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  1. Hi All We have only recently started exploring the Customer Portal. Currently I can see if we turn on self registration the person registering gets a preset Create Your Profile list. This is great of course, but it doesn't give any field to capture what they are registering for. We want to use the portal for various different external customers so we wanted to ideally capture what they want access to at the time of registration. I wanted to check if I had missed anything obvious around capturing what the access request is for, and also to see if the Customer Portal is due a refresh much like the new Employee Portal, and if it is going to be refreshed would there be any improvements around self registration? If we use it under the current functionality someone will have to contact the customer to confirm what they want access to, which defeats the self service ethos! Many thanks as always
  2. It would be useful to have the ability to determine the scope of Bulletins on your services, very much like the options you have for the catalog items where can determine if they show on the Portal, Service Desk or Both, i.e. Customer Portal, Service Portal or Both. Cheers Martyn
  3. 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
  4. Can I clarify the the System > Advanced Settings - 'security.guest.xxxxxx' setting are applicable to both the customer and service portals, but on the former if using Single Sign On for the service portal? Also with reference to 'security.guest.passwordPolicy.checkBlacklists' where is the black list maintained from, or is this a centralised platform list maintained by yourselves? Cheers Martyn
  5. Service Details and FAQ's are currently the same source when viewed in either portal, i.e. Employee and Customer Portals. When operating a services across both internal and external support, this generates a challenge when wanting to insert links to other content such as documents, services, other FAQ's etc. At the moment we have to put in the links using the customer portal URL for external customers (contacts) access, but these then fail to work when the same content is accessed via the Employee Portal. Can we request conditional formatting similar to that in the email templates to allow text and links to be inserted depending on a variable, in our example the Portal type. Cheers Martyn
  6. hi @Gerry I was wondering if you have any indication when the customer portal will be refreshed and look the same as the employee portal? We use the a fair bit for our paying customers. Thanks
  7. As a workaround to allow customers to see their historic request on 'retired' services (see enhancement request below) we are looking not mark services as a portfolio status of 'Retired' but update the Service Name so that it would appear at the end of the list of services. We are testing using ASCII higher special characters so that they should appear at the end of the list. This works in the Live User App :- But in the customer portal it at the beginning! What sort order is applied to the Service List in the Customer Portal and is there any other special characters we can use to order after the normal alphabetical service names. Cheers Martyn
  8. I am configuring the customer portal for contacts to raise requests and see guides, I have managed to alter the available settings to configure the look and feel. However I cannot find the appropriate setting to alter the text, button and background colours for service details. Unfortunately this looks unreadable with the current style so I need to alter this before launch, any help would be greatly received. Thanks Jon
  9. We are looking at rolling out our customer portal. When an account is created, it appears as a contact which are external to our company. If a user has forgotten their password to access the portal. How can we reset it?
  10. Following on from the confirmation under the first post below, can we request an enhancement as part of the announced improvements for the customer portal as part of this year's roadmap (second post below) Cheers Martyn
  11. I have just configured my customer portal, create a test contact and subscribed a service to this portal but it is not showing: What am I doing wrong? Thanks
  12. 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
  13. Hi,I would like to have a report or tags on the emails so that I can track it.For Example: If someone has moved the email to a specific folder or someone has deleted it, I should be able to see who has done it.This can be done either by any tags which we can put on that email or I need to know if I can extract a report for this.
  14. We are experiencing an issue with the customer portal on our instance, where if the customer is timed out, when they attempt to log back in it get stuck in a loop requiring them to login. We think this might be down to the use of a domain proxy and the session cookie, which we are attempting to replicate before logging it as a formal support ticket. In the meantime we have increased our Customer Portal Timeout to 14,400 seconds, aka 4 hours, to alleviate the issue. However it appears that the timeout still occurs at 1 hour rather than 4. Is there a maximum value for the timeout? Cheers Martyn
  15. The Customer Portal at the moment appears to group the catalog display order by Request Type and then the order of the catalog items as per the Request Type. At the moment it appears to sort the Request Types alphabetically. We are in the process of enabling the display of change requests on the portal, so we are seeing all the change request catalog items appear first and then the incident ones. Could there be a setting added to allow us to configure the order of request types as they as displayed on the portal? In our case we would want to show them in the order Incident, Service and Change, but having a user configurable setting would allow people to set there own preference on their instance. Cheers Martyn
  16. When i attended the 2019 insights, i remember you saying that a release would be available which allows you to log a ticket on behalf of someone else within the portal. IS this available and how do i enable this? we want to use this feature in the customer portal.
