Martyn Houghton

When creating a new workspace and attempting to use the 'Group' option to Add members the search is not working properly. It seems to be filtering out certain organisational groups and/or does not like group names containing spaces. For Exmaple. Organisations entities. Also the list is limited to the first ten matches as well so if I try to use the code value. In our case I am wanting to select the parent team Service Desk as this has all our analyst assigned to it. Cheers Martyn

@James Ainsworth I am presuming the map File upload applies to all connections types? Though the scope of mail.fileAttachments is clear, can you clarify what the scope of entity, knowledgebase and webdav are applied too? Cheers Martyn

@James Ainsworth Thanks for the reply. Hopefully it is somewhere in the backlog. It would make it easier to keep your status up to date when you are on the move or in meetings etc. Cheers Martyn

@James Ainsworth Is there any plans to enable users to be able to update their Hornbill Availability/Status Text when using the mobile app? Cheers Martyn

@Daniel Dekel That's excellent new. Thanks for your efforts. Cheers Martyn

@Steven Boardman Thanks, if you can add it as a potential feature request, as it does make the system more scale-able. Cheers Martyn

@Ehsan Thanks, for the update. Cheers Martyn

When printing the details of a request using the print icon, you get the options for content and timeline entries, but there is no mention of Priority/SLA. Priority, Service Level, Response/Resolution Targets and Values are not included at all. Can a new option be added to allow the inclusion of this crucial missing information. Cheers Martyn

@Steven Boardman Thanks for the update. As we have a large volume of email templates and support multiple service desks, so it would be good to have the option to allow you link 'allowed' email templates in the service definition. Cheers Martyn

Though you can specify a default email template to be using the request email action for the service, it would be useful to be able to select an alternative from a drop down box, i.e. you set a default email template as you do now for a service, but you can also link other email templates which can be used for request for said service. The analyst can then choose to select an alternative one, rather than the default. For us, this is related to use wanting to use a single service for a multi language support team, therefore the standard email templates which surrounds the message body needs to be language specific. At the moment as there are no translations for email templates (see post link below), we are having to set up multiple services for the same Service (aka product) which are language specific. With the restriction on not being able to change a request from one service to another this makes it problematic when the wrong language service is selected. Cheers Martyn

Related to my other post about Multi Language Landing Page for the Customer Portal, it would also be useful to have a multi language options on the Login Page as well. Once people are logged the portal will take into account their language setting but, we need to make it easy and native for them to get that far. Cheers Martyn

At the moment there us no support for multiple language customisation on the Customer Portal, only a single set of 'Home Page Text'. Can translation options be added to the customer portal configuraiton and have the ability to display a specific customer portal language variant via a URL parameter or URL, i.e. customer.hornbill.com/<instance>/en, customer.hornbill.com/<instance>/fr. Also if the user could choose to swap between the different languages if they use the wrong or default link. Cheers Martyn

@Victor Thanks. Cheers Martyn

@Victor We have applied SM 1310 which has allowed the priority to be set, but now the SLA which is set using a rule based on priority are not being properly set on requests being logged via the customer portal. Only one timer is being started (when we start both one are each other in the BPM) and the SLA name does not appear either, so you cannot even manually adjust it. Cheers Martyn

@James Ainsworth Having come round to having to do this for another service desk I am adding to our instance, is there any update on the ability to make a copy of an existing Corporate Service Level Agreement? Cheers Martyn

@Victor Thanks for confirming. And I check the request list as well Cheers Martyn

@Victor Does this address our other linked issue of the BPM not being able to set the priority? Cheers Martyn

Are there any plans to add support the creation of Email Template Translations, i.e. you have one Email Templates, such as 'RequestMessage' one which has the option to hold translated versions in addition to the default one, with the correct one being selected based on the 'Customers' language? This would fit in with only being able to select a single default request message template on the service, where as at the moment we would have to create seperate templates for each lanuage and use separate services or only send emails via the BPM where we can determine which email template to use. Cheers Martyn

@Ehsan We are indeed doing, so but means we have to do this for every human task in the workflow for the services which wish to operate in this manner. The original request was to be able to have a standard operation in the task to display and allow adhoc override of the visibility by the analyst. Having the ability to set the default at the Service Level would alleviate having to code it into the BPM. Cheers Martyn

@Victor Thanks for the update. Cheers Martyn

@Ehsan Ideally it would be god to have the setting at a Service Level, rather than a system wide one. We have services now where we have to undertake a second BPM action to take the outcome text and add it as a customer view-able timeline entry after the Human Task is completed, as we have other services where we do not want the outcome to be visible on the timeline to the customer. So if not possible to control at the 'Human Task' level, we would want to set the default at Service level, that way you are giving the most flexibility across different types of services on the same instance. Cheers Martyn

@Victor Thanks for confirming which was the cause. Cheers Martyn

@Daniel Dekel Thanks for the update. Cheers Martyn

We are also affected by this. We applied Service Manager build 1306 last night but also had automated platform update to build 2936 as well, so not sure which one has triggered it. Cheers Martyn

@Daniel Dekel In the BPM, when you create an activity, you are not able to specify a timeline visibility of the outcome when the activity is completed. This is set via a central setting, which we have set as team, as we have a mixture of activities, some which are internal only so would not want to be reflected on the timeline. Having the ability to display the default visibility (from the central setting and or new option to set in the Human Task) would mean we could control this at the BPM level and also give the analyst the option to override the visibility in the activity view on an ahoc basis depending on the content of the reason/outcome. Cheers Martyn