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Found 157 results

  1. 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
  2. Linked to our previous post (link at the bottom of this one), we want to implement a progressive capture process which one of the fields is a dynamic list of values which we want to create using a database direct SQL query on the Hornbill Instance, rather than having to duplicate data in simple lists which is not practical. We are wanting to query a subset of organisations which have a certain industry type, to be used as the source for the dynamic drop down selection. This is in support of our previous post (link at the bottom of this one), where we are trying to implement Internal Services Requests that would be raised by our Project Management Team to manage subscription of services through Hornbill itself automatically, rather than having this to be done manually which is both a overhead and can be prone to errors. I can see that the ability to create dynamic list from a database direct sql query would be useful for other users and organisations as well. It would need to support the returning of two columns, one as the Raw Value, i.e. organisation ID, and a display value, i.e. organisation name. Cheers Martyn
  3. At the moment you can only have one Request List 'Personal Dashboard' which you access via clicking on the icon to "Switch to My Dashboards", which then displays all views with a configured chart. When you have only a small number of charts configured this is not too bad, but once you have a growing number this can be quite cumbersome, slow to load and put unnecessary load on the instance. Can the system be enhanced to allow the creating multiple 'Personal Dashboards' and when setting up charts you tick which 'Personal Dashboards' the said chart will then display on, i.e. none, one or multiple. Then when you click on the button as is you see all as you do now, but if you click on the drop down you can select the 'Personal Dashboard' you want to view. This will mean the output is better formatted with only the charts you need for the actions you are currently taking, as well as reducing the unnecessary database load of querying every chart data source, therefore providing a faster response to the end user as well. Cheers Martyn
  4. Can the 'Apply to Request' action from Shared Mailbox, be updated so when the email is attached to the timeline in the Service Manager request, the update includes any CC: recipients, so it is consistent with the way emails sent from Service Manager are displayed in the timeline. This will help analyst identify any new connections which need to be added as well as save time as they will not have to use the 'View Email' option to see this information. I thought this had been logged before but was not able to locate this via the forum search. Cheers Martyn
  5. The majority of the service desk we operate on our Hornbill instance are externally facing and we are now looking to bring on two additional desk from other parts of the group, where email iteration is key. These new desk the user base are field or mobile based external customers in the Petrochemical and Medical/NHS environment where it will not be piratical for them to use the Customer Portal. It is important we can communicate effectively with the primary customer and connections on the request using emails generated from the BPM workflow. At the moment the disjointed Email Customer and Email Connections nodes are not really fit for this purpose as separate emails are sent and with the latter you have to call the node twice to send the email to both impacted and interested connections. Plus the fact that it is in essence separate emails and the connections are not aware of who has also been included with the communication. In short we would like to request the enhancement of the Email Customer/Contact node to add the following options, so that just one email can be sent, just like it can be done from the Live user app on the email action on the Request View, with the appropriate connections included. We would like to propose the following 1. Additional parameters for CC: BCC Subject Line Importance Sensitivity Above CC/BCC parameter have the option for Manual entry with variable injection Impacted Connections Interested Connections Impacted and Interested Connections Cheers Martyn
  6. At the moment you can include the custom fields from the 'Contact' but only the Organisation field from the contact. Can this be extended to allow the optional display of organisation fields and in particular organisation custom fields, as we use these to hold information such maintenance expiry date, support level and whether they are hosted etc. The aim is that this information will be presented in the Request View - Customer Section, so the analyst does not have to open up the organisation page to see them. Thanks. Martyn
  7. When raising a new request or applying an update to a request manually via the Shared Mailbox there is no language option and the system applies the language of the analyst processing the email. In order to support a multilingual shared mailbox there needs to be the options for Language drop down defaulting to the analyst setting, but containing all activated languages in the instance. Where matched contact, highlight the default language of the contact in the language drop down. Provide the translate option when viewing an email based on the language drop down. Use the selected language as the setting on the request/timeline entry created by the process. If theses could be looked at as enhancements to complete the setup of multiple language support, especially for those of us who provide external support and still have a significant email communication stream. Cheers Martyn
  8. Hi, I see that when an update to a request is done to the Update action with the Enable Notify Customer selected it will send an email to the customer to say there has been an update to their request. However if a user updated any of the other action items, except the email action, there is no notification sent to the customer to say it has been updated. A work around at the moment is to preform the action on the action Tab (Attache an attachment) and then update the Update Action tab to say this has been done. Is there away to get an email notification when other action items have been used. Thanks, Sean
  9. Like the option to change the visibility of time line update when it has been set incorrectly, there should also be the option change the language of a timeline entry if it has not been set properly, so that the translate option can be triggered. Cheers Martyn
  10. Related to my other post below, can a new configuration option be added to routing rule to enable the auto addition of connections on to a Service Manager request when it is logged or updated using the routing rules. The idea being that any matched existing contacts or coworkers referenced on the To or CC lines are added to the connections on the request. Cheers Martyn
  11. We have a ever growing list of views setup in our request list, both individual and shared. Consequently this is becoming harder and more time consuming trying to scroll down to locate a specific view. Can a Filter field be added to the View drop down covering both your own and shared views, akin to the one on Team drop down, so it easier to get to the view you want more easily. Cheers Martyn
  12. 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
  13. I notice that there has been a change to the display of the activity whereby it now shows an icon for the due date. This seems to make the activity appear larger which wastes a lot of space if you have a lot of activities. Would it be possible to suppress the display of the icon if no due date is set?
