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  1. Hello, I have been using the copy roles from user feature since it was added to Hornbill and noticed that if I am creating a new user record that I am suggested the new user when copying the roles from an existing user. Is there any way this feature can be amended slightly to exclude the current user you are copying roles to from the list you are copying the roles to? Not a big change but it seems illogical to be able to select the same user for both, also, as I am often creating a user account for the same user with a new employee number and moving across the requests I am far more likely to see the same name twice and have to guess which is the correct one. I think it might be possible to tell which is the correct one if the drop down box didn't cut off the full user details but it makes more sense to exclude the existing user from the list. I hope this makes sense Many thanks
  2. Hello, We have a shared instance between two domains and in order to apply the charge for the overage we need to be able to see which of the domains contribute most toward the increased data usage. We are currently looking to on-board a third domain to the instance also which will have a direct effect on our usage. Currently we can see the data usage but only as a whole, not per domain. Would it be possible to implement a means by which we are able to see this? Many thanks Alex
  3. Hello, I have encountered a problem recently where a large number of reports all failed to run and the cause was that a colleague (and report owner) recently retired, putting all the scheduled reports into a failed status. I have asked that the owner be updated and I have been advised that the only way to do this is is to copy them individually. I can do this however I think that it would be far better if it were possible to manage report ownership in bulk within the portal. I have appx 70 reports to copy, correct and reschedule individually, I am certain there will be accounts running hundreds, if not thousands of reports and the time lost rectifying the problems their report owners departure would cause would make it well worth adding this feature. Many thanks
  4. Hello, I noticed recently that if you define an icon for a custom button in Service Manager there is no option to remove it, only to change it. The only way to remove the icon is to completely delete the button and start again which is an inefficient solution. This seemed to me to be a fault but apparently this is by design. It would be nice if the custom button could be developed further, I recently had a request to be able to put fixed values into a custom field and to do that through a button. I would prefer if the button then allowed me to select among those fixed values rather than having to create 4 buttons for each respective value. This would be particularly useful as the space available for buttons is limited. Many thanks.
  5. I have been working on our change process and have spotted a few instances where the Business Process has failed due to requestors submitting a change to complete before the change is initiated. We ask for when the work is intended to be started and when it is to be completed by and occasionally people select the same day and mistakenly think that midnight is the end of the day, rather than the start. The business process then creates a task for the person processing that change with a start and end date determined by those dates initially selected so when an end date is less than the start date the process fails. Is it possible to add validation to a date to say must be greater than a previously selected date? Perhaps I am going about things the wrong way, if there is a better suggestion I am keen to hear it! Many thanks
  6. 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....
  7. Is it / could it be possible to make the Task Outcome field longer than 16 characters? Either that or the option to inject the Display Label as a variable in to other places? I'm using the outcome on the timeline and it would be nice if I didn't have to shorten or abbreviate words to fit them in. Thanks
  8. Hello, When defining a label in a progressive capture it seems to default to a faded grey, it is trying to be less prominent than the rest of the text. I understand that it is intended to not take focus away from the question however there are instances where the label is delivering information that needs to be equally or more prominent. Currently, I can work around this by using markup but it would be more practical if there were an option within the label to pick between alert (red/bold), bold and basic (grey). I have not yet needed a label to present information in grey, only needed it to show prominently so thus far I have needed to manually set markup for every label, this would certainly save time. Many thanks!
  9. With the HUD and stage checkpoints you can tick them so that they have been done and this is a great visual representation of the request and it's progress, but can we have the option to set a stage points as: Completed - with a green tick as now False - which removes the tick as now Not Actioned/Completed - this would display as a red cross This would make it easy for the customers and analyst to see the state of the request when you have a lot of checkpoints e.g.
