[Change Out of Office colour]

Currently, when you select a status of Out of Office, this is shown as Green, similar to when you are available.

Can this be changed to show in Red (same as when you are on DnD or In Training)?  Thanks.

[Service Portal - colour change on update]

+ 1 

[Lock Record when being updated]

 

@Ehsan @James Ainsworth Our users are still losing unsaved work so I wonder if the this could be explored further and a prompt displayed prior to the current page being closed and.or a new page loaded.  Another example case provided to us had the below scenario:
 

It was noticed by 1st tier from the site's response to their chasing email that Robin had put support call IDXIN00272038 on hold without sending an email and this has happened sometimes for me as well.
One of the possible reasons for this (which for a couple of my support calls, I am certain has been the cause) is where you prepare an email but forget the final Send (or get distracted and when you come back to the support call you think you have sent it) and then you set the call On-hold, closing the tab with the support call (or open the Request List in the same tab or if at the end of the day you close the browser).
Jira recognises that a Comment that you have started has not been saved if you close the tab or browser and you get a message asking whether you definitely want to come off the page as this would be lost (this has helped me a few times when getting distracted whilst doing a Jira Comment).
So can we ask Hornbill if they can do similar for Emails?

[Can we make Closed Status more prominent]

@James Ainsworth - Yes, please add us as supporting this change.  Thank you.

[Can we make Closed Status more prominent]

Quite often, customers will continue to email us on requests which have been Resolved and closed.  We still record the correspondence on the original request (for audit purposes) and will then raise a linked request for the follow up enquiry.

However, sometimes the analyst applying the email request do not notice that the status of the request is Closed.  Currently, it shows as Black Bold but can this be made obvious, either with an additional Pop Up message and/or Red Bold larger text please?

[Move attachment list when you Create new Request]

Using a customer email which contains an attachment, we will create a new request.  We step through the progressive capture and on the final screen, it will show which attachments are to be applied to the request (See image below).  The attachment(s) may also include additional logos (Twitter, Facebook, etc) but as these are presented to the user towards the bottom of the page, sometimes it can be missed and get added to the Request.
 

Users have asked if the attachments could be shown in the vacant space immediately under the [FINISH] Button (middle left part of the form) as this will be more prominent?
 

[All Users appear to have been marked Not At Work on the system?]

@EhsanMany thanks for letting me know and we appreciate you applying  the change.  I have let the user base know and asked that they let me know, if they find any issues, following the revision.  

[Customer tickets not showing correctly]

+1

[All Users appear to have been marked Not At Work on the system?]

@Gerry @Ehsan Many thanks for your response and we appreciate your acknowledgement.

We currently do not use 'On Call' so happy for this to be turned OFF

To resolve the Auto Assign issue, we just need the mapping applied so that only a status of "Available", gets requests assigned.    Thank you.

[All Users appear to have been marked Not At Work on the system?]

@Ehsan We currently do not see the User Availability States screen but as Gerry says, it may still be in Beta.  In the meantime, this has caused us unnecessary work and wasted internal resource.  Some of the Internal comments are:

·        The status 'Do Not Disturb' stopped auto allocation prior to the changes applied via the latest build

·        The status 'In a Meeting' and 'Training' should also stop auto allocation and worked previously

·        The  only status that auto assigns, should be "available" all others would have the logic to not assign.

·        It appears that HB are missing the point. The Availability DND used to stop auto assignment.

·        From my testing today, all availabilities are allowing auto assignment (incl. out of the office) except “Not At Work” and this is not how HB worked yesterday

[Email ribbon - made collapsible or otherwise made selectable/de-selectable]

This has been requested by a few users:
Can the email ribbon be made collapsible or otherwise made selectable/de-selectable? I don't think I have ever had cause to use it.
I just find it inconvenient that this ribbon means I have to scroll down quite far to start typing my email.
 

[Shared Mailbox - Raise New Request - initial timeline entry to include To and CC addresses]

@James Ainsworth Can you please advise if this has been considered and if so, any timescales for implementation?  Thank you.

