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  1. Can the Request Import Tool Error messages when decoding the json configuraiton file, be update to include the line number of the line the error occurs on in the file or some additional part of the text to make it easier to locate the error. Cheers Martyn
  2. Over the years of using the system our organisation structure has grown and changed within Hornbill, with deeper and more complex structures. This has meant that organisation objects created originally where Teams at the time have now become parent departments with child teams. This has become more apparent with the new Admin Tool Organisation view. The current Admin Tool does not allow you to update the Organisation 'Type' field, so we are not able to alter the types of the existing organisation records and make full use of the Organisation view. Can we request to have the ability to update the Organisation Type via the Admin Tool. Cheers Martyn
  3. Can I request an enhancement to add the 'is in' login operation to the Branch custom expressions in Progressive Capture, so that it is easier to include multiple values without an excessive list of OR conditions. For example Cheers Martyn
  4. With the recent hardening of the Databsae Direct admin option, it is no longer possible to update requests in bulk using SQL Update commands. Unlike the other import tool for Contact/Organisations etc, the Request Import Tool only allows for the creation of new requests, not the updating of existing one. Can a Request Update Tool be implemented to allow updating of Request fields including custom fields. In our example we are wanting to retrospectively update the Resolution Categories for the last two quarters of closed requests to match our revised categories to aid with new trend analysis going forward. Cheers Martyn
  5. Hi We would like to explore if an enhancement to request reassignment can apply team based auto assignment rules. Currently we have round robin on requests that are raised to the Service Desk team , but when our Service Desk team triage a call and it need to go to 3rd Line , 3rd line assignment rules dont apply ? Regards Si
  6. We are in the process of setting up a new service desk and services on our instance as part of bringing in another part of the organisation, I am having to spend several hours manually linking and duplicate SLA rules on the each of the services, which as well as being somewhat frustrating can lead to human error. As per our earlier post for the ability to Copy a Service and Copy SLA (links below) we would like to request the ability to copy/import the linked SLA and the rules from one service to another. Cheers Martyn
  7. @Steve G @Victor Could I request a enhancement to the Contact Import Tool, to have the option to have the option to use the h_organisation_id as well as the current company parameter, as the key to match the contact's organisation. The reason for this is that we are trying to do data matching between systems and updating Hornbill with a contact information from other system such as Sales Force. Though company name is unique, it can also be updated/changed, thereby breaking the updating. We would prefer once we have matched the organisation records to use the h_organization_id which does not change. Cheers Martyn
  8. Can we request an enhancement to have some additional service parameters made available in the Progressive Capture Field Flag Conditions, namely. Service Category Service Domain Default Mailbox At the moment we have to do a large number of OR conditions on the individual service id within the Service Category. Cheers Martyn
  9. Can we request an enhancement to the Email Template Variables, to include the default email address derived from the default mailbox specified under the Service. This way we can use the variable to create generic email templates which work based on the services default mailbox, rather than having to either use separate templates or complex ESP conditions. Cheers Martyn
  10. Can we request an enhancement to the Get Request Information > Service Details - Node to include the Default Mailbox field. This is so we can branch in generic workflows based on the services mailbox specified for the parent service. Cheers Martyn
  11. Hello, We love the custom buttons and would like to use them more. However, we have found that the 'Show Button If' criteria is only relevant to what's on the request. For example, we want the button to show for anyone who is part of the IT Service Desk team. When we put the criteria in, it only shows the button if the request is assigned to the IT Service Desk team. Please could we request this as an enhancement, or is there another way to have the buttons appear based on the user who is logged in rather than the information on the request? Many thanks, Alisha
  12. @Steve G Could I request a enhancement to the Organisation Import Tool, to have the option to us the h_organisation_id as the key when using the 'Update' action, rather the the h_organisation_name. The reason for this is that we are trying to do data matching between systems and updating custom fields in Hornbill with a cross references to other system such as Sales Force. Though h_organisaiton_name is unique, it can also be updated/changed, thereby breaking the updating. We would prefer once we have matched the organisation records to use the id which does not change. Cheers Martyn
  13. Can I request an enhancement to the Email options held at a Service level, to enable the automatic inclusion of connections when opening the request 'Email Action'. Connections is a very useful facility, but is let down by the need to manually have to add the connection on to the email action each and every time you use it. This whole relies on the analyst remembering to add the connections, which with human error results in an inconsistent application. We would propose there is an options as below:- Impacted connections - option None, To, CC or BCC. Interested connections - option None, To, CC or BCC By having a setting a the Service level this can be controlled and set due to the particular needs of the the service, rather than a system wide setting. Having the options above give complete flexibility to fit different service desk needs. Cheers Martyn
  14. We are using the functionality of when there are updates to requests they go blue (in our instance) but when you have read and caught up with everything we would like to unread the request and have the ability to turn the color on/off at the analyst choice if that makes sense. So if someone goes through a request and catches up on everything and then decides I need to come back to this later we would like to be able to turn the color back on.
