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James Ainsworth

Hornbill Product Specialists
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About James Ainsworth

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    Hornbill Service Manager Product Owner

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  1. Hi Adam, Thanks for your post and for the comments about Service Manager being a "Great ITSM tool". Regarding the reporting I thought I'd cover the areas of reporting that are available and describe our approach. Point 2, the Service Manager Reports, is possibly the area that you may want to have a closer look at. Some of the reports you have mentioned above are already available. 1.) Request List Views, Personal Dashboards, and Exports - While this is not your standard reporting, we have provided tools for support staff to build custom views to display requests, build charts, publish and share charts, and export lists to CSV. The goal behind this is to provide live data and information to support staff within the environment that they are working, without having to wait for the creation or delivery of reports. 2.) Service Manager Reports - This is fairly new to Service Manager and is available through the Service Manager menu under the option titled Reports. Some documentation can be found here. This is currently a Beta feature so you will find that there is still more documentation and features to be added. This has been available for some time now to allow customers to provide feedback. If you don't see this menu option you may need to have your account added to the Service Manager In-App Reporting Role which is done through the Administration Portal. This reporting feature is being provided for managers and users that do not have the desire, knowledge , or access to navigate database tables, joins, queries, etc. The idea behind this reporting is that we are providing predefined reports based on industry standards and you can use each of these reports as a base to create an unlimited number of related reports using the report configuration and by defining the criteria. All without scripts, tables, or queries. Another important aspect to these reports is that you can only report on what you have access to. We have just added about 8 new reports over the last few weeks and we have 3 more coming out in another couple of weeks. The number of base reports and features will continue to be expanded over time. 3.) System Reports - Located within the Administration Portal this is more focused with the data experts in mind. While the Service Manager Reports, described above, provide ease and simplicity, the result of this can be limiting when it comes to reporting on very specific data sets that sit outside of the provided reports. The System Reports take this to the next level but they do require an extra set of skills in order to create what you need, but with this is the flexibility. Unlike the Service Manager Reports which have controls to only show requests that you have access to, the System Reports opens you up to all the requests held within Service Manager. 4.) Advance Analytics - As you are aware, there is a premium for this. Again, the audience for report creation will more likely be the data experts. There are a large number of abilities and detailing of the information that you want to report on, but with this comes complexity and therefore additional knowledge in order to create and define. The biggest value with the Analytics is the trending. Other reporting options will look at the data at the time the report is run. Information over time can change in a request and therefore getting trends on some information may not be possible. The Advance Analytics can pull information from the database over time and build up trend patterns. 5.) Microsoft BI Integration - Taking reporting a step further, we have found that some businesses have Microsoft Power BI as a standard reporting solution that encompasses a number of different apps. We have created integration points with Microsoft Power BI to allow customers to bring reporting from Hornbill into their centralized reporting. 6.) Additional Integrations - With our public APIs, iBridge integrations, and exporting tools, this opens up our data to any number of possibilities. I hope you find this helpful. Again, as mentioned above, have a look at the Service Manager Reports within the main Hornbill client. With Hornbill's ability for continual deployment of our apps you will find that features such as this will continue to grow and improve. Kind regards, James
  2. Hi Martyn, There is no change or plan at the moment to provide an option to make this configurable. The mentioned update in the coming weeks is simply moving the activities to underneath the Information panel. Regards, James
  3. Hi Martyn, I have added a change record for this and it is in our development queue. Regards, James
  4. Alisha, Have you tried using Exchange/Outlook Rules?
  5. A defect fix has been completed for this issue. The fix should be available in an upcoming update over the next few weeks. Keep an eye open on the Service Manager release notes Regards, James
  6. I just wanted to let you know that the mentioned defect above has been completed and expected to be available in an upcoming update over the next few weeks. Regards, James
  7. Hi Jeremy, The tasks that are created as part of a workflow are designed to work with and drive outcomes that are used as part of the workflow to provides decision making and possibly change the direction of a workflow or pause the workflow until a task is completed. A scheduled task is an ongoing event that could possibly outlive the life of the BPM that created it. Do you have a use case so that I can understand how you see this working as part of a BPM?
  8. Hi Frank, Thanks for your post. We do have a change in our backlog which will provide a setting where one can select the format for displaying user names. It may include options such as Full Name, Handle, Handle (User ID), etc. Initially it may not cover all areas where user names are displayed, but it will allow us to apply this over time. We were going to start with the Owner information on a request, and expand from there. I'll add the other mentioned areas from the discussions above where this can be applied. I'll update this post once this change is available. Regards, James
  9. Hi Jack As mentioned in my earlier post, the only way to remove the Contact and Organisation menu options is to create a custom Role that does not include the Can View Contacts and Can View Organisations. The default role can't be edited so a custom role needs to be created without these application rights. There is an overhead to maintaining custom roles so I would avoid it if possible. I have asked about providing some additional default roles which would make this easier. The d
  10. Hi Jack, We have also added the Private option when creating a contact. This will be available on the next Collaboration update.
  11. Dates are always stored in GMT in the database. What needs to be done here is to make sure that the dates and times are displayed to the user based on their profile settings. This is documented here. By adding square brackets around the variables, it will show in the description as the user has defined in their profile. Hope this helps. James
  12. Hi Daniel, This may suggest that the population of the manager from LDAP hasn't been set quite right. There are no known issues. I would start by looking at a user that has been recently imported, starting with their profile in Administration to see that the name of the Manager has been added and it shows the manager name correctly. Next, if you look at the user's profile in the main client, make sure that again the manager is displayed correctly and you can click through to the manager's account. One thing to check on the import configuration is under the tab User Options where the toggle for Search for Manager ID should be turned on.
  13. Hi Andrew, Putting aside the size restrictions, I wouldn't recommend uploading videos directly to Hornbill. Hornbill doesn't provide streaming capabilities that maximize playback efficiency. You may be better off uploading private or unlisted videos to YouTube or Vimeo. Hornbill has integration to embed YouTube or Vimeo videos in a number of areas.
  14. HHH, There are options already available for this. This setting will limit the services that are available to Support Staff when raising a request. They will only see services that they support. In @Jack_Podmore 's case, this would mean that he could let the external support teams only see external Services and internal support teams only see internal Services. As a result of selecting a service, the list of users or contacts displayed will depend on the subscriptions to the services. Within Progressive Capture there are 3 different search forms for selecting the customer. Customer Search, Contact Search, and Co-worker Search. The Customer Search will search and display both contacts and co-workers. If someone only wants to return co-workers (internal staff) then they can use the Co-worker Search... On a request, if you are looking to change the customer, the results will be limited to the customers that are subscribed to the service that is linked to the request. Hopefully some of these options may help.
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