  14. 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
  15. When a request is created via the Email Routing Rules 'raiseNewRequest' and also for updates with the 'updateRequest' the request/timeline update is not set as the default language of the matched contact. This means the translate option it no triggered when the request is viewed by an analyst who has a language setting different to that of the contact, which then causes issues when dealing with request on a multilingual service. The routing rule creation or update should apply the language setting from the match contact to the automated update. Cheers Martyn
  16. Can the timeline insert made into Service Manager when using the 'raiseNewRequest' and 'updateRequest' include the details of those who where CC'ed into the email, so that the format/display is consistent with the content displayed when sending an email from Service Manager. This make it easier to spot new where new connections need to be added, without the need to open the linked email. Cheers Martyn
  17. We have a number of enterprise processes which we want to implement and automate in Service Manager, however as they include attachments which need to third parties outside of Hornbill, we are not able to implement them. Can the BPM Email nodes be extended to include the option to include attachments, even if initially it is the basic option to include Customer Visible ones, Team Visible ones or both? Cheers Martyn
  18. Linked to the post at the bottom of this one, can the Time Sheet option on the Shared Mailbox be enabled so that we can also record the time spent against raising new requests and applying updates from the shared mailbox on to Service Manager requests? The options is there but does not seem to function or setup. Cheers Martyn
  19. At the moment you have a 'Title' field in the Measure which is both the actual name of the measure and also the display title of the said measure. When you have a large volume of measures like we do, we use a structured naming convention to organise them, however this means that when the measure is displayed it has the same name, which is not ideal. Therefore can the current field be duplicated, so there is a 'Measure Name' and 'Title', with the latter the display title that is used on display. Initial for existing measures, they would be set to the same value. Cheers Martyn
  20. Linked to my earlier post (below), we are looking to implement a BPM process to trigger after feedback has been provided on closed request. In order to branch following feedback has been provided we will need the Get Request Details node extending to include the Feedback (h_rating) field form the primary request table. Our objective would be then to log a follow up customer feedback service request against the service owner when feedback rating is provided and below a certain level. Cheers Martyn
  21. We now have the ability to Lock individual posts on Workspaces which is a great help. However there are some Workspaces which have historic content on them which we wish to retain with direct access by users and also via the global search, but do not want any further posts to be made. Therefore could a feature be added to allow the owner of a Workspace to place a 'Workspace Lock' on it, so as to make the Workspace read only? Cheers Martyn
  22. Related to my post below, it would be useful to be able to specify a specific time as a well as date for the expiry of an API Key. Cheers Martyn
  23. Can a new Suspend - Await Feedback option be added to the Suspend Node with Expiry. Our aim is to have a post closure process which triggers after the feedback has been provided, to follow up negative feedback. If it is possible if a variable or input can be used to get the Service Feedback Expiry period set in the service definition. Cheers Martyn
  24. 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
  25. In addition to the 'Default Mailbox' option now present on each 'Service' details setting, it would be useful to be able to specify the default email address to be used from the Service, where the specified Mailbox has more than one email address associated with it. At the moment you inherit the Default Address from the mailbox specified in the service. The idea here would be that you can override the default email address on a service by service basis, so if you have a service which uses a leagcy address or a noreply one, you can specify it. Cheers Martyn
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