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James Ainsworth

Hornbill Product Specialists
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Everything posted by James Ainsworth

  1. James Ainsworth
    Hi Mea, Unfortunately the documentation is not yet available for configuring profiles. However, I'm happy to help. There are two existing profiles called Closure and Request. These are installed with Service Manager. If you click on either of these you will be taken to the details of that profile. You don't need to worry about the profile details. These have been preset to work with Service Manager. On the top right there is a tab titled "Editor". If you click on this you will be able to add and manage your category tree. When adding an item to the tree, you only need to include the code and the name. I'll look at getting the documentation updated as soon as possible. Until then, just post here for any help.
  2. James Ainsworth
    Hi Mea, Are you referring to the Profiles in Administration to create your category trees for Request and Closure categories? James
  3. James Ainsworth
    Hi Martyn, When a request is raised from an email, within the Request Details sections there is a source field that includes a link to the full original email. This should show the inline graphics. I need to confirm this but I was certain that if you include the Attachment Progressive Capture form in the New Request Progressive Capture Script, then if you are manually raising a new request from an email this Attachment form will include the attachments from the email and let you decide which ones you want to include in the request as attachments. We do also have some planned work in our backlog to look at how the emails are presented in the timeline of a request.
  4. James Ainsworth
    Hi Kelvin, Thanks for your post. Without knowing a little more about your environment it may be a challenge to make suggestions for other directions that you can take. I have to say that something is not quite right if a Business Process is resulting in an error. Is this because different BPM workflows are being used for each team? Or is there a branch based on team in a single workflow that causes the issue? The use of Services can be a great way to split out the types of requests that you use to support your users. A service can be created for the level one jobs which all of your teams can support. This way both the service desk team and the 3rd line team can raise requests for that service and they will follow a set BPM workflow that has been set for those types of requests. The engineers may be set up with other more technical services that also have their own workflows to reflect the services that they support.
  5. James Ainsworth
    Hi Lee, Thanks for your post. There are lots of great things going on with our Service Portal. We have a number of features lined up including a 'News and Bulletins' feature which is possibly what you are looking for. Hopefully it won't be too far away. I can't say exactly when, but it is coming.
  6. James Ainsworth
    Hi Martyn, I'm afraid that there isn't an option for bulk loading Services. I would be interested to know a little about the types of Services that you plan to create. There are a number new features on their way that may help in reducing the number of services that you would need to create. One of these features is a request catalog per service. What we are trying to do is provide some flexibility within a Service so that you don't have to create a new service for every small variation of something you want to offer. Looking at HR as an example, on an internal service catalog we would typically see a service created for Joiners, and another for Leavers, and a third for Moves. Soon you will be able to create a single 'HR Service' and build in three requests into its request catalog for joiners, leavers, and moves, each request running its own progressive capture and its own workflow.
  7. James Ainsworth
    Hi Martyn, Thanks for your post. A search option on the user list has been included in a new version of administration which is currently under development. We will keep you posted on its availability.
  8. James Ainsworth
    Hi Martyn, In addition to this there is a video that is available that shows some of the settings that you can apply to the portals. This includes changing the Hornbill logo to a custom logo. https://youtu.be/_I1m42uX0cM. The video is looking a bit dated so you may find some of the settings and layouts have changed since it was recorded.
  9. James Ainsworth
    For the initial development we are looking at weeks rather than months to start seeing some of the work completed. Service Levels and the associated timers are a very complex areas so we also need to keep in mind that following the development there will be a lot of testing required before it is available in a live environment.
  10. James Ainsworth
    Hi Martyn, We have some exciting new functionality with Service Levels which is currently being developed and is not too far away from being available. This will include the ability to define 'Corporate Services Levels' that can be shared between different services as well as 'Service Specific' Service Levels. We are also looking at a providing a way to create rules to allocate a Service Level to a request by using criteria such as if the priority is X and the the site is Y use Service Level Z. We may even see criteria such as date ranges in the future. There are some planned changes for filtering the priorities that we will take under consideration after we have completed the work around Service Levels. I think that you will find that number of priorities won't be such an issue once the new Service Levels are available.
  11. James Ainsworth
    We are looking to provide a solution for this in the next update to Service Manager (2.1.9). This should be available next week.
  12. James Ainsworth
    Hi Martyn, Thanks for your post. I'll have a look to see what options we have to provide some of this functionality in the future. I would also be interested to hear from other customers who would find this useful.
  13. James Ainsworth
    Hello Martyn, Thank you for your post. We had originally considered adding the ability to upload custom icons for services but at this stage of development within the Portals we wanted to make sure that a consistent look and feel for users of the Portals could be achieved by using the set of provided icons. Having the ability to upload custom icons is still being considered for a future release as we understand that the provided icon set will not accommodate every scenario. There is a setting to change the colour of the provided icons which can be found in Hornbill Administration by selecting Hornbill Service Manager from the application selector in the top left and then under Settings on the left hand menu select Application. From here you can search for the setting guest.colour.common.icon and set the colour of the icons. This setting does apply to all icons and from your description you are possibly looking for something that can be applied to each individual icon?
  14. James Ainsworth
    Hi Martyn, Thanks for your post. We are currently investigating this as a defect (PM00136990). It is already on our development queue and we will be sure to update you on the progress. Kind regards, James
  15. James Ainsworth
    Feature Update - Suggested Solutions The provision of workarounds and resolution information on problem and known error records are a great way to feed potential solutions into Incident Management. Hornbill Service Manager provides easy incident matching to existing problems and known errors using the search and link options to create associations between related issues. Workaround or resolution information is fed up to the linked incidents, giving the incident owner the visibility of solutions which can be used to resolve their customer’s incidents. Accepted solutions are recorded directly into the incident resolution details for fast and accurate capture of resolution details.
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