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  1. Can we request an enhancement to the Document Libraries to add the ability to filter options. Owner Show in User Library List Show in Customer Portal Library List We have a large volume of libraries we share access to to via a group, so we can all administer them in case of a colleague is away, so in the current default display we get a very long list, hence the Owner option. In terms of the latter two, you have to go into each library to find those which are enabed. Cheers Martyn
  2. I use the Manage Executed Processes view a lot for troubleshooting. It is great at flagging the node where there is a failure or suspension. However, sometimes it's not clear which route the Request has taken to get to a certain point and this route is key to finding and fixing issues. Sometimes we assume it's gone one direction when it went another that can take time to find out. It would be VERY useful if the workflow view highlighted the nodes passed through and thus the journey the Request has taken. I guess this would mean adding a binary flag to each executed node that could be drawn-out in graphical format and might look something like the below. Here we can see that the flow took a right turn at Infra and that the Priority was not already set. That would be useful huh?
  3. Afternoon All Hope you are all safe and well. Please would it be possible to help/advise with the below? Thank you. Currently, the Change Calendar can be filtered by the following: Request Type (Change, Release, All) Service (IT Services etc) Authorisation Status (Unauthorised, Authorised, Rejected, All) If possible, we would like to be able to filter the Calendar by Request Status (i.e. display only Open or On-Hold requests, only Resolved or only Closed requests) and having some kind of colour-coding would be even better if that’s possible. Due to the large number of Changes and Releases we have, this would help to make the Change Calendar much more useful on a day to day basis. Kind Regards Ann
  4. Hi all, We would like to be able to add a link to the change calendar inside our employee portal. Certain members of our IT department don't need to log or manage tickets through the IT agent portal, but would find access to the change calendar useful. So our IT Business Analysts and IT Project Managers, can gain visibility of what's going on, and avoid any potential conflicts when planning project activities. We wouldn't want to open this information up to all, so we would need it to be controlled with a permission, that we can add into our IT Business Analysts and IT Project Managers profiles. I can't see any ability to do this currently, so could I please request this as an enhancement? Many Thanks.
  5. At the moment there is a system wide setting which set the visibility of the timeline entry of an email update applied automatically to the Service Manager request by the Email Routing Rules, however it would be really useful to be able to override this setting at the rule level if required. In our case we have the setting set to customer, so when an email is received with a matching request reference in the email subject the request is automatically updated with the customer view able entry. However for internal emails, i.e. where we would use the 'domain' criteria in the rule criteria, we would not want them to appear as customer view able updates and therefore would want to override the default to make them team visibility. As it stands at the moment we have filter out the internal emails and update them manually. Hopefully this could be looked at as a enhancement, as i think this would be useful to other users as well. Cheers Martyn
  6. @AlexTumber Is there any update on having the ability to cascade the addition of a new Member on a timesheet category to all the sub categories within the parent category? At the moment you have to add the new member at the Category level, then click each sub category in terms to add them. When you have around 30 to 40 sub categories this is quite time consuming. Cheers Martyn
  7. Hello, In the Request List view, we'd like to be able to see which requests have other requests linked to it. Would it be possible to add a column that just shows a count of the number of requests that are linked to a request please? Many thanks, Alisha
  8. Related to our earlier post about the ability to copy a whole service (link below), we would also like to request the ability to Copy Subscribers. Like other parts of the system when dealing with Roles or Organisation objects you have the ability to copy the members to the current object, which is especially useful when migrating or replacing existing roles/organisations. The same is true for Services. We are going through a review of our Services at the moment, consolidating some of them down, so having the ability to copy subscriptions from the previous services would save so much time, rather then having to do this one by one, entering the subscriber. Cheers Martyn
  9. At the moment when adding a document you can only share to People (aka Co-Workers). When dealing with large volumes of documents it is much easier to administer if permissions can be assigned by Group and Roles. This would also mirror the available options in Document Libraries. Cheers Martyn
  10. Hello, I want to look at adding a live service status page within the new employee portal. Is this in development? Something similar to a list of systems/apps and a traffic light colours for availability. Thanks
  11. 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
  12. Can we request a new additional Portfolio Status value for Service. At the moment when you set a Service to a portfolio status to 'Retired' the service is no longer visible on the portals or live user app, but also the customer can no longer search for or view their previous requests under the service by the historic URL link. Can we ask that a new 'Archived' status is added, which has the same impact on visibility of the service the portals/live user app, but the requests logged under the service are still included in the portal request search and historic request URL links. In the real world operation of the Service Catalog, there will be many service changes which will necessitate the 'archiving' of services, but it is important that co-workers/customers can still access their historic requests. Cheers Martn
  13. Can we request an enhancement to the current 'Upload Document' dialog to make it easier to user when loading multiple documents in a row. Third Button - 'Create and Add another' completes the create process but returns the Upload/Drag here dialog to add another document rather than the properties of the document you just uplodaed. When 'Active' status selected, option to share immediately to a library is provided within the dialog itself. Cheers Martyn
  14. Building on Samuel requirement we would like to make further and more extensive use of the Bulletins to engage with our customers (external though would equally apply to internal contacts) to get them to log into the customer portal for information and updates, not just to log/update requests. To this end it would be useful for customers to be able to enable notifications per service, so that when a new bulletin is added (or edited) those customer who are subscribers of the service and have enabled notifications for he service are sent a email with summary information and link back to the full bullentin in the portal. It would also be useful to have to have the ability to add a more detailed description to the bulletin as well as the text displayed as part of the image banner, which is then visible on a Bulletin tab within the service. The tab could list all the current published bullentins for that service and allow them to sort/filter them, then clicking on the ones they want to read in more detail which would then display the more detailed description. Also similarly to 'All My Requests', there would also be 'All My Bulletins' options as well to display the bullentins tab, listing them for all subscribed services with the added ability to sort/filter by service(s). Our aim is to get the customers to use the portal as a resource and somewhere they regularly log into, not just when they have a problem. Cheers Martyn
  15. Is it possible to get a Users Department added to this list so that we can use {{user.department}} in PCFs to show their department as a variable.
