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Found 24 results

  1. Hi All, We've recently dipped our toe into enterprise service management, by opening up Hornbill to more than just our IT team. We've now got our Facilities team using Hornbill for their Incidents and Requests and this is working very well. There is a genuine need for them to have stored contacts that wouldn't need access to the portal, but there are some external customers that they may need to email. I've studied the wiki page on contacts: Contacts - Hornbill These contacts would only be relevant for our Facilities team and our IT department wouldn't require access. I can see the ability to mark these contacts as private. But i believe this only makes the contact visible to an individual. But all members of the Facilities team would need to be able to see these contacts. Is there a way of locking these contacts down by support queue? If not I think it would be a great enhancement for us and I'm sure other customers wishing to use this feature. Kind Regards Adam
  2. Is there a way to delete a contact within Service Manager as we are finding some duplicates and would like to remove the 'contacts' from our system as these people already have 'basic user' accounts in our system.
  3. @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
  4. Hi, Here at Milton Keynes Council its been requested that we try to implement a mechanism to priortise certain 'VIP' officers (CEO, Councillors etc.) and the their requests. I've found details about the enhancement applied in Q3 2020 - https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 - whereby banners can be applied for VIPP requests. 1. Has anyone implemented this and does it require updating all the BPMs linked to Progressive Captures? 2. Is there a way to highlight the request, using colour, once it arrives in the Service Manager request queue for further visibility ? 3. Are there any other alternatives to prioritise these type of VIP customers? Many thanks Rashid Milton Keynes Council
  5. Since we updated yesterday, it appears that if we raise a request for an external contact all the services including pipeline are available, it also appears some of these services that we had in the pipeline are now duplicated, without us doing anything? If we raise a job for a 'customer' a basic user then the list appears as normal... Basic User list Contact Service List
  6. 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
  7. Hi All, I was hoping that someone may be able to shed some light on an issue I am having with managing contacts and the organisations that are assigned to them. My Issue is that we have multiple organisations configured for our various customers and we have never had an issue before where when a contact is created and an organisation is assigned to it that has led to the Services then not being applied to that contact. Currently though, whenever I assign a Organisation to a contact, it makes no difference to the Services that are applied to the contact, they only have the following: I have tried a variety of organisations and none of them seem to take affect and it seems as if it is not applying to the system. I have also tried editing the Guest Accounts and ensuring that they are associated to the Portal incase that was the issue but I am now stumped. The reason I discovered this is because one of our customers requested new accounts to be created and we followed our normal procedure of: Create Contact -> Assign Organisation and then activate their Guest Account by confirming Associating to Portal, Logon ID and sending the end-user a password. Can anyone shed some light on what is going wrong? and if there is a way to push the Organisations to update as it seems like it's not publishing.
  8. Enhancement Request We receive emails that have have been sent to out servicedesk and cc'd to other people, when raising the request in Service Manager could there be the option to add the other included contacts as connections to the request so that we can send emails etc to people. Currently we have people who are looking through the original email and adding these people manually after the job is logged so that they can be kept in the loop.
  9. When a contact makes a change to their profile on the customer portal, the Contact's Audit Trail is not updated, so the audit trail is incomplete. We discovered this when one of our customers updated the email address on their shared group account to be their individual email address. We have now replicated this and can confirm that profile changes made on the customer portal do not update the Audit Trail. Can this be looked at a matter of urgency. Thanks Martyn
  10. Is it possible to be able to merge contacts and we have some that are duplicated and it would be great if we can merge two contacts (with different email addresses) together.
