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Found 13 results

  1. Would it be possible to have the display width of the subscription field increased and/or have a tool tip when hovering over a truncated matched record to display the whole organisation names. In our case we have a large number of organisations with similar naming conventions, plus the additional of duplicates to get around the lack of supports for sites within external organisations. Cheers Martyn
  2. Related to my earlier post (link at the end of this post), can the Get Request Information > Get Request Details be extended to return two additional fields of Impacted Connection and Interested Connection, holding a concatenate list of emails address from the linked connections, which can be inserted in to the Email nodes as a list of addresses. Cheers Martyn
  3. Would it be possible to have additional options added to the entity 'Timer' node to allow the manual pausing and unpausing of the Response and Resolution in the BPM, so that this can be controlled by workflow so having the option to control this outside of the automated status change process. Related to my earlier post link below. Cheers Martyn
  4. Is there any update on having the ability to pause and unpause an event when interacting with a Contract Event via the BPM? Cheers Martyn
  5. When creating link boxes and you have a title and description can the title be bolder or the description text in a different style/font as it all looks the same and does not aesthetically work for us at the moment.
  6. Can the existing Translation Key entity be extended to have a property which allows you to exclude it from being updated by a bulk translation process? The reason being is there are some keys which hold text which should not be attempted to be updated in to the alternate languages as it contains fixed literal information. For example the social footer information displayed on the portal. These reference values are literal and should not be attempted to be translated. We are finding we have to either do manual updates to our translations as we makes change or undertake a bulk one and then go back in an manually revert the ones which should have been left as the original value we have set (not the hornbill default one). Cheers Martyn
  7. We have a number of processes which use integration,which we ask the user to complete 'Capture Outcome Fields' in a Human Task, before the integration node. We would like to request an enhancement for an option to prefill a field by injecting initial information using text and variables. This way the analyst can adjust/append information to the content which will then be sent to the following integration component. Cheers Martyn
  8. Can I request an enhancement to be able to 'Archive' a Shared Mailbox, that is the whole Mailbox itself, not just its content. The reason being is that in Hornbill the source email object remains in the shared mailbox object and not the timeline of the request, which just has the textual extract of the email inserted in to it. Therefore if you want to remove a shared mailbox in order to re-use the mailbox license for a different service, you have to delete the mailbox and content. Can I request the approach like with User licensing where we can mark the Shared Mailbox as 'Archived', so it is no longer used for mail polling, becomes static and is only accessible via the 'View Email' option from the appropriate Hornbill application. This way you can re-use the Shared Mailbox license for the new live service, but still retain the rich email content. Cheers Martyn
  9. Related to be earlier post about being able to pre-fill resolution information on a request (link below), I am attempting to workaround this whilst it is considered. However I have hit the issue that the current 'Update Request > Closure Category' is hard coded. To avoid having to create a sting of decision nodes, can the the Closure Category' node be update to allow the injection of a variable for the closure category, either/or both the Raw Value (Code) or Textual value. Cheers Martyn
  10. At the moment the Organisation (Group Lookup) feature only allow you to directly match a value in the attribute field to the name of a Hornbill Group. Could this be extended to support criteria matching, so that the LDAP attribute does not have to match, so given more flexibility in automatically associating group membership? https://wiki.hornbill.com/index.php/LDAP_User_Import Cheers Martyn
  11. At the moment when you use the 'Update Request > Status' node to set the status to 'Resolved' the system automatically also marks the 'Response' timer. Can we request that this is configurable as an option, as we would like to be able to set the request to Resolved but not mark the Timer until the request is Closed. The aim of this change is to allow us to use the portal 'Resolved' action which ask the customer to confirm the resolution or advise it is still not working. This stage sets the status back to open so can be used in conjunction with the Suspend Node 'Await Status Change', to await expiry (i.e. no response from the customer) or confirmation either way. Then using the BPM we can return to trying to resolve the issue without having marked the Resolution Timer. Example workflow below. This will of course need related change to the SLA calculation process to take the time whilst at a 'Resolved' status same way as being on hold. This relates to our earlier post regarding the ability to save the Resolution Text and Closure category through the User Interface without having to set the request as resolved. Cheers Martyn
  12. Can the Request List View Charts be extended to include a score card output as well, i.e listing the number of current cases against a label which can then be clicked on to access the associate requests? This comes from us trying to migrate one of our service desk from "Sales Force Desk", where on the left hand side of the request list has a configured list of views with real-time counters on them, allowing them to see at a glance the current call volumes and drill down into the different categories. Example screenshot below. Cheers Martyn
  13. As most of our services are provided to external customers, we utilise emails from our incidents quite a bit, so have a large number of Email Snippets we are setting up, to replicate some of the Support Works Templates we had defined for the different actions. At the moment when you create Email Snippets they are displayed in the order they where created (i.e. database order) not alphabetically. Can a change request be raised to allow the control of the order Email Snippets are displayed, i.e. with ability to a snippet up or down the order or form them to be displayed alphabetical order? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
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