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  1. We are in the process of updating some of our branding which include some changes to fonts and sizes. I am testing the changes to our Email Templates and noticed that even though in the HTML we do not mention Arial, when text is added in the email window in Service Manager it appears as Arial 11pt. I have now located the mail.client setting under System > Advanced Settings, so I can now get any new test added using the new corporate font, but there is no control on the font size. Can an additional setting be added to allow control of the default font size as well. Cheers Martyn
  2. Can I request an enhancement to the extend the JIRA iBridge integration to be able to trigger an 'transition' as it is called by Atlassian. In our case we are wishing to trigger the re-opening transistion from Hornbill. https://community.atlassian.com/t5/Answers-Developer-Questions/Can-anyone-let-me-know-if-I-can-re-open-an-incident-using-JIRA/qaq-p/533765 Cheers Martyn
  3. For analyst to be able to see and create views on the feedback star rating of calls, it would be really useful to have the 'Feedback Start Rating' field as a standard column which is visible on the Request List and can be used in views/charts. Cheers Martyn
  4. Related to my earlier post (link below) - I am trying to setup some charts for our individual analyst to view their own feedback rating however there is not the option in the criteria drop down for rating 'Not Set' i.e. Null. Can we request the option for 'Not Set' is added to the criteria options. Cheers Martyn
  5. Can the 'Show Associated Files' dialog launched from the Request View - Email action, include the description text as shown in the Request View - Attachments? We often have a number of similar files attached to our requests and we use the attachment descriptions to differentiate. Cheers Martyn
  6. We are setting up a number of custom Asset Types which have similar configuration/fields, so can we request an enhancement to be able to copy an existing Asset Type, so that we do not need to set them up from scratch each time. Cheers Martyn
  7. We are looking to implement Change Control requests in Hornbill to manage and record service subscription changes to Hornbill services for out external customers. As such we would like to automate the process of adding and removing service subscriptions both at the primary service and secondary catalog level. Therefore can we request a new BPM Node Object to allow interaction with Service Subscriptions. * Query Subscriptions - Pass in Subscriber Type and Subscriber ID, result list of Service ID object is subscribed too. * Query Service Subscription - Pass in Service ID, Subscriber Type and Subscriber ID, result True/False * Query Service Catalog Subscription - Pass in Catalog ID, Subscriber Type and Subscriber ID, result True/False * Add Service Subscriber - Pass in Service ID, Subscriber Type and ID, result True/False * Amend Catalog Subscriber - Pass in Catalog ID, Subscriber Type, Subscriber ID and enable/disable, result True/False Cheers Martyn
  8. With the 'Software' Asset parent type we have the ability to specify Vendor, Product and Version information for the respective drop down list. However these drop down are available on all 'Software' Asset Types. Can we raise an enhancement to have the ability to restrict at the Vendor or Product level values available for a specific Asset Type. This will ensure the data validation is correct and appropriate for the Assets being created under the Asset Type. Cheers Martyn
  9. Can we raise an enhancement request to add a second 'Next' button on the Service once selected or a scroll bar within the Service list sized for the current screen size, so that it is easier to get to the 'Next' button after selecting the service. We have a very large service catalog, so forever scrolling down to the bottom of the page to get to the 'Next' button after selecting the Server/Catalog combination. Cheers Martyn
  10. Related to @Jeremy post below and the work on having the ability to pause the SLA timers in the BPM to allow a request timer to be on hold when set to Resolved. Can we raise an enhancement request to have the option to allow the updating of request at the Resolved status to another configurable status, i.e.Open, when updated by email (manually or via routing rules) or via the portals. This way updates to Resolved requests can be captured after the Suspend - Wait for Status Change in the BPM, and the record processed appropriately, rather then the updates being missed. Cheers Martyn
  11. I was wondering if anyone can help, I have found a bit of a 'hole' in our process! When a request is in a resolved state, if a customer sends an email response to an 'update' email then this adds the update to request but the analyst doesn't see this as the job is resolved and this does not re-open the request therefore after 7 ish days the job closes with the follow up being missed. With 'closed' requests these emails are set not to apply and so our Service Desk can then decide the most appropriate action, can this be implemented for resolved requests?
