Jump to content

Martyn Houghton

Hornbill Users
  • Content count

    1,485
  • Joined

  • Last visited

  • Days Won

    37

Martyn Houghton last won the day on June 11

Martyn Houghton had the most liked content!

Community Reputation

161 Excellent

4 Followers

About Martyn Houghton

  • Rank
    Senior Member

Profile Information

  • Gender
    Male
  • Location
    Theale

Recent Profile Visitors

1,888 profile views
  1. Martyn Houghton

    Customer Portal - Profile restrict display/update of image

    @James Ainsworth Thanks for the reply, indeed we do want customer to maintain their contact information, so if a feature request can be raised to allow the removal and restriction of updating the contact profile image only. Also is there a reason/context why the setting mentions anonymous, or is this something I should not worry about? ;-) If the profile images are stored on the file system, how do we go about getting these cleared down for contacts? Would we raise a support request to do this? Cheers Martyn
  2. Martyn Houghton

    SLA Escalation Actions - Notification Option

    @James Ainsworth Thanks for the update. Cheers Martyn
  3. Martyn Houghton

    Using the Hornbill App for external customers

    @mojahidm @Gerry mentioned in the Future Roadmap part of the recent Insight 2018 User Group session about the possibility of providing a end user (service and customer) native mobile app along these lines, so hopefully he will respond with some further details to your post. It is something we are also interested in given most of our support is external. Cheers Martyn
  4. A number of our external customers have feedback that they would like the ability to 'Quick Log' a request on the portal without having to first select the Service and then a Catalog item, i.e. very much like the log a new request interaction in the Live User App. I appreciate that they still will have to select the Service and the Catalog item in the process of running through the Progressive Capture, but this is more structured for these users rather than having to select the Service visually from the list of subscribed icons. Also, given the Knowledge Centre experimental feature which is helping to highlight potential matching services/catalogs when the Request Details node is completed, would play into this approach as well helping the user to select the correct Service/Catalog option. Do you have any plans around providing this additional method of logging new requests on the customer Portal? Cheers Martyn
  5. Is there a separate log file for the Customer Portal connections or is it part of the main Server Log? The reason for asking is good old GDPR and I am trying to determine if we capture in the logs the IP address of customers who access the portal? If they are, how often are these logs rotated/cleared down and is there an option to not capture IP Address? Cheers Martyn
  6. Martyn Houghton

    Customer Portal - Profile restrict display/update of image

    @James Ainsworth, @Steven Boardman WIth GDPR at the fore front, we really need the ability to disable the option for customer portal users to display/update their profile image. Also, I still need to know where this is stored in the database so as a workaround I can clear down the images which have already been uploaded. Cheers Martyn
  7. When posting in a Workspace and including a URL link to a Document Library, these are not picked up or rendered as an internal link like other links to requests, post, documents etc. They just get posted as a normal URL link, Cheers Martyn
  8. Martyn Houghton

    New Activity form not Distinct

    @Daniel Dekel Thanks for the update. The reordering will help in minimising the impact from the UI change and the hint text will make it easier for users to adopt. Cheers Martyn
  9. Martyn Houghton

    No Team update option anymore?

    @Victor Is the fix referred to in the Announcement below as 'Post Box - Visibility list is partially hidden' referring to the Visibility list in the Update action? Cheers Martyn
  10. Martyn Houghton

    No Team update option anymore?

    @Victor Thanks for the update. As you mentioned 'Core team', will this be a Collaboration update rather than Service Manager? Cheers Martyn
  11. Martyn Houghton

    No Team update option anymore?

    @Victor This is affecting us as well and causing some concern as we are not able to update tickets with internal comments on them. Is there a timescale regarding a fix for this? Cheers Martyn
  12. Martyn Houghton

    Accepting Requests

    +1 for us, as well.
  13. Martyn Houghton

    SLA Escalation Actions - Reminder destination

    @James Ainsworth We now have the Team option in terms of an email destination for escalation notification, but with use trying to minimise email and traffice outside the the tool itself, it would be good to have the option to send a notifications to the assigned 'Team' as well as part of the escalation actions. Cheers Martyn
  14. Martyn Houghton

    SLA Escalation Actions - Notification Option

    @James Ainsworth Just wondering if there are any plans to extend the SLM Escalation actions, such as generating notification (removing the need to use email), add to the new Board Manager? Cheers Martyn
  15. Martyn Houghton

    New Activity form not Distinct

    @Daniel Dekel Would the number of outcomes displayed before going to the 2 plus drop down be dynamic, in terms of having shorter outcome label or would this be fixed? Also at the moment you can not specify a hint/explanation text to be displayed when hovering over the button. If there was this option to include the longer description/clarification, then the outcome labels could be smaller. Cheers Martyn
×