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
    Is there any update on the ' Wait for Request Resolution' BPM Node being able to cope with the request being reopened and also the ability to add an expire time on the node? The latter would allow for us to close the requests automatically after a set period of time after it has been resolved, like you can in Support Works. Cheers Martyn
  2. Martyn Houghton
    It would be really useful to have the ability to copy existing email template a create a copy saved under a different name, rather than having to create a blank one and copy the subject and description content, when update or basing a new template on a previous one. Cheers Martyn
  3. Martyn Houghton
    At the moment you can include Service ID/Name in the email templates but you are not able to include the Catalog ID/Name. Can this be added to the email templates available fields? Cheers Martyn
  4. Martyn Houghton
    Tina Please separate post below on the discussion about historic updates call dairy being visible. Cheers Martyn
  5. Martyn Houghton
    James The historic updates we imported using the Request Loader do have the public and private flags set, which are displayed in the historic updates section of the request, which would have been there status in support works and hence visibility in the old Self Service. So as in the latter, we would want to display the public ones for all historic requests. Cheers Martyn
  6. Martyn Houghton
    James Thanks for the update. Along the same vain, at the moment as an administrator I can change the availability of a user, but I cannot change the availability description. The ability to change the text would be useful, for example when marking people as being off sick etc, you can include a note when they are expected back. Also it would be useful to have additional status of 'Busy' and 'Off Sick' as well. Cheers Martyn
  7. Martyn Houghton
    Trevor Do we have any idea of the timescale on the new admin tool, as I have some data corrections to do from our migration. Cheers Martyn
  8. Martyn Houghton
    Daniel Thanks for confirm delete is in fact archive and keep an eye out for the new functionality. Cheers Martyn
  9. Martyn Houghton
    At the moment there only appears to be the option to delete a customer contact. It would be useful to have the ability to archive/disable a contact so that any historic infomation is maintaiend but they do not appear in any customer search/selection options to stop new requests being raised against them. Cheers Martyn
  10. Martyn Houghton
    Alex Just to confirm we have checked the allocation when all team members are unavailable and it does indeed auto assign just to the team. Can I ask one fruther clarificaiton in relaiton to " to the member of the team who has the least amount of open requests (for that team ", What status values are taken into account as 'open requests' i.e. is resolved excluded as well as closed/cancelled? Cheers Martyn
  11. Martyn Houghton
    As requested, I have also logged this via the support request page.
  12. Martyn Houghton
    Since applying Service Manager v2.28 we have noticed an issue affecting our views setup in the Request List. Where we have had multiple criteria on the same source field in the view, these have been combined on to a single query condition line, but are not combined in the same way, resulting in the view content being affected. For example, if we setup a new view with multiple conditions on the same source field prior to v2.28 it would apply an 'AND' logic on the conditions except when the criteria field is the same when it would apply the 'OR' logic operation. So in the example above how would have set them up before the upgrade, was display correctly, all requests logged after the date and the Service was either 'Total Land Charges (TLC) or 'Hosted - Total Land Changes (TLC)'. However now when you go back into the view after saving it the conditions are expressed as below:- And the results generated are not correct, as you can see from the example below, which has records for services not in the condition at all. We have also noticed that where we had conditions on Service, where they were previously displayed as the Service Name, they have been converted to Service ID for those views created prior to applying v2.28. However any new services added to the same view or new view configuration show as Service Name. Cheers Martyn
  13. Martyn Houghton
    Alex We are testing this at the moment as there appears to be other issues with the assign to most available analyst, i.e. not giving it to the the most available analyst with the least number of open incidents within the team. This has been logged as IN00142055 with support. I will test the allocation process tonight when all the 1st Tier have finished for the day. Cheers Martyn
  14. Martyn Houghton
    Tina We do this by including the following in the footer of our main request template. Service Desk portal web address https://customer.hornbill.com/idoxsd/servicemanager/request/view/{{.H_pk_reference}} to access your request online. You should just be able to replace the proceeding URL with the URL to your service or customer portal. Cheers Martyn
  15. Martyn Houghton
    Are there any plans to display ' Historic Updates', i.e. the call dairy records transferred over from Support Works, on the the customer portal? We have transferred over a large volume of open request and though we as analyst can see them in the Historic Updates section, the customer cannot. Cheers Martyn
  16. Martyn Houghton
    At the moment there is a manual reload option on the Request List view. As I understand it at the moment there is not automatic refresh of the page except when you either click on the reload button or return/reopen the page. It would be useful for monitoring purposes to have the ability to select an automatic refresh with a number of options for frequency, much like the dashboard objects. Cheers Martyn
  17. Martyn Houghton
    With the latest release there is a now a 'Hornbill Community' link in the user drop down dialog in the top right hand corner. Though I do not want to stifle interaction on the forum from our users, I would prefer that not all of them have the easy link to the forum, as we do undertake some internal assessment/filtering of requests/issues internally before we post on the forum. Is it possible to disable this link in a setting or via a security permission? Cheers Martyn
  18. Martyn Houghton
    James Thanks for the update. In the meantime I keep adding subscriptions to all the server/team combinations. Cheers Martyn
  19. Martyn Houghton
    James Thanks for confirming this is on the way, Cheers Martyn
  20. Martyn Houghton
    Trevor That sound great. I keep an eye out for these in the next release. Cheers Martyn
  21. Martyn Houghton
    When assigning a request to an analyst, via the user application, who is not set to Available, there is now warning or popup like there is in Support Works to advise you that the analyst is not available nor the option to continue or cancel assignment. If this is not already a planned change, can this be raised as important change as this is quite crucial for us as we have a distributed teams working different working patterns. Cheers Martyn
  22. Martyn Houghton
    In the post below, the following login was documented for the 'Assign to Most Available Analyst' "Assign to Most Available Analyst works on the basis of capacity. It also requires a team to be provided as an input parameter. The system will look through the members of this team and will assign the request to the member of the team who has the least amount of open requests (for that team). If there is more than one team member on the same least amount of open requests, the system will allocate the request to the team member that was last assigned a request the longest amount of time ago. For both the Assign Round Robin and Assign to Most Available Analyst bpm options, the system will take into account the user status which is found on their profile. If the user status is set to anything other than 'Available' that user/analyst/team member will not be considered as a request owner for either operation" Can I ask what logic is applied when none of the analyst are set to 'Available', i.e. when they have all left for the day, but customers are still submitting request via the portal and the workflow being initiated. Should this not then result in the request being assigned to the Team and not an individual? Cheers Martyn
  23. Martyn Houghton
    Just a follow up from on this thread in terms of permissions. In order to ensure our 2nd Tier team are able to view source emails linked on the timeline, i.e. ones used to raise and update them, they required some additional rights. Also working at Dan at Hornbill, he identified that they would also require 'Can Get Folder Properties' in order to avoid errors being reported in the server log. Cheers Martyn
  24. Martyn Houghton
    I know there has been discussions in the past about the provision of a 'All Requests' view via the the customer and service portals and is something we raised when we assessing Service Manager prior to proceeding to move from Support Works. Now we are live, this is a common trend in the feedback we are receiving from our customers, as in 'I want to be able to see all my requests across all service' or 'In order to locate a request or one of my colleagues, I have to know which service it is under'. This is possibly has more of an impact for our customers as we have in excess or 100 services defined and most customers will be subscribed to at least 20+ of them. Are there any plans/timescales for adding in a All Request view? Cheers Martyn
  25. Martyn Houghton
    Daniel Ok, that sounds ideal then. Is this something that is planned? Cheers Martyn
×
×
  • Create New...