Steven Boardman

@Chris Thanks for the post. When the employee portal / employee mobile were launched earlier in 2020, they took advantage of the new progressive capture v2 (all the logging forms including the attachment form). We are currently working on migrating from progressive capture V1 to V2 for the agents interface. Once this is complete the copy and paste option will be available to the agents too. There won't be anything you need to do, it will just be available as an option once we switch to V2 (all your existing progressive capture flows will continue to work as they currently do with V1. No definitive date for this as of today, but it is currently being worked on, so hopefully not to long to have to wait.

@HHH the story to add the category to the request list columns is now in our development cycle and should be available in the next 90 days. we'll update this post once it is available.

@Nikolaj the structure of the email template is set for this approval method (Hornbill branding, layout etc). You can alter the the details and outcomes of the approval via the External Authorisation Business Process Node (title, description, outcomes) The external authorisation email option is provided as a no charge approval option (i.e the approver doesn't need a Hornbill subscription to make approval decisions), and as such is fixed in terms of Hornbill branding and structure. If more control is desired over the email template, then the standard approval method is available, where you can customise the email template used, but the recipient will need to be a Hornbill subscriber to be assigned an approval action.

@AlexOnTheHill there is a setting to control this Admin Console > App > Service Manager > Settings Hope that helps

@Paul Alexander not yet i'm afraid. We will update the thread as soon as there is any movement or ETA's on this

@Mark (ESC) There are two options here: 1. If a user has the Services Manager role and the service is open, they will be able to manage FAQ's or 2. If the user is part of a team which supports the service, they will be able to manage FAQ's (without being a Service Manager). This is covered in the Access section on the below wiki page. https://wiki.hornbill.com/index.php?title=Service_Details Hope that helps

@Martyn Houghton the menu option in the User Interface to My Services can be turned off from here in the admin console There is also the showserviceportallink option which you can disable The re-directs for the service portal URL's to the employee portal should take care of any traffic heading to the Service Portal Hope that helps

@sprasad from a support perspective, his colleagues will be able to do this from their support queue's if they were supporting those tickets. From the perspective of being an internally supported employee / customer, there is no default option to view the tickets of other internal customers, this is true of the employee, service and my services portals. As we know when the context is external and you are supporting tickets from an external organisation, then this is allowed via the My Organisation's view on the customer portal. Internally the tickets could be of a sensitive nature, as such it is not possible to view other employee's tickets. The two exceptions to this are to consciously enable the following: * Manager visibility of their staff's tickets - possibly what is needed if an employee was on leave * Utilise Connections and allow connections to tickets to view / update the tickets of other employees via the employee portal https://wiki.hornbill.com/index.php?title=Connections Both these options allow a controlled and opt-in options for allowing other users to have visibility to internal employee tickets via the employee portal Hope that helps Steve

@sprasad the Employee Portal is an internally facing employee portal, it is not a replacement for the Customer Portal, for external customers and their contact's. The My Organisation's Request's is a feature of the request list on the customer portal, it did not exist on the old Service Portal or My Services View, where the My Staff's View did and as such is carried forward to the internally facing Employee Portal Is the User in question a contact for one of your customer's?

@Alisha you can't map a custom field directly to the resolution field in a request in progressive capture, but you can have a custom field in your progressive capture which captures the resolution, and then in your business process use the update > resolution option and inject that progressive capture answer using the variable picker. Hope that helps

@Stuart Torres-Catmur the logic is to show the employee's where you are recorded as their manager on their profile, so in that sense yep direct reports only, not those employee's of someone you manage.

@Stuart Torres-Catmur they will have access to both active and closed requests for their staff.

