[Visibility of my request on the home page.]

On 28/11/2023 at 02:26, Llyr said:

any Change Request that i raise don't appear in this area.

When you are creating these changes, are you setting yourself as the customer?  The Employee Poral will only show you requests where you are the customer or connection.  The Employee Portal will not show you changes where you are the owner or the person that raised it.  

[Ability to Stop People Creating Snippets]

Hi @will.good

Thanks for your post.  It isn't currently possible to stop snippet creation.  Snippets were originally released as a feature for individuals to help with data entry.  A little like a permanent clipboard. The ability to create shared snippets came much later.  We don't have anything in the backlog to include additional rights and roles for snippets, however we will keep this in mind in the future.

[Count users who have not logged requests]

Hi Jim,

Thanks for your post.

I believe that your query doesn't return anything because when using NOT IN, each result returns NULL and with a NULL value nothing gets displayed.

Try this.  

SELECT  h_user_id
FROM    h_sys_accounts
WHERE   NOT EXISTS
        (
        SELECT  NULL
        FROM    h_itsm_requests
        WHERE   h_user_id = h_fk_user_id
        )

 

[Visibility of my request on the home page.]

Hi @Llyr

The first place I would look is the following setting.

Could you let us know if you have this setting turned on?

[Copy attachments when creating linked requests from BPM]

Hi @Gareth Cantrell

Thanks for your post.

From the above linked thread, we had already raised a change proposal that is still in our backlog.  I'll add your interest to the proposal.  Despite it being raised some years ago, we have kept it in the backlog and we will continue to review this and other change proposals that have been raised.

As you had already posted in the other thread, I'll make a note to add any progress with this requirement to that thread.

 

[Changing user from basic to full]

7 hours ago, JJack said:

For us too we are notified of an individual who needs to become a full user

Hi @JJack

If you are being notified about an individual that needs changing, could you incorporate this into a process?  You could create a request catalog entry that drives a capture and workflow for processing these.  Below is a screenshot of an automation that changes a user from basic to full.

 

There are also options for adding and removing roles.

Let us know if these help.

 

["My Requests" widget - is it possible to customize?]

Hi Andrew,

I have put through the idea of a hover-over popup on the requests widget that shows the first x characters of the description as a change proposal.  We do get hundreds of great ideas each week and unfortunately we can't to commit to each one.  I will always look to see if there is something currently available that can be used immediately.  I was first suggesting that the summary can be appended with some key information.  This could be the first few words from the description, or the request category.  I do see that the amount of space  available with the summary is limited as seen by the highlighted areas, but that can be increased by making the widget span all 4 sections.  

[Different Home View]

Hi @billster

Thanks for your post.  

As a user can be a member of multiple companies, this type of membership wasn't used as a way to associate a user to a company page as it couldn't be determined which page to show.  Instead, what is required is to set the Home Organisation on the user's profile as highlighted in the screenshot below.  Let us know if this is what you are looking for.

[Tier 2 Response Tracking]

First Time Fix  can be a good place to start.  If tier 1 support are driven by this key performance indicator (KPI) it can reduce the number of requests that get escalated to tier 2.

[Tier 2 Response Tracking]

Hi @MacLean Ferguson

I believe that there are a few options that are currently available that might help.

Automated escalations on a service level target can play a big part in this.  If you look at the full response and/or resolution target that has been provided or agreed on, you can divide this time up between teams.  For example if you have a 2 day resolution target, give tier 1 support 1 day to fulfill the request after which time the request is escalated to tier 2.  This escalation can be done in two ways.  It could be a simple notification to tier 2 or it could be a reassignment to tier 2.  It could also be a combination of the two.  It may start with a notification to tier 2 to give them a heads-up that it may be coming their way, followed by a reassignment.

Introducing First Time Fix (FTF) criteria can be a good way to encourage tier 1 support to resolve an issue before it gets escalated to tier 2.  A key performance indicator for tier 1 support should be FTF.

There is a table that tracks team reassignments that can be used for reporting, but it may not tie together the timing between hand over and failing a target.  

 

[Issue with renaming workflows]

A fix to the renaming of a workflow has been included in today's ESP release.

