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BobbyB

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Posts posted by BobbyB

    File / Image Manager in Hornbill

    in Service Manager

    Posted

    @Gerry

    Thanks for the reply.  I'm not sure about the 'making it unsuitable for managing embedded images in emails.'  I'm not trying to put images into emails but want to put 1 image onto my new employee portal.  I currently have links to My Documents that contain user guides for customers to view (until a decent FAQ widget becomes available) so this 1 image can be set to the Basic role for all customers just like the guides we've created which would make it visible on the portal to all our customers.

    File / Image Manager in Hornbill

    in Service Manager

    Posted

    Hello, a really easy way around file storage (small files) would be an enhancement that allows images to be added to the My Document sections as images and not inserted into 'documents'.

    Our current issue of not having an https area to link images is preventing us from using the new employee portal.  At present we cannot go live until a solution can be found for this.  Our IT believe that file storage for a 150kb logo should be done by Hornbill and shouldn't be a solution that the local IT have to provide.

    So either having images (as images) within My Documents or a small storage area within Hornbill seems to be the only way we can move forward and actually use the new employee portal.  Security issues prevent us from using external file hosting sites.

    @Gerry

    @Alisha

    @Samrai

     

    File / Image Manager in Hornbill

    in Service Manager

    Posted

    @samwoo @Gerry @Alisha

    Hello, we are having a similar problem with trying to launch our new employee portal.  We do not have anything internally with an https location for us to put images onto.  Thus we cannot add any images at all to our new employee portal, so we run the risk of 'launching' a new employee portal that actually looks less professional than our current portal which has a nice banner across the top etc...

    It would be ideal for us to have a location within the Hornbill cloud, whether just a simple folder somewhere or the ability to add images to My Documents, where we could then link these images to our new portal.

    Anything here would help us greatly...  we are running out of ideas now...

     

    Thanks,

    Bobby

    Toggle on/off visibility of Service Domains

    in Employee Portal

    Posted

    Hi @Daniel Dekel, @Tina.Lapere, @Alisha so we have a lot of Services that all employees can access and we have a few that are restricted.  On the old portal we used to use Services to show these menu items which worked as those customers who weren't subscribed to a service wouldn't see that option on their menu.  But with the new employee portal we don't want to use services from the main menu as the sub menu pages are hornbill created and we can't edit them or change their appearance.  So we're trying to find a way to restrict using Links on the main menu.  Without the option of anything to put permissions/restrictions on the links I'm trying to set it up so that only the restricted options would appear on the main shortcuts at the top.

    So for us, it's about finding a way to restrict links for the customers.

    • Like 2

    Toggle on/off visibility of Service Domains

    in Employee Portal

    Posted

    @Daniel Dekel, @Alisha what we're trying to do is remove the 'shortcuts' from the top so that the customers only use the main links that we setup on the page.  This way we can have only those shortcuts that have limited access appear on the top as we can't add any restrictions to links on the employee portal.

    So instead of having all these shortcuts appear at the top:

       

    image.thumb.png.23bc1ecff631a8108d05882972df78d1.png

    We would just have a few that are restricted within our Service Portfolio...  So our main 'everyone' type items would be listed on the page as links but those areas that are restricted would be available on the top as shortcuts.

    Or are there any plans to put some type of restrictions on links?

    Hope this makes sense, thanks,

    Bobby

    Table Join - Timesheet Categories with Requests

    in Reporting

    Posted

    Hello, I need to pull off Timesheet entries but need to view details of any linked requests.  When I tried to Join Requests with Timesheet Categories I didn't see any related fields to join.  My current Timesheet report has Timesheet Categories joined with Timesheet Values but I also need info from the Requests table.  Is there anyway to do this?

     

    Many thanks,

    Bobby

    @Alisha

    Closing/Ending a Supplier Event

    in Supplier Manager

    Posted

    Good morning @Ann @Alisha @Conor

    I’ve done a couple of tests this morning using a normal P3 incident and then linked this to the Hornbill Service Manager supplier.  Here’s my results:

    Linking the supplier module was straight forward, and the event started without any issues.
    Putting the test call ‘On-Hold’ completed the Supplier Event.
    Not putting the call ‘On-Hold’ but then Resolving the call did NOT stop the Supplier Event and it’s currently still running on the test call which is Resolved.

    In order for the Supplier Event to work with our processes (standard ITIL), we need the functionality to:

    1.    Pause the Supplier Event when the linked call is placed On-Hold and then restart when the linked call is then back to an Open state.
    2.    Complete the Supplier Event when the linked call is Resolved.

     

    Thanks,

    Bobby

    Closing/Ending a Supplier Event

    in Supplier Manager

    Posted

    Conor, thanks for the update.  Alisha and I are currently trying to get this to work with our new Incident Process but we're finding that even on a standard priority 3 type of Incident, as soon as you put the call On-Hold, it stops the supplier activity as completed.  Can the On-Hold, Off-Hold sub-statuses be linked to the supplier module so that if we need to put the call on-hold, it then pauses the supplier clock and then have the module stopping when the call is resolved?

    @Ann @Alisha @Conor

     

    Thanks,

    Bobby

    Grouping roles?

    in System Administration

    Posted

    On 10/9/2020 at 8:21 PM, James Ainsworth said:

    Hi Alisha,

    I also wanted to mention that it is possible that the ability to use Templates when creating users could be available as soon as the end of next week.

    Regards,

    James

    Any update if this is going to be available soon?  This is a very significant upgrade that will really make our role management much more efficient.

    Thanks,

    Bobby

    Customer Chases

    in Service Manager

    Posted

    Just a general question for everyone.

    We currently track all of our analysts logged calls, this is a KPI and forms part of their performance reviews.

    To ensure that I can account for all of their logged calls, I also need to account for all customer chases.  We do seem to get a log of customers calling back, asking for updates or wanting their issue fixed quicker.

    The best way for this to happen would be for the customers to check their requests on the portal but this practice could take some time to bring into reality.  It would require a complete change in our customers IT working habbits.

    So I'd like to ask everyone out there, do you log and track customer chases and if so, how do you report on these?

    Many thanks,
    Bobby

     

    More Variables for Email Snippets

    in Service Manager

    Posted

    @Steve Giller, snippets can be used for specific faults and/or requests which can save time and accuracy when emailing to external companies or even internal departments, ensuring the same response is sent by multiple staff.  For straightforward email requirements we use the email templates, which work very well but not all conditions can be setup for automation and the snippets fill this gap.  We use a variety of snippets for different fault/request types and as they are correctly titled aren't used incorrectly.  If the snippets had a the same variable set as the email templates they could provide a more useful function within the Service Manager toolkit. 

    Thanks,

    Bobby

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