@Stuart Torres-Catmur there is a global system setting which allows all managers to see their employees tickets on self service (based on them being marked as their manager on their profiles). Admin Console > Home > Application > Service Manager > Application Settings servicemanager.portal.requests.showStaffRequestsA setting to enable the manager to see all of their managed staff's requests This would be accessible via the Service Portal, My Services and or New Employee Portal. https://service.hornbill.com/walthamforest/servicemanager/ The manager would be able to update / comment on their employees tickets. Equally if you didn't want a global rules, then you could explore the Connections functionality but this is only available on the NEW employee portal, not the Service Portal. https://wiki.hornbill.com/index.php/Connections

@Paul Alexander thanks for the feedback, i'll pass this on and see what if any options there are. In the meantime on the one you highlighted, it does look like the wiki documentation hasn't been updated, it will be shortly. This enhancement simply provides a Copy Questions option when using the Request > Log Requests option - so it will copy the questions / answers from the request running the process, and add them into the questions section on the newly created request.

@David_Wilson the Hornbill services module, has this security model built in. If you define supporting teams against the services which secure tickets are going to be logged, then only the analysts which are members of the teams which support the services, which the tickets are logged against will be able to see those tickets in the request list. This extends out so that only those supporting team analysts can: * View the tickets * Search for the tickets * Have the tickets reassigned to them * Create request list views using services those tickets are logged against. Wiki: https://wiki.hornbill.com/index.php/Service_Support_Teams Equally for emails, you can create a mailbox, and only give access to the required analysts, so any incoming emails are only visible to those analysts you want to see the sensitive data.

@Paul Alexander there was an issue with the search, if you give it a go again now it should be better. Just be mindful of the search term as per the info provided on the search view

@Adrian Simpkins when you created the auto task processes did you do this under Global or Request context? Only those created under Request will show in the custom buttons on the Request view. if you created them under Global, you can download them and upload them under Request and they should appear for you

@Paul Lear There are some instructions on linking documents to your services at the bottom of this wiki page: https://wiki.hornbill.com/index.php/Service_Details Documents from document manager linked to a service are not searchable from the search bar on the home page (search widget). Document widgets can be added to the home and domain pages to show documents as another approach.

@Ann you can use a custom field to achieve this right now, and use a progressive capture question for the SR submitter to provide this info, you can then use the business process engine to map this to a custom field on the SR details. Having this as a custom field will allow you to use it in email templates, and as a column on the request list We are currently working on a new feature, a Due Date field which you can use in SR's and other request types. This will also include the option to view in the request list, how much time is left before / after the due date for each request. This is ongoing but should be available as a standard new feature soon

@Andrew Taskercould you share a screenshot of your report configuration?

@Martyn Houghton the next Service Manager build is going through it's release cycle, so should be on live next week

@Adrian Simpkins @Martyn Houghton this issue has been fixed and will be available in the next Service Manager update

@Mark (ESC) FAQ's are created against your services. https://wiki.hornbill.com/index.php/Service_FAQs Once you have FAQ's created, they will appear on the relevant Service Page on the Employee Portal, for any employee who is subscribed too that service. The FAQ's are also searchable via the search widget: FAQ's can also be presented on the employee portal via the knowledge centre: https://wiki.hornbill.com/index.php/Knowledge_Centre Finally as each FAQ has it's own unique URL, you can also create Link Widgets on your employee portal page to promote specific FAQ's Hope that helps

@Alberto M @Dave Longley you can also do this via the UI and configuration option in the admin tool

@AlexOnTheHill @HHH in a release to our admin console (Scheduled for next week), we will be introducing a Search option on your business processes. This feature will allow you to enter a search term, and this will search all attributes of all nodes in all your processes, and then return a list of processes which match, and a count of the nodes inside each process which have a matching term. So in this example if you have the name of the EMAIL TEMPLATE you can search for this, and the results will list all processes, and the number of nodes in those processes where there is a match. * Caveat to the above - the search is not specific to any specific type of node or context, so if you have an email template called Support, but you also had teams called Support, or used the term Support in a description for a task or approval description in the nodes, all of these will be returned as matches on the search term Support. Keep an eye out for the update next week