Steven Boardman

Does the existing drop down field not show in the details section already? looking at your original post you mentioned you had the is this a first time fix drop down question on all your calls? or is that a progressive capture question? If it is a request custom field only it can't show in the questions section unless it was asked as a question during the Progressive Capture process. You could go down a different route in the logging process if you were using a custom form for gathering any of the required info in your progressive capture? - if you had other questions on such a form - such as shown above 'Was the AD password been successfully reset', you could add one more and map the answer to this question to your h_custom_p field by putting this value in the field id, and then use a label of FTF in the label field so this also shows in the questions section ( not editable) If you untick - This field will be visible on the form, then the analysts would not be prompted to answer this when on the custom form in your progressive capture, and if you set the Default Value to Yes as shown below this would: * write the value to h_custom_p * Show in the questions section * Not require the analysts to answer this question The caveat being it would need you to use a custom form in progressive capture which may defeat the time saving which you were after? Wiki info on mapping custom form questions - https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms I am not sure we can pre-set a specific customer in the process, would this not change each time and the analysts would need to record this depending on who they are resetting the password for? for both reporting and also for the individual customers to have a record / access to their password reset requests via the portals etc?

Hi @yelyah.nodrog Is your Is this a first time fix question a custom field on a request form? not a question in Progressive Capture? If so in your Password unlock business process, you could use the Automated task > Requests > Update Request > Custom Fields and pre-populate the relevant custom field with your Yes value - obviously you would need to check which custom field is being used for this question on your forms This way the analysts won't have to set the value, it will be populated based on this business process being linked to that type of request. Hope that helps Steve

Hi @SJEaton There are some example widgets (queries) and an example customer feedback dashboard on the Hornbill sandbox instance which you could perhaps use for inspiration or a starter for 10? There are also a couple of example feedback reports on the sandbox again which may help You can access the sandbox instance and admin tool as follows: admin.hornbill.com/demo user: grahamc Current password: H0rnbill Hope that helps Steve

Hi @Lightsource not currently, we do have plans to increase the details of requests which is visible on the Mobile app, once these progress i'll post back here

We are excited to release the Hornbill Project Manager App after considerable feedback from our customers suggested that this would greatly benefit them and their teams to better plan and manage the multiple projects you get involved in delivering day to day. Project Manager has been published as a BETA App as we are looking to solicit feedback from you on what features and functionality you might feel are required to take this to the next stage in its evolution, you can now install the Project Manager App from your App Store. Planned Features As well as the features delivered in the initial BETA release, we have the following enhancements planned: Project Boards Plugin to Timesheet Manager Expanding on Service Manager Plugin Expanding on Project Types / Templates Resource Budgeting Project Dependancies (Completion Dates / Milestones / Tasks) If you have any feedback or requests for additional features please post them as new topics here: Notice During the BETA period, you are able to install and make use of the Hornbill Project Manager App for FREE however once the Hornbill Project Manager App is taken out of BETA and made available for subscription it will become a chargeable option. Pricing for the App will be based on the number of Named Subscribers and our planned subscription charge will be £10 Per User Per Month. Notice will be provided in advance of this switch, and you will have the option then to subscribe if you wish to continue to use the Hornbill Project Manager App. Documentation Please visit the Hornbill wiki to learn more about the Project Manager features and to view an overview video. https://wiki.hornbill.com/index.php/Project_Manager

Hi @dconagh Report scheduling is something we are currently working on, in parallel with new in-app reporting and PDF output. You may have seen we made scheduled tasks available as an experimental feature just recently and scheduled reporting is the next step. Once we have some more concrete idea around availability we will post back here. In the meantime i have added you, and @HHH as interested parties to this story. Regards Steve

Hi @Lightsource The questions and more namely the answers to the questions are not editable. However one approach you can do is map the questions in progressive capture to the custom fields on the request, and these can be viewed and edited in the details section of the request. There is info on this on our wiki https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms When custom questions have been mapped to a default request field, the question and answer are still available in the Questions section on a request as well as the default fields mapped too. This will allow for the original answer to be retained The default fields values can be changed once logged Steve

