dwalby

Thanks @Daniel Dekel - Aside from viewing this in the customers profile, is there a way this can be displayed in the request details as a clickable link? Also, is there a way to automatically populate this field with an LDAP import? Are there any plans to further integrate Skype for Business, with availability status for example?

@Gerry has there been any further development on the Skype for Business Integration?

@Victor thanks

@Daniel Dekel Sorry to chase, are there any timescales for this?

I thought dashboards were only available to 'Full' users?

@Steven Boardman - One of our departments need to be able to view and extract information from a 'live' version of all data breach incidents reported within their department to report to a governing 3rd party. In this scenario, those viewing the report are not necessarily a manager of ALL of the staff within the department reporting data breach incidents, so the 'View my teams requests' section of the portal isn't sufficient. I've therefore created this report, with a 15 minute refresh schedule and published to the Documents section of the portal. Any suggestions on how else to approach this would be greatly appreciated. I've unfollowed the timeline as suggested for the meantime.

@James Ainsworth I had a feeling that may be the case. Only reason I asked is because I'd recently seen a e-mail template generated from ZenDesk (iirc) that contained a timeline of the request updates. Just wondered if there was anything equivalent within Hornbill.

Hi all, I have 3 x 1st line analysts who each have a designated 'Inbound duty' 2.5 hour shift per day. During their shift they're responsible for managing the 'inbound' workload, so new e-mail, phone calls, walk-ups, etc. I'm currently reviewing the way that they work as we seemingly have an increasing number of un-handled e-mails and self-service requests on a daily basis that are being left. How do you manage your analysts to ensure that they are handling the 'inbound' workload effectively? Thanks in advance

Thanks @Victor

Hi all, Recently a red exclamation mark has appeared next to the 'Sent Items' folder when viewing the mailbox within Hornbill, see below. The delivery status on each e-mail appears to indicate (in green) that the e-mail has been delviered successfully, so I'm not sure what this warning is for? Thanks in advance

@Victor I've created this report as a workaround to the inability for users to view requests within their department. As you're probably aware, currently only managers can view the requests of their reportees.

Hi all, Is it possible to turn off Hornbill notifications for scheduled reports? Currently I'm getting flooded with notifications for a report that updates on a schedule every 15 minutes. I've turned off all Document related notifications within my profile settings but it doesn't seem to have made any difference. Thanks in advance

Hi all, Is it possible to show a copy of a request timeline within an e-mail template? Thanks in advance

Hi @James Ainsworth, thanks for this. It seems the capability to rename column headings is not available in the SQL Schema Designer report type. I've re-created the report using Entity however and can now rename columns.

Hi all, Is it possible to show the column display names, rather than the column database names in reports? Further to this, is it possible to show the Custom Field names? Rather than Custom A, Custom B, Custom C, etc.? Our users log GDPR data breaches via the Hornbill self-service portal, the questions answered in the progress capture are then mapped to Custom Fields within the request form. We then need to produce a report for GDPR purposes that shows the information set against those Custom Fields, however when producing this through Hornbill it appears as below: Because of this we're having to copy/paste the data from the report into an Excel sheet with the correct headings. Any help on this would be appreciated

Hi all, I have a colleague who is currently in the process of identifying a tool for Agile/Scrum activity and has (so far) started looking at both Trello and Hornbill Board Manager. Does anyone else use the tool in this way? What are your thoughts/feedback? My preference is to use Hornbill in order to benefit from the integration with requests, projects, etc. Thanks in advance

Thanks @James Ainsworth - yes something like that would be great. As a usage scenario/example, when we raise an incident for a faulty mobile, a Human Task asks the analyst whether a replacement mobile is required it'd be useful to have the ability to simply click 'Yes' or 'No' in the request view.

Hi all, Currently, when handling tasks within requests you need to open the task, select 'Complete' then select the appropriate task button/option to complete the task. (You can skip straight to the task buttons by clicking the tick when hovering over a task). In order to reduce the number of clicks required and improve efficiency it'd be a useful feature to be able to present the buttons/options on the task within the activities section whilst in the request view. That way an appropriate option could be selected without the need to open the task. I think this could only apply to tasks that do not require a reason though. Is this a possible feature? Does anyone else see a benefit from this? Thanks in advance

The task that gets assigned to the Change Manager is to assess the change, so he's required to select; Normal, Standard or Emergency Turning on the app.experimental.advancedRequestTaskCompleter setting appeared to allow any user to assess the change We're not using an authorisation task for this because from what I understand you can only have 2 options in an authorisation task (we need 3 as above). I may be wrong though...

Yes, an additional 2 certificate keys appeared and saved changed. I also tried deleting all certificate keys, reimporting the SAML XML and saving, didn't seem to do anything.

Hi all, Is there a variable to add the 'Workaround' of a Known Error/Problem to an e-mail template? Thanks in advance

Update on this... re-creating the profile fixed this for us also. Not sure why importing the XML into the existing profile didn't work though

@Victor I'm having the same issue this morning - I've tried importing the SAML metadata via both URL and XML but still doesn't appear to be working. Any other suggestions? Any assistance would be greatly appreciated. What I also don't quite understand is why our other services that rely on the ADFS certificate haven't stopped working yet...

Hi all, Before I spend hours potentially reinventing the wheel, does anyone have a monthly overview/summary report showing some of the below in one report that they can share? No. Incidents Logged No. P1/P2 Incidents Logged No. Incidents Resolved No. Service Requests Logged No. Service Requests Resolved % Within SLA (Inc & SR) No. Changes Logged No. Changes Closed No. Problems Logged No. Problems Resolved Thanks in advance

I'm the Service Desk Lead & Problem Manager within my organisation and was given the task of implementing Hornbill back in November. Unfortunately the implementation of Hornbill never made it onto our operational plans and therefore was not properly resourced and project managed - it was something I was pushing for but received little backing due to other 'higher-priority' projects at the time. This essentially left me in a similar position to you @Josh Bridgens - whereby my responsibilities of managing a team, major incidents, etc. etc. did not allow the time needed to implement Hornbill during working hours. I attended all of the initial switch-on sessions, then performed configuration out of hours (lots of hours ) but ultimately it has brought massive benefits to the IT department and changed the way we work. Now that Hornbill has been implemented and the benefits have been realised however it has the focus and 'buy-in' from senior management. We now have a 'Phase 2' development plan for Hornbill which IS being properly project and resource managed. Other areas of the business are also looking to utilise the Hornbill platform. To echo what @Dan Munns has said, configuring and maintaining Hornbill as an administrator could work as a real benefit to you and in terms of enhancing your career. If the time really does not allow during working hours and you're willing to do so, bite the bullet it may well pay off in the long run.