Martyn Houghton

We have enabled the experimental feature to enable archive and locking of posts, as demonstrated at the Insight session (experimental.feature.activityStream.enableChangePostStatus). This has provided the originator of the parent post to have the option for Lock and Archive. However as a Super User/Admin these options do not appear. Is there a permission/application right or if not plans to enable these options to be available to the admin users who is not the owner of the original post? Cheers Martyn

@Daniel Dekel Ah, got it. Thanks Martyn

@Daniel Dekel Just did a search for pcf and it still does not show. Cheers Martyn

I am trying to test the experimental field conditions in progressive capture as demostrated at the Insights session. The Wiki has been updated (https://wiki.hornbill.com/index.php/Progressive_Capture_Designer) and advises that you need to turn on the setting below, but it does not appear to be present in our instance. Home > System > Settings > Advanced experimental.feature.pcf.enablefieldconditions We are on Server build 2934 and admin 869. Cheers Martyn

@James Bartle Glad you got it sorted. Cheers Martyn

@Giuseppe Iannacone Currently only the SLA Resolution target can be shown on the portal, but this can be enabled/disable as per @Bob Dickinson first reply on the post below, referencing the setting guest.com.hornbill.servicemanager.showResolveByDate. Cheers Martyn

@James Ainsworth Is there any update on this, in particular the ability to copy over the connections? Cheers Martyn

@Keith Indeed, I think I was too trusting of the button and the field label being accurate . Perhaps this if this can be change to be consist UI as per the Change Customer action to make it clearer. Cheers Martyn

At the moment the 'Call Back' action only allow you to search 'Customers', sometimes we need to record the request for an internal Call Back, say to an Project Manager or Account Manager, so it would be useful to have the ability to 'Search Co Worker' as well as 'Search Customer'. Cheers Martyn

+1

@Daniel Dekel The benefit would be that you can have a fixed and sizeable list of your notifications visible on your main screen. There has been a number of previous posts about improving the behaviour, visibility and manageability of notifications, so hopefully the widget could help in address some of these. I see if I can find the forum posts. Cheers Martyn

Would it be possible to have a widget for notifications as well? Cheers Martyn

@Rohit Govind At the moment the rules only apply when starting the timers. Changing anything that the rules are based on after this point will not trigger the change in the SLM. I believe there are plans to have this as an option but is not available yet. As I understand it the only way to alter the Service Level after the initial point is currently via the user application itself. We get around this in our workflow by setting the priority to the one the customer has requested when the request is logged, then have a manual activity in our validation stage where the analyst then corrects the Service Level if the incorrect priority has been selected. This will then recalculate both the Response and Resolution timers which have already been started. Cheers Martyn

@Rohit Govind Does you workflow on the service include the node to start the 'Response Timer', as you have to start both? Cheers Martyn

@Daniel Dekel Thanks for the head up and I have shared the screenshot internally. I can indeed now see that we can re-order the the outcomes as well in the Admin tool. Thanks for your perseverance on this. Cheers Martyn

@Logan Graham The options in my screen shot are from 'Service' in the 'Service Portfolio' , as the settings have to be set per service, once you have set them up in the Admin tool where your screen shot is from. Cheers Martyn

@Logan Graham Just checking that you have both the 'on hold' and the 'open' sub statuses set to auto update, plus you have selected the 'open' sub status in the Service config? Cheers Martyn

@James Ainsworth That's good to know that the 'creator' option is already on the way. Cheers Martyn

@clampj Is the service the visibility set to 'Both' or 'Serivce Desk'? Cheers Martyn

@Daniel Dekel Thanks for the clarification about the what level of information is available. A Tool Tip will at least help with identification of most. Cheers Martyn

Having the Summary included for requests would be useful for us as well, plus the hover over pop out summary dialog as well, like you get on the Request List would be useful as well.

It would be useful to be able to have the option to specify an Owner for each FAQ and a Review Date, which would help with the ongoing management of FAQ's. Cheers Martyn

Along similar lines to my post below about the ability to insert links to attachments on the portal in request email actions, it would be useful have the ability to inset similar links for public accessible FAQ items linked to the requests service. Again encouraging the customers to use the portal. Cheers Martyn

We are trying to reduce the volume of attachments we send via email and encourage customers to log in to the portal to access attachments. Therefore it would be useful to have the ability to insert hyperlinks from a drop down similar to (or integrated into) the Snippets, which would insert URL to take the customer straight to the attachment in the portal (if they are already authenticated and after authentication if not). Cheers Martyn

At the same point as adding an attachments to an email from the Request Email action, it would be useful to have the option to indicate if you want to also add them as an attachment to the request (including visibility and descriptions) at the same time. Where as at the moment if you want to do this, you need to add them as attachments on the request and then use the 'Show Associated Files' option on the Email action. Cheers Martyn