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Everything posted by dwalby

  1. @TomW - I'm fairly certain the only way to do this is to utilise the timesheet plugin as highlighted below - one of the Hornbill devs should be able to confirm though. You can enable this within the request config section of the Service Portfolio
  2. @TrevorHarris @Daniel Dekel - Hi both, have there been any further developments on the features mentioned here?
  3. Hi @Steve Giller - different procaps for each change - I'll give it a try on the ProCap and let you know. Thanks!
  4. Hi all, Is it possible to update the built-in Change Request fields (e.g. h_implementation_plan) during BPM? I'm trying to put together catalog items for common Change Requests (e.g. Windows Updates) that always have the same implementation plan. I'd therefore like to create a BPM that has pre-populated implementation plans, justification, etc. but I can't see how to do this? It can be done during progress capture:
  5. @Steven Boardman has there been any further progress on this please? This is one of the main blockers for us moving purely to self-service for all customer requests and discontinuing email.
  6. Interested in this also. We have an extensive range of Known Error records and FAQs but I do not think these are being fully utilised due tot he fact they're only presented to the analyst during progress capture, not after the incident/request has been logged. Could we have an update on Knowledge Centre development in general please?
  7. Hi all, Is it possible to schedule Service Requests (or any request types) and have them reoccur? We need to perform an audit action twice a year with specific checks which I'd like to capture within a BPM/workflow with associated tasks. I'm aware this can be done with tasks/activities but can't see anywhere it can be done for requests? Thanks in advance
  8. Hi all, Is it possible an integration with Pivitol Tracker could be implemented? https://www.pivotaltracker.com/integrations Our Business Intelligence team uses this tool and would like Service Requests to drop into their 'backlog' automatically. Thanks in advance
  9. Hi all, Is it possible to change the text that is displayed in the search box on the Service portal? Thanks in advance
  10. Hi all, Is it possible to add change requests to the change calendar during progress capture? Currently our BPM required the requester to populate the proposed start/end date, but this is not shown on the change calendar. It would be useful for us if all changes appeared on the change calendar, with an unauthorised status as soon as a change is submitted. Thanks in advance
  11. @Deen sorry to chase, do you have any further pointers on what might be causing this issue?
  12. Hi all, I'm beginning to build a knowledgebase using Document Manager and have begun tagging documents, ordering, categorising, etc. My vision is that when an analyst is working on a request, they can search for the knowledge they need directly within the request via the Link Document action. The issue I've found with this however is that the search is limited to Title/Description only. If you use the global search facility and select Document however it defaults to searching by tag. Is it possible to add the ability to search by tag when using the Link Document action? Thanks in advance
  13. Thanks @Steve Giller - looks like you're right, the requests are in a closed state when the customer has attempted to respond. Does autoresponder use a template to inform the customer that the request is closed if they attempt to e-mail in? If so, what is the template called?
  14. Hi all, I've just taken a look in the 'Failed' folder within my instance of Hornbill and found a number of customer updates which have not been applied to the requests, as below (I've removed the sender for security) : This appears to match the rule as below, so not sure why this is failing - I've also checked the recommended settings here: https://wiki.hornbill.com/index.php/Email_Routing_Rules Any help on this would be appreciated Thanks in advance
  15. @Steven Boardman I think this subject was discussed at Insights 19 as an upcoming feature - is there a timescale on when it'll be available, or a setting to enable it?
  16. @Steven Boardman @Victor @Gerry - Firstly, thanks for your time at Insights 19. Sorry for shamefully tagging you all but wasn't sure who'd be best placed to answer this. I noticed at Insights that Teamviewer now has a native iBridge option within Hornbill. Have there been any further developments on how to instigate a TeamViewer session from within a request? In theory could a custom button be added to assets to initiate the teamviewer session, as long as the teamviewer hostname matches a field from the asset?
  17. Hi all, Just wondered where to find the setting that was mentioned at Insights 19 which provides the ability to send a customer an e-mail when an analyst uses the Update Action within a request? Also what email template is used in this instance? I think @Martyn Houghton was also interest in this... Thanks in advance?
  18. Happy to be a beta tester for this also... might actually give us the needed kick to get a load of Powershells scripted!
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