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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @James Ainsworth Thanks. My colleagues would really grateful for this to appear as an option. Martyn
  2. Martyn Houghton
    When printing a request from within Service Manager you can choose to select the content in terms of sections to include, however there is not the option at the moment to only include those which are set to the visibility of 'Customer'. Often we will get a request to provide a report or printout of the whole request timeline to a customer, which at the moment we can only do via a report option in order to filter out the Team and Owner visibility options. Having a additional option on the print function to include/exclude the Team and Owner marked entries would enable us to use the Print option for this requirement. Cheers Martyn
  3. Martyn Houghton
    Following on from the introductions of the filter options on the request timeline, it would be good to have the ability to set your own personal filter settings which persist when opening new requests. Where as at the moment each time you open a request they reset to the All option. Cheers Martyn
  4. Martyn Houghton
    As an external support provider, we provide support to external organisations based on re-occurring maintenance contract. Each organisation has a numerous service subscriptions (10 to 15 minimum, average around 25), hence our previous post (link below) to have a organisation centric view of subscriptions. Being in the middle of our pick annual renewal period has also highlight the need to manage service subscriptions in an even more organised manner. Would it be possible to link the current 'beta' contract element of Customer Manager to include linked service subscriptions. Then when the contract expires the subscriptions are suspended until the contract end date is either updated following renewal or a replacement contract is entered? This would make management of service subscriptions much easier by grouping them together, where at the moment I have to go into each service individually to remove subscriptions manually, even if it is just a temporary measure whilst renewal payment is outstanding. I would presume have the ability to suspend a service subscription, even without the linkage to contracts would be beneficial to other as well. Cheers Martyn
  5. Martyn Houghton
    I am trying to automate our file transfer process using BPM workflow, where customers will submits a request for a patch/upgrade file from a catalog item linked to a service they are subscribed too. The aim is to both restrict access to these patches/upgrades to those who are subscribed to the appropriate services and also keep a record of who has downloaded what. I had originally looked are using a third party application and then using web hooks/integration from the BPM, but at the moment this does not look feasible. Therefore I am consider whether it is possible to do either of the following with enhancements in Hornbill. Add (and remove) Attachments in via the BPM As part of the catalog items BPM process automate adding an attachment to the request form an external source such as FTP. The process would then email the customer to advise them to log in to the customer portal to download it and then but the process on hold for 1 week, before the BPM process then removes the attachment from the request and closes it. Central Attachment store linked to a Service Having a central attachment/distribution store, similar to Document Manager, within Hornbill where a single master copy of the patch/upgrades are held. Then having the ability in the BPM to add the access to download the attachment and again then removing the link/permission after a period of time. Obviously my main aim is not to fill up my Hornbill storage with multiple copies of the patches/upgrades and to automate the process as much as possible. Would any of the above be piratical and also useful to others? Cheers Martyn
  6. Martyn Houghton
    @James Ainsworth Thanks for including that option. Cheers Martyn
  7. Martyn Houghton
    @lee mcdermott We are aware of an issue with the Print Button on historic incidents loaded in to Hornbill from Support Works, which I believe the fix for is in the next release of Service Manager. Cheers Martyn
  8. Martyn Houghton
    @Bob Dickinson Following on from our telephone conversation, this was the original post I was referring too in terms of the ability to manage subscriptions from and organisation perspective, given the amount of effort required when you have a large volume of services to administer. At the moment the only way through the front end it get a list is to identify a contact from the organisation and start to log a incident a new incident to get the Select Service step to appear or you have to use a report. Cheers Martyn
  9. Martyn Houghton
    @Ehsan The main areas we experience this in is where analysts are in the process of typing/submitting an update or email on the request, so locking the details screen will not help in this situation. Also as the updates from email, customer portal etc are in parallel to the BPM process and not within it, having this controlled via a BPM action would not work. Cheers Martyn
  10. Martyn Houghton
    @James Ainsworth Does this include the ones done manually through the shared mailbox, as well as those via the Routing Rules? Cheers Martyn
  11. Martyn Houghton
    @Bob Dickinson Thanks for the info on the display of the Resolve By setting. What our customers are asking for is the Service Level/Priority to be visible on the request screen and also in the request list. In particular for the latter so that they can sort them by Service Level/Priority. We are trying to encourage our customer to use the portal to manage there requests with us via the customer portal, rather than having to response manually to them for reports of outstanding issues in Service Level/Priority order, which is labour intensive. We want to them to self serve as much as possible. Cheers Martyn
