Martyn Houghton

@Daniel Dekel I sure it has been raised before, but cannot find it on the forum, about the ability to re-order the Outcomes defined on a Human Task, without having to remove and add them, as I presume the Outcome 1,2,3 etc would be taken from the order in the BPM node. Cheers Martyn

@James Ainsworth As part of the UI change, could the ability to click on both the hour and the time in the drop down without it closing down the selector when you make the first seleccionar on one of them? Cheers Martyn

@Daniel Dekel My initial thoughts would be for option one on the basis it is closet to what we currently have and only requires a single click for the 2 main outcome (3 if only 3 outcomes), where as option two involves an additional click, position and click for every activity if there are more than 2 outcomes. I know it minor i terms of effort/time, but when you click on these many times a day it does make a difference. I will ask my colleague internally as well. Cheers Martyn

Following on from @Patrick Bolger presentation about Digital Transformation at the Insight event, it got me thinking about what other business processes that could be automated through the Hornbill Platform. As well as the back end customer iBridge environment that we raised in the QA with @Gerry , the other thing that came up as a barrier was the ability for the progressive capture to provide selection of values/parameter from lists maintained in third party system, which then need to be selected in order then ensure the parameters passed in the BPM automation are valid and complete. If there could be a PC node which could have the option to allow the querying of a web service to populate a list, for example property, username, street etc which the end user has to select from. This would enable the PC forms to capture appropriate information and also retrieve additional attributes from the selected entry for use in both the PC and BPM processes. This combined with the customisable iBrigde would make a powerful platform for automation and enable more usage in the contact/CRM arena as well. Cheers Martyn

@James Ainsworth, @Steven Boardman As mentioned at the Insight session, having the ability for the new Knowledge Centre facilities both internally and on the portals to utilise documents and libraries linked to the services the customer has subscriptions too, would be a great way of encouraging adoption of the portals and the increase request dealt with by 'Self Help'. Cheers Martyn

@Daniel Dekel It is something we can consider, but we would want to avoid introducing too many more mouse click/interaction, before then having to click on an outcome button to complete the activity form. Cheers Martyn

@Daniel Dekel Thanks for the prompt response. If you would like us to provide any feedback on a future revised change in the planning stages please let me know. Cheers Martyn

@Gerry In terms of the technical/usability side, the Activity Outcomes which originally appeared with white text and filled boxes of the colour selected so the boundary between them where you can click was very distinct, rather than the reverse negative effect now. There is no animation of any kind when you hover the mouse over them highlight them which is present in other parts of the system, which is even the case the standard 'Cancel' and 'Follow Up' options. Indeed some of the options descriptions are on the long side, however this was done as part of our transition to using new Sub Statuses of the same name to help our 1st Tier team during this change. As are 1st Tier team are updating a large volume of requests all with workflows requiring the correct outcomes to be selected, the change created quite a bit of discussion on our internal work-spaces. I think the main point to take from this is making sure that the UI change does not make an existing object harder to use, which being a personal subjective view, is not always easy to achieve or test for. If the outcome buttons/selections can be delimited more clearly, such as by the animation used elsewhere in the new UI when hovering over them, this will alleviate the impact and make it very clear which outcome is being selected. Cheers Martyn

@Josh Bridgens Victors post below details the option to bypass SSO on the admin tool. Only works for the Admin Tool. Cheers Martyn

Following on from @Paul Alexander, point about the default logic. In the current settings are those matches which do fit the AND clause (or more of them), are these ranked higher in the display order? Cheers Martyn

@Steve G Thanks for the comprehensive reply. I will look to re-index the ITSM and recommence the Timeline one as well at the weekend. Cheers Martyn

@Josh Bridgens We do leave it running. The odd time we have to log in to the machine to get it to reconnect, but most of the time it is still running. The later may be triggered when new updates are applied to the platform etc. Cheers Martyn

@James Bartle There is not currently a way to display this without logging in. We also have Single Sign On enabled, but as the dashboard slideshow is run from the Admin Tool, you can login to the Admin Tool using the bypass option, so you authenticate as a Hornbill authenticated account rather than your SSO setup. This is what we do and we have a single dashboard user which is logged in this way at our two different sites running the dashboard slide shows. Cheers Martyn

@chrisnutt First day 00:00 to last day 23:59. Cheers Martyn

@Gerry, @Steven Boardman Perhaps another option akin to the notifications via a mobile app, would be to provide users with a system tray notification app, a bit like the Support Works Messenger app, but for My Services/Customer Portal users. Notifications gets picked up by the app and the customer can then click on them to open up the linked request in the portal or dismiss them. Might be something that is easier to deploy, adopt and more practical for majority of users as they would normally be working from their machine and not their mobile device, whilst still avoiding the email trap. Cheers Martyn

I am attempting to re-index the 'Knowledgebase' in preparation to enabling the experimental feature for searching on the Service Portal, but get an error when attempting to re index. Cheers Martyn

@Steven Boardman Thanks for the detailed response and I give it a go with our HR team. Cheers Martyn

@Gerry Really useful day and I think having it as second day workshop/academy sessions would help us all develop our knowledge and understanding, as well as provide some further feedback on future features. Can you let us know the URL/login details for the Sandbox system, that has the HR Joiners/Recruitment process in so I can try see if I can get our HR interested in it. Cheers Martyn

@Lyonel Do you not need to set Content to manual and enter a value? Cheers Martyn

Following on from @Lyonel point about a notification bell on the My Services/Customer Portal which I think would be a good option as well as having the option for email opt in/out. Perhaps having the notification option then on the new native My Services/Customer Portal app @Gerry mentioned in the road map at Insight would also be a driver for people to adopt this and break away from email. Cheers Martyn

We currently have a functioning and working Progressive capture which has warnings in it because we use a common formID in a number of Custom Forms to capture the customer priority. We use branch nodes to select the appropriate one ( and only one) that is used in the flow thorough the process. We use a common formID, so the BPM can pick up the question value, without having to put multiple branches in the the BPM as well to identify the appropriate value to set the priority too. We do not use the standard priority drop down as there is no linkage or filtering between priorities and Services/SLA/Customer, as the list would be too long and contain values which are not applicable to the Service/Customer. This has worked okay since we went live over 2 years ago, but now I am no longer able to amend the progressive capture and make it active. When attempting to make it active it just advises there are warnings and does not activate the PC. Is there a setting to configure to allow us to activate a PC with warnings or is this a bug introduced by the newest builds? Cheers Martyn

@James Ainsworth, @Victor The problem as @Lyonel indicates that you cannot set custom forms to auto complete if being logged, so would have to add in branches into the progressive capture based on the source being Analyst to display a customer form with the alternate options. Also with overriding the Source value to be one which is not recognised as a standard value in the schema, could lead to issues latter down the line as you would not be testing the application with these values. Hence the request have it as a enhancement to add the additional types to the schema and also the standard PC node. Cheers Martn

@Dan Munns Thanks, I'll give it a go. Cheers Martyn

@Dan Munns Thanks, I am presuming from the naming of the setting this will be the visibility for the ones loaded by the Customer Portal. Is there also setting for those attached when raising a request from email? Cheers Martyn

At the moment there is Source Type (h_source_type) field which has the options below. Analyst, Email, Guest, Access, Self Service, Request We would like to have the ability to breakdown the Analyst one a bit further as at the moment this could relate to a number of different source, i.e. Phone, IM/Chat, WalkIn etc. Could these additional types be added and a new Progressive Capture Node created to allow the Analyst to override the default of Analyst/Request to one of these additional types. Like other progressive capture nodes (customer search), this could auto completed when being logged on the portal. Cheers Martyn