Steven Boardman

Hi @shamaila.yousaf the lists have been in for a while but we are always adding more options to evolve them. On that subject we have a story to look at views, and export options but it is not scheduled as yet, as soon as it is i'll post back with a better indication on when this will be available Steve

@Paul Alexander no problem i've added you to this as well.

Hi @shamaila.yousaf thanks for getting back to me. Sorry if i am not understanding the requirement, under the asset management menu options there is a Manage Assets option which gives you the option to either view all assets, or assets by type in list format. On the list view you choose you can decide which asset attributes to display, their order, you can sort by columns and filter using the quick filter like the request list view also. Is this what you were after? if you can't see the view i am describing do you have the rights to manage assets? Steve

@SJEaton let us know how you get on with the customers manager views. We do have a story for enabling connections to view requests on the portals but this is not scheduled as yet. I have added you, Samuel and Martyn as interested parties to that story which will help move it's priority forward. We'll post back here as that story moves forward, but do let us know how you get on with the customers manager option Steve

Hi @Harry The users you want to be able to complete approval tasks, be it from the mobile, browser or using email and voting buttons would require a collaboration (platform) subscription. These subscriptions are a fraction of the cost of the Service Manager user subscriptions but the users would need them in order to automatically have their approval decision progress a business process supporting a ticket. If you would like info on the subscription costs please let us know Thanks Steve

Hi @Martyn Houghton afraid not, let me raise it again internally and position the use case you have for it Cheers Steve

@Keith the latest build of Project Manager now includes the ability to relate Service Requests to projects Thanks Steve

Hi @chrisnutt @Victor is correct we are working on and will be introducing report scheduling but this is still probably a number of weeks away from being available. We are working on various aspects of reporting and scheduling, output types as well as new in-app reporting are all areas which are actively being worked on and will be rolled out progressively, so we may not have something for your specific requirement this month but hopefully will have fairly shorty. In the meantime i would like to see if we can bottom out the issue you were having with your measures, as you should be able to create a measure which gives you a daily count of the open (active) tickets you have, it should be a straight forward one, so would it be possible to share a screen shot or attachment of the config you have of the measure you were trying to create? this to me sounds like it would give you exactly what you need - i.e a daily count of currently active tickets so you would not need to manually count them at the end of each week or day, and you would not need to remember to take the daily count, as the measure would do this for you and give you the accurate daily active count each and every day. Anyway hopefully the news on the scheduling is positive, and if we can help with the measures maybe we can get some analytics there which you can share on widgets and dashboards which department heads can access to see this info. Steve

Hi @alecwa Thanks for the post With the existing the Boards functionality each agent can filter the board to see only the changes etc which they own by clicking on their image, this will show their changes by stage. Another option open to you is to use the request sub-statuses to reflect the progress of your changes through their lifecycle and in your business processes you can have these automatically updated as actions such as reviews, assessments, approvals etc have been completed - use the update status option. This will then allow your agents on the request list to use the sub-status column to see current progress (as below) Using the sub-statutes you can set these globally in the admin tool per request type, but you can also set up service specific and request type sub-statuses so you could just create these on change types for the services you manage changes / releases against, or globally if you need this across all changes on all services. More info on the wiki-here for sub-statuses https://wiki.hornbill.com/index.php/Request_Sub-statuses Steve

@SJEaton let us know know how you get on, another thing to check is if you have subscribed users to the service, and that when you are logging via the service desk that the customer you are logging for is subscribed to this service? also if the team you belong to supports the service, so has the rights to see this service when logging requests for a subscribed customer?

Hi @SJEaton On each catalog item in these services you still need to set the visibility to ServiceDesk . These should then still show as options for your agents on live.hornbill but the service and catalog items should not be visible on the portal for customers I have tested this and it seems to work as expected for me, let us know if this is still not the case or if you are not seeing them now? Steve

Hi @SJEaton For the services you don't want visible on the portal, if you switch the Portal Visibility toggle they will not appear on the portals. Regards Steve

Thanks @Michael Sharp that makes sense, i would see how you get on with the members option as this has a few benefits: 1. You will get a hornbill notification that you have been added 2. You can see all requests you are mentioned in from the request list using the default list filter 3. You can build your own views using the Member parameter when building your own custom views on the request list 4. The member feature acts as a way of elevating the users rights to view the request, if it is not one when the user supports via their team memberships and services they support I use this exact example where i add the service desk manager to all requests which are logged as major incidents, so they get notified, can view them and have custom views on the request list to view all those which they are a member of. Let us know how you get on

@Michael Sharp just out of interest would this need to mention be to a set person (named user) each time or some form of variable - owner of request, service owner etc?

Hi @Michael Sharp I don't think it is possible to do this as Dave suggests, and his approach of fixed times linked to priority is an option. One other approach which is possible is to use a date / time from a progressive capture question as the due date of business process tasks in a request to onboard a new starter, or if equipment is needed for a particular date. Now this is not at the request level but it would allow tasks to have due dates linked to the start date, or required dates. You can set these up on tasks by possibly mapping custom questions to custom fields on a request and setting those fields as date / time fields. Then on in your business process use the get request info node in front of a task node and in the due date field for the task use the variable option and the value from the custom field in which the custom question has been mapped. Hopefully that makes some sense? I've attached a New Head Count business process as an example, in the last stage under fulfilment i have two tasks which need to be completed by the day the new start is joining the business and their start date in the custom field is used as the due date in the related tasks Steve new-head-count.bpm (2).txt

