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  1. 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
  2. We have a page that was designed by myself but we now need to put a page in front of it, I can create the sub-page but I was wondering if you copy the details to a new page so that you don't have to do the branding boxes information again..... I can only hope as there a LOT of links
  3. So we have a field that we have in the portal and in the analysts section when raising requests and the field acts differently e.g. in the portal we present a simple list and you can search: But analysts raising a request get the same box but cannot search Can this be updated so the analysts can search this box as this is very handy when presenting long lists of information.
  4. Hello all, We're always trying to look at different ways on how we can improve the self service, that our customers use when using the employee portal. Whether that's better description of catalogue items, FAQ items etc. We currently have a customer feedback survey, but that's largely targeting what was their experience like with IT and how quickly we resolved their issue etc. What we would like to do is have some sort of ability that when a customer logs a ticket via the employee portal, that some sort of very brief survey could be taken, where we ask did the customer find what they were looking for? How easy was it to find the request etc? I can't see anyway of obviously enabling this or configuring this with current tools. But it would be something, that would benefit us, and also potentially benefit all Hornbill customers, of which we can improve the customer experience when using the employee portal. Any feedback regarding the above, to whether it's possible, or whether it's possible to request this as enhancement will be welcome. Many Thanks. Adam
  5. Is it possible to create bulletins via a BPM? This would be great to allow the creation of these as we are looking to use the the Service Status functionality to mark services as impacted etc, however if there is a system that is down etc and as part of this we would like the opportunity to create a bulletin to display on the Employee Portal. Maybe we could have our own stock imagery for maintenance/failures etc to link for images and then the text is pulled from a custom field etc, also when the maintenance is over or the system is fixed via the BPM we can then remove or retire the bulletin....
  6. The Employee Portal Request Widget allow the user to view requests where they are added as a connection which is a great addition, however the "How can we help?" Search is not including requests of these type within the scope, so therefore at the moment you have to page through the Request Widget with the connections option to open the request. Cheers Martyn
  7. Hi i wondered if it was possible to influence how and what the search widget returns currently it returns only 5 catalogue items before the customer has to click on the number found to expand to see the rest we have had feedback that this isn’t that obvious. I wonder if there is a setting that allows all results to be shown when searching? It would also be great to be able to hit ‘enter’ on the end of a search and a results page be shown. A bit like using the google search engine that so many people are very familiar with using. thanks Andy
  8. If people are willing, can I ask for other companies/users to share images of their homepage screens in the Employee Portal? I just wanted to get a feel for what others are doing well and if there anything that we can steal/use in our set up...I will go first and include an image of our homepage!
  9. When logging a request in the Employee Portal the Knowledgebase lookup results is expanded by default and also does not respect the sizing of the Employee Portal window. Either window need to be resized to allow for content or scroll bar used for results. Cheers Martyn
  10. There appears to be an issue when using the Progressive Capture Data Picker in the Employee Portal, when set to default value to current date & time. The value appears in the UI as expected, but if you do not alter the value this is not saved in the questions answers. Question section. This behaviour is only replicable in the Employee Portal and works as expected in the Live user app. Cheers Martyn
  11. Is there a way to change/remove this logo? Also is there space on the landing page to add text? As we would like to add some text and a link to the landing page.
  12. I thought this I had asked before but cannot find anything by searching, but when you initially go into the Employee Portal it says Good Morning/Afternoon Jeremy when flicks to 'Service Desk' (as we have set it) is there a way to keep the personalisation or to to have something to say Good Morning Jeremy welcome to self-service or similar? I wasn't sure if in the set up for the page you could use the {{user.Fname}} tags?
  13. I'm sure that there will be others with this issue but is there a way to include more Domain pages along to top of the site? As it looks a bit strange to have this 'more' option, also is there a way to reorder this list? Another option is to have a link box with all of the pages in I suppose but trying to use the functionality of the site....other people will surely have more than 6 Domains/Companies?
  14. Good morning In order to prepare for any changes I may need to carry out over the festive period, can you advise what date the old self service portal will be switched off? I need to ensure the employee portal I have created as a replacement is passed through our internal change and release process before we take a hiatus over the festive period, if the switch off will take place before the end of the year.
  15. Has anyone else experienced this intermittent error which we have had a few times? You will be logged on to the employee portal and try to navigate either to a service category or back to company home and the error "This page does not exist" arises, attached. Logging off/on again and the problem has gone away. I've seen it in Edge, and also in tandem with "Disconnection Problem" but not found a pattern yet. With Basic or User accounts.
  16. The Service Description as shown in the Employee Portal is being partially obscured by the Favourites Button. Can the UI be updated to correctly display for wrap the description. Cheers Martyn
  17. We are in the process of implementing the Employee portal with the de-support of the Service Portal, but noticed an issue with the 'Requests' widget. It is resizing to take on the height of the other widget in the row, but is not filling the space with the request vertically and still showing a second page even though more then 6 requests can be shown in the widget space. Does not appear to be any control for this, as the only configuration option appears to be the 'Style' tab. Is this something we can configure or is this a defect? Cheers Martyn
  18. Included in your emails on the requests are direct links to access the specific request via the Service Portal. https://service.hornbill.com/<instance>/servicemanager/request/view/IDXSR00278168/ We have now enabled the Employee Portal for all users and I was expecting that all users would now be redirected to the Employee portal, but that is not the case. We have turned on the setting below to redirect Service Portal Target but does not seem to affect the Service Portal URL links. Is there something else I need to enable to redirect these old links? Cheers Martyn
  19. Does anyone know where to change this... We have changed the 'Home' page to be this So I guess that this is set somewhere else in the config maybe?
  20. At the moment there is a Document Widget for the Employee Portal, but when you have a large volume of shared documents it display can become very crowded and not easy to use. Can we request an Document Libraries Widget which shows you the libraries you are shared with and the you can navigate tin a structured manner. Cheers Martyn
  21. With this widget can we request that we can preset to show open/closed requests or ones that you are a connection of etc by default....
  22. Could you let me know where the setting is for altering the timeout of basic users on the employee portal please? I cannot find it for the life of me.... Thanks in advance
  23. I have added a new widget on the employee portal to list all of the service catalogue items. I was wondering how I can change the order of where these are positioned? I dont want change management first etc..
  24. I am wondering if we have the ability to remove all of the Hornbill branding logos from the employee portal? If so how can i do this?
  25. I have noticed that a CI is appearing in the portal and I am not sure why, I have recorded the settings etc to better see the issue. Is there something that we have done wrong or is this a system issue?
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