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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    At the moment we only have a limited access to fields in order to specify SLM Service Level Agreement rules:- We would like access to additional fields, so that we can make the rules more useful and fit more users possible combinations Organisation Country Region (see linked post at the bottom) Industry Custom fields Customer Job Title Language Country Custom Fields Region (see linked post at the bottom) Request Service Summary Description Source External Ref No. Custom Fields Thanks Martyn
  2. Martyn Houghton
    @James Ainsworth Just wondering if there is any update on the backlog item to include Service Level information on the Customer Portal. Cheers Martyn
  3. Martyn Houghton
    Related to our earlier post about having a default language field added as standard to the Organisation entity, could we also ask for a Region field in addition to the Country one. The reason being is that we will want to identify the region of the external organisation, so that we can branch in the BPM based on this to deal with allocation to different regional offices and also select the appropriate SLA/Working Time calendars as different regions with a country have different bank/public holidays. Cheers Martyn
  4. Martyn Houghton
    @Stuart Torres-Catmur We have a similar issue with one of our mailboxes. We tracked it down in the end to one of users who had in the past attempted to setup email connectivity to the Exchange mailbox from Windows Mail (to check connectivity at the time for a different issue) by the AD Failed login events. Windows Mail would get launched every so often on the persons machines, remember the connection details and then attempt to connect a number of time with out of date credentials and trigger a temporary lock out on the account. Cheers Martyn
  5. Martyn Houghton
    @Victor Thanks for the reply. We have been working with @James Ainsworth for a while on trying to drive forward the development of the customer portal so we can move all our customer facing provision such as Announcements, Notifications, User Guides/Documentation and File distribution to our external customers. This is still our hope for the future, but as it stands at the moment we are having to look at a interim/short to medium term solution to replace our legacy sites. Cheers Martyn
  6. Martyn Houghton
    Related to my post below about using a content management system alongside the Customer Portal, is it possible for Hornbill to act as a SAML or other authentication provider to allow third party products to use the external contacts authentication? The reason being is that we are attempting to minimise the number of different credentials we have to interact with our customers. Cheers Martyn
  7. Martyn Houghton
    @trevorharris We had indeed given all Full users the Board BPM Access role, which I have reverted pending the updated Board Manager release. Cheers Martyn
  8. Martyn Houghton
    Related to my earlier post about the configuration of whether the customers can update their profile picture via the customer portal, we would also like the ability to specify which fields are displayed and also which fields are update-able by the customer.i.e. which ones are display only. Additional Fields to be configurable Job Title Alternate E-Mail Alternate Telephone Custom Fields ( the ones view-able on the Contact list screen) Cheers Martyn
  9. Martyn Houghton
    Related to my earlier post about the ability to add guidance description on the File Attachment action (link below), we also need the ability to add a Customer Portal customisation text against the Profile page. This is so the same guidance can be included on the customer portal on how we will use the customer's contact details and insert links to the appropriate policies/terms and conditions. Cheers Martyn
  10. Martyn Houghton
    Related to my earlier post about the ability to add guidance description on the File Attachment node in the Progressive capture (link below), we also need the ability to add a Customer Portal customisation text against the File Attachment update action. This is so the same guidance can be included on the customer portal as well, i.e. advising customer that they should redact/not include any personal data and that they are authorised by their organisation to provide the attachment to use etc. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth Thanks for the update. I am wondering how other external support providers who are using the customer portal are ensuring compliance with good practices in terms of securing customer access and their data, or whether its just me Cheers Martyn
  12. Martyn Houghton
    @James Ainsworth Thanks, for the fast response. Cheers Martyn
  13. Martyn Houghton
    We are in the process of rolling out the use of the linked services action in Service Manager. Would it be possible for the 'Linked Requests' and 'Linked Services' to be adjacent each other in the in the request screen, as at the moment they have 'Questions' section inserted in between them. Cheers Martyn
  14. Martyn Houghton
    @Gerry, @James Ainsworth Is there any update on customer portal account password expiry/force password change on first login? This is becoming a more prominent issue for our security audit as there is no way to force users to change their password either after we a have set it/reset it or on a regular basis, which as per above also means that any changes password policies are not being enforced. Cheers Martyn
  15. Martyn Houghton
    @James Ainsworth Can you give me an update on the development item for additional escalation actions, in particular the ability to send a 'Hornbill Notification' rather than an only an email. Cheers Martyn
  16. Martyn Houghton
    @James Ainsworth Thanks for confirming that this is in the pipeline. Cheers Martyn
  17. Martyn Houghton
    @SJEaton You can use the Specified Recipients option to specify one or more email addressed. Cheers Martyn
  18. Martyn Houghton
    Slight off topic/product post, but wonder if any of you are using and can recommend an external customer facing Content Management System, which has the capability to deal with different topics and allow customers to subscribe to them to receive notifications of updates? A bit like the forum, but one way pushing information out rather than providing a two way interaction, which we can then deploy alongside the Customer Portal. Thanks Martyn
  19. Martyn Houghton
    @Steven Boardman, if we are not already on the interested list for this can you add us as well, as this has been a long running requirement for us. Thanks Martyn
  20. Martyn Houghton
    @Victor Just check the last few build of Service Manager (1291,1292 & 1293) but could not see a fix in them for this issue. I am presuming the SM release that the fix for this issue is in has yet to be released? Cheers Martyn
  21. Martyn Houghton
    I understand using days, hours and minuets when configuring a service level target, however having them displayed in such units often confuses users (including me sometimes) when selecting or changing a service level on a incident. Would it be possible to have the option to set the display units so it is more understandable to the user, i.e. being able to specify displaying it as Minutes, Hours, days? Also perhaps having a link of at least display of the working time calendar name linked to the Service Level. Cheers Martyn
  22. Martyn Houghton
    @Daniel Dekel As long as there is an option to mirror the current status which is display but not mandatory, which is also the default behaviour with the new view, rather than the current default which is to hide it. Cheers Martyn
  23. Martyn Houghton
    @Daniel Dekel Great, if the default behaviour can be as it is now, display but not mandatory, it will mean existing requests with there BPM will continue to function as is and we can then update our BPM specifically to take advantage of this new option to hide. Cheers Martyn
  24. Martyn Houghton
    @Daniel Dekel I think you will need three radio button options to complement the the current "When this outcome is selected a reason has to be provided" . Do not display Display, but not mandatory When this outcome is selected a reason has to be provided The first item is the current state with the new view when not mandatory and the third one is the existing state with mandatory set. New second option allows for it to be optionally completed, i.e. visible for entry but not mandatory. From a migration point of view, it would make sense for the second option to be the default as this is the current behaviour in the original view and we can only change this going forward via the BPM for new requests. Cheers Martyn
  25. Martyn Houghton
    @Daniel Dekel We have turned this on, but hit an issue with existing incidents, where we do need to complete the 'Reason' field, but this is not appearing for existing requests. How does the activity view determine in the 'Reason' needs to be completed? Is it the mandatory flag only? Cheers Martyn
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