[Outgoing calls]

@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

[Service Portfolio - Service Level Agreements - Search/Filter]

@AlexTumber

Indeed. I just been using it today as had to add some more SLA's to our system.

Thanks again.

Cheers

Martyn

[Service Portfolio - Service Levels not readable in Dark Mode]

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

 

[Unable to Assign Roles in Dark Mode]

@NeilWJ

Thanks for confirming.

Cheers

Martyn

[Unable to Assign Roles in Dark Mode]

We are unable to Assign Roles to a User when using Dark Mode as the screen is displayed as white text on a white background.

Cheers

Martyn

[Enhancement: In the form to create a new Service, please include the "Default Mailbox" selection]

++1 from us.

[Request source type?]

@Berto2002

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

[Request source type?]

@Berto2002

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

 

[Request source type?]

@Berto2002

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.

Cheers

Martyn

[Admin Tool - Dark Mode not honoured in search results or simple lists]

Dark Mode formatting is not being honoured in the Admin Tool for search/filter results or simple list content. Example below.

Cheers

Martyn

 

 

[Request source type?]

@Berto2002

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

[Response Time]

@Jim

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

 

[customerId field on API Scheduler not giving the result of listing Customer on a Request]

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?

@Berto2002

I have PM'ed you our API Schedule JSON file.

Cheers

Martyn

[A few minor graphical issues in Intelligent Capture]

Same issue here as well.

 

[FAQ's to show date created and last updated in Portals]

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

 

[BPM Editor - Process Name not readable in Dark Mode]

@James Ainsworth

Thanks for the update and quick fix.

Cheers

Martyn

[FAQ's to show date created and last updated in Portals]

 

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

 

 

[Could the 'Updated' date for Documents be displayed in the Catalog]

+1 for us as well.

[Service Level Agreements - 'Service Category']

@James Ainsworth

Thanks for the update and reassuring it is still in the queue.

Cheers

Martyn

[Service Portfolio - Service Level Agreements - Search/Filter]

@Steve Giller

Thanks for the quick confirmation.

Cheers

Martyn

[BPM Editor - Process Name not readable in Dark Mode]

When using the BPM Editor in Dark Mode the Process Name is not readable. Example below.

Cheers

Martyn

Light Mode

Dark Mode

[Service Portfolio - Service Level Agreements - Search/Filter]

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

 

 

 

[Service Level Agreements - 'Service Category']

@James Ainsworth

Is this still in the backlog?

Cheers

Martyn

[Scroll Bars in Dark Mode]

Are we able to make the Scroll Bars in Dark mode more usable, as at the moment it not easy to see where you are. Example below.

Cheers

Martyn

Light

Dark

[Accessing Hornbill via an EE dongle]

@SJEaton

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