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  1. Hi, We have a need to be able schedule changes in the calendar for past days/times which we don't seem to be able to do. We do get instances where some of our changes are retrospective meaning we don't go through the process till after the event. We do require this as a change? regards Gareth Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  2. I have created six services within the catalog. For some of the Services, only an Incident should be logged, but for other services, a Service Request and Change Request are available. However, I don't see a way of disabling certain request types for certain Services - which seems odd. So, in the user app, currently it's possible to log a change request against all Services, even though there is no workflow associated with it. A simple tick box against each request type to enable/disable it would be perfect please. Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  3. Has anything been thought about with regards to custom columns in the request list window. We have a custom field which captures the request location, we would then like to display calls by this field on the request screen.
  4. I would like the ability to assign a board to a group of people other than a team. Reason for this currently a boards can only be assigned to teams however only our management looks at this and I don't want them to be a selectable entity to assign tickets So some separation would be nice Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  5. Hello In a future iteration please can I ask to get a Job type column added to the list of columns available would be useful for filtering
  6. Hello, My colleagues are wondering if there a way to add planned changes directly to the Change Calendar without having to raise a call through Hornbill? If not we welcome any other solutions to go about doing something like this, but can such feature be thought about in future releases? Many thanks, Samuel
  7. At the moment the 'Service Icon' you have to select one of the preset icons, which though they are large number of them it would be good to have the ability to use customise them or even insert a product logo. Therefore can I request two potential requests for change 1. Provide Icon editor to allow the addition or import of customised of icons. 2. The extension of the current icon object to cope with coloured product images and associated import option. Thanks Martyn
  8. The Customer Portal currently does not have any search facilities to locate requests by searching so you have to know what service the incident was logged under and then locate it that way. Is there any plans to provide the same 'Look for' functionality that is in the Support Works Self Service? Given that requests are now stored under services, the search facility would ideally be available on the My Service level as well as within a particular service. Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  9. Hi Is it possible to publish documents from libraries or collections to customers portals? Thanks Chris
  10. Would it be possible to raise a change request to specify default connections in a contact (external), so when you log or change the primary contact on a request the system populates the connections with the contact's default connections? We have a number of external customers where they wish any updates on the requests to be copied into the the other team members at the company when email updates are made on the request. This also applies where say a manager wants to be copied in to any emails to their staff. At the moment we achieve some of this via VPME in Supportworks and using distribution email address rather then the contacts individual email, but the latter means matching contacts in the system mailboxes does not really work. Cheers Martyn
  11. Hi I would like to add a "category" column to the request list. There is no option for this when trying to customise the columns, is there any way of this option being added? Thanks Ben
  12. Hello, what decides what information is presented when searching for an asset to add to a ticket, is there any way of changing what fields come back. For example it shows me the name of an asset which is great however I would either like the asset tag to show instead or along side the other information. Cheers Gareth
  13. Hello I was wondering two things. Is it possible to bring it the email formatting when you raise a new ticket from the mailbox in to the description box rather than everything being stripped? Is there any formatting you can do for example it was noticed when you place * on a new line followed by some text, it does appear to format in the description as a bullet list? If there is please can you let me know what can be done? regards Gareth Forum Admin Edit: The functionality was provided in one of the earlier Core Collaboration builds. This thread is now locked.
  14. We need to flag important users (e.g. customer facing, senior managers) so we can report and see their tickets easily. Has anyone done this - if so a couple of pointers would be appreciated
  15. Hi, I would like to raise a Development Request please. On the main request list, is there a change a 'Last Update By' field can be added? We have Last Updated, but it would be useful to know, at a glance, who has amended the ticket. Attached is an example screenshot. Any questions please come back to me. Thanks, Lee Doc1.pdf
  16. We are new to Service Manager, having been using Supportworks for a number of years. We have noticed its possible to resolve (plus other actions) without the ticket being assigned to you. Is there a way we can stop this, as I want the ticket to have an owner
  17. Hi, Is it possible to make sure that when a call is closed that the Analyst HAS to select the relevant closure category? I know in Supportworks it can be set (because I have set it) but I can't see anything on the Wiki page to indicate it can be done in this system. This will be needed to ensure reporting can be done.
  18. Is it possible to set the above to be OR rather then AND Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  19. When an Analyst completes a task they are asked to complete a Description of what was done/outcome of the task. We would like to include this in an automated email process which immediately follows the task to update the end user and remove the manual task of the analyst having to send a email from the the request, which then uses a fixed template rather than a specific one we could select via the BPM process. Is there anyway of passing the task 'description' field into the email template variables? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Admin Tool builds. This thread is now locked.
  20. The Request Entity includes a number of custom fields, similar to those in Support Works, to be used for site specific uses but still within the main schema/tables. I trying to locate where we would customise the display labels for these, how you populate them via Progressive Capture/Business Process and how you make the visible in the request for the Analyst to use? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  21. At the moment in Service Manager, when sending email from Service Manger the Display Name is taken from the 'Display Name' in the Shared Mailbox settings and is not configurable on a per user basis or at the time of creating the email. In Supportworks we utilise the Default Mail Orign in the 'Client Options and Setting' to determine the Display Name shown on the email when it is sent. For our 1st Tier team, this setting is set to use the Shared Mailbox Display Name, in our case Idox Service Desk. i.e. Idox Service Desk <servicedesk@idoxgroup.com> For our 2nd Tier team, this setting is set to use the user 'Local' account, which results in the Email being sent with the Display Name of the analyst. i.e. Martyn Houghton <servicedesk@idoxgroup.com> All of the emails still come from out shared mailbox address, servicedesk@idoxgroup.com, but the Display Name is different. We introduced this following feedback from our external customers when we first went live with Supportworks, as they thought that all the emails being sent out under a single generic Display Name was rather impersonal and did not allow them to locate emails from specific analyst when we contacted them over the phone to follow up the email. Can I requested the logging of a potential changes To allow the configuration of the Default Mail origin Display Name to be configured on a per user basis to either user the Shared Mailbox Display Name or use the Analyst Name. The ability to set/override this Display Name when generating and email via Service Manager. The ability to set this Display Name when generating an email from BPM. Thanks Martyn
  22. When creating a new request, Service Manager does an auto-complete and turns it into a closable element (see the image), which suggests you should be able to add more than one, in the same way to adding more than one recipient to an e-mail action on a request. Unfortunately when you try this it simply replaces the existing value. Is this not an intended feature? If not is it possible to allow either one Organisation's contact visibility over all requests per Organisation, or another way of granting them visibility on a request-by-request basis? Thanks, Greg
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