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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Gerry, @James Ainsworth Just wondering if there had been any further thought about portal account password expiry, as form an auditing point of view all the other password policies cannot be enforced for existing users. Cheers Martyn
  2. Martyn Houghton
    We have a number of Users (Co-Worker) accounts for external consultants/temporary workers, who we would like to be able to enable their Hornbill account until a set expiry date/time, upon which the account then changes to suspended, for security reasons. Though I can achieve this using Single Sign On AD account, it would be useful to have the ability to control this within Hornbill internally authenticated access. Cheers Martyn.
  3. Martyn Houghton
    +1 for use as well.
  4. Martyn Houghton
    @Steven Boardman, @Daniel Nespoli This is something we would like as well, i.e. in the progressive capture 'Add Attachments' node subject to a setting, all existing attachments with their description are pre-populated and you have the option to remove any unnecessary attachments prior to completing the PC. This will save having to remove them individually from the request once it has been created. Cheers Martyn
  5. Martyn Houghton
    @James Ainsworth Thanks for the update. Now I have to decide the value in transferring the remaining historic requests from Support Works over into Hornbill. Cheers Martyn
  6. Martyn Houghton
    @James Ainsworth Thanks for the update. We have got this enabled in our instance, which is the first step in customers being able to self serve. Next is the addition of the Service Level and Targets as per below. Cheers Martyn
  7. Martyn Houghton
    @James Ainsworth Following on from the update on export list option in the portal (below) is there any further update on the ability to include the Service Level and Targets in the the list output, so our customers can self serve in terms of attain information from the portal? Cheers Martyn
  8. Martyn Houghton
    @James Ainsworth Thanks for the clarification. Is there any plans to have separate settings form allowing update of contact details, but just disable the profile picture? Cheers Martyn
  9. Martyn Houghton
    @James Ainsworth Thanks for the update. Still trawling through all me services. Would be good to have the option in the future to do bulk selection and updates to services for settings like these. Cheers Martyn
  10. Martyn Houghton
    @clampj You will still be able to locate and view archived users requests via the request list using a view and in 'All Assests' you would need to use the filter, as there is no 'View' setup facility in the latter. The Co-Worker search will only currently return Active and Suspended users. I think it would be a good idea to have a drop down on the Co-Worker search to be able to include/search Archived users as you state. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth Thanks for the reply, indeed we do want customer to maintain their contact information, so if a feature request can be raised to allow the removal and restriction of updating the contact profile image only. Also is there a reason/context why the setting mentions anonymous, or is this something I should not worry about? ;-) If the profile images are stored on the file system, how do we go about getting these cleared down for contacts? Would we raise a support request to do this? Cheers Martyn
  12. Martyn Houghton
    @James Ainsworth Thanks for the update. Cheers Martyn
  13. Martyn Houghton
    @mojahidm @Gerry mentioned in the Future Roadmap part of the recent Insight 2018 User Group session about the possibility of providing a end user (service and customer) native mobile app along these lines, so hopefully he will respond with some further details to your post. It is something we are also interested in given most of our support is external. Cheers Martyn
  14. Martyn Houghton
    A number of our external customers have feedback that they would like the ability to 'Quick Log' a request on the portal without having to first select the Service and then a Catalog item, i.e. very much like the log a new request interaction in the Live User App. I appreciate that they still will have to select the Service and the Catalog item in the process of running through the Progressive Capture, but this is more structured for these users rather than having to select the Service visually from the list of subscribed icons. Also, given the Knowledge Centre experimental feature which is helping to highlight potential matching services/catalogs when the Request Details node is completed, would play into this approach as well helping the user to select the correct Service/Catalog option. Do you have any plans around providing this additional method of logging new requests on the customer Portal? Cheers Martyn
  15. Martyn Houghton
    Is there a separate log file for the Customer Portal connections or is it part of the main Server Log? The reason for asking is good old GDPR and I am trying to determine if we capture in the logs the IP address of customers who access the portal? If they are, how often are these logs rotated/cleared down and is there an option to not capture IP Address? Cheers Martyn
  16. Martyn Houghton
    @James Ainsworth, @Steven Boardman WIth GDPR at the fore front, we really need the ability to disable the option for customer portal users to display/update their profile image. Also, I still need to know where this is stored in the database so as a workaround I can clear down the images which have already been uploaded. Cheers Martyn
  17. Martyn Houghton
    When posting in a Workspace and including a URL link to a Document Library, these are not picked up or rendered as an internal link like other links to requests, post, documents etc. They just get posted as a normal URL link, Cheers Martyn
  18. Martyn Houghton
    @Daniel Dekel Thanks for the update. The reordering will help in minimising the impact from the UI change and the hint text will make it easier for users to adopt. Cheers Martyn
  19. Martyn Houghton
    @Victor Is the fix referred to in the Announcement below as 'Post Box - Visibility list is partially hidden' referring to the Visibility list in the Update action? Cheers Martyn
  20. Martyn Houghton
    @Victor Thanks for the update. As you mentioned 'Core team', will this be a Collaboration update rather than Service Manager? Cheers Martyn
  21. Martyn Houghton
    @Victor This is affecting us as well and causing some concern as we are not able to update tickets with internal comments on them. Is there a timescale regarding a fix for this? Cheers Martyn
  22. Martyn Houghton
    +1 for us, as well.
  23. Martyn Houghton
    @James Ainsworth We now have the Team option in terms of an email destination for escalation notification, but with use trying to minimise email and traffice outside the the tool itself, it would be good to have the option to send a notifications to the assigned 'Team' as well as part of the escalation actions. Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth Just wondering if there are any plans to extend the SLM Escalation actions, such as generating notification (removing the need to use email), add to the new Board Manager? Cheers Martyn
  25. Martyn Houghton
    @Daniel Dekel Would the number of outcomes displayed before going to the 2 plus drop down be dynamic, in terms of having shorter outcome label or would this be fixed? Also at the moment you can not specify a hint/explanation text to be displayed when hovering over the button. If there was this option to include the longer description/clarification, then the outcome labels could be smaller. Cheers Martyn
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