Steven Boardman

@Stuart Torres-Catmur This wiki page maybe of interest. https://wiki.hornbill.com/index.php/Multi-Select_Actions There are restrictions in place for both the multi-select actions on both Services and Request Types but you do have the options to turn these restrictions off on a global (system wide) basis. * Please do pay close attention to the trade off of turning these restrictions off as detailed on the wiki, but this maybe something you want to explore Steve

Hi @HHH The description field is a multi-line so works a little differently but you can still inject variables into the field. If you open the description you can still access the variable picker and or manually add in the flowcode variable into this field. To Insert the variable into the text box, hold ctrl or cmd and left mouse click, this will expose a menu of the available request and question variables based on which preceding Get Information nodes you have used. To insert one or multiple variables simply select the variable from the various available menu options (depending on what Get Information nodes have been included. Hope that helps Steve

@Dan Munns i'll ask the team to get in touch just to talk this through and give you some ball park details and look at all options for you. Re the lack of email template, the use of the hard coded email is only a temp measure so we could get this feature out, it is planned to replace this and other hardcoded email notifications with templates, consistent with other email notifications in Hornbill.

Hi @Dan Munns collaboration users do carry a subscription cost, it is small relative to the Service Manager subscription but a cost none the less. I can ask one of the team to contact you re any indicative costs for these type of subscriptions but any user who you want to assign tasks or authorisations too has always needed one of these subscriptions

@Dan Munns Only subscribed users can make authorisations decisions, this does not include basic users. Subscribed users can do this via the mobile, user app or via the voting buttons on emails. But approvers need to be as a minimum a collaboration subscriber (not a full Service Manager subscriber). Collaboration Subscribers have access to tasks and authorisations, workspaces, live chat etc. Steve

@Dan Munns just to add to this. The voting button options will be those defined on the authorisation node - so Authorise / Reject / Tentative (if configured). Any cosmetic changes to the outcome options will be reflected in the voting buttons (colours / labels) Once an email is received by an approver and they make a choice, they will be taken into the Hornbill App to the authorisation task which this relates too. If the choice does not require a mandatory supporting comment then the decision will take immediate effect, but if a support reason is needed (configured) in the authorisation node outcome choice then they will be prompted to add this before their decision is submitted. Steve

Thanks @Darren Rose This sounds exactly what we are working on, so the option for Service Manager subscribers to create their own reports in the user app based on the data they are entitled to see is currently in development as are the options for these to be scheduled as PDF's and distributed to Document Manager (so you can keep all the revisions (history) and collaborate on the report content. In the short term hopefully the build out tomorrow will allow you to create and distribute reports in Document Manager which they can pick up. Steve

Hi @Darren Rose Could you clarify what you are looking for with Self Service Reporting? In terms of report scheduling their is a build going out tonight which will provide the following: * Ability to schedule the distribution of system reports (Admin tool) to Document Manager * More output options including PDF * Ability to use date variables in the system report filters, i.e Today, End of Last Quarter etc As well as the enhancements to the admin tool reports we are still working on the new Service Manager reports which will be available through the user app to Service Manager subscribers. These will be released in stages but will also include formats such as PDF and the ability to schedule the distribution to Document Manager. Thanks Steve

@SJEaton this issued has been fixed and will be available in the update which is going out tonight, so should be available tomorrow. There are also a few additional reporting options being made available in this build including: * Ability to schedule the distribution of the system reports to document manager * More output options including PDF * Ability to use date variables in the filters for reports i.e Today, Endoflastquarter etc Steve

@yelyah.nodrog we do have a change story for adding more email options but it is not currently scheduled. I have added you as an interested party to this, and as this progresses and is scheduled we will post back on this thread. In the meantime as @DeadMeatGF suggests the breach boards are a great way via the escalation actions to have wider visibility of those tickets which are approaching, and ultimately have breached their targets. The boards can be shared with a wider audience so hopefully gives you something to consider?

@SJEaton the fix for this issue should now be available to you, please do let us know if you are still experiencing this issue in IE.

hi @JBasey as Nadeem alludes to above , one view of the users VIP status (if held in a custom field on their profile) would be here when logging a request as an agent: Once the ticket is logged, you could use the business process option to update the custom field (in the details section of the request) with the customers status: I.E VIP, by writing VIP to this custom field following a get request and looking at the customers custom field which would hold their status. Regards Steve

@Paul Morrow great, do let us know how you get on looking at Project Manager and if you have any feedback / suggests. We are currently in BETA status with this app so looking for feedback on how it can be improved, refined and enhanced Thanks Steve

Hi @Martyn Houghton Thanks for baring with us on both of these requirements, we do appreciate these are important. We have been working on approaches to provide searching of posts and comments on request timeline entries and historical updates over the last few months. It is a balancing act between providing these types of searches and managing impact on performance. Completing the development work is close. We will then need to go through load and stress testing to ensure the approach scales. I can say this is one of the active developments we are working on and hopefully you won't have to wait to much longer for these capabilities to be available. Thanks Steve

@Ralf Peters it will skip it kind of, it does still step through the actual node, but if there are no connections then the process won't fail. Steve

