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Martyn Houghton

Hornbill Users
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Martyn Houghton last won the day on January 9

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About Martyn Houghton

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    Theale

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  1. Martyn Houghton

    Auto Assign to most available Analyst - clarification

    @James Ainsworth Is there any update on the option of including/excluding the number of on-hold incidents from the Assign to most Available Analyst option? Cheers Martyn
  2. @Victor Do you want us to log it as a support request? Cheers Martyn
  3. Martyn Houghton

    Bulk Organisation, Contact and Portal Account setup

    @TrevorKillick, Just wondering if there is any update on having the ability to import organisation by bulk? Cheers Martyn
  4. Martyn Houghton

    Updating Linked Requests

    +1 for us as well.
  5. @Victor The view is present and working in the shared view list. Error only occurs when it is open as the default view. Cheers Martyn
  6. One of our user's is getting the the 'Error Could not load the filter All Open', when opening the request list. It is shared view and the user has it set as their default view. The view does load and display. Using the browser refresh option regenerates the error, but using the request list refresh option does not. I thought it might be down to the account for the person who created the shared view being archived, but I re-enabled the account and it still occurred. Cheers Martyn
  7. Martyn Houghton

    SLA Escalation Actions - Notification Option

    @James Ainsworth That's great news. Thanks Martyn
  8. Martyn Houghton

    Request List - Feeback Star Rating Column

    @Lyonel Thanks for advising you n get to it via the chart. Cheers Martyn
  9. For analyst to be able to see and create views on the feedback star rating of calls, it would be really useful to have the 'Feedback Start Rating' field as a standard column which is visible on the Request List and can be used in views/charts. Cheers Martyn
  10. Martyn Houghton

    Portal Access - Sort Order/Filter

    @Victor, @James Ainsworth This is still an issue, as we add more and more users to the customer portal, the Portal Access screen under Organisation become unmanageable due to it not having any sort order or filter on it. Can the UI be improved for this element. Cheers Martyn
  11. I am trying to locate the documentation on the wiki for how the customer portal self registration process works, in particular if we enable the two options for 'Allow contacts to register themselves on this portal' and 'Set this to trueif you require any registrations to be user authorized before allow registered guest to log on'. We currently manually create customer portal accounts on request and obviously validate each request, so trying to ascertain how the fact that a new account is created and needs authorisation is managed. Cheers Martyn
  12. Martyn Houghton

    SLA Escalation Actions - Notification Option

    @James Ainsworth Is there any update on this item. As @Gerry has mentioned at a number of the insight meetings we too are trying not to add distractions which cause the users to have to come out of the Hornbill platform to read an email from the said platform about an SLM escalation, when this could be achieved by the existing notification setup in the platform itself. Cheers Martyn
  13. Martyn Houghton

    Change Request - Feedback Options

    @James Ainsworth Thanks for confirming it is in the backlog. We are going live with a new service desk within our instance, which is a web services provider, so the a majority of the request they are processing from external customers are change requests, therefore it would be good to for the customers to be able to provide feedback on these as well as the Incident and Service Request types. Cheers Martyn
  14. As it is now possible to make Change Requests view-able on the portals, which we have now done, we would also like the same Feedback options as available on Incidents and Service Requests to be available for Changes as well. Cheers Martyn
  15. Martyn Houghton

    On-Hold Auto-Chase Mechanism

    @dwalby, @Steven Boardman We have been considering the same thought of thing. Though I have not implemented, when a request is put on hold it does have a on hold until date and with ability to auto set the sub status on customer update and off-hold,. By placing a Get Request Details node after the Place On Hold node, you could check whether the sub status has been set to 'Off Hold'. This would indicate that there has not been a customer update and therefore you could branch in the BPM to send an email chase, looping back to put it on hold. With the loop you could also attempt to increment a custom field to count how many times it has been chased and have a further branch to set resolve the request based on no response. Cheers Martyn
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