  10. Hello, Would it be possible to implement the ability to show a custom button if a reference is raised via an agent rather than through self service (ie by the Source value)? I presume a workaround would be to populate a custom field with the source and then use the custom field to dictate the button visibility. Ideally, we would prefer this filter directly because setting custom values would require multiple business process updates. Many thanks Alex
  11. Hello, I have been asked if it would be possible to control who has the ability to see/use a custom button. We have a custom button that performs additional actions when an incident becomes a major incident. I have looked through the filters for the custom button and can see the below options may work for us: Filter by owner - this works if I set it to a specific owner but doesn't support a list of owners, only one owner. Filter by team - we can add a filter to say that calls can only be escalated to major incident if they are assigned to a specific team, for example we could set it so only calls in the Change and Problem Management queue can have the button. Filter by external reference - if we said to add a key word to this field the Major Incident button could be triggered to only appear then. None of these options seem particularly suitable, would it be possible to add the following: Filter by user role - we could define a MI role which users can be added to allowing users with this role only to see the button. Filter by user organisation - we could define an organisation for Major Incident Authorised Requestor and add specific managers to that organisation so only they could see the button. Filter by multiple values - currently we can add only one value to a filter, adding multiple owners, for instance, sets an 'and' condition rather than 'or' and as a call can only have one owner the 'and' condition would not work. Could we either have brackets to allow for an 'or' condition or the ability to have multiple values within one filter? (perhaps we can already, I have been unable to get this to work). This would be useful for filtering by multiple owner names and multiple statuses (for example: to filter out resolved, closed or cancelled calls) If there are any better suggestions for a solution here I would be very grateful for your advice. Many thanks
  12. I have attempted to customise the login screen on hornbill to bring the login in line with our corporate branding. When uploading an image with the ratio suggested from the Wiki here: https://wiki.hornbill.com/index.php?title=Login_Screen the image does not scale correctly on the screen, either the top and bottom or the left and right are cropped. I understand this happens because not all screens have the same ratio/resolution. The behaviour of the scaling seems to indicate that the image is anchored to the centre of the page (leading to clipping to the top and bottom or left and right when scaled). Would it be possible to add an option that either allows you to anchor to the top right hand corner (leading to clipping of the left and bottom when scaled) or bottom right hand corner (leading to clipping of the left and top when scaled). This would help organisations align text within an image without the risk of losing it off the top, bottom or right hand side. The current scaling behaviour means you have to make the text central to prevent it being clipped. I have also been asked if it would also be possible to make the right hand panel transparent with only the central logo, text and buttons non-transparent, feedback from adding an image is that the right hand looks quite stark against the login image, users have said they would prefer the login image be visible through the right hand column with only the login box being solid.
  13. 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 content within the tiles, for all tiles in the widget (if Centred, then the text justification should also be set to Centered) Links Widget - For the links configuration, can we have the Description field set to Multiline instead of Single line? This is primarily to make it easy to see what text has been entered in this field. I don't expect multiline formatting to be rendered on the Widget though. Links Widget - When creating / updating links in the Links Widget configuration, the list of links under the "Configure" tab should match the formatting set (ie. the background and font colour) so we get a preview of what it will look like when we press Save, before we Publish. Links Widget - Is it possible to not make the Address mandatory? I've found myself using Links more than the Text widget to display information, like events, and to prevent users from navigating away when clicking on a non-navigable link, I put a hashtag ( # ) in the Address field. Alternatively, could it be possible to have a "List" Widget that works the same way as Links, but with potentially more functionality related to lists? Service Portfolio - Can we have a way to generate the Employee Portal URL to the Service itself, from within Service Portfolio? I was thinking on the first page you access when opening a Service, you have a button to "Copy link" which we can then paste into the Employee Portal Links Widget. Alternatively, the link is readily available somewhere on that page. This will make it easier for those who find copying a URL and changing it difficult or too "Technical" as some will say. Employee Portal - Can we have the ability to configure the maximum height against all widgets? If there are multiple widgets in a row, and both have a maximum height set, then the highest number will take priority. Text Widget - Can we have HTML formatting in widgets using the likes of CKE Editor, with basic CSS support? CKE Editor should be fine for most people, but for those who want a bit more control with CSS would benefit from it. Employee Portal? - In addition to Domain Categories, can we also have Subcategories? From a non-technical user perspective, when filtering the My Services widget for example, having multiple of the same category (ie. Applications, Applications - New) in the same list, to display any Current and New Services is confusing. If we could have Domain Category Subcategories, then for each Service, we could set this alongside the Service Domain and Category. 1) This will make it easier to filter the Service Portfolio list too to find any Services where the Domain Category Subcategory is set to "New" without having a messy Category list 2) It is easier to select the Subcategory (if the Service Domain + Domain Category has any) in the My Services Widget. My Requests Widget - Could we have the ability to filter the list of requests by Service Domain and Category? Employee Portal Services pages/Services Portfolio - Could we have the ability to configure the Services Pages themselves? Maybe from within the Services under Service Portolio? It does feel slightly disconnected from the Employee Portal - though just might need to be something we need to get used to. It would be nice to configure the formatting of the Catalogs page to start with (ie. to include a border and background colour to the services) Thanks, Samuel
  14. 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....
