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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Keith We are still keen to have this functionality. Out of interest are your fields mainly common across your services with some service specific ones or different for each service? We have a lot of common ones to replace missing ones from support works such as 'condition' and other common items such as customer's reference, version, development reference etc. Cheers Martyn
  2. Martyn Houghton
    @DougA Your correct in that you would have to define all the fields and map them to custom_a, b etc, at the service level. The details form set via the Services form, are specific to the Service, just not the catalog items.. You can then use the progressive capture to only ask the questions based on the catalog ID and as a workaround, If you set the fields on the details for to only display when they have a value. This should mean only the appropriate ones appear in the initial request view, though you would see them all when expand the section to edit. Cheers Martyn
  3. Martyn Houghton
    @James Ainsworth @TrevorKillick Just wondering if there us any update on the ability to replace the Hornbill logo displayed on the the Customer Portal Logon Page with our own? We are now testing using our own custom domain proxy to the customer portal and have updated all the other parts of the customer portal to use our branding/logo's, its just the Login page that breaks the formatting/branding displaying the Hornbill Logo. Cheers Martyn
  4. Martyn Houghton
    @Chaz Ok, sorted out why the selection is erratic, as I suspect you can only select a maximum of 50 records? Can this be increased by a setting? It would be good to have a selection count on the request list so you know how many you current have. Cheers Martyn
  5. Martyn Houghton
    @Chaz One thing we have also noted is that when attempted to page through and do a large selection using the shift key, the UI behaviour is not consistent. Sometimes it will do the multiple select, sometime it will just select the current record and other times it will not even select the one you are click on. On the UI front as well, it would be good for the selection column on the left to remain in the pane when scrolling sideways through the columns, as this will make it easier to do your selections. Cheers Martyn
  6. Martyn Houghton
    @Chaz For some actions such as closing the restriction on Service does not need to apply, so it would be good if the selection then determined what you could do in terms of actions buttons enabled based on the selection. We too would want to assign this as a application right to certain users via a role, rather than having it turned on for all service manager user. Cheers Martyn
  7. Martyn Houghton
    @Gerry That ties in with our focus as well, in terms of primary customer touching points. Cheers Martyn
  8. Martyn Houghton
    @lee mcdermott The method I mentioned would indeed assign the whole request itself. We do this and then have an automated task after the change is marked as complete to assign it back, but this is hard coded to go back to our managed service team, rather than by a dynamic/variable option. What automated task option/settings is the 'Get Change Request Owner' retrieving? Are you wanting to assign the activity to the Change Request Owner or in essence the 'Request Creator'? Cheers Martyn
  9. Martyn Houghton
    @Gerry Thanks for the quick reply in terms of the current position. From the looks of the G-Cloud 9 they are asking the same accessibility questions for the Web Chat element as well as the primary portal. Cheers Martyn
  10. Martyn Houghton
    @lee mcdermott In terms of 1st tier manually assigning the request on to the person who is making the change we use the suspend node 'Wait for New Request Owner' and set the Auto Focus to 'Assign'. This way the BPM pauses until the owner is changed, then would proceed to your next checkpoint 'Change in progress'. The only problem with this is if you want the current 1st Tier owner to be assigned as this forces the owner to be changed. In terms of Auto Assignment this is possible in the BPM, see below Cheers Martyn
  11. Martyn Houghton
    @DougA You are correct, at the moment you can only specify a duration to put it on hold. We too would like the additional option to have a specify a variable, for example when a change request is scheduled we would want to put the request on hold until the date and time it is scheduled for., Cheers Martyn
  12. Martyn Houghton
    As a major proportion of our external customer base are public sector we are being asked to confirm what Accessibility Standards the Customer Portal meets as part of tender responses, i.e. does it comply with the below:- WCAG 2.0 AAA WCAG 2.0 AA or EN 301 549 WCAG 2.0 A Can you advise if the Customer Portal currently meets these accessibility standards and if not are you planning to comply with them in the future? Cheers Martyn
  13. Martyn Houghton
    @cchalmers If you are in Internet Explorer you have to first download an attachment of the type you want to open automatically. Then when viewing it in downloads, right hand click on the file and there should be an option to uncheck 'Always ask before opening the type of file'. Cheers Martyn
  14. Martyn Houghton
    @cchalmers If you are working in Chrome, you can click on the attachment and choose the open this file type automatically. It still gets saved to your download folder but opens automatically. There is a similar option in Internet Explorer and Firefox I believe. Cheers Martyn
  15. Martyn Houghton
    @Ehsan Thanks for confirming the application right required. Cheers Martyn
  16. Martyn Houghton
    @Ehsan Thanks for clarifying the the third bullet point, which is missing from the Wiki text. We have created copies of the standard roles in order to customise them to our specific purposes, so can you advise which specific application right is used to trigger the functionality or do we have to use the hard coded roles specifically? I am planning to apply SM build 935 tonight. Thanks Martyn
  17. Martyn Houghton
    @Ehsan Has this been released as part of Service Manager build 935, as the app.experimental.advancedRequestTaskCompleter explanation in the wiki seems to differ to the definition of the support teams/team logic you describe above? https://wiki.hornbill.com/index.php/Service_Manager_Experimental_Features Cheers Martyn
  18. Martyn Houghton
    @Lyonel I am wonder if I may need it after all, as if I login using my proxy I get no services and a message telling me to subscribe to services to see them, but it I then log back in using the direct URL with the same user I see the services! Cheers Martyn
  19. Martyn Houghton
    With reference to the Wiki article on setting up your own customer domain to proxy the Hornbill solution, we only want to proxy the customer.hornbill.com/InstanceName URL as this is external. https://wiki.hornbill.com/index.php/Custom_Domain_using_Reverse_Proxy Do we still need to proxy the backend API url or can we just get away with a proxy on the customer URL only? Cheers Martyn
  20. Martyn Houghton
    @Lyonel Thanks, even on a portrait screen with the zoom level really down low, its a bit of a pain to drag around 46 catalog items. I give the SQL a go, Cheers Martyn
  21. Martyn Houghton
    @Lyonel Thanks. Learn something new each day. I can now manually sort them. It would still be nice to have the option to auto sort alphabetically as a starting point and then override with the drag option. I am off re-order all my catalog items Cheers Martyn
  22. Martyn Houghton
    The display/sort order of Catalog Items when displayed on both the Portal and within Services is not in alphabetical order. I suspect that it is sorted at the moment by the Icon value you choose for each catalog item rather than the title of the catalog item. Where you have a large number of catalog items this can make it very hard to navigate/locate the correct one. Can the sort order by set to alphabetical by the title or provide the controls to order them manually. Cheers Martyn
  23. Martyn Houghton
    @yelyah.nodrog Just checking that the change requests are all against the same 'Service' as the details forms are specific to each service? Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth We are now moving to 5 different shared mailboxes for the different 'Service Desk' we a bringing into our instances. Given that it is very easy to get confused and forget to switch mailbox when sending updates from the multiple requests you may be dealing with, it would be really useful to have the ability to set a default mailbox per service. It would certainly save a lot of confusion when do send someone a update from the wrong one, something I just did now, hence me locating this post. Cheers Martyn
  25. Martyn Houghton
    @Steven Boardman Thanks for the quick reply and planned fix for displaying the fields. Cheers Martyn
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