Gerry

@nasimg I think the problem here is there is a difference in our understanding of our communication approach. Unlike the Supportworks world where we communicate change via the Supportworks admin, with Hornbill we assume our communications with regards to UI changes is with each "user" of the system. In other words, we do not have any process to try to communicate this through the system administrator, we have assumed that having the preview and (in this case very) advanced notice and countdowns of the change that any internal communication a customer would need to have with the end users would already have been had. In this instance our communication about the change was about as good as we could get it. It seems odd that your users are in any way "surprised" about the change as the communication, including a 30 day final countdown, a link to the discussion on the forum as well as screen shots and other information have all been presented to the end users through the application since January. We have sold our customers on the idea of "Continuous Deployment" and so if we are to continuously deliver value on this we need a way of delivering functionality without being gated by each customers own internal communication and readiness planning, otherwise we are back into the world of long term releases and "upgrade projects" which is not what I think our customers want. Perhaps it would help if we could understand "why" you are getting a lot of feedback now, and given our communications what we could do to improve this. To make this work we (and you) need to encourage your users to embrace the evolution and to take on the features (after feedback of course) *before* it ultimately gets forced upon them. Would love to expand this conversation. Gerry

HI Jamie, Yes sorry, I did have a look and it does appear that the platform is "capable", I was not sure if there was an OnTaskComplete event, but there is and its in use so that means we could extend the flowcode to include information about who completed the task in the timeline. I would need to defer up to the Service Manager dev team so they can raise a review and a change request. You can see below the current FlowCode handler for the OnTaskComplete event Gerry

In terms of the full user requirement, thats not the case, reporting is part of the "platform" not any specific application so anyone that has access to the system, even a basic user [edit: I mean collaboration user, not basic user as in the free user] can access and use the reporting system. The levels of access required are controlled purely by rights and the roles that you have set up and assigned to the said users. So you do not need to "Service Manager" subscription in order to view reports or dashboards. Gerry

The Service Management Dev team are actively working on much enhanced (and less complicated to use) user-level reporting that will be designable and accessible directly within the SM application - you will see more of this over the next three months. Gerry

Hi @Rohit Govind Thanks for the update. It would be highly unusual for your instance to be unavailable without us knowing about it, we monitor every aspect of our service provision and take a great deal of care over making sure everything is robust. As @Steven Boardman mentioned, a good place to start is the https://www.hornbill.com/support/ where we have a "telco-like" self-test that makes real calls into your instance through the stack layers, this test is invaluable because the calls the test makes are made from your browser so if the tests pass then you have access. If the tests fail because something is wrong our end it will give you a specific error message/condition, and if like in your case its something your end, the test would not even be able to reach our edge servers so that would be obvious too. Anyway, I am glad everything is now working for you. Gerry

@Lyonel Yes thats a good outline thanks. One of our devs has already looked at something like this, a free app that when installed from the Hornbill AppStore will extend the system to include surveys/polling which apart from other things can be embedded in posts, I would envisage with the seamless integration you could simply post a poll right from within a workspace. One of our developer innovation days involved something like this so we probably have a foundation to build on. Anyway, its on the agenda to look at so watch this space. Gerry

HI @Lyonel I would be interested in any use case you have for this type of functionality. Good use case examples often help drive developers in the right direction. Gerry

Jamie, No the permissions of the document will never be changed, it does not work that way. If you share the document with a Library, all people granted access to the Library get access to the document based on the permissions you shared the document to the library with. Gerry

@Keith Sorry about that, I have moved the topic to somewhere more sensible, I had forgotten the Announcements group was read-only. https://forums.hornbill.com/forum/137-general-non-product-discussions/ With regards to the openness, I am very happy to be open with our customers but I need to consider our competitive position, it takes a lot of hard work to compete in this market today and we are still developing our arsenal of capabilities I am very reluctant to openly discuss futures, in particular strategic ones out in the open. This its self would make an excellent discussion point Anyway, if you (or anyone else) have got any suggestions then I am open, just jump on over to the above link and lets continue the discussion. Gerry

Hi All, @Keith mentioned a suggestion something similar to this which I was already thinking about having hosted my first live stream event yesterday. I was thinking about doing some form of regular Q&A/General chat type on-line event, possibly using YouTube live streaming. I am not sure we could get into the detailed depths of something like reporting that @Keith had also mentioned. I could however cover some of the interesting things the folks are working on from time to time, so that I think sounds pretty aligned with the sort of thing you are suggesting. The format is pretty simple, there is a live video stream where I can present slides, do PTC, show software features, examples etc and there is a live chat where live viewers can ask questions for me to respond to - in effect the chat stream drives the agenda. Topics would be all things Hornbill and Applications related, Technology, probably a dose of my own views and opinions in general ad possibly the odd rant too. The great thing about the YT live stream is, you only need to attend the live stream if you want to participate in the real time chat, because once the stream is ended it is pushed to Hornbill's YouTube channel with no additional effort which makes it efficient. The bad news about YT streaming its in the public domain which means content would have to be limited to stuff that I would be prepared to make public knowledge because anyone including our competitors could be watching, that would be I would have to exclude things like security, future product plans and so on, so that is a limitation. I could use a closed system, something like Livestream but there are costs associated with that and the closed nature of the platform would add considerable complexity and overhead to administering such an event, and that kinda takes the motivation out of it. Interested in your thoughts. Gerry