  15. Hello I have received a request to change the list of available columns in the request list to include the text from the latest update in the timeline (just like with Summary) I think confusion had arisen from Last Updated and Last Updated Date effectively showing the same thing albeit differently, the users expected to see the Last Update Text. I understand that the number of characters may exceed the maximum allowed to populate this field so perhaps it could show the first x number of characters. This would help agents to see the current status of all calls from one view rather than clicking into each one in turn. I hope this makes sense. Many thanks!
  16. I see that resolution categories are defined against a service. We have received reports of instances when an incident was presumed to be one service but then the resolution was provided by a different supporting team. That team was passed the call but they could only see the initial service's resolution categories rather than the ones used by the service the call should have been logged against. I guess one way to deal with it is to give all services all resolution categories but that seems to negate the purpose of picking resolution categories for a service in the first place. Would it be possible when reassigning a call to present the resolution categories for the services that team supports? I'm not sure I've explained that one too well but I'm trying to avoid a situation where the supporting team are presented with a call they cannot pick the appropriate resolution category for. I hope this makes sense, if there is something obvious I am missing here please let me know. Many thanks
  17. Hello, I was wondering if it would be possible to add some further customisation options to the service portal. It would be really nice if we were able to allow for multiple splash images and cycle through them on a carousel for a given period of time, eg each day of the week, month of the year I have had a suggestion to have make our background image vary depending on the month and I agree it would be nice to see something seasonal. It would also be handy if we could add text widgets so you can say things like 'for trouble accessing please contact us at' etc Many thanks
  18. Hello While recreating reports which were created by a colleague who has since retired I have noticed that the filter within service manager reports is a bit limited. https://admin.hornbill.com/[instance]/app/com.hornbill.servicemanager/reporting/ It would be really useful to see which of the reports are scheduled and what the schedule status is (ie running, expired, failed) so you can easily identify which of a list of hundreds of reports require attention. It would be even better to see next scheduled run and report recipients too If these were added to the columns I imagine the filter would then be able to pick them up. I would imagine these additions would be useful for other areas of reporting also. Many thanks
  19. Would it be possible to tweak the means people assign to teams? We often are asked to assign to a specific person but best practice is to assign to the team which that person belongs to. Currently, we can look that co-worker up and see the teams they belong to and assign the call to that team It would be useful if when selecting a co-worker rather than team that the list of available teams then is filtered by the list of teams that co-worker belongs to. That way the agent can assign the call to that co-workers team without breaking out into another tab/browser. I hope this makes sense Many thanks
  20. Hello Currently, when trying to reorder the list of questions in a custom form we can do this by clicking the up and down arrow. Is there any way we can use a drag and drop to reorder the list? The reason I ask is that often clicking the up and down arrows repeatedly can lead to the wrong item being raised/lowered in the list. Many thanks
  21. Hello, We have made a decision to implement a closure category which would link to a decision in the business process to email a specific team. The process itself works wonderfully, the challenge we have is that using the closure category would only work if the user logged the call via a catalogue item that utilised the business process with that automation built into it. What we would like to do is implement this across our BPs and wondered whether there is a better way to do this than updating each of our BPs manually. In addition, if this becomes beneficial to the business then other departments may ask for the same functionality and so we may need to make further bulk updates in the future. Is there a means to apply this change across multiple business processes or do you have a recommendation to do this more efficiently? Many thanks!
  22. I was wondering if it would be possible to enhance the filtering so that in addition to the filter you could colour code results that match additional criteria? Say, for example, your filter was set to see incidents and requests, assigned to the access team that are in an open or new status. It would be nice if you could then add a highlight for specific criteria that you could define in your view, for example, requests or incidents that have not had a response in 4 hours, those that are set with a high or major priority. I am aware you can define views for those specific types of calls and that the priority already has its own colour coded column but I think it would be useful to add colour/font highlighting to an existing view. There may be a particular type of call that would need to be identified urgently so adding a form of highlight to them using filter options would be helpful. I am currently looking for call summaries that begin [SP] and have set up a separate view to filter calls that contain \[SP\] but I would much rather highlight them in my request list so I don't need to flick between views. I hope this makes sense.
  23. 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
  24. Good afternoon, In the process of asking teams for potential improvements a number of our staff have asked for an improvement to the results when searching for requests in Hornbill. Specifically, this relates to the global search box. When used, the results appear in what I presume is closest match order however the results can neither be sorted or filtered in the same way the requests list can. I am aware of the drop down that allows you to filter before submitting the search but it would be more useful to filter after the search. The requests lists filters also give us more options which I would expect in the requests search like date range (raised/updated/resolved/closed/reopened) Would it be possible to look at adding this type of functionality to the results? I have suggested our users turn to the requests list to search requests but I do feel the power of the request list search is lacking from the global request search.
  25. 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
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