nasimg
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Enhancement Requests
Posts posted by nasimg
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Ok - thought this one was ok but although you can see the requests in the "My Request" widget, if you try an open one (with a retired service) you get "You do not have permission to view the request". Confirmed by changing the status from Retired to Catalogue and the request was then ok to open.
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Not sure what has changed but I can now see the requests for retired services (which I couldn't before).
Has anyone else tried?
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Welcome to Hornbill
Sorry I'm not a SQL expert, but I have attached a report I use to get the Services with Catalogue item - it might help you find the tables etc you are looking for.
Upload this definition via Admin.
Nasim
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I don't think its possible but +1 to add to to Multiple Actions
Nasim
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Not sure how to get around the document issue hopefully @Alberto M tips helps, but I have come across the tasks error(annoying).
1) Make yourself manager of the users
2) Go to My Activities.
3) Select the User (with the outstanding tasks) and locate them (to complete/reassign).
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Thanks @Martyn Houghton I couldn't find this when I searched - seems bizarre that nobody else had come across this issue.
Nasim
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+1
Although I can't see why Retire doesn't allow visibility of the old requests - this should not require an enhancement.
An essential function for a retired service
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We have gone live with the Employee Portal and took the opportunity to redesign the Services (removed old ones and added new ones).
If I retire the old Services then the requests associated with this are no longer visible by the customer (in the portal).
Is this correct? I would have expected the older requests to always be visible.
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Hi @Berto2002
We also use Edge but haven't seen this issue - not sure if its related to the version.
Could you get the two users to try Chrome or a different browser as a workaround.
Nasim
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I'm bumping this one again - surprised that this role/setting doesn't exist already.
Surely we want to allow customers to resolve their requests via the portal, this would reduce the ticket numbers (a good thing).
Nasim
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Is there a role/ option to allow customer to resolve their own requests via the portal. Currently they have to ask the owner of the request to do this.
I've seen "Self Service Request Cancel User" role but don't want to cancel, prefer to resolve (in case you want to look at your past request). Also this role doesn't appear to work on Incidents
Regards
Nasim
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Can we remove the old "Boards" icon, or will it get removed at some point - its a bit confusing to see both.
Nasim
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The Change Freeze question has come again - has there been any movement of better displaying the Change Freeze dates to analysts?
Nasim
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Excellent news - but which option (move the box 1cm right or add Esc button to cancel)?
Would you update us in this post when its live, so I know to enable the option again.
Many Thanks
Nasim
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I was wondering if there had been any development in this area as we going live with the Employee Portal this week and have FAQ content that would be useful to display.
Currently I will disable the "results" as feedback we received was it confused some staff, is there a way shift the box so any fields below are visible (even 1 cm to the right would probably work) or some text to cancel the help (I know pressing Esc stops it but good to show it).
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Where do we disable this link? Or do I need to configure it via the pagemanager?
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Is there a way to find out which teams are being used in BPMS.
I need to retire some teams but finding difficult to see where they used.
Nasim
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We have the common substatus setup, but it would be impossible to cover all options - hence the snippet would be useful.
We don't have a dedicated Hornbill Admin, so giving the analysts more options to do the work themselves makes sense
Nasim
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Had more requests for this one - Outlook calendar integration (eg. service desk call requires an appointment to be made with the customer, useful to be able to created an outlook calendar item from within in the request). Something like the call back schedule option, but rather than creating an activity it would add something to your calendar.
Also useful to be able to share out the Change Calendar so non-hornbill users can access it.
Nasim
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Snippet development has been very welcomed but we always want more....
Can we also add to where the on-hold reasons are entered.
I would like snippets available where ever text can be enter :-)
Nasim
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I thought this was something team members enabled if they wanted it
a. Please go to your analyst profile settings (top right of Service Manager).
b. Click on the Cog Wheel - then select "Notifications" and find Service Manager App options at the
bottom of the page.
c. Enable email in the second row, which is the email option for Assignment (Team Notification)-
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Additional Service Portfolio Status - Archived to current Draft, Published & Retired
in Service Manager
Posted
Hi @samwoo
Hornbill have acknowledged it as a defect so hopefully watch this space.
Nasim