Hi @Paul Morrow thanks for the question. Project Manager is respecting the users rights and permissions in Service Manager, so when you are searching in Project Manager to relate a ticket from Service Manager it will only return you tickets which you have the rights to view. This could be based on: * Your rights to work with Change Requests in Service Manager * Only showing you Change Requests logged against services which your teams support in Service Manager Having checked on my instance it seems to find Changes for me, where i have the rights to view changes in Service Manager Is it possible to check if you have the rights to work with Changes in Service Manager and if you can view changes in Service Manager for the services which your teams support? If you can see Changes in Service Manager could you copy and paste a Change ID from Service Manager into the Project Manager relationship search bar and see if it matches and is visible? Steve

@SJEaton another consumer type trick is to offer an incentive for the feedback in that initial email. It is obvious from your perspective what the benefit to the feedback is, but a lot of the time the customer may need some encouragement to answer the What's in it for me question, so anything you can provide as an incentive may help. I appreciate in organisations and especially the public sector, this can be tricky but hopefully what the organisation is shooting for here some business goals / efficiencies by improving your service, how's it's delivered and identifying where further improvements can still be made and as such maybe there is justification for some small budget for prize draws etc which each feedback entry could be entered into, i do appreciate this is not always possible but i always try and think like the customer and ask why would they provide the feedback, and hopefully the efficiency gains made from the increased feedback would more than offset any initial small cost. One thing we do here at Hornbill is have employee of the quarter, year awards and part of the prizes include things like extra days annual leave so it doesn't need to be the cliche TV etc, there are creative awards which are equally attractive to users but again i do appreciate this is not always straight forward for organisations to offer. Steve

Hi @SJEaton There isn't currently an option to send reminders. When your requests are closed, are you including the link to provide the feedback in your confirmation emails to the customers? if so have you considered simple things like masking the link back to the survey behind a more presentable icon or like? Using the email template you can make this nice and obvious there is a feedback option, and the URL which sits behind the image will take them straight into the service portal, and into the request where the feedback is requested? With the URL behind the icon being something like this: https://service.hornbill.com/<insertinstancehere>/servicemanager/request/view/{{.H_pk_reference}} Steve

@Paul Trenter strange that is the same configuration as i had and would have expected. Could you try one thing for me, could you create a dashboard with just this one widget, and set the refresh to 1 minute, and then when in full screen open up the browser develop tools and view the console, like below. After a minute we would expect to see the following console entries as the widget tries to refresh, could you try this and forward anything which you see in the console? Thanks Steve

Hi Sam You can choose the notification options when a request is assigned / re-assigned to another owner or team, these settings are as follows, you can choose email only, hornbill only, or both for assignment ( in Hornbill and in the terms of notifications assignment also means re-assignment ). You will see separate options for owner and team assignment in the application settings. Regards Steve

Hi @Paul Trenter I've created a counter list widget with that configuration, and then added this to a dashboard and put the dashboard into full screen mode and this seems to refresh as expected automatically. Could you confirm if you are viewing the dashboard in full screen mode (arrows icon), as auto-refresh only works in full screen If you are in full screen mode and the issue still persists could you share a screen shot of the widget configuration view so we can try and replicate exactly Thanks Steve

@chriscorcoran I am sure some of the other forum users will share their production change processes to give you a starter for ten, but just to add to that, there are a number of example change processes on the sandbox instance which showcase different features and functions available in Hornbill for Change Control which you are free to view , download and then upload the definitions of and see if they help or give you some ideas. You can access the Sandbox instance as follows: admin.hornbill.com/demo user: grahamc password: H0rnbill Just do a search for: Change and you'll see a number of examples to look at These processes and i am sure those shared by other customers will reference teams, email templates, boards, sub-statuses etc which would not exist on your instance so do check through the various nodes and make any necessary changes when looking at these processes. Hope this helps Steve

@Jenny a change has been made which will now show a customers requests which are not just open, but also those in a New or On-Hold status in progressive capture. This change will be included in a service manager update in the next couple of weeks so please keep an eye out for the supporting release notes for the next couple of builds.

Hi @alecwa There are a couple of features which might help here. 1. Business process & Progressive Capture visibility. If you enable the following system setting then you can share your processes and progressive captures with roles, users, and groups so in your scenario - share these with the admin who has the rights to change live processes and the other test user would not see those, and they would only work on processes they have created or have been shared with them This setting is under Home > System > Settings > Advanced Settings and will then give the owner of the processes and progressive captures the following options: To support this, you could also mark your services access as Private, this will mean even if a user has the rights to manage services if they are not the owner of the service or in a team which supports the service they will not be able to see it in the list of services, and will not be able to access it to change which business processes and progressive captures are used against it, and it's catalog items. Users who support the service and have the rights to manage services will have cut down rights to add FAQ's, publish bulletins etc but it will only be the service owner who can manage the request configuration options etc. So it is not 100% what you were looking for but if you manage your processes and who have access rights to them, and do likewise with your services, you could have a test service which this user can access, and they would only be able to use their own processes or processes shared with them against this service or other services they created. I hope this gives you some ideas to try Steve

Hi @Harry No problem i have asked my colleagues to provide you the info on the subscription costs, as this varies on a sliding scale depending on how many existing subscribers you already have, so they'll get back to you asap In addition you can also request subscription changes via the Hornbill Customer Success Portal. This is accessed via https://success.hornbill.com/hornbill/ if you did need any additional subscriptions. At the first time of visiting it will be necessary to click “Login” and then the “Forgot Password” link in order to set a password. Steve