Jump to content

James Ainsworth

Hornbill Product Specialists
 View Profile  See their activity

  • Posts

    4,926

  • Joined

  • Last visited

  • Days Won

    276

 Content Type 

Everything posted by James Ainsworth

  1. James Ainsworth
    Hi @Martyn Houghton We do still have plans to improve this. The current popup is there more to set the visibility and contains an optional notes field. When changing to a on-hold sub-status, there is an option to add a reminder task when not using the automatic off hold. Removing this popup would take these two things away. This will most likely be added as a setting so that it can be enabled or disabled as you require. No time frame for this at the moment. I'll make sure that it is reviewed. Regards, James
  2. James Ainsworth
    Problem and Known Error Records do not in themselves have a place to add a customer. The Raised By section refers to the technical person that raised the request rather than a customer. Multiple customers can be associated to the Problem or Known Error as impacted customers through the ''Connections'' Action Item.
  3. James Ainsworth
    Hi Darren, This is by design. In order for problems to become visible on the portals they must be published. https://youtu.be/UAmhOJgiBEE Let me know if this video helps. Regards, James
  4. James Ainsworth
    Hi Lee, Thanks for your post. No timeframes yet. It is on our 90 Day development queue so work on this is likely to start soon. Regards, James
  5. James Ainsworth
    Hi @shamaila.yousaf I came across this forum post and I just wanted to check if all is working now for you, regarding the Self Service portal issue that you reported at the beginning of the year. Regards, James
  6. James Ainsworth
    Hi Hayley, Thanks for your post. We do have a change in our backlog for providing a change freeze period which originated from Nasim's post. I've added you to the change. Unfortunately this won't be available for you this week. I will post back if I can come up with any ideas to work around this. Regards, James
  7. James Ainsworth
    Does your monitoring tool offer any form of event correlation or filtering? Ideally, the monitoring solution that you use would have some rules about when to send an email alert. If a service was down this may cause multiple events, but an email should only be sent on the first event, or maybe only send if the events continue for x amount of time, in case the server was able to self-recover or the event were part of a schedule re-boot of a system.
  8. James Ainsworth
    Hi @TSheward_SGW Looking at this a little closer, after you type /Workspace you need to then type part of the name of the workspace you are looking for to have the list narrow down. The initial list shows the first 10 workspaces based on alphabetical order. As you type the list will show the workspaces that match your text, including those that were not on the original list of 10. Regards, James
  9. James Ainsworth
    Hi @TSheward_SGW Thanks for your post. This is a little different from the operation provided in the BPM. I did test and can see your issue. I'll feed this back to the development team. For now if the workspace is not on the list, the workaround could be to go to your list of workspaces and right click on the workspace you want to include in your post and then past the link into your post or comment. It will then show as it does in the red box.
  10. James Ainsworth
    The is now available and the documentation for this feature can be found here...
  11. James Ainsworth
    Hi @Martyn Houghton I just wanted to let you know that the work to include the Service Level and the Service Level Agreement as part of the Get Request Information - Request Details operation has been completed and this will be available in an upcoming update to Service Manager. Read more about the operation on our wiki... Regards, James
  12. James Ainsworth
    Hi @Martyn Houghton No plans at the moment. I will ask if there have been any further thoughts or suggestions within Hornbill. Outside of Document Manager there are no options for managing a file store on a Hornbill instance, and as you mention there may be concerns with software installation packages or large files taking up a lot of space on an instance. For FAQs or Guidance documents we might be in a better position to look at some integration with Document Manager. Regards, James
  13. James Ainsworth
    Hi @Claire Holtham This is in the development queue and lined up to be worked on. I'll let you know once work starts. Regards, James
  14. James Ainsworth
    Hi @Martyn Houghton I have a change in our backlog as a result of a conversation we had. I'll be sure to add the others in the thread to the change. Many thanks, James
  15. James Ainsworth
    Thanks for your posts. We do have some changes in our backlog to add more functionality to the bulletins. I'll see if this can be added as criteria to these existing changes. Regards, James
  16. James Ainsworth
    This for your post @Keith I'm not so sure that the timeline Global Search is going to provide what you need, but as you suggest, reporting on these would be the best way forward. There are a number of potential directions to take which may include custom fields, a UAT stage in a BPM workflow, or using Email Routing for email updates from the customer. This does take us away from this topic about providing more search options. Maybe we could consider a new forum post to discuss and maybe see if other customers have suggestions. Regards, James
  17. James Ainsworth
    Hi Andy, Is there a chance that you can send us this report? It may help us identify or try to replicate your results. Regards, James
  18. James Ainsworth
    Hi Keith, Sorry, there are a number of search options discussed above. Are you referring to the Timeline search or an advanced search on the request list? Admittedly we have continued to run into performance issues with the timeline search. We are continuing to work on this, however it may be worth understanding more about the type of information you are storing about your testing. We may find that other solutions could be considered to help with your requirement. I would also hate to think that once we are over the line with a Timeline search that the outcome is not what you expected and it doesn't give you the information in a way that helps. Regards, James
  19. James Ainsworth
    Hi Giuseppe, Thanks for your post. Are your updates being processed automatically using the Routing Rules? Are you wanting the request to go back to an open status if there is an automatic email update? The challenge might be identifying if the email update is a response to say that there is still an issue, or a Thank you email to say it is fixed. For the routing rules, you are able to set the destination folder if the email is not processed. I'm guessing that yours is currently set to a folder called "unsuccessful update''. Or are you wanting to have multiple destinations for the Target Folder Failure based on different conditions? Regards, James
  20. James Ainsworth
    Hi @Paul Alexander Thanks for reporting this. We have had continual investigation into this. It has been a challenge as the occurrences are rare and there doesn't seem to be any steps that have been found to replicate the issue. I've fed back to the development team that you have posted this. We will continue to look into this. James
  21. James Ainsworth
    Hi @nasimg It looks like the work has been done. Just waiting for the update to go live. It should be with you soon.
  22. James Ainsworth
    We are just concluding the development of these feature. This should be available in the coming weeks as part of a Service Manager update. Keep an eye out for the release notes. Regards, James
  23. James Ainsworth
    Hi @Giuseppe Iannacone It looks like our development have provided a fix for the issue in the resolve operation. This will become available in one of the next few updates to Service Manager. Regards, James
  24. James Ainsworth
    Hi Keith, The External Reference has been added for use on the Charts and should be available in one of the next updates to Service Manager. Regards, James
  25. James Ainsworth
    Hi Martyn, Plans are still there to provide this but no progress at the moment. I'll keep you posted once we see some movement with this. Regards, James
×
×
  • Create New...