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  1. Would it be possible to have a 'me too' button like problems for Major Incidents so that via the BPM we can enable a button for our customers to quickly add themselves as impacted to a major incident? Ideally we would like this to work with bulletins, so that we can raise a bulletin for an impacted service (requested separately) and then a button on the bulletin (like below) that can be clicked to add them to the incident....
  2. Hi We would like to explore if an enhancement to request reassignment can apply team based auto assignment rules. Currently we have round robin on requests that are raised to the Service Desk team , but when our Service Desk team triage a call and it need to go to 3rd Line , 3rd line assignment rules dont apply ? Regards Si
  3. Good afternoon, I recently submitted a request to have the login prompt updated so that the Harry Hornbill logo no longer covered the login buttons. It appears that this has been done but only on the admin.hornbill.com website, not on live.hornbill.com. Would it be possible to update the live.hornbill.com login page? Also, when a monitor is put in portrait orientation the Harry Hornbill logo on the admin page is separated from the arrow pointing to the login button: This has been posted previously here but doesn't seem to have had a response in the last day.
  4. Hi. I tried to find if someone already suggested this, but didn't found. Wouldn't it be nice if the customer feedback answers could include an icon? We have often customers making mistakes on the feedback answers and I believe that using icons in the answers - like the ones in the image - could be easier and more comfortable for the customers and could prevent a lot of wrong answers. Thanks and regards, Alberto
  5. Hello, Please could we have the ability to use Snippets in request updates? Sometimes we just need to update the Timeline with some standardised text so this would be useful here. Many thanks, Alisha
  6. I am not sure if I have posted in the correct area but.... I know its alot of work to implement but I think the BPM functionality would be massively improved if we could create custom functions with an input and output. The current work around is to import the templates into a stage but these can become outdated. Dragging a custom function into a BPM would be extremely beneficial. They could be created in a similar way to "Auto Tasks". I do scripting on the side and so many times I have thought.. "Hmm. I wish i could put this in a function with variabl
  7. Is it possible to request a new field for PCFs to have just time, separate from Date? Also could an option be added or extended on above request to choose length of time eg 25 mins, 55 mins etc
  8. I think that I have asked about this before, but I can't find any record of it.. Please can a consideration for a search bar to appear in the services list so that analysts can search for a service or catalog item to raise a request against. We have an increasing list that is becoming more difficult to find the correct service etc, I know that there is a consideration for having less services but this is currently not the direction that our teams want to go. Something like this....
  9. Hello, I am trying to improve our change business process and have noticed recently that a number of changes seem to be approved without having a schedule set. I have tried adding an automation which makes the process wait until the change has its change date scheduled but there doesn't appear to be an option among the tasks. Is there something I am missing or can this option be made available? Alex
  10. Hello, Would it be possible to enhance the user list in Hornbill to allow you to filter by Domain when you have a shared instance? I am trying to achieve this by running reports at present and I think this option would be of benefit to any organisation sharing an instance. If I'm missing something obvious please let me know. Many thanks
  11. Hello, We operate in a shared instance where the two main areas have differing requirements for the default visibility of updates in the timeline. One area needs to keep updates visible to the team only as the contents have data sensitivity concerns, other areas need to share updates with their users. Given the importance of preventing unintentional breaches I can see why the switches that control updates are set to team - eg app.email.routing.rules.default.visibility.update Would it be possible to give the option to control default update visibility to the services or even
  12. Hello, We have encountered an issue where adding external users to Hornbill as basic users potentially leads to those external users being able to see internal notices on the platform as well as links to internal documents It is not practical for us to go down the external customer portal route for these users as we have a shared instance and both areas sharing the instance want all customers to be able to see just their own services. We had explored the option of adding external parties as basic users and adding them to a specific company but cannot use that information to cont
  13. Hello, I have had a request to add a notification rather than to the homepage or the our domain within Self Service to a specific service. I am aware of, and part of the organisation already uses, the Bulletin widget on their homepage but would it be possible to make this same information visible when you select the service the bulletin relates to? I am just thinking if, theoretically, you had 30 different services and they each had bulletins then the bulletin widget would not be the most effective way to display that information. If you then selected a specific service and