 

[Email -> Templates Role]

I believe that you can create a new role that has a privilege level of User that has the Manage Email and manageEntityEmailTemplates rights added to it. 

However, it does also allow for other configurations within Email, as seen in the screenshot below.

 

[Attempting to update a card gives error]

6 hours ago, Gareth Cantrell said:

we are still constantly getting errors on the new card update nodes

You might want to raise a support request directly with Hornbill Support. 

At the moment the only thing that I can guess at is that here it looks like you are updating the content of the card with something from the request to do with risk information and maybe the card content is not large enough to hold what you are trying to copy in.  It is difficult to say without access to your data.

 

[How can i get an email sent to a team on a form?]

I can't see any reason why your workflow would change behaviour from adding this one node.  As you are a Premier Success customer, you might want to raise a support request directly with Support so that they can have a closer look.

[CR spawned from SR not picking-up Workflow, not reporting the RequestID and not accepting Change Type]

@Berto2002

There is a potential fix being included in the next Service Manager update which is currently scheduled for next week. As you mentioned, there were a few other customers with similar issues.  Once the fix is available we hope to confirm with each customer that is has resolved their scenario.

 

 

 

 

[Issue with renaming workflows]

Hi Craig,

I believe that the error message not showing is one of the UI issues.  Development have found a couple of issues around this which will be made available on the next update.  These should be referenced in the release notes once released.

[Employee Portal Search > Services - result ordered by Service Id ascending and not by relevancy]

On 08/11/2023 at 01:59, Estie said:

I mean change 'Catalog item' tab to something like 'Forms' or 'Request Forms'

It is interesting that it is labelled 'Catalog Item' as the default translation is 'Service Request'.

The translation string is guest.page.widget.search.service-request which can be found in the User Interface Translations

[Issue with renaming workflows]

Hi Craig and Andrew,

Thanks for your posts.

I believe that this has always been the case where the name of the workflow can't be changed, in the same way that they can't be deleted, when there are active workflow instances associated to it. There may have been a change in the UI that makes it appear like this can be done.  If you add a new workflow you will find that you can rename it prior to any workflow instances being created.  This suggests that the name is being used somewhere as an identifier.

I'll see if I can find out more from our development team.

 

[If an FAQ is set to Service Desk (not Portals or Both), is it or can it be visible to look-up by Full Users...?]

Hi @Berto2002

Thanks for your post. 

At them moment, the FAQs are only presented during Intelligent Capture or from a request, by either the solutions action or by clicking on the associated service.  There isn't currently a global search across all services that sits outside of the requests.

There is some development work around knowledge that will include a global search that a Full User will be able to use.  The knowledge work will be made available over a number of phases, starting at the end of this year.  

 

 

 

 

 

[Session User Handle in Email Variable]

Hi @will.good

The Session User's name {{session.Name}} contains the user's handle.

Let us know if that is what you're looking for.

[Manage Executed Workflows lists - lifetime of entries?]

Hi Jill,

Thanks for your post.

The entries in the Completed processes list are not cleared.  These will remain in the list unless you manually delete them.  What is cleared after 30 days are the logs that sit behind the completed process that is accessed from this button.

 

[How can i get an email sent to a team on a form?]

Hi Sandip,

If you only need to send the email to a fixed list of users then you can just use the Email External Address.  Have the option set to manual and then you can list the email address separated by commas.   

[How can i get an email sent to a team on a form?]

Hi @Sandip Bhogal

Thanks for your post.

I believe that what you need to start with is automation to Get Email Address for Group Members. This will return a comma separated list of email addresses.

 

Following this, you can then use the Email External Address automation.  On this automation you will want to use the Variable option on the External Addresses option.

 

I hope this helps.  Let us know if this works for you.

 

[New UI missing snippet section for outbound email responses]

Hi @Dave Read

I believe that the snippets have just been moved.  Let us know if this is what you were looking for.

[Attempting to update a card gives error]

Hi @Gareth Cantrell

Can you try adding the Board BMP User Role to this user.  This is actually a role that should be added to any user, including Basic Users that might interact with a request where there are automations that include board updates.