Martyn Houghton
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Everything posted by Martyn Houghton
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@James Ainsworth Thanks. Glad it is something that is being considered. Cheers Martyn -
Service Manager - Desktop Notifications
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
I was looking for team and individual assignment desktop notifications for requests. So sounds like it does do it , but it the notification because the workflow has assigned the activity to team/analyst or is it a true notification that you have been assigned the request even if there is no activity? From the settings under Profile Notifications I presume the notification is falling under Activity Streams and Timeline, where I was expecting a Service Manager section like there is for Document Manager. Cheers Martyn -
I a bid to try stave off having to have emails sent to analysts when requests are assigned to a team or an individual analyst, I thought it would be just a matter of getting them to use 'Desktop Notifications', to get the analyst attention as they would not be working 100% in the user app, but have logged at the beginning of the day. Then when I went to my profile and the mortification tab, I realised that the notification along with Desktop notification option only appears to relate to 'Collaboration' objects and events and not Service Manage ones. Is it correct that Service Manager events/actions will not generate Desktop Notifications, or is it just the control form them is not present on this form? Cheers Martyn
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@AndyHodkinsonPrincesIT We have set up different roles in our instance to control the permissions for our 2nd Tier teams so they can send emails ,but do not manage the mailbox, which is done by our 1st Tier team. If you start out with limited permissions as below for your IT Analysts to see if this works for you, or if you require some more finer control over the mailbox permissions. Cheers Martyn
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We use the Call Back Action (Phone symbol) to record calls we both receive and make, with less frequency of recording requests for call backs. We then have default Time Sheet category linked to action, so we can collate time spend on phone compared to other categories. Would it be possible to have radio button (default can be call back) that has Call Back, Incoming Call, Outgoing Call, so that we can differentiate the type of call action being recorded. Ideally depending on the value select the timeline entry initial action type would be updated to reflect the type as well. Cheers Martyn
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Selecting a Service when logging an incident from an email
Martyn Houghton replied to mojahidm's topic in Service Manager
@mojahidm In Service Manager you will have a default Progressive capture which is used when logging a new request (i.e. where you are not sure if it is a Incident/Service Request etc) or if you have selected a specific request type. The Wiki link advises of the setting which determine which Progressive capture to use and therefore which one you need to update to add the Select Service node into. https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow Cheers Martyn -
One of the challenges we face, as I suspect a number of us do, is ensuring the request is logged under the correct service when it is first logged, given that this cannot be changed. This then affects both permissions to view the request and who you can assign it too in terms of supporting teams. To avoid having to close and raise new requests on the correct service, it would be useful to have the option around Linked Services, for the 'Support Teams' of any Linked Services to be added to the request drop down, thereby allowing allocation of the request to the correct team and those supporting the linked service visibility of said request. This way the ticket is assigned the correct team and also you do not have to add all teams to every service, thereby bypassing in affect the security model. Cheers Martyn
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Would it be possible to have a standard field added to the external Organisation entity to allow the specification of 'Parent Organisation' which then uses a data provider of other organisations except the current one. The idea for this is to link but keep distinct related organisation, which the information can then be used for reporting purposes, such as producing reports on groups of organisations, as well as individually. This is related to but different from our earlier request (below) for the support of sites under external organisations as per Support Works, to allow the option for access to 'My Sites' requests, as well as the current options of 'My Request' and 'My Organisation Requests'. In summary our external customer base is becoming more complex with shared services, mergers and group organisations, which the current single flat level external organisation structure is not able to cope with. Cheers Martyn
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Would it be possible as part of the new UI initiative to look at having the ability to specify the foreground and background colour of Sub Statuses, to both make it more prominent (if need such as escalated etc) and more identifiable when viewing requests in the Request List? Cheers Martyn
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With the increasing focus on complying with persons preferences regarding email and notifications, would it be possible to have a standard field added to the Contact (External Customer) and CoWorker (Internal Customer) for them to be able to specify there email/notifications preferences and be able to manage this setting themselves in the 'Profile' section of the Portal. If this can be set from a standard simple list with tick box type data type (probably best to have two separate lists for Contact and CoWorker), so that each of us can then customise the list to our appropriate audience. We can this field's value in the workflow to determine if automated email responses should be sent for this request. By having it manageable by the Contact/Coworker themselves in the portal means it is far easier for them to control to there current preference. Cheers Martyn
