Martyn Houghton
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Enhancement Requests
Posts posted by Martyn Houghton
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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
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Are you able to assist in clarifying the information for CH00157807 or one it be best to log a support request?
Cheers
Martyn
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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
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+1 for us, as would allow greater more granular interaction between different requests and workflows.
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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
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+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.
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+1 for us please.
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+1 for being able to automate adding a linked request.
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+1 for us
,mote details please.
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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
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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
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@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
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@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
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+1 for us
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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
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I still seem to have the same issue with not having a grey scroll bar indicator.
Cheers
Martyn
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Raised an enhancement request to have the field on the Phone activity made configurable.
CheersMartyn
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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
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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
Missing Known Errors BPM Node - Publish
in Service Manager
Posted
@Harry Hornbill
Are there any plans to enhance the Known Errors request type BPM support, as not being able to publish or check the status of a Known Error from within the workflow is quite a big road block to automating them?
Cheers
Martyn