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Found 223 results

  1. We use several custom forms in our progressive captures. If I add a regexp validation to a field there is no way to display the validation error message in the customer's language. There is no translation function.
  2. As per previous post (link at bottom) this is an enhancement requests for the addition of an option for 'SelectList' along with the current 'Text' and 'Number' options in the JIRA Create and Update Issues methods, so that the api call format below can be used. https://developer.atlassian.com/server/jira/platform/jira-rest-api-examples/#creating-an-issue-examples Cheers Martyn
  3. Extended the current JIRA Cloud and On-Premise iBridge integration methods for Create and Update to allow access to the standard field 'versions' which is a multiselect array type. Not able to populate or update this using the custom field array type option. As this is very often a mandatory field in JIRA as it is used for development/release management, we are not able to raise requests where this is the case. Cheers Martyn
  4. As suggested by @Victor, here is one situation where, from time to time, we needed to UPDATE a request. We have active the star rating and questions in customer feedback for requests but, from time to time, the customers make mistakes on providing feedback. The most usual situation is when the customer gives 5 star rating but they answer all the questions (we have 3 questions) as "very dissatisfied". Once the feedback is provided by the user, it can't be changed but, when we realize that this contradiction appears in a request (5 star rating with 3 very dissatisfied answers), we double check it with the customer and the customer always accepts that he/she made the mistake. In this situation we used to UPDATE the answers for what the customer wanted to answer. Now, with the limitation introduced by ESP Build 3237, we can't do this anymore.
  5. Can I request an enhancement to allow the restriction introduced in ESP Build 3237 - "Enforced checks for Database Direct to only allow SELECTs for production instances" to be configurable by a permission or system setting, as we often use additional SQL commands in the Admin Tool Database Direct to correct or update records especially when undertaking data migrations into our Hornbill Instance. Cheers Martyn
  6. When using Routing Rules and the Service Manager Templates to create new requests from emails, can the timeline entry be expanded to include the source email address as well as any CC: addresses, as at the moment it only displays either a matched contact or undefined contact. Undefined Matched contact Cheers Martyn
  7. The current 'Wait for Request Update', is only applicable to the first update made to the request in its lifespan. If the suspend node in is used in the BPM process after a single request update has already been made, it will not suspend. As such, support confirmed this is working as designed, so is only really useful for pausing new requests at the beginning of the workflow. Therefore this is a enhancement request to provide a new suspend option 'Wait for New Request Update', which will suspend the node at any point in the BPM and irrespective of whether there has been previous request updates and await a NEW update being made. As with the other suspend nodes, this should also include the expiry period option. Cheers Martyn
  8. Currently the 'Wait for Status Change' node only completes when the primary 'Status' changes i.e. from 'OnHold' to 'Open'. It does not trigger is the SubStatus is changed within the same parent 'Status', i.e. changes from 'Open->Pending with AM' to 'Open->Pending with Analyst'. Can the node be extended to have the option to trigger on a change to the SubStatus or can a new Suspend Node be for this. i.e. 'Wait for SubStatus Change'? Cheers Martyn
  9. Can the Suspend node such as 'Wait for Request Update' node be updated as include the application of the Working Time Calendar (WTC) to the 'Expire' period? Appreciate at the moment this will be just the default WTC, which may be different to the linked SLA WTC, but this would be a start and allow us to set the expire period taking into account working days at least. Cheers Martyn
  10. Following discussion with Hornbill Support regarding issue with on hold duration and suspend await expiry nodes, it was confirmed that Service Manager BPM when using the 'Apply WTC' option to calculate on hold periods, does not use the actual 'Working Time Calendar' associated with the Service Level Agreement the request is assigned to. What it does do is use the Working Time Calendar specified in the Service Manager setting "guest.app.timer.defaultCalendar". As we operate services over multiple time zones with different operating hours, this means that this option is not usable in its current state. Can we request an enhancement for the 'Apply WTC' option to query the linked Service Level Agreement (SLA) on the request to obtain the linked Working Time Calendar (WTC) and use this in its calculation. If there is no linked SLA, then the WTC specified by the current default setting can be used as per the current behaviour. Cheers Martyn
  11. Linked to my earlier post below, can the Simple List Value column length be extended from 64 characters to 256. We are using this for Enterprise Integration and need to include raw values longer than 64 characters. In our case we are passing filenames to the iBridge OneDrive cloud automation nodes. Cheers Martyn
  12. If we are seeing a common issue within the company we normally raise a problem or known error and associate all the relevant calls that have been logged to them. When we close that problem or known error is there a way for users of all the calls that have been associated to be emailed the resolution? Not sure if this in existence, if not it would be very useful as did exist in Support Works.
