Martyn Houghton
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Posts
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Profiles
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Enhancement Requests
Posts posted by Martyn Houghton
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Though you can edit your 'Comments' in a workspace after submitting them, you do not appear to have the ability edit your own 'Post'.
Is there a reason for this or is this just something that has yet to be implemented?
Cheers
Martyn
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It would appear that the BPM node needs the ability to set the Due Date and it is this field we would want to able to populate with the target response and resolution date/times, as well as with an arbitrary duration of time in the future.
Cheers
Martyn
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Danie
As you advised, editing the activity and populating the Due Date, has made the activity display correctly on the My Activities form.
If you can let me know the Problem reference for the Call Back function not populating the Due Date, so I can keep an eye out for it in the release notes.
Thanks.
Martyn
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Daniel
This may also relate to my other post about activities created by human tasks in BPM not having a due/start date as well.
https://forums.hornbill.com/index.php?showtopic=8398
Cheers
Martyn
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Daniel
For some reason the screen shot I included in the post seems to have disappeared. I try attach it again as this shows the information.
Cheers
Martyn
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The My Activities window does not seem to be displaying activities in the correct columns. For example I have created a callback activity back in April, 15/04/2016 with a reminder of a day before, but this is shown in the someday column not overdue.
Is there is something we need to configure on the My Activities screen?
Cheers
Martyn
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When creating a manual activity such as call back you are able to specify a date and time, but when creating a Human (manual) Task in the BPM, you can only set a priority and an expiry date, which are both static arbitrary values.
Can change request be raised to allow the BPM node to specify a date and time from a variable ( i.e. respond by or resolve by) as well as an arbitrary duration.
This way the activities created will be displayed in the correct order in the users 'My Activities'.
Cheers
Martyn
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Gerry
Thanks for the update. I suspect it will be easier to layout and document once the new facilities for annotation are added into the BPM canvas etc.
Cheers
Martyn
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Kelvin/Trevor
I think this would be a useful node for most of us, as there is quite often a need to provide static information back to customer, especially for more lengthy progressive capture flows.
Cheers
Martyn
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Trevor
Thanks for the updates and will await you update on the required rights.
Cheers
Martyn
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The issue of dynamic lists being populated from a simple list, not displaying the values in the Customer Portal, appears to have returned. Using the same progressive capture workflow in the Service Portal, the dynamic list appears (impactList) the values appear, but the same node in the Customer Portal generates an empty list to select. from.
Can this be raised as a problem case.
Thanks
Martyn
Server Build 2530 Server Build Date 2016-05-03 08:31:28 Installed Applications
1.3.4 - 217
Hornbill Document Manager
2.24.7 - 732
Hornbill Service Manager
Collaboration Version: 2.5.0.401
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Reporting is currently accessed via the Admin Tool under Service Manager. I have a number end users who need the ability to create and run reports, but I do no wish them to have access to the rest of the admin tool.
There does not seem to be a standard role for giving access to Reporting only.
Can you advise on what permissions would be required to give access to only the reporting element?
Cheers
Martyn
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From discussions with Dan Riley, it appears the Request Cleaner does not clear down the Historic Updates nor their attachments currently.
Can this be raised as change request to have this addressed.
Thanks
Martyn
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James
Thanks for the update.
Cheers
Martyn
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Paul
Have you checked the settings in the Admin Tool, Instance Configuration under Portal Account and the one for the service portal. That does seem to have a default setting of putting the year first.
Cheers
Martyn
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Does the system record user logins to an audit table, or is there just the last authentication date stamp against the user's record?
We implemented this in SupportWorks using VPME on the event to populate a table with a history of user logon data stamps, so looking at a way of acheiving a similar outcome in the platform.
Cheers
Martyn
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Gerry
Thanks for the update and hopefully you find a path through the PDF generation complications.
Cheers
Martyn
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We are using the Request Cleaner as part our testing for our initial project to migrate from Support Works to the Collaboration Platform, which enables use to do multiple test transfers and wipe all requests.
Once we are Live with this we are planning to migrate a number of other desks into the system, so would not be able to do the same test transfer process as the Request Cleaner deletes all requests and we do not have a 'test' instance as such.
Would it be possible for the ability to add a selection criteria facility the Request Cleaner to allow partial deletion of requests?
Cheers
Martyn
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We are using the Request Cleaner tool to clear down requests created/loaded as part of our testing.
Having previously loaded historic updates from Support Works, including attachments, I have run the tool this morning to clear down all requests.
Checking my disk usage on the instance via the admin tool the space taken up by loading of the Historic Update Attachments does not appear to have been released.
Is there a time delay between cleaning down the requests and the linked attachments being removed?
Cheers
Martyn
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Great. Will it include the ability to search across multiple services and additional fields such as the external ref number, title etc?
Cheers
Martyn
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Steve
Thanks for the detailed reply. I think for us at the moment the ability to use the alternative email address within the BPM would be useful, however we envisage most of our emails being sent out manually via the request screen, so hence wanting to take advantage of the connections entity to include the alternative email address.
The reason being for the manual email generation, is down to it not being possible to take the comment from the manual activity and placing it in the email template.
Cheers
Martyn
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Thanks for the quick response.
Cheers
Martyn
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The Customer Portal currently does not have any search facilities to locate requests by searching so you have to know what service the incident was logged under and then locate it that way.
Is there any plans to provide the same 'Look for' functionality that is in the Support Works Self Service?
Given that requests are now stored under services, the search facility would ideally be available on the My Service level as well as within a particular service.
Cheers
Martyn
Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
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When viewing requests in the Customer Portal. the request reference value is truncated, when you have a prefix longer than two characters.
We are using a five character prefix in order to identify our references as specific to our system, as we predominately provide services to external customers, whom use systems of their own with the default IN, SR etc. The format we are using is IDX for Idox and then the standard prefix of IN, SR. i.e. incident reference IDXIN00001024.
At the moment the portal will strip the last two numbers off, as it seems to be hard coded to 10 character limit on the display column.
Cheers
Martyn
Workspace Ports - Editing
in Collaboration
Posted
Looking at this further, you can only edit your comment if your comment is the last one on the Post. However even when there are no comments on a post you are not able to edit the Post though.
I am presuming this is by design and that you are supposed to do any corrections in a subsequent comment?
Cheers
Martyn