James Ainsworth

Thanks for your post @samwoo We do have a change in our backlog for this particular feature. I'll make sure that you are added to the change. Regards, James

Hi @Dan Munns We do have a change that is not too far off for adding Cancel to the list of multi-select options. I'll make sure you are added and this post in linked so we can let you know once it is closer to being ready for release. Regards, James

Thanks for your posts. In most cases we use adaptive screen layouts. I will investigate to see what it would take to add here. Regards, James

Hi @Paul, Thanks for your post. While this is very high up our queue to be worked on, it has not yet reached development. Regards, James

Hi @gregmarcroftorc You can bypass the AD authentication and use Hornbill authentication by issuing ?ESPBasic=true in your URL. https://live.hornbill.com/<instance_ID>/?ESPBasic=true This will enforce Hornbill authentication rather than SSO. Regard, James

Project Manager: An Overview of your Project This video introduces Hornbill Project Manager. We start by looking at the Project Overview. For any stakeholder in a project, the Overview gives an encompassing view of the current state that the project is in. From here you can see the progression against a defined process, the status of the current Milestones and Tasks, and your current spending and risks. You are also able to drill down into Milestones and Tasks for easy updating of your projects. An important aspect to all apps on Hornbill is the built-in collaboration. Project Manager provides different levels of collaboration, starting from an overall project perspective, down to providing discussions on individual tasks.

Hi Josh, Something else that you might be interested in is the use of Asset Sub-statuses. There is documentation located here. When viewing the list of Asset Types there is an option at the top to create substatuses. These will coincide with the main Status. You may find that you don't actually need the operational status displayed and hide this as part of the Asset Type configuration. Here is where you enable the substate on an asset type. Let us know if this helps. Regards, James

Hi Dave, Thanks for your post. While we have some changes in our backlog around improvements to attachments within a request, we don't currently have anything to separate out attachments into different sections based on their source. I believe that there may be a few options that we can look at. Providing a source of the attachment does make sense and I can see how this would help. I'll post back once we have looked at some of these options. Regards, James

Thanks for your posts. I will make sure that you are all added to the change. Regards, James

@Dan MunnsAs a temporary measure you could create an "Archive" team and use the multi-select to reassign to this team. This way you can get these out of sight of your users and give you the time to manage them how you would like to. We do have a change in our backlog to allow for the multi-select to include an option for cancelling, provided you have the right to cancel. I'll add you to this change and let you know when we are closer to having this completed. Regards, James

Hi @dwalby Thanks for your post. We do have a change in our development backlog for this requirement. I'll be sure to add you to the change and we will update this post once it is scheduled. Regards, James

Hi @HGrigsby I was wondering if you are using the Request Details Form in your progressive capture that is used when raising requests? The Service Manager plug-in for raising requests from an email uses the progressive capture that is specified in this setting which by default is the new request progressive capture. If you have the Customer Search and Request Details forms as the first two forms, the customer form will be automatically populated with the sender of the email, and the body of the email will be automatically added to the Request Details form. This has some added benefit as the support person can also remove unwanted text such as signatures or email trails from the details prior to raising the request. The email details will be accessible on the right hand side of the progressive capture so that it can be referred to at any time during the progressive capture stage. I hope this helps, Regards, James

Hi @Tina.Lapere We have added a new option to create a new contact from an email if the contact does not exist. This will be available on the next update for the Collaboration Core. If the contact already exists, this option will provide a link to their existing contact record. Regards, James

Hi @Martyn Houghton Thanks for your post. I have not been able to replicate this yet and seems to work for me without a refresh. Could you let me know which internet browser you are using? Regards, James

@Martyn Houghton I'm going to guess that this will be a challenge as the notifications are constructed in a way to work with the iOS and Android notification servers.

Hi @Oscar Stankard After looking at the code, there does seem to be a 50 email limit when performing an action on multiple emails. I'm looking to see if there are alternatives through the back end to help with this. Regards, James

Hi Chris, There is no additional functionality as of yet to automatically includes users in the CC of an email being sent from a request. There has been discussions around the automatic inclusion of Connections in outgoing email. This is still being considered but not yet scheduled. Do you think that included Connections in the CC of outgoing email would work for you. My only concern about automatically adding CC'd users is that automation may lead to someone receiving sensitive information that they shouldn't have. It can be a lot easier to send a late email to somebody that was missed being CC'd than it is to backtrack from sending sensitive date to a distribution list. Using the BPM you should be able to include an automated email to a general mailbox based on the customer. If the CC recipients are Hornbill users then you might also have some other options with following, mentions, workspaces, and Hornbill Mobile app notifications. Regards, James

Hi @dwalby Thanks for your post. You are most definitely correct. We have one area that is currently in development which will provide this type of visibility during the progressive capture stage of raising a request. As you fill out the progressive capture forms you will be able to see issues that possibly relate to the one you are raising which we are currently describing as "Progressive Knowledge". Once that is available we would then look back at the solutions tab on a request to allow this to make more suggestions to possible matching known issues instead of just showing those that have been linked. No time frames yet and it will depend on the completion of the mentioned "Progressive Knowledge" feature. For now you can use the ''Linked Requests'' action on a request and using the filters look for Problems and Known Errors that might relate to your incident. Regards, James

Hi @dwalby We do have a change for this so we do plan to have a look at this. It is however still in our backlog and not scheduled for development as of yet. I will continue to update once we have progressed it. Regards, James

Hi @SJEaton As long as that progressive capture is saying that it is not active it will not be used, independent of what was saved and when. At the moment whatever you run against this progressive capture, it will see that it is not active and instead run what you have set in app.itsm.progressiveCapture.newRequest, or the equivalent setting for the type of request being raised. If you have the the Progressive Capture Designer open in different locations while editing the same script, which ever location saved last will be the current version. We don't currently have versioning or revisions like we do in the BPM Designer to revert to a previous version, but this is being considered. Regards, James

Hi Martyn, Thanks for your post. I would be interested to hear from other customers their thoughts on more pop-ups. The problem I would find with the pop-up resulting in the notification being removed is that as you mouse around a screen you may already notice the pop-ups sometimes appear when you don't expect them to. I wouldn't want a notification to be removed as a result of this. I think that we can improve on the content of the notification. One might also argue that having a little less info on a notification which leads you to open the full request is a positive thing. Not only does this make you see the bigger picture of everything going on in the request, it will also clear all the other notifications that you might have for this request in your notification list. Regard, James

HI Martyn, Thanks for your post. This sounds like a nice idea. I will look at the options for this. If it comes as a very quick change we could look to add it in, otherwise we will look to add it to our backlog. Regards, James

Hi @Paul Morrow Shortly after your original post back in November, we did release an update to Configuration Manager to address the issues. I just wanted to come back and check if you had looked at this and if it is now working for you. Regards, James

Hi Sam, The arrows for scrolling through the icons are now available. Regards, James

Hi Oscar, Thanks for your post. I had a look at the option for selecting multiple emails. I have a folder with 129 emails. By clicking on the checkbox on the first email, then scrolling down to the bottom of the list, I am able to hold the Shift key down then select the checkbox on the last item in the list and all emails between the two are included in the selection. This is nowhere near the numbers that you have and I'm not sure of a limit. You did mention that you used control click and just wanted to confirm that it is actually shift click. Give that a try and let us know if you still come across a limit when selecting. Regards, James