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  1. Can we raise an enhancement request to have the option to 'Archive' as Workspace, in addition to the current hard 'Delete' option. In other parts of the system we are able to archive/retire entities, but not in Collaboration Workspaces. The idea would be the Archive Workspaces would be excluded form the Global Search and only be visible to the owner. Cheers Martyn
  2. We would like to request any enhancement to BPM Human Task node to be able to use "Data Query" type sources for fields as well as the simple lists, as already present in the Progressive Capture, so the same sources can be used in both at when logging the request and during its lifecycle. Cheers Martyn
  3. Though you can link Assets to external contacts, you can on see these in the Asset Request List or from a Request itself. Can we request an Asset View on the Contact screen just like the options for 'Requests' and 'Services' which are already present. Cheers Martyn
  4. Though you can link Assets to external organisations, you can on see these in the Asset Request List or from a Request itself. Can we request an Asset View on the Organisation screen just the options for 'Contacts' and 'Requests' which are already present. Cheers Martyn
  5. Can we request an enhancement to the Update Request > Service to be able to pass the Catalog ID as an additional option as well as the Catalog Item name. This is because the Catalog Item name will often change but the ID will not. Cheers Martyn
  6. Hi Team We want to force the use of a closure category and whilst that is possible when closing a ticket when its open its not if you close it from the request list. We will be relying on using a mix of both request and close category's so it is essential for us to force this to alleviate human error. Hope this can go on your list. Thanks
  7. Can we raise an enhancement request to have a setting to control the rendering of HTML Href within emails when emails are used to log or applied to Service Manager Requests. The setting is to determine what element of the Href is rendered into the text used as part of the timeline updated, i.e. the 'link text' or the 'url' value. At the moment the email rendering to textual timeline inserts the whole 'url' and not the human intended 'link text'. With the introduction of new security features in Office 365 in the form of Safe Links in Microsoft Defender for Office 365, embedded 'url' for Href in emails are encoded in a very long url which redirect all links to via the Microsoft's Safe Links dynamic checking facility rather then the original source url. https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/atp-safe-links?view=o365-worldwide#:~:text=Safe Links scanning is enabled,Block the following URLs" list. As these links are very long and also do not represent the original embedded link in a human readable form, we would like the setting to be added so the Href 'link text' is inserted into the textual timeline and not the 'url'' content. Without these setting the timeline entry become blotted and unreadable very quickly. Cheers Martyn
  8. Hello all, We use the Hornbill SQL User Import utility version v2.2.6 to create our Hornbill User accounts. When a user has left, the account is set to archived, but it retains the security roles and retains user account type. We have confirmed that the account we are using has the User Import role, which allows managing, creating and updating of users. We would anticipate that when the user account is set to archived the account would revert to basic and user roles stripped as an update. But the user import utility is not doing this. Are we missing something, or is this by design? If it is by design, would it be possible to request this as an enhancement? Many Thanks Adam
  9. As discussed on the Supplier Manager Webinar, it is possible to trigger the start and stop of a Event linked to a Supplier, from the workflow in Service Manager, there will be occasions when within a single event the timer being run against the supplier will need to be paused. Starting and Stopping multiple events for a single 'service incident' would not give a true reflection of the service level being provided. For example, depending on the service involved there may be a period of time the responsibility returns to us the consumer of the service where the time would not run. i.e. arrange remote access, scheduling engineer visit/downtime, dispatching unit to the supplier etc Therefore can I raise an enhancement request to add the ability to 'Pause' and 'OnHold Until' the Supplier Event Timer in the BPM. Cheers Martyn
  10. Following the addition of being able to publish documents linked to services on the portals, which is a big step forward in us being able to regain the ability to publish a knowledge base on the portals, can we request some enhancements to make it more manageable and easier to use for the consumer, especially when a large volume of documents are linked. Documents to be grouped under the source Library, and initial display is Library headings, with the option to expand to list documents in said Library. Ability to control the order of the Libraries and the documents in the Service setup screen. Just to give you an example of the volume and structure we are trying to make usable in the Service Manager, please see below. At the moment the only way to change the order is to unlink the documents and then link them again in the order you want, but there is no grouping, so will just be one long list. Cheers Martyn
  11. I'd like to propose a new setting to allow analysts to delete an email from the inbox (for instance) but NOT to be able to delete it permanently from the Deleted Items folder. Please see more details here:
  12. How do you add a hyperlink to a snippet with different "Text to display"? We've tried various ways, including <a href="https://community.hornbill.com">Forums - Hornbill Community Forums</a> but every time it displays the URL in full rather than the hyperlinked text, so shows when the Snippet is used as; <a href="https://community.hornbill.com">Forums - Hornbill Community Forums</a> Rather than Forums - Hornbill Community Forums
  13. No doubt, everyone pastes the hyperlinks to Requests into various other platforms like Outlook, Teams, SharePoint, etc. Hornbill could really help save us all time by investing in creating better hyperlinks that include the Request Summary. At present, if I paste a ticket hyperlink, it looks like this: This is not very useful to people (they would ask, "what change is that?") so I always need to go back to the Request to copy and then paste the summary: "Migrate Location 1 from vrf A to Corp vrf" so we end up with "CH00011180 - Migrate Location 1 from vrf A to Corp vrf". So that's two paste operations every time. But, you know, it would be dead easy for Hornbill to code the app to format the hyperlink result to be like this automatically; and I cannot think of may use cases when that wouldn't. We already kind of have this when we paste a link to the Boards because the Title of the Board is included in the pasted link: The secondary suggestion is to please remove an annoyance. At present, if I have a Notification in my console, when I paste the hyperlink to the Request it gets suffixed with "(1)" and this number increments for every un-dismissed notification I have. Since pasted links are always for others, these should not be reflected in the pasted hyperlink.
