Martyn Houghton

@James Ainsworth Thanks for the update. This would help with the our planned move we have discussed before to make the portal a more powerful and not just a location to log new issues on. Cheers Martyn

@James Ainsworth Thanks for the update. I think the most flexible way to do this would be to put the setting on the Sub Status itself, the same as you do at the moment for whether it can be auto-updated. Cheers Martyn

@TrevorKillick Thanks for the quick reply. If you are able to set a different Integration class for On Prem Jira, we can look at giving it a go. Cheers Martyn

@Keith , @Ehsan The other way would be to open the Service Portal from the Live App and click on 'All My Requests', the same way a non-analyst user would. Cheers Martyn

As per @Ehsan reply of the 14th December on the post below, we would the request the ability to be able to add and remove document links from a request via the BLM Workflow so that this can be automated. Cheers Martyn

@Daniel Dekel, @Ehsan Thanks for your replies. With reference to the linking a 'document' to a Request, can this be done via a BPM Node? I thinking of pushing the boundary a bit of Document Manager to distribute zip files via an automated Service Request workflow. Also is there an individual file size limit to each 'document', other than our total disk space on our instance? I am presuming that by linking the document it is not duplicated, only using the storage space for the original? Cheers Martyn

@Ehsan Thanks for the update. Not had a chance to try the linking to an individual request as yet, but will give it a try and see how this shown on the Customer Portal. Out of interest what file types are we limited to when importing external files into Document Manager and is this configurable? Cheers Martyn

@TrevorKillick It appears the on-prem installations share the same api. Do you know what version of JIRA installed in the Cloud your integration was built against? Cheers Martyn

@Daniel Dekel Is there an update on having the ability to link Documents/Document Library to a Service so that they can be displayed on the Service and Customer Portal's? Cheers Martyn

@James Ainsworth Is there any plans to allow configuration of the Sub Status pop-ups as this continues to be a frustration to end users. Cheers Martyn

@James Ainsworth It would be useful to have the option in the 'Publish' stage to not display to all subscribers of the service, but only show on the portal where you have manually added them as a connection. Also for Problems, it would be useful to be able to add 'Organisations'/'Teams' to the connections, as well as individual 'Contacts'/'CoWorkers'. Additionally, it would be useful when someone is a connection, to display further details on the Problem, i.e. the reference number, status/sub status and like the service availability text a small free test field to allow publishing of estimated time of fix/release or next update. Cheers Martyn

At the moment when you undertake percentage measure, it is not able to differentiate between actual zero (i.e. you failed all the to meet the resolution SLA for all the records) and zero records (i.e. no requests for the measure were found). Would it be possible for the measure to capture the difference between the actual zero value and the no records found, perhaps storing a Null value instead of a zero, then displaying it as a non-coloured '0' on the scorecard rather than a red one? The other alternative is having the option to reverse the percentage calculation, in that your measure selection calculates the opposite, i.e. the percentage of records you failed the condition, then take the calculated value away from 100 (%) in the second phase of the calculation before storing the measure. value. That way when you have no failure percentage or no requests found the zero is taken away from 100% leaving 100%. The latter has the advantage that you do not need to alter the storage or display processes for the measure, just an option flag and different calculation method. Cheers Martyn

@Paul Smith When we undertook the migration form Supportworks to Hornbill, we used the redirect method Gerry has advised and that worked well in our case. The other alternative is to use the Domain Proxy option to continue to use your domain address with the customer portal, which we in the process of moving too at the moment. https://wiki.hornbill.com/index.php/Custom_Domain_using_Reverse_Proxy Cheers Martyn

@James Ainsworth Thanks. I keep an eye out for the release. Cheers Martyn

@James Ainsworth @Steven Boardman Just wondering if you have any plans to allow file distribution via Hornbill or as above the ability to automatically load and delete attachments via the BPM. Though we are still looking to distribute software patches this way, I can see this would have generic uses where process still require customers to complete manual forms, or automatically attach FAQ/Guidance documents to requests. Cheers Martyn

@James Ainsworth Thanks. I think there are a few of us who want to make Bulletins a lot more powerful and useful, to make the customer/service portal not just a place to log issues. Cheers Martyn

@James Ainsworth Thanks. Cheers Martyn

As a follow-on to my other post about additional reminder destination, it would be useful to have the ability to have the option to send the reminder as a notification message, as well as an email message to the same target recipients as currently supported and mentioned in the linked post. I am trying to reduce out teams dependance on emails and what them to focus on notifications and activities within Hornbill not start having to check their separate email as well. Cheers Martyn

It would be useful to have the ability to determine the scope of Bulletins on your services, very much like the options you have for the catalog items where can determine if they show on the Portal, Service Desk or Both, i.e. Customer Portal, Service Portal or Both. Cheers Martyn

It would be useful to have the ability to have the option to set a publish from date/time and an expiry date/time for a Bulletin, so that content has an element of self-management. For example, advertising Christmas Opening hours, our planned downtime etc. Cheers Martyn

+1 for us Cheers Martyn

@Gerry This will be something we will also have to look at under the forthcoming GDPR regulations as well. Cheers Martyn

Following recent updates to either the Platform or Admin Tool, existing reports where the Data Filters include textual fields with reserved characters in them are failing to return matching rows and display text the criteria is being corrupted. In our case, this is being caused by organisation names containing Ampersand '&' in organisation names. The reserved character is being 'escaped' as @amp; in the selection criteria, but each time you add another organisation to the criteria list containing an ampersand, it is duplicated again. Even without the duplicate escaped characters the reports are still not returning records for this organisation, which are present and meet the other criteria. We are also having issues when entering organisation names into user prompted criteria where the name contains an appostrify. Cheers Martyn

@TrevorKillick Do you have any details of the api endpoint you linked to on the Cloud edition and I can check if this is the same. In terms of version control, it might be better to split the Cloud and On-prem into two separate integration options? cheers Martyn

@James Ainsworth Just wondering if there had been any further thought or plans on the ability to instigate a new progressive capture process capture additional questions? Cheers Martyn