  11. Hello, Would it be possible to input contacts within Service Manager without having to assign them to an organisation? We deal with external contractors and we would email them from the job request on a daily bases. However, without having an organisation created for them we would not be able to use this function. We currently have two organisations but have the assignment turned off for them. @lokent
  12. Hi, I'm newly dipping my toes into the Project Module to see if it is viable for our Projects and Implementations team. One of the key aspects that they currently use is a discussion thread, where co-workers and contacts can post to. I can see the above exists for Project Stakeholders to be able to utilise, but is there a way for contacts to do so as well? The closest I could find anything for, was the below: but the option to add a contact isn't present... Side Note: We use Hornbill predominantly for external companies
  13. We're probably going to have to start supporting a partner organisation, and I believe the best way to manage this would be as Contacts. I've tried to follow the Wiki for adding a Customer, but I when I try and add an Organisation it does not recognise the Org I've created for them; or any Orgs, for that matter! I imagine, as it's my first attempt, that I'm doing something wrong, but if someone could tell me what it is I'd be grateful!
  14. At the moment there is a 'Skype' field on the co-workers profile. Would it be possible to have this field added to external contact records as well? Cheers Martyn
  15. Following on from https://forums.hornbill.com/index.php?showtopic=8279 I have been trying out Customer Manager. Though you are able to view requests by Organisation, you are not able to view requests by Contact, which would be really useful when dealing with a customer on the phone. Is this planned to be added? Cheers Martyn
  16. Hello We're currently using Organisations in Service Manager to keeping our Service Partners information - key contacts, support email addresses etc... It would be really useful to be able to add attachments against an Organisation so that I could attach the Service Agreement, or other such documents to the Organisation. Is this function something that could be added? Thanks Darren
  17. When an organisation has more than 100 contacts, only the first 100 are displayed from the organisation screen. There is no option to filter or sort the list of returned contacts or undertake bulk operations by selecting multiple rows. I noticed this when doing some maintenance work on contacts for an organisation, where I would delete the contact, the number of contacts would go from 100 to 99 and then back to 100. Would it be possible to have a filter, sort and bulk update option on contacts from the organisation view? Cheers Martyn
  18. Is there a way for an external customer to view all requests raised by their organisation? I made one of the customers Primary Contact for their organisation but it didn't seem to help. I have also set guest.servicemanager.customer.home.showAllRequests to on
  19. Hi, a quick question with hopefully just as quick a fix. We only have one service and added the 'All contacts' entry into the Subscriber's list. I assumed this would give all newly created contacts access to the service but this isn't the case. No services are listed if I log a call for that contact unless they have been manually entered into the Subscriber's list as a contact first. Am I missing something?
  20. Hi, I would like my colleagues to be able to create new Organisations and Contacts and also edit the details. They can see all the details at the moment - what permissions do I need to give them so they can create &e edit. Thank you Tina
  21. Along the same lines to the post below about the issues with searching/selecting customers with the same name or working for multiple organisations in the Progressive Capture, this also applies to when logging requests from email using the Raise Request, but the display of matched contacts is even more restrictive. We have a significant number of contacts which work for multiple external organisations, i.e. shared services etc, so when logging a new request from email we need be able to select the appropriate contact for the organisation they are logging the request against. However at the moment the display of matching contacts when you click on the Raise Request screen just shows the contact name only, where as in PC it will show the organisation. This issue also applies where a shared mailbox is used by a number of contacts at an organisation as well. Like in PC, the list is also limited to a fixed maximum of matches, which could do with being able to page through the results or make the maximum number of rows returned a configurable setting. If the organisation name can be included in the results list, this would address the primary issue. Further option would be to able to hover over the contact name and see a summary window, like when viewing a request list search result. At the moment we have to select one, check in it in the Progressive Capture, cancel it if it is the wrong one and then keep trying each of them in turn to locate the one for the correct organisation. Cheers Martyn
  22. At the moment there only appears to be the option to delete a customer contact. It would be useful to have the ability to archive/disable a contact so that any historic infomation is maintaiend but they do not appear in any customer search/selection options to stop new requests being raised against them. Cheers Martyn
  23. Hi Is it possible to have more than one email per contact? we have a customer that logs calls and he would like the rest of his team to be notified once a call is logged by email. Thanks Chris
  24. Hello, When adding a customer contact to a created organisation, we save it it looks like its applied however when you go back to the contacts list the organisation field is empty and there is not content in the field when you go back into the contact? Is there a bug?
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