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  1. Related to our earlier post about the ability to copy a whole service (link below), we would also like to request the ability to Copy Subscribers. Like other parts of the system when dealing with Roles or Organisation objects you have the ability to copy the members to the current object, which is especially useful when migrating or replacing existing roles/organisations. The same is true for Services. We are going through a review of our Services at the moment, consolidating some of them down, so having the ability to copy subscriptions from the previous services would save so much time,
  2. Is there any plans to provide the facility of copy a service in order to duplicate it? With more details and configuration going into services, it would be really useful to have the ability to duplicate a current service and the modify it, either to make a new service or as a revision to the current service. Cheers Martyn
  3. 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
  4. 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, Subscri
  5. 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 -
  6. hello everyone, as the former administrator of our site has now left the company, it has been left to me to pick up the pieces with regards to Hornbill... therefore for my first post.... can anyone please point me in the right direction of some documentation outlining how I go about creating a new service within Service manager and updating the service categories to reflect this? I fear that we are going to need more services over time and therefore getting used to the way Hornbill works would be needed quite soon. thanks
  7. In addition to the 'Default Mailbox' option now present on each 'Service' details setting, it would be useful to be able to specify the default email address to be used from the Service, where the specified Mailbox has more than one email address associated with it. At the moment you inherit the Default Address from the mailbox specified in the service. The idea here would be that you can override the default email address on a service by service basis, so if you have a service which uses a leagcy address or a noreply one, you can specify it. Cheers Martyn
  8. Could the reporting 'Request' entity be extended to include details from the linked service. For example at the moment we report on requests grouped/selected by 'Service Category' , so we have to use the SQL Designer process to join in the Service table rather than being able to use the entity method. Having the Service as part of the 'Request' entity will allow access to other fields in the Service Table such as Status, Serive Owner etc as well as the Service Category. Cheers Martyn
  9. Can I ask for a feature request, we would like the abilities to search the Services list when logging a request. This search should search the services and the CI's like the portal search so that if you have a lot of services or CI's they are easier to find. Thanks in advance.
  10. Hi I have a service that is linked to two SLA's because one SLA follows a working day calendar so an 8 hour day for P3 priority calls and the second SLA follows a 24/7 calendar for P1 and P2 issues. When I now log calls for the service on a P3 is doesn't choose the right SLA. I have two questions, can you link a service to two SLA's? and why would it not follow the P3 SLA when selected? Thanks Chris
  11. We have updated our instance and found that in the portal there is no longer a search function? Can this be bought back?
  12. Can the Service and Priority options in the 'Log New Incident' node under 'Requests>Log Request' be setup to support variables, the same way as the 'Catalog Item' option is. Thanks Martyn
  13. We would like to implement a Change Management workflow to manage our service subscriptions in Hornbill Service Manage itself. The idea being is that our internal project management team would raise requests for new services for a site to be taken in to 'Support' would raise a Change Request, which as part go the workflow process after authorisation would then automatically add the subscription to the selected organisation. To do this without manual intervention, would require a number of additional features. Data Provider in Progressive capture to allow selection the below and capture in
  14. When we set up FAQ's against a service can you: Have it so when you select a service it displays all associated FAQ's against that service Can you accept an FAQ at the time of logging to resolve the request to the user with those details
  15. Hi All, We are currently looking to implement our own company branding to each service we provide via the customer and service portal, as it stands we are only able to display predefined logo's from a drop down list as per my screenshot. Can you please let me know if there is some other way for us to upload a logo or if this has been requested previously? (I cannot find anything immediately on a quick search of the forums).
  16. is there a way to customize the search bar or at least change the position? from this to something like this:
  17. When linking multiple Service Level Agreements to a Service at the same time, the order they are selected is not honoured when they are inserted into the linked services list, but inserted in alphabetical order. This means you then have to then manually re-order them or add them individually in order. if they where added to the Linked Services list in the order they where selected, that would save these extra steps. Cheers Martyn
  18. Good Morning All, Does anyone know if there is or will be an option on the service portal to search for documents using tags? The My services search bar works really well so i was looking to see if the My Documents had any plans to also have this feature
  19. Me again, Another request: would it be possible to have a "Copy" feature for services? (a bit like the "Save As..." for reports, measures, widgets, etc) Creating a new service from scratch can be particularly time consuming when you have to setup all catalogue items, SLAs, FAQs, feedback, etc. In most cases, when I need to create a new service I could really do with a simple copy of an existing service, and then modify only a couple of things. Would anybody else be interested in such feature too? Thanks in advance for any feedback!
  20. Hi again, Another request which would help us considerably from a support / maintenance of BPMs point of view: a "default" assignment team per catalog item (OR service if not possible) Let me explain why first: 1. we do not use "Supporting teams" as any support team must be able to view and interact with any requests logged on the portal 2. calls are automatically assigned to a team via the BPM as we do not have a traditional 1st line support The consequence of this at the moment is a very very long BPM: Should we have a "default assignment team" field availabl
  21. @James Ainsworth Is there an precedence applied where you have both Global and Service based Sub Statuses? The reason for asking is that as we are implementing a number of different Service Desks with the same platform, where we will have a large majority of our services (100+) where we will wan to set common Global Sub-Statuses, but also have a number of other Services where we would want different Sub-Statuses. At the moment I believe you will get Global Sub-Statuses plus any local Service based ones as well. It would be good to have the option to turn off either as a whole or
  22. Hi all, I am looking at service catalog subscriptions at am wondering if there is a way to add users to a team/dept based on a custom AD field as well as add them into their normal day to day team/dept We currently have around 200 users who can raise requests. This changes constantly and I don't fancy having to keep lists of users up to date per service. What I was hoping for was something along the lines of: User account in AD has HR as Dept and Payroll as Team so they are added to the correct dept and team on the LDAP update. User account has 'A
  23. Does anyone know if its possible to link priorities with a service, at the moment we have a long list of priorities for all our products and sometimes people select the wrong priority. Thanks Chris
  24. We currently have a significant number of (approx. 20) different SLA's/Priority's, which have come about from us acquiring different organisations and us absorbing support service for different products and types of services. At the moment there does not appear to be any relationship between the SLA/Priority and the Service, in that all priorities specified in the Progressive Capture 'Request Priority' and similar BPM node. Ideally we would want to allocate priorities which are applicable to a service at the request type level, i.e. you may have a service which has both Incident and Service
  25. Since the application of Service Manager 2.34/2.35 we have noticed that in progressive capture when logging a new request through the user app the Customer Search form is repeated after you have selected the service and the service specific PC is applied. PC used to skip the Customer Search form automatically after the Service specific PC was applied, but now appears with the already populated customer details requiring you to click on Next. Can this be looked into to re-instate the automatic completion. Cheers Martyn
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