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  1. When opening/download a service linked document on the employer portal, the original document name is not being used and internal non human understandable file name is created. When doing the same on the Customer Portal this works as expected with the file downloading/opening with the correct filename. Can the employee portal use the original filename. Also it appears to also affect check out of files in Document Manager as well. Cheers Martyn
  2. Hi All, Can someone please look into the FAQ search returning the following error message please rather than the search results, this started to occur immediately after the update was applied. - /apps/com.hornbill.servicemanager/entities/Faqs/fc_modules/faqs_helper.js(227): error X1001: Uncaught ReferenceError: faqHelper is not defined
  3. There appears to be an issue with paging through Known Issues on the Customer Portal. I have replicated it on both Chrome and Edge, so appears to be a potential bug. There is no apparrent error in the dev console but the page does not update whatever page you select at the bottom. Cheers Martyn https://success.hornbill.com/hornbill/servicemanager/service/21/known-issues/
  4. I am trying to locate the 'Description' field on the Known Errors Publish to Portals action. I have located the Workaround field as 'h_steps_to_resolve' in h_itsm_knownerrors, but checking the table in Database View does not show the 'description' field. I know this is separate to the main request description field as it has different content. Can some one confirm the table, field name and maximum size applied when populating via the GUI? Cheers Martyn
  5. 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
  6. We are starting to evaluate Live Chat and as we run multiple service desk across our instance and have many varying levels of external customers. Similar to our enhancement request (below) to have the ability to restrict contacts ability to log requests, we would also like to do the same for Live Chat given that contacts have to be authenticated to access it, we would want enable this contact by contact basis. For example we would only want to provide it the main system administrators at a site, not all the users who are accessing the portal. Cheers Martyn
  7. Can we raise an enhancement to have the ability to publish 'Release' request types on the portal under a new tab, similar to the ability in Known Error and Problem which show under 'Known Issues' tab. We want to start using Release request to manage the release of patches and updates to our products at a Service Level, with making publishing a summary element on the Customer Portal at the point we release/deploy them, similar to way Hornbill do via the Forums Announcement area. Cheers Martyn
  8. I've been trying to figure this one out, but I've drawn a bit of a blank I have a requirement for a Service to be setup which is available to all users (i.e. there are no specific Subscribers listed against the service, it's available to everyone) via the Portal Within this service there needs to be mulitple Service Catalog items, but I need to restrict some of them so that they are only visible to certain users (I basically need everyone to be able to be set as a customer against any request raised against the catalog item, but only certain people to be able to actually raise the request in the portal - the service desk analysts/BPM workflows will change the customer on the request later as/when needed) I've noticed that there is a Restrict visibility option available on Service Catalog Items, but only when specific Subscribers are listed against the service, it disappears when the service is available to everyone Is there any way to do this when the Service is available to everyone (i.e. no specifically listed subscribers?)
  9. We are looking to see if there is a way for a customer to request a call back or escalate an existing request as we are finding that we get numerous calls chasing existing requests and would like to implement something to monitor this and reduce the demand. Ideally when a customer requests a call back / escalate then the sub status would change to allow these to be prioritised for a urgent response. Any advice would be gratefully received. Thanks Jon
  10. Related to the display of the new Service Levels in the Request List, there also needs to be the ability to display currently assigned Service Level on the portal request list and the request itself when opened. Similarly for those still using the original priority SLA implementation this should also be visible. As people apply there SLA differently it would be best that this was configurable in some ways, as for example for service we have moved to the Service Level Management method the priority is only used initially to set Service Level based on the rules. When the Service Level is changed the priority value is out of date and is no longer applicable, so for these services we would only want to show the Service Level not the priority. Cheers Martyn
  11. I am trying to locate the setting where we can update the text displayed when a customer experiences an error when attempting to login to the portal (Hornbill Direct Login). The reference to 'Hornbill administrator' means nothing to our external customers and is causing confusion. Is there a setting or translation option to edit this? Cheers Martyn
  12. 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
  13. We have lots of tasks in the system that we don't want the customer to see in the portal by default an example is below: How do we change this to be visible to 'Team' only as there are no settings per task in the BPM, is this the correct setting to change (below)?