  15. Can I request an enhancement to have a new formal BPM process to switch the security context from the User to the System Context. In our example we have removed the User's permission to 'Close' a request, they only have permission to set it as 'Resolved'. This is because we have a number of post Resolution/Closure operations automated in the BPM. However at the moment we have to use the 'Suspend Await Expiry' with the minimum value of 1 minute to trigger the BPM security context to switch from the user who does not have permission to close the request to the system context which does. Therefore having the ability to switch context without waiting would be a great help, as the users think the process is not working as it has not gone straight to Closed. Cheers Martyn
  16. is it my impression or some missing setting in my instance? my services pages shows for the asset the related description, while the same prog capture in the Employee portal is not showing:
  17. Please can I raise a feature request for a setting to include archived users in the user search (this would be the Customer Search form in the PCF, Customised user-related questions in the PCF, change subscribers in the request record etc.) We have a use where a leaver may already be disabled in our AD and the user becomes archived and said user is unable to be selected in a our leaver request PCF. Thanks
  18. The current Test Outbound Connection option under Email > Outbound Mail Routing does not allow you to specify the from email address, so will fail on properly secured mail servers as the 'do-not-reply@live.hornbill.com' will not be a recognised email address and the email will not be sent. Given that you can only have a single outbound server for each domain, but you may have multiple shared mailboxes and email addresses link to it, can we request an enhancement to either allow the manual specification of the 'From Address' or provide a selection list extracted from the email addresses defined under the instances shared mailboxes. This way the test process will be able to be completed successfully and mirror the actual connections used when sending mail from the shared mailboxes. Cheers Martyn
  19. Hi all. The charts that now we can get in the service portfolio are nice and useful. However, two remarks about it: 1 - Error: this is intermittent, but it happens often to get an error while navigating and making changes in the charts (see image below). 2 - Enhancement suggestion: we use mainly the services demand chart and it would be really useful if the chart showed us real-time data, i.e.: including current month to understand backlog variation within the month. Regards, Alberto
  20. Good afternoon, I would like to request some additional fields for Software Assets - Support Start Date - Support End Date - Extended Support Start Date - Extended Support End Date We need to be able to specify the Asset Support type... the list should consist of: - Unreleased - Supported - In Extended Support - Out of Support It would be good if the above options could be tied into the Support dates automatically. If a Supplier is attached to an asset, then maybe somehow there could be enhanced functionality, relating to Supplier Contracts updating these fields automatically. Thanks, Samuel
  21. When undertaking a simple search for Assets a number of fields are not searched and so do not return any records. This is when using this Filter This causes total confusion for our users (in particular Mobile 'Device Name' cannot be searched unless the Advanced Search/Condition is used). For example under Mobile Devices: Serial Number can be searched but NOT Device Name Operating System Version can be searched but NOT Operating System Apparently this is as intended(!) and requires an enhancement to be raised so user support would be welcome.
  22. Hi. Today one of my colleagues reported me that, when you add an update to a request, the first time you do it after opening the request page, the default visibility set in the Service Manager settings is correct (we have it set to "Team only") but, if you add an update with "Customer" visibility and then you want to add a new update without refreshing the request page, that new update visibility is not reset to the default ("Team only"), but stays set to "Customer" visibility.This can cause undesired situations of a customer to have access to updates we don't want, if the analyst doesn't realize it. I believe this is not the way the app would work, as the mindset of our analysts is set to the default visibility "Team only", and a "Customer" visibility is a deliberate action from the analyst when providing an update to the request. is this something that can be changed? Cheers, Alberto
  23. Linked to @Giuseppe Iannacone post below, can we raise an enhancement to add the additional options to be able to set the Service and Catalog values by passing the Id's for these as well as the existing option to pass the name. We often change the name of services or catalog items, but the Id's do not change. Cheers Martyn
  24. We identified what appears to have been a historic issue, were duplicate service specific based SLAs where created when linking to a Corporate SLA. We have now removed these, but has identified that it is possible to create multiple SLA agreements with the identical name. Can the Service Level Agreement Name be made unique please. Cheers Martyn
  25. When you have a large number of requests in the Employee Portal it would be a real help to have a filter option within the widget, much the same as there is in the main application Request List. Cheers Martyn
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