James Ainsworth

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

Hi again, I've gone through and tested the adding of the phone number to the assettelecoms.csv file. The column header needs to be labelled phoneNumber. There is no other mapping to be done. You may need to check that on your Asset Type that the phone number has been made visible. I hope that helps. Let us know if you have any questions. Regards, James

There is also an advanced CSV Asset Import Tool

Hi @Jenny Thanks for your post. I wanted to mention that there are two methods to uploading assets into Hornbill. It looks like you are looking at the CSV import that sits under the Assets in the main client. While this is great for small manual updates I just wanted to check if you were also familiar with our Asset Import Tool? The Asset Import Tool is generally used for more complex imports and also provides the ability to schedule the imports on a regular cycle. I will also see what I can find out about adding the phone number to the template for the CSV import. Regards, James

Hi @Martyn Houghton No plans at the moment. For us the dynamic element is driven from the BPM where this can control movement between swim lanes. I often use 'view only' boards and not allow manual moving of cards. This ensures that the the work (updates and task completion) are done within the requests. Having a similar function to the activity views or the document collections may conflict with the BPM movements. Regards, James

Thanks @Dan Munns Thanks for that. I'll pass this back to the team to see what we can do. James

Most definitely @Paul Alexander

Hi @Dan Munns I will see what I can find out about the hard coded templates. Regards, James

Hi @samwoo I believe that the sorting on the dates will be looked at as well. There was something not working quite right on the date sorts and we didn't want to hold the other changes back so we got those out while the date sorting is investigated. Regards, James

Hi Paul, This change is still in our queue. It hasn't yet been scheduled. I will let you know as soon as there has been some progress with this. Regards, James

Hi @DeadMeatGF We have some work lined up to provide the user search within a custom form. This will come under the field type Group Picker. I believe that we are also looking to add an Asset Group picker. I will make sure that you are added to the Change. Regards, James

Thanks @Dan Munns I can see that this is in the Administration Portal. I believe that the manager will show as the full name on a User's profile in the Hornbill Client, but I can see for someone setting up the managers here would be a challenge and having the full name would help. I'll put this through to team to have a look at. James