Hi @Michael Sharp are you looking for the ability to @ mention via a business process? is so this is not currently available. However what you could do is the following: Add the specific person as a Request Member through the following business process option The user will by default get a Hornbill notification letting them know they have been added as a member to the the request, this approach is only feasible if you are referring to a user who is a support colleague who has rights to the Service Manager app and can click on their notification link and be taken to the request where they have been added as a member. The other option is to add users as Connections Via the business process, and then use the business process options to email the connection type with a message. Hopefully these might provide you with some options Steve

Hi @gwynne Are the managers picking the emails up on their mobiles? if they have iOs or Android devices could they use the Hornbill mobile app to complete their authorisation tasks? Alternatively and you may already be doing this, but are you using the following Service Manager option which will automatically send the approver an email, in the email they will have voting buttons (outcomes - approve, reject, tentative approval (if configured as an option). app.request.sendemailtoauthorisers Clicking on the voting buttons will take them into Hornbill (via mobile browser) but all they need to do is enter user name and password and their decision will be submitted and they will view the completed authorisation task. The only exception to this is that if a reason is mandatory for the chosen outcome it will require them to enter the reason before the outcome is accepted. This is similar behaviour to that of solutions like Linkedin where you get an email notification about a new connection request, but the link in the email to confirm opens Linkedin for you to view the new connection - The above would require them to login but it is all prompted based on selecting an outcome from the email voting buttons? Hopefully either the use of the iOS or Androis native app, or the above email voting buttons option may help Steve

@m.vandun we'll look at add an additional 4 custom fields, watch out for the release notes on updates for when these filter through our release cycle.

@m.vandun good question let me ask the question and get you a response, out of interest how many over and above the existing 8 would you think would be needed? Steve

Hi @Darren Rose There are a couple of options here. 1. Organisations and Contacts are provided as part of the collaboration functionality and provide the basic information and capabilities. We then have the Hornbill Customer Manager app which can be installed and this enhances the functionality which is available against each organisation. * Add Attachments * Link Documents * Schedule Activities * Add Members * Add a Timeline for collaborating on the organisation An example of this is shown below: Other features are constantly being added and one example which will be added is service contracts. Customer Manager is a app which carries a monthly subscription and is £19 per user per month. 2. Alternatively if you don't have a need for all of the above functionality you could do possibly achieve what you need with the existing organisation record, the use of Document Manager (free app) and custom buttons. So in the example below i have done the following 1. I have added the document i want to link to Document Manager (from here i can revise it, share it, collaborate on it, se review dates etc) 2. I then use the form designer on the organisation record to use a custom field to the 'Extra' details section to hold the document reference id in this example 'DOC20160800000001' this field does not need to be visible in the extra details section i have just shown it for example purposes. 3. Using the Custom buttons option at the top add a new button which in my example opens the document. To create a new Custom button click on custom buttons, give the button a name, colour, icon etc and then define the URL - in my example it is as follows, where <template> is your instance name and [h_custom_4] is the custom field in which the document name is held on the organisation record https://live.hornbill.com/template/docmanager/document/details/[[h_custom_4]] This approach allows you to add a specific type of document to each and every organisation record and as the custom button is passing through the custom field variable, it will open the relevant document in document manager based on the document id held in this field on each org record. You can of course repeat this for other documents and use other custom fields and custom buttons. Alternatively there is the Customer Manager app which gives you both attachments, a document upload link and more, but hopefully some things to think about Steve

HI @Darren Rose It's close, we are still working on some final issues and UI, but here's a little update on how this is evolving from the first post The above possible knowledge is presented as you go through progressive capture forms, and the matches dynamically narrow as as you provide more info. users can click and view the knowledge and move between knowledge results (FAQ's / Known Issues etc) We still have a few final bits to iron out and get through internal testing but it is not far away. * As per above this is evolving all the time so this is not the finished article but hopefully a good indication of our direction Steve

Thanks @Keith we had by design restricted the request types to Change and Release as they made the most sense initially, but there is no technical reason why we can't extend this to other request types, i'll feed this in and see what is involved in exposing SR's as well, we'll post back here as this progresses Thanks Steve

Thanks @Darren Rose I'll add this sorting requirement and get back as we progress it, seems like a reasonable one Steve

Hi @Stuart Torres-Catmur Unless your business process has been been configured to manage two stage closures then the request being re-opened and put back into an open status will not interact with the business process or the progress tracker at the top of the request. So would not automatically go from resolved to closed a second time (if you had that originally configured in your business process) Now if you have the rights to resolve the request, you should also see a Close option available under the resolution (tick) action item on the request tool bar which will allow you to manual close the request. If you wanted to allow and manage the concept of either a two stage closure or to manage (in the business process) the re-opening logic then you can look at using the Suspend > Wait for status change which is documented on the wiki in the business process options: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow There is a working example of this on our sandbox instance which you can access on our website which as shown below uses this logic once a request has been placed in a resolved status but is then reopened (in this example by the customer), but it allows for re-opening of the request once resolved, and also for auto-closure if the customer is happy, or does not respond for a period of time - this example will loop round and round happily and will interact with the progress tracker on the request You can login to the sandbox instance instance to take a look (admin.hornbill.com/demo) user grahamc and password: H0rnbill looking at the mac-slow-performance business process, or you can upload the process definition to your instance for testing if you prefer (attached) Hope this helps Steve mac-slow-performance.bpm (1).txt

Hi @SJEaton If you are using SLA, are you using response or resolve or both, if so you should already have two columns available to you on the request list - Resolve By and Respond By Obviously if you only use a resolve by or just a respond by target then just use the relevant one's. Each analyst can choose which columns are displayed and the order from the column picker (drop down next to the cog icon). Steve