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Enhancement Requests
Posts posted by Martyn Houghton
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Indeed. I just been using it today as had to add some more SLA's to our system.
Thanks again.
Cheers
Martyn
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When using Dark Mode to view/edit a Service Level Agreement the Response and Resolution Target element of the window is not rendered properly and is not readable.
Cheers
Martyn
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That's correct and that's what we have done to have the increased breakdown of our different sources.
Perhaps it is worth us logging a new enhancement request to have the ability to make this customer configurable and the standard source field in the request details set to use a system-provided simple list rather trying to restart the 2018 post.
Cheers
Martyn
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Found the historic Topic from 2018 where I raised this and @James Ainsworth advised on using the Update Request > Source node, as well as @Lyonel amusing GIF.
Cheers
Martyn
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Just done some digging. We use the Source simple list in our IC when a new request is logged manually.
There is no validation on the Source field, so you can insert anything you want into it as long as it is a text string no more the 32 characters in length, including via the API scheduler JSON.
"6": { "Type":"Content", "Parameter":"sourceType", "Content":"Scheduler" },
We have a node in our BPM which uses the Update Request > Source to populate the value provided from our customer simple list into the Source value.
CheersMartyn
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There is a standard Simple List under Service Manager called Source which is where we have undertaken the update, which from my memory is a standard one we have changed.
https://live.hornbill.com/<INSTANCE>/admin/app/com.hornbill.servicemanager/setup/simple-lists/Source/
Cheers
Martyn
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We make the response time once the request has been assigned (including the same Wait for Owner @samwoo uses) and validated by one of our 1st Tier teams which is the point we send them an acknowledgement email. We use the response timer to monitor the performance of or 1st Tier who are responsible for the initial response and we store in a custom field the owner at the time the response timer is marked for individual KPI measures.
The only requests we make the response timer automatically is when the request is part of our automated requests where the system processes it.
Cheers
Martyn
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On 6/16/2023 at 8:31 AM, Berto2002 said:
Any chance you can please send me an example of one of your working configuration files (or paste here) so we can critically review it against ours, please?
I have PM'ed you our API Schedule JSON file.
Cheers
Martyn
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Same issue here as well.
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1 hour ago, Sam P said:
You're right however I think its useful for returning customers to see that there has been an update since they last visited it and would encourage them to take a look
@Sam P exactly
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Along the same lines as @Sam P post (link below), if the date created and date last updated could be displayed for FAQ's on both the Employee Portal and Customer Portal, that would be very helpful for consumers of the information.
Cheers
Martyn
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+1 for us as well.
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Related to an earlier post (link below) we would like to request a Search/Filter box to be added to the Service Level Agreements tab in the Service Portfolio, as we operate numerous Service Desks on our instance and have a large volume of historic and inherited SLA agreements, so being able to search and filter the list would be a real help.
Cheers
Martyn
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As a workaround, it might be worth trying using a VPN, so your traffic is routed to the VPN endpoint over the dongle and then onto the Hornbill server rather than direct.
Also, do you get timeout issues shown when logging in to the Hornbill Support page and it does the instance connection test on the right-hand side?
Cheers
Martyn
Outgoing calls
in Service Manager
Posted
@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