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@TrevorKillick I am trying to work out the different values of 'activity_visibility' in the h_buz_activities. We have 1,10,30. I am presuming that 10 is Customer and 30 is Team, but I am not sure what 1 is. Cheers Martyn
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@TrevorKillick Thanks, we sort got there at the same time, with the addition of 'An email has been sent to' for email sent by the BPM. Cheers Martyn
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@TrevorKillick Thanks for the quick response. I can see 'Type of activity' and 'Activity visibility', but is there a way to determine which are email sent from the request and those which are 'Applied to the Request'? Cheers Martyn
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I have been tasked with reporting on the number of types of updates on certain requests, so need to report on the timeline entries for certain request and break them down by Type and Source. Can some one point me in the right direction of the table name. I thought something like activity stream but not been able to pin it down yet. Cheers Martyn
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@Daniel Dekel Thanks for the update and that it is in the pipeline. Cheers Martyn
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@Paul Alexander This is the post we have raised previously to allow for service subscriptions to inherit, which as Victor has advised is currently not supported. Cheers Martyn
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@Steve G Thanks for the advice for focusing down the Global Search option. The problem is that it displays them as individual posts, rather than in the context and order of the timeline, so you can undertake an action (such as doing an email) while viewing the filtered timeline entries. Cheers Martyn
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Document Manager Permissions/Role
Martyn Houghton replied to Martyn Houghton's topic in Document Manager
@trevorharris Thanks for clarification. I try to remember MyLibrary = Document Manager. Might be a good idea for the Role Filter to include 'Description' and the 'Application' columns to make it easier to location them. Cheers Martyn -
Thought the ability to do a global timeline search has been a great step forward, it would be useful to be able to search/filter for a term within the current request. We do have some long running requests, which have extensive timelines on them. I know you can filter by type of timeline post, but even then the number of posts can be excessive and also they will not all be expanded. Having the ability filter/search the timeline of the current request would really be useful and a lot less resource than having to use the Global search when you already know the request reference and just want to locate specific posts in the current request. At the moment I have using the Print option to generate the whole timeline in the browser and then using the find option. Cheers Martyn
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I am trying to establish the permission setup in Document Manager. Looking in the roles there is 'Docmanager Admin', but the description appears to relate more to a User level role, rather than an 'Admin' level role. Is it just the name convention that all users of Document Manager will need Docmanager Admin role in order to create and update document/libaries, or is this actually an 'Admin' level role that also give further administrator/super user permissions within the Document Manager Application? The reason for asking this is I have users trying to create documents and they are getting the error below. Before I start down the road of creating a custom role, I just wanted to confirm the context of the standard built in role. Thanks Martyn
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At the moment when you set up a SLA Escalation action such as send a reminder, only basic generic information is inserted into the timeline. It would be use to to include The Timer used , i.e. Response or Resolution. The target time value used, i.e. 2 hours before etc The escalation text used/ Board & List /Person Assigned The link to the email sent (when the Send Reminder action is used) At the moment these default to 'Team' visibility, which is fine for us at this time, but I can see where form some SLA/Customers you may want this to be 'Customer', so it would be good to have the option to set visibility of the timeline update on each individual escalation event. Cheers Martyn
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@Daniel Dekel, @Gerry Thanks for the heads up. Cheers Martyn
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Attachments - Default Visibility for Email and Portal
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
Just for completeness, this single setting sets the default visibility of attachments in User App, i.e. Service Manager Attache action Portals Log/Update request from Email I can see there being a requirement to have separate settings for the different domains. Cheers Martyn -
@Daniel Dekel Having the capability of 3 to 5 outcomes would alleviate some of concerns our less flexible users have, giving the number of outcomes we have on some of our workflows, so would work for use as well. Cheers Martyn
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@Daniel Dekel Thanks for the prompt clarification and the information about the mobile app. Would be good to have this as two application rights, one for Locking and one for Archiving, so that it is customisable to different platform users as well as having the ability to delegate the permissions within your own organisation to the individual level. Cheers Martyn
