AlexTumber

@Gareth Cantrell this has been changed and will be in the next supplier manager update Alex

@George Warren thanks for your reply. Sorry I'm still unclear whether this is a report you need or whether it can be provided from existing timesheet manager functionality. You say you want to be able to report time spent by each one of your teams but then you also say all of your users are only part of a single team? If I had to guess I'd say that you probably need a custom report as it sounds like you want to be reporting against the request customers rather than the internal support teams themselves. If it is the internal support teams, Timesheet Manager offers the following view (configured via visibility in the admin area) where you can see total time spent by each support team Alex

@Martyn Houghton this is something that we are still working on as unfortunately we had to pull it due to issues found in testing the first time around. The release note should have been removed but managed to slip through the net. The change is currently scheduled to be released as part of an application update the week beginning the 20th of November. I will reply to this thread with any updates. Alex

@George Warren thanks for your post. I'm not sure I understand fully... A user can be a member of multiple teams. In terms of what you want to see here - are you looking for a generic report that is something like time logged by team per day/week etc? Alex

@Estie thanks for your post. The functionality you are referring to (Make this my default view) refers to the Hornbill application as a whole. For example if you wanted your home page to be the news feed, the supplier catalog, or the request list etc. To make a specific request list view the default view that you see on the request list you need to use this option. Alex

@Martyn Houghton thanks for your post. Yes this is something that should be simple to add. I will pass this onto our development team. Alex

@Martyn Houghton thanks for your post. I'll feed this back to our development team. I agree, it makes no sense here for the results to be ordered by service first. Alex

@Sam P thanks for your post. Yes I can confirm this is something that is in active development. I would expect to see it make it into the product sometime in the next 4-6 weeks. Alex

@will.good thanks for your post. Yes we are currently looking to add ai assist to the resolution action in particular. That feature will be added in the coming weeks. We are looking at all possible integration points and email and live chat are very much part of our thoughts so I'd say watch this space. As a side note you'll be pleased to hear a live chat update is coming soon that includes the use of snippets Alex

@Sam P thanks for you post. I will ask our development team to see what's possible here. Alex

Hi @Kevin Upshaw, Forgive the pun but scheduled requests are now scheduled to go out with next week's service manager update. We had an issue with 2949 and in particular the new custom fields in testing which pushed us back a couple more weeks. I know everyone is keen to get their hands on this feature asap and I'd like to thank everyone for their patience. Alex

@Jim thanks for your post. Originally when we were developing the new custom fields, we saw issues in performance testing on the request list and views/filters. This is why the new custom fields were delayed in their release by several weeks. We took the approach that it was better to get the custom fields out to customers but restrict their use on the request list until we were happy with the performance. As @Steve Giller says, there aren't any current plans to add them back in, but that could easily change if there is demand for them and if a performance solution can be found. Alex

@Alisha thanks for your post. Email Template Grouping works in 2 parts. The first part is defining the groups/categorisations in the admin area (as per your screenshot). This functionality is currently available. The second part is selecting a template, based on grouping, when composing an email from a request. This part is currently work in progress and will be delivered in a Service Manager update over the coming weeks. Alex

Thanks for all the feedback so far everyone. I've forwarded the relevant Service Manager related issues to our development team. Alex

@Sam P thanks for your post. It's difficult to tell from just a screenshot but I would hazard a guess that this is a data issue. Can I ask if all of your project tasks have start and end dates? Alex

@Sam P thanks for your post. I've passed this onto our development and product teams to see what can be done here to improve usability. Alex

@Sam P thanks for your post. Yes this is something that we can apply as an application setting so your choice is remembered. I will pass this onto our product and development teams. Alex

@samwoo thanks for your post. I can see why you'd want to do this but if I'm honest I'm not sure this would be the best approach. Any variable references would need to be manually updated and may or may not be available in the Releases entity (depending on what they are). When composing an email from a request, that template dropdown list also only currently shows templates for the Requests entity so moving the template to a different entity would effectively make it disappear from the list. Next week, we start work on a change to take advantage of the new ability to categorise email templates in the admin area. What this means is that when we release our new feature in a Service Manager update, you'll have a much cleaner and simpler template selection process when composing a new email from a request. My advice would be to wait for this change to be released, rather than moving templates between entities. Alex

@Blowerl thanks for your post. We are aware of an intermittent problem in this area and are working to resolve it. Out of interest, is it something that you've personally noticed over the last couple of days or something that multiple members of your team have noticed? Alex

Hi Everyone, Unfortunately we've had to postpone the release of this feature due to yet more issues found in testing, and in part to other issues which have delayed the next Service Manager build by 2 weeks now. As it currently stands, the next Service Manager update will be early next week, to be followed the week after by an update that will contain scheduled requests. I will post back here as and when there is any new information. Alex

@Frank Reay thanks for your post. Supplier Contract Sub Statuses should be configured in the admin area against a main supplier contract status. Alex

@Giuseppe Iannacone @Martyn Houghton thanks for your posts. The change here was to the ordering of some internal code which is unrelated to any open issue we currently have with our SLA engine in order to gain additional performance. My apologies for any inconvenience this release note may have caused. Alex

@Giuseppe Iannacone thanks for your post. Please see below for the wiki documentation for Teams Power Virtual Agent (chatbot) https://wiki.hornbill.com/index.php?title=Teams_Power_Virtual_Agent Alex

@will.good thanks for your post. Document Manager is not designed/intended to be used as a knowledge base, so capturing things like view count/history etc is not something that is available, nor something that is currently on, or ever likely to be on our roadmap. I believe what you are after here is knowledge article functionality. Phase one of our new knowledge base functionality will be released in a Service Manager update in the coming weeks and includes these sorts of features that you are looking for. Alex

@Frank Reay thanks for your suggestion. At the moment we just have a table list of scheduled request templates but I'm guessing you're looking for an over arching calendar view of all scheduled requests? As I said in my post, there are additions and enhancements that we have planned for scheduled requests and email routing rule templates over the coming weeks so there is no reason why we can't look at the addition of some sort of calendar view. Alex