Martyn Houghton
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Enhancement Requests
Everything posted by Martyn Houghton
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+1 for us. -
ui issue Request Time Recording does not honour Darl Mode
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
@Steve Giller Thanks for confirming. -
When using Service Manager in Dark Mode the time recording dialog window does not honour the dark mode setting and appears as a original white background dialog window. Cheers Martyn
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We have been trying to achieve this using the existing functionality in the portals when the request status is set to resolved and the timers are paused, however, there is an existing know issue where the timers are not handled properly when using this function. By pausing the timer, if the customer confirms that the issue is not resolved before the status expires, the timers are unpaused and the request goes back to the analyst. If they respond that it is resolved or the period expires the request is auto-closed by the BPM. Cheers Martyn
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+1 for us.
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@Art at BU This indeed an example of what we are asking the enhancement to enable use to do. Cheers Martyn
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enhancement request Request for additional fields for Services
Martyn Houghton replied to yelyah.nodrog's topic in Service Manager
@yelyah.nodrog I am sure this has come up before, but +++++1 for us as well. I try to see if I can find the previous post(s). Cheers Martyn -
@will.good I do not believe you can delete a contact through he main application, only Archive them. The only way to delete a contact is via the Hornbill Clean utility. https://wiki.hornbill.com/index.php/Hornbill_Clean_Utility Cheers Martyn
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Subscription level reached (but it hasn't)
Martyn Houghton replied to Malcolm's topic in System Administration
@Malcolm Collaboration (Platform) licenses will show on the first 'Usage' tab. Clicking on the Service Manager total will show you all the users who have a license. You may have exceeded it by more than just one Cheers Martyn
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Subscription level reached (but it hasn't)
Martyn Houghton replied to Malcolm's topic in System Administration
@Malcolm In Solution Center > Usage > Application Subscriptions does it show as all allocated against Service Manager entry? Cheers Martyn <==
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@CraigP A request needs to come off hold for the timers to be restarted so that when you resolve it the timers have already recalculated the Respond By/Resolve By values, else you will get incorrect SLA performance values. You can do a bulk Update on requests under the same service from the Request List view, but it will depend on what BPM suspect node you have in your workflow as to whether this will then unpause the request. Cheers Martyn
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@Malcolm As a fellow Customer Portal user, what setting value do you have this now set to? We have our set to 14400. Cheers Martyn
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@ssimpson I suspect at the moment it does not honour time zones and DST, but we did not get a definitive answer when we raised this last year. Cheers Martyn
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@James Ainsworth From a security point of view having it controlled by a BPM Node from a change request would so it is tracked and controlled would in essence be an improvement. Is there an audit trail we can check when these settings are currently modified manually? Cheers Martyn
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Related to my other post about implementing Change Control for simple lists, we are also looking to implement the same for setting up of new Contacts. With the current limited customer data model, we do have to create contacts with duplicate email addresses sometimes, so we need to manage the Platform> Core Settings> app.view.contact.disableEmailDuplicateValidation to allow for these exceptions. We would like to automate this as part of the Change Request, so can we query whether it is currently possible to update Hornbill Settings via a BPM node? Cheers Martyn
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We are looking to implement Change Control around the management of Simple Lists. We make very heavy use of Simple Lists in both our IC and BPM processes, so their correct management is critical to the operation of the service. Can we enquire if it is currently possible to Add and Remove a Simple List Entry via a BPM node, as we would like the CR request to actually undertake the change the Simple List? Cheers Martyn
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@Berto2002 Agree the new autosave 'feature' is not that intuitive and we too add multiple lines at a time. Previously you could do this and then click on each line in term to commit the changes. Cheers Martyn
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Can we request an enhancement for the Intelligent Capture custom expression builder to be able to access the custom fields for the Customers (Contact) for use in the branch conditions? At the moment their is only limited fields made visible and we hold additional information such as skill matrix against the customer to determine if they are entitled to log a request against the service. Cheers Martyn
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+1 for us.
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+1 for us, but perhaps a filter option as well so as it grows even more you can search for it by value?
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@QEHNick Have you also got enough Service Manager licenses as well as Collaboration (User) ones? Cheers Martyn
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+++++1 for us as well, for both the Employee Portal and the Customer Portal.
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@James Ainsworth Presume you meant 2830? Cheers Martyn
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More customer details when logging request
Martyn Houghton replied to Alisha's topic in Service Manager
+1 for setting to allow expanded customer panel. -
+1 for us as well
