and apologies for opening a can of worms i'll get back to those who kindly offered to see demo / examples once i've made the case to our Senior Management that Hornbill should be our preferred option for doing this and not trying to build something from scratch in 365 Power Platforms. Thanks for all your help.

Hi Steve. In this scenario I am talking about it being in Hornbill. Is there any online resources where I can see what the art of the possible is in terms of multiple requests or tasks being raised - these would need to span multiple service domains - given the different natures of the actions required. Is that possible?

As part of a Corporate Programme to improve Ways of Working, we are looking to improve as many of the authority’s processes as we can. By improve, I mean remove repetitive, low value, low complexity tasks by streamlining and automating and pull everything into one place for ease of access (an Employee Hub, for instance). For example, when a new member of staff joins NCC, the recruitment lead should be able to enter the starter’s details, press a button and all of the relevant processes should begin (payroll and pensions informed, badge created, appropriate computer ordered and prepped, AD account created, etc., etc.). Progress should be monitorable, and notifications should be triggered when time limits are passed, or the process concludes. Has anyone achieved anything similar / along the lines of the above utilising Hornbill and would be happy to share their experiences?

Hello all. We have made some tweaks to our Customer Portal side of things and want to encourage our customers to self register on the Portal and select the organisation they work for. We don't want this to go through automatically so we have set the parameters in the system so that it is still required to be approved. What I am struggling to find is a way that we would know there is a customer sitting at registered status who needs approved? I know we can go and check this periodically, but ideally would like some kind of notification. Is there a setting anywhere for this? or has anyone achieved this outcome using a different method? Thanks in advance.

Hello all. We have made some tweaks to our Customer Portal side of things and want to encourage our customers to self register on the Portal and select the organisation they work for. We don't want this to go through automatically so we have set the parameters in the system so that it is still required to be approved. What I am struggling to find is a way that we would know there is a customer sitting at registered status who needs approved? I know we can go and check this periodically, but ideally would like some kind of notification. Is there a setting anywhere for this? or has anyone achieved this outcome using a different method? Thanks in advance.

Thank you for pointing us in the right direction Steve. Will take a look.

We are looking to enable this functionality and have figured out how to do it via the configuration within Service Portfolio and setting up an email template. Everything is working as it should, however, what we can't work out is how to configure the email template to know which portal to point the customer at. If it is an internal customer we want the URL to direct them to https://live.hornbill.com/{{instanceid}}/catalog/com.hornbill.servicemanager/request/{{.H_pk_reference}}/ If an external customer, we want the URL to point to https://customer.hornbill.com/{{instanceid}}/servicemanager/request/view/{{.H_pk_reference}}/

Hi everyone - hoping someone has the knowledge to help me out with a request that has come my way. Without going into too much detail, we have a Service Request for 'access to a mailbox', one of the questions within the intelligent capture form is a drop down list asking if it is for a 'generic mailbox' or 'personal mailbox' - does anyone know how to produce a report that would query a specific question/answer within an intelligent capture form so that I can provide the results of how many 'personal mailbox' requests we have had in a specific period? Any help would be much appreciated.

Hi everyone. Northumberland are looking into how to ensure that the change calendar is closely inspected before any change is raised. Does anyone know if it is possible to remove the ability to raise a new change request from all screens other than via the change calendar?

Hi Jeremy, Thank you very much for the prompt response. I am on leave next week but will come back to this post on my return. Would be interesting to see how it is used by another heavy user. Regards Dan

Hi Adrian, Thank you very much for the response. I am also on leave next week, so happy to schedule some time in for late March. I will be in touch when I return from leave. Enjoy your time off. Regards Dan

Northumberland County Council have recently undertaken an assessment of our level of maturity for service management. A frequent reoccurrence in our list of recommendations is how we are using Hornbill or how we have Hornbill setup / configured. We are looking to embark on a significant improvement project, but in order to improve it is beneficial to see what is possible..... I would like to ask if there are any fellow Hornbill users out there (preferably those in Public Sector) who would be happy to share stories, or give a demonstration of how they use Hornbill, so that we can see how other similar organisations are making best use of the product. We are looking at all aspects of the system and would be interested in anything that you would be willing to share with us.