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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @R Hicks As per @Conor advises we have this working in the description field as well. The only observation I would add would be to use the Hornbill Image Library function so you are not reliant on external image URL's. Cheers Martyn
  2. Martyn Houghton
    @Gerry Following on from yesterday's Insights session and the focus on automation, having the ability to override the visibility of auto-routing/responder rules updates to requests is quite critical for implementing Enterprise Service Management processes when integrating with external systems. For obvious reasons, internal emails and third-party updates should not be visible to the end-user customer. With the ability to override the visibility we can set up specific rules using the existing functionality to log and update requests automatically, whilst retaining the updating of the requests automatically with the customer updates visible on the timeline 24/7. Would you be able to raise this with the product team? Cheers Martyn
  3. Martyn Houghton
    @Steve Giller @Nanette Are you able to assist in clarifying the information for CH00157807 or one it be best to log a support request? Cheers Martyn
  4. Martyn Houghton
    @robertmichell You need to use a combination of two nodes. One to put the Request on Hold which is where you set the expiry period and then a Suspect Node to Wait for Request Off Hold. Just ensure on the Services page that you set the sub-statuses to be set when the request is updated or comes off hold. Cheers Martyn
  5. Martyn Houghton
    +1 for us, as would allow greater more granular interaction between different requests and workflows.
  6. Martyn Houghton
    @James Ainsworth Service Manager build 2853 included a change for the 'Wait for Substatus Change' suspend node to consider sub-status, but the parameters and help on the node do not appear to have been updated and on testing this without setting any parameters the suspend node does not pick up the change of the sub-status. Can you please advise on the specific changes made by CH00157807 and how we configure the node to proceed with the workflow when the sub-status changes within the same parent status? Cheers Martyn
  7. Martyn Houghton
    +1 We want to use Change Request element of Service Manager to manage changes to itself, thereby allowing us to audit and control access to specific elements at a more granular level.
  8. Martyn Houghton
    +1 for us please.
  9. Martyn Houghton
    +1 for being able to automate adding a linked request.
  10. Martyn Houghton
    +1 for us as well.
  11. Martyn Houghton
    +1 for us ,mote details please.
  12. Martyn Houghton
    @AlexTumber The Microsoft Power App Subscription is sold on a per user process. Is only one user license required for each chatbot is created, i.e. we would only need one for Harry Hornbill? Cheers Martyn
  13. Martyn Houghton
    @Art at BU @Daniel Dekel The original post relates to the Customer Portal and I can confirm it does zoom to an FAQ using the format of https://customer.hornbill.com/<instance>/servicemanager/service/<serviceid>/faqs/<faqid> The links you mention above relate to Employee Portal ie for CoWorkers rather than external Customers. I can replicate the issue on our instance - where the Employee Portal does not honour the ?faq link if you have to go through the login process. It works if you are already logged in but not if you are redirected to a login stage beforehand. Cheers Martyn
  14. Martyn Houghton
    @Gareth Cantrell @Joshua Howitt The requirement for full Admin access has been a blocker for our organisation as well and we have not been able to progress with operations such as being able to send Calendar entries to Co Workers etc, so this is really good news. Cheers Martyn FYI @Paul Chambers
  15. Martyn Houghton
    @Sandip Bhogal@James Ainsworth There is also a bug (KE00175596) in this functionality where it does not honour/properly update the timers when pausing the timers, so we have had to implement a workaround in the BPM to close the request and not wait for the 2-stage closure confirmation from the customer. Though you are not able to remove the buttons, we have also overridden the text displays using the translation option to shrink them. In our case, we want to implement 2-stage closure but need to await a fix. Cheers Martyn
  16. Martyn Houghton
    +1 for us
  17. Martyn Houghton
    @SamS Just wondering if there is a timescale for this yet? Cheers Martyn
  18. Martyn Houghton
    @TrevorHarris I am using Chrome and my Windows Profile is also set to Dark Mode as well in case that has an impact as well. Replicated in Edge below. Issue is the same in Admin area as well. Example from IC editor. Cheers Martyn
  19. Martyn Houghton
    @Harry Hornbill Is this being considered for the Roadmap? Cheers Martyn
  20. Martyn Houghton
    @TrevorHarris I still seem to have the same issue with not having a grey scroll bar indicator. Cheers Martyn
  21. Martyn Houghton
    @TrevorHarris Any update on this? Cheers Martyn
  22. Martyn Houghton
    @James Ainsworth Raised an enhancement request to have the field on the Phone activity made configurable. Cheers Martyn
  23. Martyn Houghton
    Can we request an enhancement to allow the controlling of the contact fields displayed when using the Phone activity in the Request view? At the moment it is hard coded to h_tel_1 and h_tel_2, so it is not possible to add h_tel_3, even is populated. Also with the growth in Instant Messaging Telephone, such as MS Teams, we often will ring people using their email address as the identifier rather than their actual DDI (if they have one), therefore having the ability to control what contact fields are visible would be a great help and future proof the Phone activity. Cheers Martyn
  24. Martyn Houghton
    @James Ainsworth @Alisha There is also a third telephone field in the contact table, but this does not appear on the Phone activity even if it is populated in the contact or updated by the BPM from your IC. Cheers Martyn
  25. Martyn Houghton
    @James Ainsworth @Alisha Looks like Notices will not let you use HTML href="tel: notation to make a click-able telephone number in the notices. However, you can use wiki markup link in the Notices to create a clickable telephone link. Ring [[tel:0800 923 0050]] Cheers Martyn
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