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Martyn Houghton

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Martyn Houghton last won the day on August 1

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About Martyn Houghton

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  1. We have a ever growing list of views setup in our request list, both individual and shared. Consequently this is becoming harder and more time consuming trying to scroll down to locate a specific view. Can a Filter field be added to the View drop down covering both your own and shared views, akin to the one on Team drop down, so it easier to get to the view you want more easily. Cheers Martyn
  2. Can the 'Apply to Request' action from Shared Mailbox, be updated so when the email is attached to the timeline in the Service Manager request, the update includes any CC: recipients, so it is consistent with the way emails sent from Service Manager are displayed in the timeline. This will help analyst identify any new connections which need to be added as well as save time as they will not have to use the 'View Email' option to see this information. I thought this had been logged before but was not able to locate this via the forum search. Cheers Martyn
  3. At the moment you can include the custom fields from the 'Contact' but only the Organisation field from the contact. Can this be extended to allow the optional display of organisation fields and in particular organisation custom fields, as we use these to hold information such maintenance expiry date, support level and whether they are hosted etc. The aim is that this information will be presented in the Request View - Customer Section, so the analyst does not have to open up the organisation page to see them. Thanks. Martyn
  4. @Alisha +1 This would be useful to use as well. Also we would want to expand this to other user variable such as job title etc, so that this can be reconfirmed by the customer when they are already in an interaction with us. Cheers Martyn
  5. @Michael Sharp In relation to the primary New status, we used to use this and in our case set it via the BPM process itself, but we moved away from this due to the standard Request List filters, which mean that if you had it filtered to Open, you would not see New requests as they are not included as the filter is literal on the primary status. We moved to using a 'New' Sub Status within the primary 'Open' status so analyst working form the 'Open'filter would seem them. In terms of assignment from request coming in from the portal, we use a mixture depending on service desk in question. Most we use the Auto Assign Round Robin process, but if not one is available we assign the team and then send notifications/email to the team. Others we just assign to the team, but both set it status of 'Open' and Sub Status of 'New'. We do have widgets on a dashboard for these but they are separate. For Emails we have both manual process of the team monitoring the shared mailbox and for some services we have routing rules which use the raise new request and update request. We would like to use more of the routing rules, but there are some limitations with their flexibility at the moment. Cheers Martyn
  6. Can the Request > Update Request > Details node be extended to allow the setting of the language when using the node to update the Summary and Details, as at the moment it will just use the default. This is so we can we can reset the language setting for the for the main summary and details fields in the BPM taking into account the contact/customers default language when it is logged via a routing rule, as the latter does not honour it (see link below). Cheers Martyn
  7. @TrevorHarris Is there any update up the language detection approach you where working on? Cheers Martyn
  8. @James Ainsworth @Steven Boardman Is there any response on this at all, as this is becoming an increasing issue and blocker to email integration using routing rules when dealing with international external support. Cheers Martyn
  9. Related to my other post below, can a new configuration option be added to routing rule to enable the auto addition of connections on to a Service Manager request when it is logged or updated using the routing rules. The idea being that any matched existing contacts or coworkers referenced on the To or CC lines are added to the connections on the request. Cheers Martyn
  10. Can the timeline insert made into Service Manager when using the 'raiseNewRequest' and 'updateRequest' include the details of those who where CC'ed into the email, so that the format/display is consistent with the content displayed when sending an email from Service Manager. This make it easier to spot new where new connections need to be added, without the need to open the linked email. Cheers Martyn
  11. We have a number of enterprise processes which we want to implement and automate in Service Manager, however as they include attachments which need to third parties outside of Hornbill, we are not able to implement them. Can the BPM Email nodes be extended to include the option to include attachments, even if initially it is the basic option to include Customer Visible ones, Team Visible ones or both? Cheers Martyn
  12. @Logan Graham We are also getting the same issues. Appears to have been triggered by the overnight application of Hornbill ESP build build 3104. Cheers Martyn
  13. Can the order of the right-hand panels on the 'Request Screen' be made configurable, so that the 'Activities' panel can be moved up to immediately below the information panel. When time recording and members are added the activities section disappears downwards and you have to scroll down to see the current activities. As we extensively use workflow and activities so would be useful to have these more prominent at the top, compared to the other content. Cheers Martyn
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