Hi All, We have now fixed a date of the 28 June 2017 which will be held in London, DoubleTree Hotel. We are still finalising the itinerary so this is a firm but tentative date. Once we have done that we will be sending an official invite out via email, but I wanted to give you notice as early as possible to help your schedule. I know the title of the thread is Fancy a "HUG" but this day is different to a HUG. The focus will be on Service Manager and Collaboration as well as coverage of our high level development plans (note I am not calling it a "ROADMAP" ). I have some really interesting things to show you relating to expanding the the BPM capabilities beyond human tasks and automated functions, showing features of Integration as well as IT Automation and Orchestration. I would also like to give you some insight into the power of the Hornbill platform and show you examples of a number of apps that we have developed for our own use that are not even in the app store. We will obviously have a Q&A session where you will get the oppertunity to take advantaged of our transparent and open approach face to face. The day is really targeted at admins and power users of our system because some of the content will be reasonably technical. Spaces will be limited so availability will be on a first come first serve basis, and we may need to change the venue depending on attendance levels. Gerry

Hi @Alex8000 Thanks for the feedback, sorry for the omission, we should have checked that too, the problem is that code is part of our framework for dealing with SSO and as such is shared between all of our web interfaces so we have to change this with caution. We have raised a defect internally and will get that looked at soon. Gerry

So do you get an actual error message? What actually happens to make you think there is a problem? You say you cannot make changes but you said above that you can make adjustments? There are no know issues in this area, I think the best thing to do would be to log a support request, they can help you diagnose the problem easily I would have thought Gerry

The red underline is done by your browsers spell checker, this would have nothing to do with the edibility of the form. From the screen shot the content text looks "greyed out" so that would suggest this form is currently read only. I don't know what leads to that in this particular form, I expect its something to do with your user rights and/or visibility of the record. Gerry

@Ashleigh Foote No problem, glad its sorted. Gerry

@Ashleigh Foote A screen shot would be most helpful here Gerry

@Paul Alexander Hornbill only exists because of our customers, we would be mad not to listen and thats a culture I have tried to create around our cloud offering. Of course we cant do everything and we need to create space to allow us to innovate and drive forwards too, always a difficult thing to balance so, on the odd occasion we also have the somewhat unenviable task of having to say no too, in order to keep us generally on the correct path. I would hope though, on balance the level of innovation and progress we are able to achieve would far outweigh the odd thing that we cant deliver. Thanks for your feedback re our community, its nice to hear. Gerry

@Paul Alexander From a design point of view, the BPM is foundational to our "codeless" customisation model, which would also include coding SQL. On that basis we are never going to expose either coding interface or SQL through the BPM. Instead we would seek to expand existing parameter driven functions or indeed create new ones to meet the requirements. Appreciate this does not contribute to the actual solution but as you mentioned looking for an SQL node I thought I would just jump in a replay the design intent behind BPM. Gerry

Hi Tina, The notification and the Home icon appearing are actually two different things. The "Home Icon Appearing" is the equivalent of the counter appearing on the home icon when the menu was docked to the left of the window. Because the nav is now a popup there needed to be a way for us to show there were new items through a counter. When you view/action a notification that should automatically clear the Home icon counter if the notification was actioned. There is a link at the bottom of the new nav menu called "Discuss this feature" which has a lot more detail and the discussions around this. I am not sure how to reduce the screen noice without creating the possibility of not seeing whats new, we are as always though open to ideas/suggestions. Gerry

All, We are currently working on a date/time and content, I will post an update here on Wednesday Gerry

@DeadMeatGF Steve, we will be looking at this in the next couple of weeks, once the underlying function has been built our UI techs will need to make it usable by mere mortals I will post here once we have something concrete to share. Gerry

Hi @DougA I am not sure I have the depth of knowledge in this area to provide a sensible answer, I will ask someone to chime in and help out Gerry

@David Calder 52 views and no interest Gerry

Hi David, We are currently looking at a session for customers where we will be announcing some interesting and possibly exciting new stuff relating to Hornbill Service Manager and the Hornbill Platform. We are still bottoming out the content but it will not be in the format of our HUG meetings, more of an education day with some real-world live examples. Such a day is long overdue and I am keen to gauge interest and suggested topics, your post is a good starting point for that conversation. So everyone, please weigh in and let us know what content you would like to see featured. Gerry P.S. Good to see you guys have made the switch, welcome and thank you.

HI Chris, Thanks for that, yes its good to keep moving forwards. We have the benefit of our collective customers experience and I would hope we demonstrate our ability to bring all customers the best of what we get to see. Please let us know if there are any more suggestions, we are always happy to accommodate where we can see an oppertunity to improve our service for all customers. Gerry