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Martyn Houghton

Hornbill Users
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Martyn Houghton last won the day on February 23

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About Martyn Houghton

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  1. Assigned Users - Bulk Add from Role/Organisation

    @NeilWJ Thanks for the update. Cheers Martyn
  2. Identifying owner of ticket when Response SLA marked

    @chrisnutt No did not get a response, so I suspect the only way is to capture it in the BPM and stick the analyst id in one of the custom fields. Cheers Martyn
  3. Priorities per Service

    @Dan Munns Most of our requests are logged by the portal. We use a generic progressive capture so we branch in our case based on the organisation (but if you are using a service specific progressive capture you would not need to do this) and present them with the priority options, which we label 'Requested Priority'. We branch on organisations as different organisations have purchased different SLA's. Then at the beginning of the BPM we extract the Question response. Then use a string of decision nodes to then set the correct priority value itself before calling the start timer nodes for the Service Level rules to be applied. It looks a bit complex in our screenshots as we have a lot of combinations. Indeed subscribing priorities and organisations to service levels and services would make it a lot simpler, but this works for us. Cheers Martyn
  4. Priorities per Service

    @Dan Munns This sound similar to our requirement below. The work around I am using is custom form in the Progressive Capture to only display the appropriate priorities for the service and then using the answer to set the actual priority at the beginning of the BPM. Cheers Martyn
  5. Search this Workspace

    @Daniel Dekel Thanks, thats good to know something in planned. Cheers Martyun
  6. When a customer (contact or coworker) adds an attachment to the request via the portal, a timeline entry is created. It would be useful, especially where you have a large number of attachements on a request, to be be able to open the attachment directly from the 'More Actions' drop down on the timeline entry itself. Cheers Martyn
  7. Search this Workspace

    It would be useful to have a quick 'Search this Workspace' facility on the Workspace view, the same way you have search/filter option on other content pages. I know you can achieve this by using the global search and selecting the workspace, but when you have a large volume of them that can take a while to do. Whilst using the browser find option will only find the value in the content which has been loaded, rather than the whole content. Cheers Martyn
  8. Custom fields as Request List columns

    @chrisnutt This us currently not possible and has been raised previously as a requested requirement. They way some of us have done a workaround to get one key custom field visible is to take over the External Reference field and use this for your most important custom field. Cheers Martyn
  9. Close Incident Permissions - User vs BPM

    @Chaz I have removed the 'Close Incident' application right in our copy of the Incident Management User role, but the end users still have the ability to close the request manually rather than having to use the workflow to do it. Our custom copied role Standard role Configured my Test use with only the roles below, but still able to close the incident via the Resolve action. Is there another right that is giving this permission or is the system not honouring the application right. Cheers Martyn
  10. Assigned Users - Bulk Add from Role/Organisation

    @NeilWJ Just wondering if there had been any further though on the provision of bulk assigning based on role or organisation team membership, as just having to do a large volume of them again today, Cheers Martyn
  11. Building a knowledge base?

    @Ehsan, @James Ainsworth Is there any update on the development item, to be able to link Documents to Services and said Documents to be available from the Customer and Service Portals? Cheers Martyn
  12. Asset Form - Filters options

    It would be really useful to have the ability to specify in the Progressive Capture - Asset Form, a number of filters, there by being able to control the assets listed, by Asset Type Organisation owned assets Contact owned assets Cheers Martyn
  13. @James Ainsworth Would you be able to provide some more details on the planned changes relating to Assest and External Contact/Organisations which is in the development backlog, so that we can determine if we need to raise further related enhancement request. Cheers Martyn
  14. E-mail customer when ticket put on-hold / resumed

    @ShalilK We currently achieve this through the BPM itself using a human task. We take the reason text from the human activity, put into one of the custom fields, trigger an email customer node which uses a template set to use the custom field we used to pass the text and then clear the custom field. It a bit involved, but allows us to do this for some of our services which work this way. Cheers Martyn
  15. "I've Read This" function?

    +1 from us too
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