  16. Linked to our earlier posts we would like to request additional 'Data Query' options for use in both current Progressive Capture forms and hopefully in BPM Human Task fields. Organisations (already requested by @Paul Alexander) Service Name (Service ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by subscriptions of current user/contact context. Service Calalog Name (Catalog ID Raw) - filtered by suppling a Service ID. We are trying to implement with the BPM the process to update the service and catalog of an existing request, but the current limitations of using a hard code list or simple list in the real work Service Catalog is not practical to implement. Being able to used dynamic 'Data Query' sources would allow the BPM to be configured to present a list based on the context. Cheers Martyn
  17. At the moment though you can link assets together, there is not option like in requests to raise a new asset (copy) taking over the details of the current asset. Can we raise an enhancement for the ability to copy an asset from both the asset form and via the asset list view. In our case, we have annual licenses which are issued each year, so we would want to copy the current software asset and then create a new one which as a new license code/expiry on it. I could also see this being applicable for hardware assets where a unit is switched out such as a laptop, where the disk may be move the replacement machine. Cheers Martyn
  18. Can we raise an enhancement request to have the option to 'Archive' as Workspace, in addition to the current hard 'Delete' option. In other parts of the system we are able to archive/retire entities, but not in Collaboration Workspaces. The idea would be the Archive Workspaces would be excluded form the Global Search and only be visible to the owner. Cheers Martyn
  19. We would like to request any enhancement to BPM Human Task node to be able to use "Data Query" type sources for fields as well as the simple lists, as already present in the Progressive Capture, so the same sources can be used in both at when logging the request and during its lifecycle. Cheers Martyn
  20. Though you can link Assets to external contacts, you can on see these in the Asset Request List or from a Request itself. Can we request an Asset View on the Contact screen just like the options for 'Requests' and 'Services' which are already present. Cheers Martyn
  21. Though you can link Assets to external organisations, you can on see these in the Asset Request List or from a Request itself. Can we request an Asset View on the Organisation screen just the options for 'Contacts' and 'Requests' which are already present. Cheers Martyn
  22. Can we request an enhancement to the Update Request > Service to be able to pass the Catalog ID as an additional option as well as the Catalog Item name. This is because the Catalog Item name will often change but the ID will not. Cheers Martyn
  23. Hi Team We want to force the use of a closure category and whilst that is possible when closing a ticket when its open its not if you close it from the request list. We will be relying on using a mix of both request and close category's so it is essential for us to force this to alleviate human error. Hope this can go on your list. Thanks
  24. Can we raise an enhancement request to have a setting to control the rendering of HTML Href within emails when emails are used to log or applied to Service Manager Requests. The setting is to determine what element of the Href is rendered into the text used as part of the timeline updated, i.e. the 'link text' or the 'url' value. At the moment the email rendering to textual timeline inserts the whole 'url' and not the human intended 'link text'. With the introduction of new security features in Office 365 in the form of Safe Links in Microsoft Defender for Office 365, embedded 'url' for Href in emails are encoded in a very long url which redirect all links to via the Microsoft's Safe Links dynamic checking facility rather then the original source url. https://docs.microsoft.com/en-us/microsoft-365/security/office-365-security/atp-safe-links?view=o365-worldwide#:~:text=Safe Links scanning is enabled,Block the following URLs" list. As these links are very long and also do not represent the original embedded link in a human readable form, we would like the setting to be added so the Href 'link text' is inserted into the textual timeline and not the 'url'' content. Without these setting the timeline entry become blotted and unreadable very quickly. Cheers Martyn
  25. Hello all, We use the Hornbill SQL User Import utility version v2.2.6 to create our Hornbill User accounts. When a user has left, the account is set to archived, but it retains the security roles and retains user account type. We have confirmed that the account we are using has the User Import role, which allows managing, creating and updating of users. We would anticipate that when the user account is set to archived the account would revert to basic and user roles stripped as an update. But the user import utility is not doing this. Are we missing something, or is this by design? If it is by design, would it be possible to request this as an enhancement? Many Thanks Adam
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