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Found 134 results

  1. Related to my earlier post below, it would be useful to be able to join multiple tables in the the Measure 'Data Source' definition, so that criteria held in related tables can be used in the measure source. Cheers Martyn
  2. At the moment it is only possible to create a measure based on a Table object, but with relational database architecture used in the platform there are often selection criteria held in a related table hence it would be useful to be able to create a measure on an entity. Cheers Martyn
  3. For analyst to be able to see and create views on the feedback star rating of calls, it would be really useful to have the 'Feedback Start Rating' field as a standard column which is visible on the Request List and can be used in views/charts. Cheers Martyn
  4. Related to my earlier post (link below) - I am trying to setup some charts for our individual analyst to view their own feedback rating however there is not the option in the criteria drop down for rating 'Not Set' i.e. Null. Can we request the option for 'Not Set' is added to the criteria options. Cheers Martyn
  5. 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
  6. As we are primarily an external support focuses organisation, we have a large number of organisation and contacts within them. As we provide multiple different services to the same organisation, it would be really useful to be able to support multiple primary contacts, with specifying a 'Primary Contact' type which is a custom set list of types, for example 'Technical', 'Legal', 'Out Sourced IT', 'Accounts Payable' etc. Cheers Martyn
  7. Could the reporting 'Request' entity be extended to include details from the linked service. For example at the moment we report on requests grouped/selected by 'Service Category' , so we have to use the SQL Designer process to join in the Service table rather than being able to use the entity method. Having the Service as part of the 'Request' entity will allow access to other fields in the Service Table such as Status, Serive Owner etc as well as the Service Category. Cheers Martyn
  8. 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
  9. Can I request an enhancement to add a new BPM Automatic Task node to check and output a result which can then be used in a subsequent decision node, to indicate if the the current date and time is within or outside of the Working Time Calendar associated with the Service Level Agreement associated to the current request. The reason for this is so that we can trigger alternative actions if the request is logged out side of working time on the portal, but is of sufficient priority to need to additional notification actions to personnel on call. Though we can achieve this partially by auto assignment and picking up when no analyst are online etc, this is not foolproof and it would be better to do this base don the working time calendar rather then relying on analyst to rember to logout/set their availability manually. Cheers Martyn
  10. Afternoon all, We are trying to set up some custom views so that we can sort by who is a member and who is not a member. There is a option to sort by Member "is" however there is not a way to sort by Member "is not" is this a bug? or can i put in a request for this to be added as a feature? IS there another way i can pull up this information at this moment in time? Hayley.
  11. 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
  12. The Phone action is missing from the 'Change Request' request type in Service Manager. This seems to have been missed when the changes where made to make this request type accessible/applicable to external customers. Cheers Martyn
  13. Hi all, Love the changes to the service portfolio so far. I do however have a couple of little requests (I know, you could see that coming a mile away) 1. Would it be possible to display the active request types on the service list somewhere? (Screenshot example attached, apologies for the poor quality) 2. Would it be possible to further filter the results based on visibility? (I.e. If a service has SRs but none of them are visible to the analyst and only visible via the portal could we hide said service when selecting Raise New > SR?) As I said at the beginning, loving the changes though! Thanks Dan
  14. Would it be possible for the Code Samples section on the 'api.hornbill.com' be extended to include Go and Python, to match the languages for which the provided api libraries? Cheers Martyn
  15. Hi all, Would it be possible to add a node to get the customers info into the PC. We have captures that we need to filter based on a users team or dept and doing it after the request has been logged causes some frustration as we then require authorisation from people and it causes delays and other issues. Thanks
  16. With the further expansion of SM into our business it would be very useful to be able to set the resolve by date with a variable from a PC. Other departments which are currently using SM don't really have SLAs and tend to work to a 'required by' date. This could be days, weeks or months in the future and are totally fluid. Setting a resolution timer to this has proven difficult to the point that most teams outside IT don't bother, which means they are losing a valuable measure of service improvement. Allowing us to set the resolve by date with a variable would allow a timer to be used in these cases.
  17. We had an occurrence during a import load at the BPM Spawning stage where it overwhelmed our instance, causing http 502 response and the import process hanging. Would it be possible for the import tool to pause when it gets this type of error at this stage and await user input before retrying and continuing, to avoid having only partial BPM's spawned? 2019/03/22 14:07:18 [DEBUG] Spawning BPM [idox-open-objects-sr-slm] for [IDXSR00088697] 2019/03/22 14:07:18 [DEBUG] BPM Spawned: BPM20190322000769 2019/03/22 14:07:18 [ERROR] API Call Failed: Associate BPM to Request: Invalid HTTP Response: 502 2019/03/22 14:07:18 2019/03/22 14:07:18 [DEBUG] Spawning BPM [idox-open-objects-sr-slm] for [IDXSR00088698] 2019/03/22 14:07:18 [DEBUG] BPM Spawned: BPM20190322000770 2019/03/22 14:07:18 [ERROR] API Call Failed: Associate BPM to Request: Invalid HTTP Response: 502 Cheers Martyn
  18. Can the current Hornbill Request Import V1.2.0 be updated to include the following additional capabilities. Support the import and matching of Sub Status, only current supports parent status. Support the import and matching of Service Level Agreement and Service Level's. Extend current supported request types, Incident & Service Request, to include all other types, i.e. Change, Problem, Known Error and Release. Also as per the SQL Contact Import also support MySQL v8 connection with the new authentication method. Cheers Martyn
  19. Hi, Could we have a change to make the authorisation email with the approve/reject buttons send to the new user if the task is reassigned for any reason. I have had to reassign a few tasks due to people being on annual leave and the users are not aware they have anything waiting for them (or even how to get to it) if the authorisation task is reassigned to them. Thanks Dan
  20. Would it be possible for the Request Cleaner to provide a affected count of the number of records which will be deleted prior the confirmations and also include this in the progress updates as well as the current blocks? Cheers Martyn
  21. At the moment the Update Request Service Level option (screen shot below) only allow you to re-trigger the setting of the Service Level base on the rules. Can we new option be provided to allow the same functionality that is in the User App where the Service Level Agreement and Level can be changed. If this option can include the injection of variables as well as hard coded values. https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Cheers Martyn Martyn
  22. 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
  23. We are attempting to use the SQL Contact Importer to load the contacts for next service desk we are going live with on the Hornbill platform, but the Hornbill SQL Contact Importer is failing to connect to our source MySQL 8.0 database due to the version of the MySQL due to the version of the go-sql-driver used in the tool. Can the SQL Contact Importer be updated to use the newer driver please. Reference https://www.pixelstech.net/article/1531316568-Fix-this-authentication-plugin-is-not-supported-issue-while-using-Go-to-connect-MySQL-8 Thanks Martyn
  24. I believe this may have already been raised before, but could not locate a post, apologies if a duplicate. Can the ability to add descriptive (Description) text to the standard 'Request Details' form fields be added. We are not able to use the custom forms using the h_summary and h_description fields as these do not pre-populate when logging requests from email or linked requests. Cheers Martyn
  25. As it is now possible to make Change Requests view-able on the portals, which we have now done, we would also like the same Feedback options as available on Incidents and Service Requests to be available for Changes as well. Cheers Martyn
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