  14. Hello, Would it be possible to add a column to the request list that allows you to see if a request has a linked request and what that reference number is? It would be particularly useful as it would also give the ability to filter calls out that have a linked request, allowing you to search for requests that haven't yet been linked or sort by that field to be certain that calls are linked to the correct request. Many thanks
  15. Hello, After spending time configuring the Employee Portal, I have produced a list of suggestions for improvement. Don't get me wrong, we REALLY like the Employee Portal - a vast improvement over the Self-Service Portal, but we would like to request the following enhancements for the future: Links Widget - if set to Tile View, we would like to be able to set a "Maximum" tile height for all tiles in the widget (even if there are tiles with no text in it) Links Widget - For Tile View, we would like to have the ability to set the horizontal and vertical position of the cont
  16. Hello, While going through translations I have noticed that it can take a long time to find all the values that you have changed and there are other settings where you do have the ability to filter for only modified settings. Here is where the filter would be most useful: https://admin.hornbill.com/[instance]/language/translations/com.hornbill.core/ https://admin.hornbill.com/[instance]/language/translations/com.hornbill.servicemanager/ Here is a section with the filter: https://admin.hornbill.com/[instance]/settings/application/com.hornbill.core/ Would it be
  17. Hello.In the service portfolio page, is it possible to have the service owners drop down in alphabetical sort order? It's far from being critical but it's annoying.ThanksAlberto
  18. Hello, I have noticed that it can take some time to reach the Resolution Category closing a call if you have a large category tree to select from Would it be possible to add a text entry field to allow you to quickly select the category by name? I was thinking that as you type the relevant results would filter so for example, you could type '3rd' and the number of categories would filter down to 'resolved by 3rd party' In the screenshot I have highlighted where such a text entry field might be located. Would this sort of thing be possible?
  19. When you look up people within the Service Manager and get the view below where you can see their services, assets etc can there be an option added called 'Quercuslive's Connections' and so you see the requests that this person is listed as a connection? This is a enhancement that has come about with a new department that we are on-boarding as they want to be able to see the persons connections and to filter by connection e.g. Manager, Budget Holder, Interested, Impacted etc. I know this will probably take some time to implement so may have to look at the API to see if there is anything
  20. Hello, I have seen the External Frame widget go live today and had a go configuring it. I am able to get it to show external sites however it only provides a narrow letterbox view of the site. Would it be possible to control the verticality of the widget? Our intention is to include a support bot and looking at the example conversations many of the responses take up more than the default vertical space allows. Many thanks
  21. Would it be possible to add filters to the suggested subjects presented when a user types in a summary as they open a call? Even a tick box for match entire phrase would be useful. I have received a complaint from a user that they are seeing lots of irrelevant results. When they use "New Self Service Portal" and get 27 suggested FAQs that include the word "Service" It would be useful if you can click on results and select 'match entire phrase', 'limit results to FAQs for selected service' or even give the users the option of switching off the suggestions feature. I ca
  22. We would like the following new fields for Assets please. A few new generic fields Under the existing State field add an extra item in the dropdown of ‘In Stock’, Currently this only shows Current, Active and Archived. We can configure our own Substates but at a high level the the lifecycle of any equipment includes ‘In Stock’ (whether just purchased and waiting to be deployed, being recycled to different user/location, awaiting WEEE). Last Modified By (free text) and Last Modified Date (date field) – under Computer System/Computer Information – these relate to Intune repor
  23. Hello, I have a user with visual impairment who has asked if it would be possible to have a dark mode to help them to better make use of the system. Currently this user uses the dark mode in Outlook Webmail and would like something just like that in Hornbill. We have explored the in built accessibility options in Windows and have tried using a dark mode extension for Chrome but these are not ideal solutions. I have seen that there is an experimental dark mode in Hornbill but colours are not changed meaning that light colours that are subtle against a light background clash
  24. 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
  25. We have tried to ensure that no draft email templates have been set against any of our Business Processes. This is potentially a lengthy process and I think it would be beneficial to be able to see from within Email Templates which Business Processes make use of each respective template. Many thanks
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