  13. Hello, Please could we have the ability to add descriptions when linking Incidents to Problems? In the same way that we can add descriptions when adding connections to a request? Many thanks, Alisha
  14. We use a large number of Simple Lists and are hitting an issue with the 'Display Value' column width, which appears to be limited to a maximum of around 64 characters. Can this be increased? Cheers Martyn
  15. In order to undertake more complex measures and to be able or retrospectively regenerate them, can we request an enhancement to be able to insert the 'Date Ranging Column' start and end date/time stamps in the 'Query where clause'. For example we want to set a measure that obtains the number of open requests at the end of a period, so we would do a count on requests where the Data Logged is before the end of the period and the date closed is null or after the end of the period. Cheers Martyn
  16. Hi, I have access to several boards (3 pages worth) - there are some that I access on a daily basis that I would like to 'favourite' so that I can access them straight away rather than scrolling. This is similar to the favourite function in Supplier Manager, where you can access your favourite suppliers by clicking the heart icon. Could a similar thing be added to Board Manager please? Thanks Lauren
  17. Hi, I know we can skip un-used stages in the BPM and it sets them hidden, I however would like to go one step further and add a node which you can set the visible stages manually. I am combining a number of our IT Change Control processes into a single form and BPM but I dont want to have a lot of un-used stages shown until the very end. If the user selects Normal Change in the PC it would be useful to use a node to only show the Normal Change stages right at the very beginning. We have a process for emergency/normal/standard changes (same stages) but also for scripts/server decommissioning/firewall changes/server builds/logging changes with 3rd parties Although they all fall into the emergency/normal/standard change types the actual work behind each type is vastly different so being able to show/hide stages in this way would greatly help.
  18. 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
  19. @Steve G Would it be possible to form the JIRA 'Comment Issue' to return a status parameter similar to the 'Update Issue' so we can then branch in the workflow based on the outcome. We are to get around the absence of this on the 'Create Issue' node as we can check if the 'key' parameter is set as a means to determine if the integration step was successful. Cheers Martyn
  20. Can I raise an enhancement to provide a Request Attachment Importer tool. Like the current SQL Request Import tool, provide a mechanism where the attachments information containing the case reference, visibility and file path can be queried form a database and the tool loads the attachments against the referenced requests. It it could also have the ability to match the case reference to a custom field/External Reference field, so that the source only has to have the legacy unique ID in it. Cheers Martyn
  21. We are in the process of trying to convince one of our other service desks in our wider group to migrate to our Hornbill Service Manager Instance from 'Salesforce Desk'. One of the features they use extensively and is one of the blocking issues, is there ability to add multiple tags/labels to there requests which they then use as part of there process for identification and searching/selection. As Requests can have multiple tags/labels associated with them and they are not necessarily sequential nor singular we cannot utilise sub states to emulate them. Example screen shot below show how these are presented, with them being coloured coded and appended in front of the subject line. Are there any plans to offer a similar Tag/Label facility in Service Manager? If not can we raise this as an enhancement to provide the following:- Admin Tool - Setup Tags/Labels and assign colour coding. Requests - Add/Remove Tags/Labels from predefined list. Request List - add as additional column for display Request List Views - add as an additional field criteria. Cheers Martyn
  22. We are wondering if we can request an enhancement to have conditional questions in the feedback e.g. if they choose 3 stars then we ask for what we could of done better or if they suggest poor feedback we can prompt for them to explain the poor feedback
  23. 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
  24. 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
  25. Hi, We have servicemanager.portal.requests.showStaffRequests enabled to allow people to see the requests in the system for anyone they manage. This is a requirement for some teams on IT Services. However, we are potentially interested in adding a service where the ability for a manager to see requests raised by someone they manage could be problematic - it's a HR service. Is it possible to restrict the ability by service? I.E. allow managers to see requests for those they manage on say the "Account Management" service but not allow it on the "HR" service? If not, is there anything in the pipeline? Thanks Chris
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