[Email - Apply to Request/Routing Rule Update ticket - Include all To: addresses on timeline post.]

@James Ainsworth Can you please advise if this has been considered and if so, any timescales for implementation?  Thank you.

[Ticket "Last Updated" Issue - Updating without any updates put on]

This has been reported as an issue by all our users also.  
This means that the Request jumps to the top your request list , suggesting it has been updated / but the Row colour does not change to yellow (which is correct)

[Archived Co-workers]

Many thanks @Steven Boardman 
I did not have access to Timesheet Visibility so will check with my Administrator. 

[Archived Co-workers]

Following the release of  New Update: Hornbill Timesheet Manager (148) and the below 2 features:

Visibility of Co-Worker Timesheets.
Visibility of Team Timesheets.

We are seeing Archived Co-workers under the Managers timesheet view.

Is this intentional and/or is there any way it can be removed from View?

[Email - Apply to request Not working following Patch]

Hi @ArmandoDM Do we have a timescale for when this is likely to be fixed, please, as this is causing us operational difficulties. Thanks. 

 

[Update multiple requests from an Email]

Further to release of Hornbill Service Manager (1040), which allowed you to Update multiple Requests from the Request list, it will be useful to have a similar feature where you could update multiple requests from an Email.

We currently raise defects on a Atlassian Jira platform and link affected users/requests to it.  Where we have a number of customers affected by the same defect, it will be highly effective if we had a Multi-Select Action so that all affected requests can be updated, using the 'Apply to Request' option.

I tried various combinations on this field and although the Apply button becomes enabled, we then get an error of [Please provide a request ID]  

[Include Archived customers when searching Contacts]

Hello @Daniel Dekel this relates to the Contacts search from #1, with the results displayed at #2.  If you then click the Archived button at #3. you get a diffrent set of results.

Our RFC was if the Archived contacts were also displayed on the original search but the accounts clearly marked as Archived so we could see at a glance, their current + past accounts plus which emails had been utilised .

[Include Archived customers when searching Contacts]

In line with best practice, we are using our customers email address as their login ID

As you cannot use an email address that is stored in the dB, it will be useful if the Contacts search returned details of the current customer AS WELL AS details of the Archived customer record, so that we can see what emails had been stored previously for this customer.

From the results screen, a tag confirming which is the Archived customer record, will be very useful.

Currently, you have do perform 2 separate search and open them under separate Tabs, to verify this information.

[Marking Services as Historic]

@James Ainsworth @Steven Boardman

 Is this something that could be considered, please?

[Marking Services as Historic]

This is a Request for Change, so that we have the ability to mark a service as Historic where a customer moves to another product.

We have customer who are subscribed to a standard service but then renegotiate their maintenance Contract and go on to a Hosted solution.
Therefore, their Service changes from  XXX to Hosted_XXX

When customer 1st switch over to hosted, they often have open requests, so if we remove those non-hosted services, they won’t be able to view any historic incidents for that service.

If we made the old Service "Historic" customers could still view the current Open Requests but will be unable to log any new requests.

To add to this and to help us to get the New services linked in anticipation of go-live for the customer, it will be useful to have a service in Draft before we publish it, under the Organisation.

 

[Customer Portal - Login fails after timed out - Invalid session]

Good morning @Daniel Dekel @TrevorHarris  Many thanks for the proposed fix and I am most grateful for your update.  We look forward to the release.

[Portal session timeouts]

@Deen Is there an update on this issue please?  The most latest customer complaint I have had is as follows:
Please can the time allowed to be in the portal be extended to enable disturbances to be taken into account when completing requests? It is very frustrating when being timed out just as I finish submitting my request and it doesn’t save what has been input!!

[Customer Portal - Login fails after timed out - Invalid session]

Morning @Daniel Dekel We are getting daily complaints from our customers about this and this is having a negative impact at a time when we are actively promoting the self service.  Do you have an update on this issue please?  Thank you.