Jump to content

Martyn Houghton

Hornbill Users
 View Profile  See their activity

  • Posts

    4,028

  • Joined

  • Last visited

  • Days Won

    86

 Content Type 

Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Gary@ADL Gary we branch in our BPM based on Service and I have tended to use the Service name, in the example below I branch where the Service Name begins with hosted, to select all my hosted services rather than an individual one in your case. In terms of the assign we use the Entity Assign option rather than the Application one. Hope that helps. Cheers Martyn
  2. Martyn Houghton
    @Adam Haylock It is not possible at the moment to do a selective clear down of requests, except by request type at this time I believe. This is something we raised previously as we look to bring on more services, we would want to do test transfers as well and without having a test instance you have to do them into Live or not do a test. Cheers Martyn
  3. Martyn Houghton
    Is it possible to report on the current workflow checkpoints completed against a request record? The reason being is that I want to check for request who status is resolved but the workflow is still showing at an earlier stage as manual activities have not been completed. Cheers Martyn
  4. Martyn Houghton
    @Daniel Dekel Thanks for the update will put a smile on some of my colleagues faces for a Friday afternoon. Cheers Martyn
  5. Martyn Houghton
    @riz Thanks for letting me know, I thought it was just me doing something wrong. Cheers Martyn
  6. Martyn Houghton
    @James Ainsworth I have testing again in Service Manager 2.32.5 and the issue still exists in that only services subscribed to an individual or the the immediate parent container. Subscriptions to container higher up in the organisation structure do no cascade. Cheers Martyn
  7. Martyn Houghton
    @riz Thanks for the quick confirmation of the problem. I will keep an eye out for it in the 2.34 release. Cheers Martyn
  8. Martyn Houghton
    After having some issue with printing requests using the print icon, I have discovered that the Print option does not work or launch if the status of the request is closed. Often as part of Service Management reviews we will take a hard copy of both current and closed requests to review them, so at the moment you cannot do this for incidents that have been closed. Is this by design or a Bug? Cheers Martyn
  9. Martyn Houghton
    @Gerry Thanks for the detailed response as that will allow me to report from these tables in the interim. Cheers Martyn
  10. Martyn Houghton
    @Daniel Dekel Thanks for the update, they do indeed no appear in completed order with the latest at the top. Is there still plans to include the 'Completed On' value in the list display on the right hand side, to save having to open each activity in turn to view it? Cheers Martyn
  11. Martyn Houghton
    @riz Thanks. Let me know if your require any further information from us. Cheers Martyn
  12. Martyn Houghton
    On the Customer Portal when a user is setup to be able to view organisation requests, they can only access the request logged under services where they have previousley logged a request themseleves as the 'Requests' tab will not appear. This appears to be down the the logic being used to determine if the 'Requests' tab should appear under a service when the user selects it. It will only display the tab if said current user has logged a request under that service before, even if others within the organisation have logged incidents under the service. The Request Tab logic either needs to includes a different selection criteria when the user has the organisation view option ticked, or the Request Tab just needs to appear whether there has been any logged at all. As we have a large volume of services this is quite an issue as the case where the current user has not logged a request in all the services there colleagues in the same organisation will have. Also for 'Manager' users who do not log requests themselves but want an overview of the requests logged with us from their organisation will not be able to see any. Cheers Martyn
  13. Martyn Houghton
    @Victor @Lyonel Okay, so they have to click on the 'It's Working' button to get the rating/question page to appear, then they can close and optionally rate/comment on the case? Given the standard comment question has been removed, as there any plans to allow you to copy these feedback questions to to other services, as having more than 100 services the administration overhead of having to put it back in for each service and maintaining these going forward is somewhat easier? Cheers Martyn
  14. Martyn Houghton
    @Gerry @cchana I seem to have a vague memory that there were some mention of some auditing of login's in a subsequent release of the platform but do not seem to be able to locate it in any of the release notes, so not sure if there was some changes on this front or if I just misunderstood something. Was there any changes on this front? Cheers Martyn
  15. Martyn Houghton
    Whole feedback section. Note we have updated the prompts in translation in an attempt to stop customer from re-opening requests -
  16. Martyn Houghton
    @DanielRi Though my Star Rating option is enabled for a service it is not displaying on the customer portal, like it has expired. the expiry in days is blank as we have not set this value in any of our 100+ services yet. It appears that this is not defaulting to a value when the feature was added and causes the star rating to disappear. Should the release of set this to 0 by default rather than null? Cheers Martyn
  17. Martyn Houghton
    Just to confirm the 'Its still broken' text is guest.com.hornbill.servicemanager.portals.portal.home.requestView.details.resolve.broken Cheers Martyn
  18. Martyn Houghton
    This is something we also require as we implement a number of different desks into Service Manager, all with their own multiple change request process. Cheers Martyn
  19. Martyn Houghton
    @Gerry That's good news, as we have be asking to customers to re-send emails with .msg attachments to a non Hornbill email address in order to get to their content, so will save a lot of hassle when this is rolled out to live. Will this be a server build or Service Manager release? Cheers Martyn
  20. Martyn Houghton
    @steven boardman @James Ainsworth Just wondering if there has been any planned changes to address this issue of being able to grant permissions to users to update/complete activities owned by another. The users, in our case are our 1st Tier team, who are a team which support the 'Service' the requests are logged against, but the request and the activity will be owned by a 2nd Tier user. Activities are assigned to the individual request owner as they are the one that are responsible for the request, but 1st Tier will be updating the requests based on feedback from the customer, i.e. confirm resolution of the request, so they need to be able to complete the activity in the workflow so that it then progresses to the resolution stage stopping the SLA timer. At the moment we take the incident of hold and have to wait the 2nd Tier person to pick the call update up and complete the activity themselves which is then affecting the SLA response timers etc. Cheers Martyn
  21. Martyn Houghton
    @James Ainsworth Looks like this has been fixed in the later release version and our 1st Tier team can now access this using just the managePortalSettings right. Thanks Martyn
  22. Martyn Houghton
    @NadeemMazhar We raised under the post the below the possibility of the Wait for Request Closure node to have an expiry timer which would then allow the automatic closure of the request by the BPM, but this has not been looked at yet. Similarly BPM workflow does not currently cope with the re-opening of a request. Cheers Martyn
  23. Martyn Houghton
    When using the Print option on the request screen it would be really useful to be able to have an additional tick box in the timeline option to flag whether all entries are include or only those which are flagged as public. This way we can produce an output that can be sent to a customer, where as at the moment the output can only really be used internally as it does not take into account the visibility settings on the entries. Cheers Martyn
  24. Martyn Houghton
    @Everton1878 Pete Might be worth looking at post below to see whether it would satisfy your requirement. This is something we discussed with Hornbill and is something we are planning to implement when I get a moment. Cheers Martyn
  25. Martyn Houghton
    Tina Do you mean in terms of the visibility of the contact fields when viewing a request or when viewing a external customer under contacts?
×
×
  • Create New...