@samwoo @Martyn Houghton the first iteration of the Connections progressive Capture forms has been limited to the user app and not the service / customer portals, so as you say this form will not show on the portals (currently). The initial implementation allows for the user (analyst) to pick / specify the connection type, which for an analyst seems reasonable, however we are looking at other options to not require the customer on the portals to have to distinguish or know which connection type they should add a user as, and instead leave that as a choice for the progressive capture designer at design stage. There is also the wider question of visibility of requests on the portals which you are a connection too, but that would be a little further along as well. I'll post back here once the Connections on the portals is resolved. Steve

Hi @Dan Munns having looked into this, it does appear to be an issue with the docmanager admin role which this user. We are going to a change and push out a new build for document manager, but would you mind revoking this role from the user and see if the displayed business processes are now as expected? Steve

Thanks for confirming @Dan Munns i'll get this looked at to see if we can find what the issue is

@Dan Munns For owner, see Created By on the list of Business Processes. I have asked one of the team to confirm the expected logic with and without the system setting enabled, it is a follows: By default everyone will have access to all the BPM (because the setting is set to false by default) as long as they have BPM Manager role granted i.e. manageBPM system right. If this setting is enabled then yes the customer has to go thru each BPM to grant access to user/group/role. Otherwise, only the user with Super User Role (i.e. admin privilege level) or the user who owns (created) the BPM workflow or the user to who has got access through user/group/role can access the BPMs. User should not be able to access any BPMs if it's not shared with them If this is not the case, as i suspect this is what you are saying then we can investigate as to why, could you review the above and let me know if what you are seeing if different and to help pinpoint any issue, please provide an example where a user is seeing more than they should Re your other post, i am going to ask one of the team to look and comment on this now Steve

Hi @Dan Munns is the user in question an owner of any of the other BP's which you now don't want them to see? I don't think there is another role which would be overriding this but i will ask the question internally and find out for you

The ability to add a new Contact (external) is now available in the latest Service Manager update. You can enable the New Contact option on the Customer Search Progressive Capture form through the following system setting in the admin console: Home > Hornbill Service Manager > Application Settings app.itsm.progressiveCapture.customerSearch.allowAddContact Steve

@lee mcdermott no problem, glad it's there and hope the team find it a useful addition

@lee mcdermott The users should not need the Services Manager role to see the Service Manager tab on a users profile, i've just tested this and my users who do not have the Services Managers role can see both the users requests (that they are entitled to see) and the services which the user is subscribed too (again if they don't have the Services Manager role but belong to a team which supports the service, they can drill down and see limited info about the users services, and if they don't support the Service, are not a service owner and don't have the Service Manager role then when they click on a service, they should see a message saying they don't have the rights to view that service. Would you mind sharing a screen shot or list the roles a user has assigned to them where they can't see the Service Manager tab on a users profile? This feature was specifically introduced for just the reason you have cited, so the support teams should be able to access the Service Manager tab Let me know the roles these guys have and i will try to replicate? Steve

Hi @ljbrown It all looks ok based on the screen shots provided, perhaps the quickest route as you have premier support is to log an issue so we can look at this with you: https://www.hornbill.com/support/ Thanks Steve

Hi @Dan Munns i think we are pretty much there with the services. Each service's Access can be set to Private (default is open) For those services set to Private, Only the owner of each service will have the right to modify the service details and configuration. Members of a team that supports the service that also has the Services Manager role will only be able to add and update FAQs, Bulletins, and the Operational Status. Only the owner can add or remove Supporting Teams and only the owner can add or remove subscriptions What this means in practise, is if you give a user the Service Manager Role and allow them to create their own services, as long as they mark them as Private then other users who may also have the same role would not see, or have rights to make changes to someone else's services. So in the example above i have marked the Home working Service as Private, and as the owner (graham clarke) i can see this service in my service list, and those members of the supporting teams (1st Line etc) who have the Service Manager Role will also see them but will have more limited rights. However if i log in as Sue who works in our Peoples Services team, and has the Service Manager role, she can create and manager her services, but will not see the Home Working Service which is owned by Graham Clarke in IT. In the example below, Sue can't see or access the Home Working service. A little more info on the wiki here, under Access - https://wiki.hornbill.com/index.php/Service_Details Hopefully that is another feature which helps?