  12. Martyn Houghton
    Related to the display of the new Service Levels in the Request List, there also needs to be the ability to display currently assigned Service Level on the portal request list and the request itself when opened. Similarly for those still using the original priority SLA implementation this should also be visible. As people apply there SLA differently it would be best that this was configurable in some ways, as for example for service we have moved to the Service Level Management method the priority is only used initially to set Service Level based on the rules. When the Service Level is changed the priority value is out of date and is no longer applicable, so for these services we would only want to show the Service Level not the priority. Cheers Martyn
  13. Martyn Houghton
    @Claire Holtham You can fix the time format to only show the hours and mins format by updating the settings in each user's profile. I screen shot below of the setting we use here. If you add up all the extra clicks on the mouse you have to do every time you do it through the day, it does get a bit annoying, so having to do it for a third level will be even more. Cheers Martyn
  14. Martyn Houghton
    On the wiki, there is no details on the Request Sub-status options "On Customer Response change Sub-status to..." to explain what is counted as a customer response and would trigger the status to be changed. https://wiki.hornbill.com/index.php/Request_Sub-statuses Is this being updated by the portal, having an email update applied to it form the shared mailbox etc? Can you advise on what specific conditions will trigger this. Thanks. Martyn
  15. Martyn Houghton
    @Steven Boardman After re-reading the wiki on Sub Status, I think I have answered my question, but I think there is a typo in the wiki "When creating your sub-statuses it is important that at least on Active sub-status exists to allow you to move from an On-hold state to an Active state." where "...at least on Active sub-status...." should read "...at least one Active sub-status....". Cheers Martyn
  16. Martyn Houghton
    @James Ainsworth Just to add to the interest on this issue, we would also like to provide the ability for new requests and equivalent functionality to the Service Portal on both the IOS and Android apps. Cheers Martyn
  17. Martyn Houghton
    @TrevorKillick Just one more thought, there does not appear to be any option at this time to expire passwords after a set period of time, therefore if you enable or changes theses settings there is no automated mechanism that will force the users to change their password and comply with them. Is there any plans to provide a password duration expiry facility? Cheers Martyn
  18. Martyn Houghton
    @TrevorKillick Just one thought I presume turning these on they will take affect when the users attempts to change there password next, rather applying them immediately to users existing passwords? Cheers Martyn
  19. Martyn Houghton
    @James Ainsworth Just a bit more detail in turns of permissions/control of this, we would want to enable this at an organisation level, i.e. some organisations have the requirement for this data as part of there contract where other do not. Cheers Martyn
  20. Martyn Houghton
    @TrevorKillick Thanks for the clarification. Cheers Martyn
  21. Martyn Houghton
    @James Ainsworth Thanks, indeed that is now working as expected. Cheers Martyn
  22. Martyn Houghton
    @TrevorKillick Thanks for the quick response and clarification on the first part. Cheers Martyn
  23. Martyn Houghton
    @Steven Boardman I am just about to implement the use of sub-status's as well, so is it a requirement then that once you start having a sub-status, all your original parent status has to have at least one sub status? Also when putting a request on hold via a BPM i.e. the 'Place on Hold' option under Update Request, there is not the option to select a sub status. Cheers Martyn
  24. Martyn Houghton
    Can I clarify the the System > Advanced Settings - 'security.guest.xxxxxx' setting are applicable to both the customer and service portals, but on the former if using Single Sign On for the service portal? Also with reference to 'security.guest.passwordPolicy.checkBlacklists' where is the black list maintained from, or is this a centralised platform list maintained by yourselves? Cheers Martyn
  25. Martyn Houghton
    @James Ainsworth We see the scheduling of a report as a workaround rather than a final solution. The point being is that providing the ability to export the details from the customer portal is down to the customer and they can do this on demand. Scheduling of a report involves us having to generate and setup a report for each customer who request it. In terms of using the report option as a work around, we would want to be able to format the output as CSV etc to allow the customer to load and manipulate the information in Excel or similar application. In terms of columns, I appreciate the limits in terms of the screen real estate on the portals for the request list, so perhaps including the SL two coloured dot approach from the user app Request List might be a good idea, but then include within response/resolution flag in the export option along with the date fields for targets and actual. From and administration point of view, we would want to enable it on an individual organisation or even login basis much like the option to see all organisation requests. In short with a growing number of customers/organisations, we are looking a self service approach, not one that requires setup and management of an ever increasing number of reports etc. Cheers Martyn
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