  12. Related to our the posts about include additional fields in the Request Reference Hover Dialog, can we also request that the sub status is display next to the request's primary status in the Linked Requests section of the Request View. Cheers Martyn
  13. Following on from @Michael Sharp post below relating outputting scheduled reports to a document library, we would like to request the ability to link a document library to an external customer and/or organisation, so that when the customer logs in to the portal they can see the library under the general Document option at the top. This is so we can setup scheduled reports for customers, which are then delivered via the Customer Portal, as another means of encouraging them to use the portal rather than just emailing them. This also help to alleviate the limited customer export/reporting options in the portal at this time. Cheers Martyn
  14. Related to my post yesterday about the creation of Assets via the BPM, can we request an enhancement to the manual 'New Asset' process, so that when you create a new asset and click on save, it does not automatically close. The reason being, is that you cannot enabling sharing on a new asset until it has been saved and at the moment as soon as you click on save you are returned to the full list of assets. You then have to locate the asset via the list or filter, open it and then enable sharing, which is inefficient. Cheers Martyn
  15. Can we raise an enhancement request to have the ability to create a 'New Asset' from the 'Linked Assets' section on the 'Request View'. This would improve the integraiton between Request and Assets, as well as make its capabilities consistent with the 'Linked Requests' seciton. Cheers Martyn
  16. Following on from my previous request to be able to create new Assets from the Service Manage Request View, can we also request an enhancement to be able to create new assets from the Service Manager BPM. We would like to be able to:- Create New Asset, to be able to create a new asset passing the required fields. Link existing Asset, be able to link an asset to the current request, passing the asset id. Share Asset, i.e. turn on sharing and pass the id to the object to be shared too, in our case external organisation (Organisation ID) Update Asset, as per Create, but providing asset id and updated fields. Cheers Martyn
  17. When working with a large request that is passed between owners it would be useful if the new owner would be able to read the timeline from first to last rather than last to first. I know we have the facility to sort by most recently posted or updated, search the timeline and to filter the timeline but it would be useful to have a simple sort order toggle. Many thanks
  18. When using the 'basic view' of sending an email, would it be possible to add the text formatter to allow us to be able to bold, underline text etc? We have tried various things to no avail as wiki markup etc is not supported when sending emails like this, again like the recent post for resolving emails can these be a 'rich text editor'
  19. So with the ever increasing push to get Service Manager into every nook and cranny of our organisation we have come up with a less than unique situation, we are currently working with our Health and Safety office to bring them on board but they do not have the same ITSM framework etc. Therefore we wondered if there was a way to change their prefixes of their requests maybe per service.... so that they can raise HS00658420 rather than SR or IN? Going forward HR could then have HR000548545 and Marketing MKG00248887 for example. We would set the system to default to IN/SR/CH etc for IT related issues but per service it would be great if you could change this to something else. Thoughts.....apart from the obvious shock!?
  20. Afternoon Would it be possible to have a mechanism to increase the display font of the outgoing email box as it is very small. You can zoom into the whole page which allows the browser zoom option to be used, however it would be good to have the option within the timeline to zoom a single field (Could also apply to the Update field). The font size in the window is set to default. When viewing the source this is set to 10pt, even though within the email template the font is set to 12pt. Ideally we would like the option of a 'Zoom Field' button that would increase the viewed size whilst typing but would not affect the email defaults when sent. Thanks Martin
  21. Linked to earlier post for Auto Responder to include To and CC addresses in the timeline entry when new request is logged, this is an enhancement request for the same functionality when raising a new request via the Shared Mailbox - Raise New Request option. Currently this option does not include the details, but when logged by the Auto Responder it does. Example screenshot below. Cheers Martyn
  22. Do we have / or can we a footer/signature that can be added to all emails/templates and snippets. There are times when we need to change the signature for our service and currently have to update each snippet/template/email.
  23. Please could we have an additional field in the request list view Last Updated By This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me.
  24. Can we request an enhancement to the 'Linked Request' BPM node, in that there is an option to limit which linked requests are updated by request type. In our scenario we are implementing Problem Management and will want to use the node to update/resolve the Incidents linked to the Problem request. However there may be other Problem, Release, Change, Known Errors etc linked to the same request which we would not want to update/resolve. Therefore can we ask for the filter option on both Update and Resolve Linked Requests so that it can be done by 'Request Type', i.e. we need to be a bit more precise in only updating the linked incidents and not everything else it may be related to. Cheers Martyn
  25. As a follow on from the request below which has now been implemented, can the timeline update be extended to include the text of all the email addresses on the To: recipients. At the moment it does not show any details from the To: part of the email and you have to open the linked email to view this information. Having the information as part of the timeline, makes it easier for the analyst to pick up and add additional connections. Cheers Martyn
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