James Ainsworth

Hi @HGrigsby We have now started our initial development on this. Our first area we are looking at is providing multiple size options for the Service icons. We are also looking at the number of icons displayed to possibly be more dynamic so that on larger screens, more icons can show. It is still very early in the development to know how long it will take and what we will be able to achieve. I'll post back once I have some more information. Regards, James

Thanks for the post @Keith. Victor was looking out for you and had already added you to the change as a result of an earlier incident that you had reported.

That's great news @Michael Sharp. Thanks for the update.

Hi @DeadMeatGF My first thought would have been suspended due to failed logins. I'm not aware of anything else that would change this automatically. I'm afraid don't know enough about SAML to know if something can occur between the identity provider and Hornbill that would cause this while you were having this period of difficulty connecting. I will make sure that the team are aware to see if they can provide any further feedback. Regards, James

@DeadMeatGF I wonder if the below post would be of any interest or help with the situation while this is being looked into. It may however only really apply to the Timeline entry visible to the customer in the portals and not in the resolution email. In this case the it was mentioned that they didn't want the 'No Category Selected' on the Resolution Timeline entry displayed to the customer.

Hi @yelyah.nodrog Seems that there is a supporting release of the Administration portal that we are still waiting for. Administration build 759 and newer will include this and should be with you soon. Regards, James

Hi @yelyah.nodrog I just wanted to let you know about this latest update which includes the following It is now possible to set a report output orientation (Landscape or Portrait) only available for PDF file output. Regards, James

Hi Michael, Thanks for your post. I'll look into our options for having a similar setting to enforce request category selection before resolution, similar to the closure category. There are some existing options that may help. Enforcing a category selection when a request is first raised or soon after when the request is being assessed, you can use the suspend feature in the BPM. In combination with this you can use the Action Lock to lock out the resolution until the category has been selected. The advantage of this is that you can create unique scenarios for different types of requests or requests belonging to different services. The problem with the setting similar to the closure category is that it is global and is applied to all requests. There is a video that describes the Lock Actions here Regards James

Hi Joyce, Thanks for your post. Up to now, the change calendar has only focused on scheduling Change and Release Requests and you are unable to add Activities to this calendar. The plans for the change calendar include blackout periods and possibly some more visibility of conflicts between changes. There has also been consideration on having the activities associated to the changes listed here. I'm not sure if we would move away from having this as a change calendar to a more generic activity calendar. We are also looking at having individual calendars on Assets for scheduling things like maintenance. The Activities View in collaboration is currently the main location for displaying Activities and we are looking to improve visibility of team activities which you might need for your requirement. You may find that having activities on your changes and the activities for your maintenance could work well on the Activities View. I will see if I can get some more details about this. Regards, James

Hi Mike, We do happen to have a change in our backlog for this. I'll make sure that you are added to this change. I'll update this post when we have made some progress. Regards, James

Thanks for your post @HGrigsby. I've added you to the change record. Regards, James

Hi @samwoo It looks like some work has been completed to help support this. Keep an eye open the updates in Server Build 2877. Regards, James

Hi @samwoo I'll ask about the document search. It makes sense that it should be able to do this. As for the theme, there hasn't been any particular changes. I'm using Chrome.

Hi @Cizzling There are no updates at the moment. I'll add you to the change and once we see some progress I will be updating this post. Regards, James

Hi @Cizzling This change is in our development backlog but it has not yet been scheduled for work to start. I have added you to the change so that we can post updates as it progresses. Regards, James

Hi @dwalby We do have an existing change in the backlog for this. I've added you to the change and I'll update this post when some progress is made. This is not currently scheduled with our development team. Regards, James

Hi @DougA I just wanted to update this post and mention that we now have a new Action Item on requests for linking to documents in Document Manager to a Request in Service Manager. Regards, James

I just wanted to follow up on this post. A full functioning request list has now been placed on both a user's profile and on a contact's record. This includes filters, exports, and customizing columns. In addition to this there is another tab that shows the services that they are subscribed to. Regards, James

Hi @dwalby While this is being looked into, I was thinking about your wiki and I would imagine that it would take some time until all is moved to Document Manager. I have a custom button on requests that searches the Hornbill wiki. To do this just do a normal search on your wiki, take the URL from the results page and make a custom button with it, and add the summary or description variables where you see your search text. I thought that having this on your requests may help until Document Manager is ready for you. You can do the same with Hornbill Workspaces Workspaces become a great place for less formal knowledge. It is amazing what useful information can get captured through a discussion on a workspace. Regards, James

Thanks for your post Samuel. We are going to have a look to see what can be done. We will post back once we know if we can provide a solution. Regards, James

Great to see everyone's posts. As a result of the earlier discussions on searching we do have a number of changes to hopefully help in these areas. One change regarding timeline searching is mostly complete but due to performance concerns, it was delayed and we hope to return to this soon. Other changes are planned to improve the searching as you will see being discussed here... Along with the search requirements we have many other suggestions for features and enhancements and hopefully you will see from both past and up coming updates that these are being continually added. Threads such as this one helps us prioritize and progress these changes so your feedback is of great value. We will keep these threads updated as we make progress with the searching. Regards, James

The end result could look like this...

Hi @Paul Smith While this is being looked at I thought that I might put forward an idea which may help in a number of ways. Set the default visibility of the Resolution Action to Team In the BPM add a Request Update to the timeline that has the visibility set to Customer which contains a constructed customer facing text and includes the resolution text using a variable. The advantage of this is The customer will no longer see this resolution information that includes if a category was assigned or not You maintain the visibility to your analysts that a category was not set The Request Update lets you provide a standard format or template on how you communicate the resolution to your customers Having this standard template means less time each analyst spends writing up the resolution details. Here is an example of the BPM Operation to create this resolution update template to the timeline. A couple of things that you will need to do as part of your BPM is to have a Suspend and Wait for Resolution and Get Request Info operations before the timeline update is made. This will ensure that the resolution has taken place with the resolution text and that the new resolution text is updated in the Get Info variables. Your BPM may look a little like this... I hope this helps. Post back if you have any questions about setting this up. Regards, James

I like the idea of having an action on a board. I've added that as criteria to the original change so that we can look at both options when it comes time to working on the change. Regards, James

Hi Paul, No, you wouldn't be able to see the CC'd on the Add Connections form. I will have a think on what we can do to improve this. For now the user may need to view the email in a separate tab and manually add them to this form. Regards, James