  14. When managing Executed Business Processes, I need to get to the Requests to see where they are at but the Ext Reference is not a hyperlink. As a result, I have to highlight the number, copy, change windows, find a Hornbill SM tab, paste and search. But this could all be so much easier if that was a hyperlink to directly open the Request. Minor enhancement but dramatic usability difference to those of us actively using the Executed Process view. Cheers.
  15. The versioning system for BP is very good and such a useful rollback feature: And yet you don't have the same for Progressive Capture Forms. We have save and import and we have validate options but no versioning. As a result, we have to take a manual backup (save definition) before any changes else we have no rollback. Can I request this as added as a feature request?
  16. In order to undertake more complex measures and to be able or retrospectively regenerate them, can we request an enhancement to be able to insert the 'Date Ranging Column' start and end date/time stamps in the 'Query where clause'. For example we want to set a measure that obtains the number of open requests at the end of a period, so we would do a count on requests where the Data Logged is before the end of the period and the date closed is null or after the end of the period. Cheers Martyn
  17. Can we request an enhancement for a BPM operation to be able to return a list of linked requests, with the optional ability to filter by request type, as a comma separated string. In our instances we are wanting to attain a list of linked incidents to pass via iBridge to our development system in JIRA. It would also be useful to be able to do the same to get the list of organisations for said linked requests. Cheers Martyn
  18. We run multiple service desk with a large number of different SLA which means when amalgamating performance measures to give his an overall picture we require very complex where clauses. Consequently we are hitting the UI limit of entering more the 1024 characters in the 'Query where clause' field. Can this be extended to accommodate more complex criteria. Cheers Martyn
  19. Hi All, Not sure if this has been raised previously - currently there are 3 options on the Service Availability function in Hornbill which is great. However, there does not appear to be any option to schedule a planned impact. The scenario we are looking to address would be for Planned Changes on a system which of course would impact its availability, so if a have a Change agreed at CAB we could also ensure availability data is kept up to date and accurate. Would it be possible to have a scheduler installed here at all, so we could for example set our out of hours changes to auto appear / auto remove for these types of availability impacts? (Not sure if this has already been asked for previously but couldn't see anything obvious when searching here) Many thanks
  20. We have a number of different progressive captures which ask very specific questions along with appropriate logic linked to them, which will not necessarily a one to one direct match directly summary and description. At the moment we have to implement logic in the the BPM which branches based on the progressive capture used to then formulate and build the the summary and description (as well as other fields and custom fields) based on the progressive capture responses. This makes the BPM quiet complex when attempting to use a generic/smaller number of BPM's. Can we raise an enhancement request to have amalgamation node, a bit akin to the BPM 'Update Request' node which can be run at the end of the Progressive Capture to populate the necessary fields in the new request. The added advantage is that if for some reason the BPM fails to trigger the main standard fields are populated. Cheers Martyn
  21. Afternoon All There is no easy way to filter the my activities list if you want to see all activities related to a specific Related Entity type.It would be really helpful to have the same advanced filter options that are available on the normal my requests list, where you can add conditions. Kind Regards Ann
  22. Hello all, We're always trying to look at different ways on how we can improve the self service, that our customers use when using the employee portal. Whether that's better description of catalogue items, FAQ items etc. We currently have a customer feedback survey, but that's largely targeting what was their experience like with IT and how quickly we resolved their issue etc. What we would like to do is have some sort of ability that when a customer logs a ticket via the employee portal, that some sort of very brief survey could be taken, where we ask did the customer find what they were looking for? How easy was it to find the request etc? I can't see anyway of obviously enabling this or configuring this with current tools. But it would be something, that would benefit us, and also potentially benefit all Hornbill customers, of which we can improve the customer experience when using the employee portal. Any feedback regarding the above, to whether it's possible, or whether it's possible to request this as enhancement will be welcome. Many Thanks. Adam
  23. When users have a large number of Assets they use or are shared with them, the current 'Link Asset' screen can become somewhat cumbersome to locate the correct asset, whilst the the current Search option does not help given that it's scope is all assets. Can we request an enhancement to add in a Filter option on both the 'Used By' and 'Shared with' options, to make it easier to locate the assets linked to the current customer. Especially useful would be able to filter by state and operational state, so archived/retired assets can be excluded. It would also be useful to be able to have some control on the display order with sorting options, as not sure what order is currently applied by default. Cheers Martyn
  24. Hello, We are using custom fields more and more in our Progressive Captures and Business Processes, and have even used them on the View Details Forms. We are now very limited with the custom fields that we can use and was wondering if more custom fields could be created please? They are very useful for reporting and storing information in the Business Processes. Many thanks, Alisha
  25. @Steve G @Victor Can we request an enhancement to the Hornbill Clean Utility to allow the cleaning of external Organisation and Contacts objects by specifying criteria organisation and contact id's, as well as criteria as you can for Assets currently. This is so we remove records created when testing the migration of organisation and contacts into our instance. Cheers Martyn
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