Martyn Houghton
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Everything posted by Martyn Houghton
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@Gerry Thanks for clarification. As long as as part of the integration we can interrogate the entity within Hornbill in order to use within the integration platform, i.e. apply more logic or pass data into the third party system that would be fine. Cheers Martyn
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@Gerry Looks good, but one question. When you hover over the parent Nav Icon does it expand or pop out with the sub options? Would not want to have to do multiple clicks to get to the individual item under each App. Cheers Martyn
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@James Ainsworth It is probably easier to show you what we currently do/trying to replace via screen share, as our current system also require authentication to get to. Cheers Martyn -
@James Ainsworth Thanks for confirming. I have raised a similar concept in relation to Time sheet categories as well, as you get a more complex organisation structure the more the ability to cascade subscription/settings/permissions becomes more important. Cheers Martyn
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@Alex8000, @Gerry Utilising an integration platform would make it easier to manage as long as the integration allows access to underlying entities, i.e. request, so that integration built to the platform can use the entity values in its operation. Like Alex, we would like this to cover both BPM triggered and Hornbill events, however as the latter is currently covered by Web Hooks at the moment our preference would be to focus on BPM triggered events even with limited entity attributes to test the concept. Cheers Martyn
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Building on Samuel requirement we would like to make further and more extensive use of the Bulletins to engage with our customers (external though would equally apply to internal contacts) to get them to log into the customer portal for information and updates, not just to log/update requests. To this end it would be useful for customers to be able to enable notifications per service, so that when a new bulletin is added (or edited) those customer who are subscribers of the service and have enabled notifications for he service are sent a email with summary information and link back to the full bullentin in the portal. It would also be useful to have to have the ability to add a more detailed description to the bulletin as well as the text displayed as part of the image banner, which is then visible on a Bulletin tab within the service. The tab could list all the current published bullentins for that service and allow them to sort/filter them, then clicking on the ones they want to read in more detail which would then display the more detailed description. Also similarly to 'All My Requests', there would also be 'All My Bulletins' options as well to display the bullentins tab, listing them for all subscribed services with the added ability to sort/filter by service(s). Our aim is to get the customers to use the portal as a resource and somewhere they regularly log into, not just when they have a problem. Cheers Martyn
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@Ehsan Thanks for the clarification, that sound exactly what we need. Cheers Martyn
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@Gerry Agree the display of the selection of other selection and other icons it is more aesthetic and personal preference from my 1st Tier team. Trying to encourage them to use the new view as default, so we can provide as much feedback as possible whilst it is still in flux. One thing that is improving is the triggering of refreshes of the mailboxes when changes are made by other users in the shared mailbox as well. Hopefully the more detailed events triggers that @Daniel Dekel has mentioned will allow a better UI experience when these updates take place. Overall a definite step in the right direction for way we use the shared mailbox. Cheers Martyn
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Manage Default Categories - Scope
Martyn Houghton replied to Martyn Houghton's topic in Timesheet Manager
@Daniel Dekel Thanks for the update. In terms of default categories, if I wanted to setup different default categories for different teams is this possible or is it just one default for everyone at the moment? Cheers Martyn -
@Ehsan One further thought is that when the the activity is completed by another analyst other than the owner subject to the permission/logic above, will the task be assigned to the person completing it so that any time sheet entry is recorded against the analyst completing the request and more importantly it will show as being completed by the non owner analyst for audit purposed in the completed activities section? Cheers Martyn
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@Alex8000 This it something we are looking to use for a file provisioning service, with the BPM triggering the file secure file transfer process in response to Service Request. I thought this was already part of the system, but as you state it is not currently present, with web hooks only being able to the triggered on application events, which is quite a bit of a limitation. Cheers Martyn
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@James Ainsworth The root cause is that when applying an email to the request, there is no option preview and remove any attachments in the email manually at the time of updating the request, unlike the Raise Request option from Email which does allow you to remove unnecessary attachments in the progressive capture 'Add Attachments' node. This in turn then add the unnecessary attachments request when then need to be removed. Irrespective of their visibility setting, you still have to three clicks to remove each attachment and a timeline 'deattach' entry is created. Changing the settings above only determines the default visibility of any files attached. Cheers Martyn
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Manage Default Categories - Scope
Martyn Houghton replied to Martyn Houghton's topic in Timesheet Manager
@Daniel Dekel It would also be useful to be able to change the owner of a categories, a bit like you can with a work space. Cheers Martyn -
Manage Default Categories - Scope