@Catherine Just to add to this, in the next service manager update (due this week), we have added the ability to see a users' requests from their profile, so you could use the global search to find the user, and on their profile see all the requests for that customer (that you are entitled to view based on the teams you are in and the services your teams support - like the request list logic) The wiki page for this is already available ahead of the next Service Manager update https://wiki.hornbill.com/index.php/Co-Worker_Service_Manager Hope that will help too

@Paul Alexander thanks for the feedback on the partial search matches, it is something we are looking into and i'll post back here with updates. As you say in the meantime the wildcard option will get the results but i appreciate with the desire to push collaboration in the teams you / we want to make this as intuitive and easy as possible.

Hi @Dan Munns I was just having a look at one part of this re the BPM's visibility, and have you looked at the following system setting? Home > System > Settings > Advanced security.bpm_access_controls.enabled With this enabled you get the following Access control on the Business Processes, and the Process Owner will see the option to share the processes with Users, Groups, Roles I can grant access to those i want to have access to work on this process. If i am logged in as a user who owns lots of processes i see the below. However if i assign the Business Process Manager role to a user, and share a couple of processes with them they only see these processes when they are logged in: So this would i hope work in terms of not allowing super users viewing and having the option to edit / delete processes which are not relevant to them? The same is true for Progressive Capture and those with the Progressive Capture Manager role. Below my user has only had one PC shared with them and this is all they see when looking at the Progressive Capture List. Hope that helps

@ljbrown @Tina.Lapere @DeadMeatGF @Kelvin @Ralf Peters @Michael Sharp @Dan Munns @chrisnutt @cchalmers An update on the ability to schedule Activities. You now have the option to try out Scheduled Jobs, in the admin console under Home > System > Settings > Advanced, you can enable: * experimental.feature.scheduledJobsUI This will allow you to try the new experimental feature. Once you have enabled this setting, users will see a new Schedule option available to them when creating activities Selecting this option will allow you to specify the when you want the activity to reoccur : * Once only, Daily, Monthly etc * When it should start (date / time) * Only on Certain days * For a defined period of time, or to reoccur indefinitely Once the Activity has been scheduled, you will be able to manage your scheduled jobs from a new menu option under Home > Scheduled Jobs From here you can remove, edit, pause, resume scheduled Jobs Scheduled Jobs offers the ability to manage scheduled activities (not requests). This has been released as a Beta feature and we welcome your feedback. Steve

@Dan Munns Just the scheduled activities for now but scheduled reports are on the list so bear with us and we'll keep you updated as these start to materialise in the SM app.

Hi @Dan Munns I am not sure why these are disappearing from the activities bar - are they set with a due date? once viewed they may move out of 'New' and into one of the other lists based on date (today, overdue, later etc) On the My Activities views, the list may not be the most helpful view, but you can use the status filter in the tool bar to only show you the active or assigned activities as shown below: Alternatively the users can create their own Board views and create their own lists and criteria for the activities showing on the lists; Such as below where i want to see those activities which are due today, and for example are not complete / cancelled - but this is really up to you to decide what lists of activities you want and what criteria they need to meet to dynamically appear. Finally you mentioned you are using the api scheduler tool currently to create the activities, just to let you know the Activity Scheduling is now available to look at under a beta flag on your instance. In the admin console under Home > System > Settings > Advanced if you enable the following exp flag you will be able to try this. * experimental.feature.scheduledJobsUI With this enabled in the user app, you will see a new option when creating activities: If you click on the Schedule option you can configure it's frequency and details You can view and manage your existing scheduled jobs from the following menu option: Where you can edit, pause or run your scheduled activities: Hope this helps Steve

Hi @Darren Rose @samwoo Just a quick update on this, we are currently working on a knowledge story to introduce dynamic knowledge in progressive capture - so basically as your analysts and customers are filling int their progressive capture forms, they will (non intrusively) be presented with relevant knowledge (in the form of FAQ's, requests, known issues etc). As part of this story we have improved the search query, and also applied this to the general search query used in the portals. So once the knowledge story is released, your users will get two things: 1. Dynamic knowledge during the progressive capture logging process (hopefully cutting down further on the amount of tickets which need to be raised) 2. Multi word search matching, irrespective of order or position in documents, so using the original example a search for Holiday Approval would look for matches on Holiday Approval, Holiday or Approval and return matches against all of these. Sneak preview of the NEW progressive capture search below, obviously the look and feel is subject to change before release: This work is currently ongoing but watch out for the release notes in the Service Manager updates in the coming weeks Steve

Thanks @Darren Rose i'll chase this up and see if / what can be done to improve the search and post back here