  17. Hi, Does anyone know the best way to publish a Bulletin that will be seen by ALL our external contacts when they log into the Customer Portal as we have an issue regarding 'reopening tickets' which is affecting multiple contacts, irrespective of Service & Organisation? Only way I can think of at the moment is to maybe replace the Home Page Main Image Text/Section Title....
  18. We're starting to use 'Release Management' , and I notice that those tickets are not visible on the customer facing portal. Am I missing something? I'm guessing it's because there is no catalogue items for Release Management. Also it's possible that basic users would want to be able to initiate a Release request (e.g. if the head of HR wanted to put in a request to have the latest release applied to our HR system) - how would I do that? Thanks Claire
  19. One of the reoccurring requirements that comes up each time we look to bring on another service desk within our group on to our common Hornbill Service Manager instance is the restriction of having only a single customer portal, so we have to go with a common and generic branding. If the customer portal customisation options could be made to be a one to many relationship with the current initial set being the default, then it would be possible to specify at an external organisation level which branding set to use. As access to the portal after the initial landing page (branded with the default customisation set), is controlled by contact access, so it would be relatively simple to then apply the appropriate portal customisation set for said customer. This way the architecture remains the same, i.e. a single customer portal, but we are able to branding the portal dynamically to the customer. By utilising multiple Proxy by Domain setups it would also be possible to utilise different domain URLS as well. Cheers Martyn
  20. With reference to the Wiki article on setting up your own customer domain to proxy the Hornbill solution, we only want to proxy the customer.hornbill.com/InstanceName URL as this is external. https://wiki.hornbill.com/index.php/Custom_Domain_using_Reverse_Proxy Do we still need to proxy the backend API url or can we just get away with a proxy on the customer URL only? Cheers Martyn
  21. @James Ainsworth Would it be possible to add and export option in the Customer and Service Portal for a user to export the list contents of either their requests or their organisation requests. Initially it would just need to be the currently displayed colums into CSV or Excel format? Cheers Martyn
  22. If a users is in the customer portal and their session times out due to inactivity, they are returned to the main screen again when returning to the web page. However when they click on Login option to reconnect the Login process will report invalid session, when the correct and same user credentials are entered. It appears the timeout process does not cleanly browser session out properly and then causes issues when attempting log back in. Closing the browser and opening it a fresh then allows the user to log back in fine. This is causing some users to believe their accounts have been locked or their credentials are no longer correct. Can this be looked at to allow users to log back in cleanly after a session timeout. Cheers Martyn
  23. The Customer Portal is not updating the h_last_accessed column on h_sys_contact table when customer login to the Customer Portal. Therefore we have no way on monitoring or determining when a customer last used the portal account. Can this be addressed, so we can both monitor and also identify dormant customer portal accounts, so that they can be suspended or removed as part of security good practice. Cheers Martyn
  24. As part of our branding update we need to alter the font(s) used on the Hornbill Customer and Service Portals, to either use two new fonts, in our case VAG and Helvetica, or if only a single font can be used our corporate backstop is Airal. This was quite easy in the Support Works self-service as we could update the underlying CSS to achieve this, but I not been able to locate any settings or information on the Wiki on changing fonts on the portal. Can you please advise. Cheers Martyn
  25. We are just refreshing the branding and customisation on our portals to come inline with an updated corporate guidelines. We have noticed that even though we have updated the settings as per the wiki page (https://wiki.hornbill.com/index.php/Customising_Self_Service) when you open a Service Manager request, the colours setting which work up to that point in the portal are not honoured. As always a screenshot show it better. Initial screen with service catalog being displayed - primary text colour #212492 is correctly used. Entering a specific request it seems to go back to Hornbill defaults. Are there some additional setting or is this a bug? Cheers Martyn
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