Martyn Houghton replied to Martyn Houghton's topic in Timesheet Manager
@Daniel Dekel Thanks. The issue is that there is no inheritance of these downwards in the organisation structure, similar to the issue with service subscriptions. In a large organisation having to set this to every team directly, rather than to a higher parent container means this is quite admin intensive. It would be good to have the ability to cascade the assignment. Cheers Martyn -
@James Ainsworth Is there any update on the support for cascading subscription and other allocations such as time sheet categories, as having to assign them to individual teams within the organisation structure is a significant administration overhead. Cheers Martyn
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@ehsan In our case all the requests are assigned to a Service, just that Service has many supporting teams and the owner of the task will not necessarily be in the same team as the owner, but a member of one of the other supporting teams. Therefore based on the logic ' If a request is associated to a Service, then member(s) of the Service's supporting team(s) can complete tasks against the reques' shoudl work for us. Cheers Martyn
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@Daniel Dekel Thanks for the respone. Not sure classifying emails is going to be the answer for us due to the large volume of emails we deal with, hence why we use folders to segregate them. However more than happy to test it out or give you some furhter testing scenario's based on our usage. Cheers Martyn
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@Daniel Dekel Looking forward to to the new update view next year as thats sound like you will have a lot more control on the 'reaction' of the screen to the different events. In terms of futher feedback from out team, one of the other limitiations that causes us some issues in both the original and new view, is that only one level of folders is supported compared to the multiple levels in Support Works. Also the fact that the folder list is displayed in the order it was created rather than sorted alphabetically. This is the same in the drop down when moving as well. Cheers Martyn
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@James Ainsworth We would also find it useful to be able to set (backdate) the date/time logged of a request to that of when it was received into the mailbox when using the 'Raise Request' option and when starting the 'Response Timer' node having the ability to configure this to use that as the start time for the response timer rather than the current date/time of when the node is called. Cheers Martyn
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@Daniel Dekel In terms of the delete folder (in the folder list), Delete All (top right) and delete email icons, will these not be displayed if the analyst in question does not have the Can Delete Folder/Can Delete Messages permissions or will simply not function? Also in terms of moving an email, either manually or via the Raise Request/Update request process, does this require Can Delete Message permission? As there does not appear to be a specific permission relating to moving an email. Cheers Martyn
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@Daniel Dekel Thats fine, as everyone will have a different view on these sort of aesthetic look and feel issues. A further ting we have noticed, is that when you are in the inbox and it is refreshing as well as the rotating hornbill symbol to indicate it is doing this all the current emails in the list and the preview are cleared then redisplayed with the updated emails. It does retain the one you have selected in both the list and the preview, but causing the display flash. Would be better for the hornbill rotating symbol to remain, but the list is replaced with the new updated list rather than clearing, waiting for refresh to complete and the display. We have quite a rapid polling interval for our mailboxes so this has quite an impact. Also if you have selected an email and have it open in the preview pane, that email will remain even if the email in removed from the mailbox you are in by another user. Cheers Martyn
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@Ehsan Thanks for coming back on mark as read issue wihen raising/updating a request from the preview window. @Daniel Dekel One of the other observsations our 1st Tier team has made is that they would prefer the greyed star and selection boxes to be visble all the time rather than them onlying appeating when you hover over them. This is more aesthetic than functionial, just that they found it a bit distracting when working in the mailbox all day. Cheers Martyn
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@Daniel Dekel One of the issue raised by our 1st Tier team, is that when you raised a new request or update an existing request from the email preview window, the email is not being marked as read, so when it then gets automatically moved to the archive folder, it still show as read. The process of raising/updating a request should set the emails status to read at the same time as moving to the archive folder. Cheers Martyn
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@Ehsan That sounds like a positive step forward, but for our situation where we have our 1st Tier Team updating requests on behalf of the second tier teams. Members of the 1st Tier Team are not members of 2nd Tier Teams, as we are in the process of implementing auto assign to most avaiable analyst, but the 1st Tier Team is added as supporting team to the Service so that they have access to the requests. From my understanding of the what you are proposing this would not work for us. Certainly agree it should be done as a role rather thant a settings. Perhaps there needs to be two levels of permission, one as per your current proposal and a higher one where if the analyst is a member of a supporting team for the service the activity is linked to thay have the permission to update or perhaps more simpler to implement that they get the same rigths as you do through sys admin, but just for activities to allow you to update them. Cheers Martyn
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Historic Updates - Attachments
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
@James Ainsworth Thanks for the update and confirm that this is now working as intended. Cheers Martyn- 3 replies
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