  14. On the portal customers can accept or reject resolution using two buttons “It's working” or “it's still broken” I would like to change the wording but I cannot see where this can be altered, can someone point me where this is configured. Thanks Jon
  15. Within my Incident management workflow for the customer portal, i have a question stating, does the request type need to be changed? This is there for if the customer via the customer portal raises an incident instad of a service request. If i select Yes, it will close the ticket and then auto raise a new Service request. The customer will then get a new email showing the below: If they click on the link, it points to the internal portal which is wrong and they get 'You do not have permission to view this request' What setting do i need to select so that when the customer receives an email saying that a new service request has been raised, it contains the correct URL depending if they are using the customer or employee portal?
  16. With this text is there a way to adjust this, via translations maybe.... We just want to add a bit more to say e.g. If you require this to be re-opened please contact the Service Desk....
  17. I'm having a moment, does anyone know where the setting is that allows a request to be automatically taken off hold if a customer updates the request from the Portal? I'm also hoping that I can reference this in the BPM to check to see if a customer has updated the request by email or portal and then progress based on this?
  18. Good morning, We have recently started testing the use of bulletins for our customer portal but have had some questions/issues with some of the configurations we've wanted to use. 1. Why is the images on the banner greyed out? - we are trying to design our portal so it has a consistent look and feel. Since we've started using bulletins, the banner images are greyed out and doesn't look right with the rest of the page. I can't see how this adds any value at all. I would understand if it was only the right and left ends of the image to highlight the manual arrows, however, this just messes up the look. Is there a way to change this? 2. Shadows on Texts - For some reason the text displayed on the bulletins have shadows applied to them even though this was configured to be turned off. We've tried a number of things but was not able to remove it: 3. Banner roll/switch timing - How can we control how quickly the banner images roll/switch? We have been asked to change the speed but cannot find the configuration to do so. 4. Text formatting - Is there any other wiki markup guides besides https://wiki.hornbill.com/index.php/Wiki_Markup? We are not very experience with wiki markups and this page hasn't been much help so far; ie can we specify other colours than red / can we use a colour codes to make it the exact same colour as other texts on the page etc? Looking forward to a reply on this. Regards Aykut @David Longley
  19. Please can we have some clarification, when we turn on the new portal, what happens to the 'old' links etc if we have links to the old portal that we have missed will they still work or will they die or be redirected to the new portal in someway or will they get an error message? e.g. Old Portal - https://live.hornbill.com/xxxx/servicemanager/selfservice2/raise/41/serviceRequest/1090/ Employee Portal - https://live.hornbill.com/xxxx/catalog/new-service-request/com.hornbill.servicemanager/41/1090/ And once we turn it on are the links to the pages going to stay as the above?
  20. Please can we get some advice on this as we have some new processes that we would like to open up for people outside of our University to complete form in our portal. However, this is not something that we have done before and we are wondering what is involved and if there is any documentation on how you allow this, we currently use SSO to login into our portal and I guess that we would need some config changes to allow this? Also once this happens how to make certain forms only available to this subset of users?
  21. As there is no interactive translation mode for the customer portal, I am trying to identify all the translation entries that would be applicable under the Translation options in each of the area's below, which would be applicable to the content displayed on the customer portal. Service Manager Collaboration System We have done the bulk update by using the Google Translate integration but now need to correct some of these using our native specking staff. My aim is to do this first off by extracting the current translation entries so that they can be corrected off line by our team and then any changes copied back in manually via the admin tool. Then once this has been done we would then do a second phase of interactively going thorough the portal to determine if any further changes are required based on the context/placement. To this end What is the naming convention for portal entries in the Translation options for each app? What table(s) are these held so that I can export them to Excel/CSV for the native speakers to correct? Is there way to determine when viewing the customer portal the specific translation element being used to display the label/text? Cheers Martyn
  22. I am attempting to generate a query/report to list out external contacts which have a portal account along with whether they have the additional Organisation View and Can Cancel, so that we can review and look at cleansing some historic accounts/permissions. However I am struggling to locate the underlying table/field which hold the customer portal access indicators. Any ideas? Cheers Martyn
  23. When a call is logged via the Portal it is really easy for the analyst to select the Priority and assign although it is more tricky to then select the category as it is hidden in the details form. It would be great if the category could be applied in a similar way as the above.
  24. Does anyone know if there are setting for the portal timeout, we are finding that some customers that take more than 10 minutes to complete a form when resuming the form it wipes the data and you have to start again. Is there a timeout setting/limit that can be changed or is this a limitation in our browsers etc?
  25. I have setup a role to give out users permission to administer contacts and organisation, along with setting up Customer Portal Accounts. However though they are able to manually set a password, click on the 'Generate Random Password' button does not result in anything being generated. What additional application rights are are required for the ability for the password generator to work? Cheers Martyn
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