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Found 182 results

  1. In our Incident process we have automatic assignemt to a team and then a "Suspend, wait for request owner" node where the analyst in charge of the "Inbox" manually assigns tickets to an analyst depending on product and availability. Is there a way to set a timer on the suspend node so that if a request has not been assigned to an owner for a set period of time, a manager is notified?
  2. 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
  3. Currently when you send an email with an attachment, the attachments remain with the email within the timeline rather than appearing in the attachments bar. please can you look at enhancing the system so that all attachments show in the attachment bar
  4. 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
  5. To avoid having to hard code numerous 'Assign to Request Creator' nodes in our generic BPM workflow, can the 'Team' property on the node be enhanced to allow the insertion of variables as well as manual selection. I have tried assign it to the team before hand and leaving the value as 'Auto' but this does not work and causes the workflow to break. Cheers Martyn
  6. Additional 3rd contact fields for Telephone (h_tel_3) and Email address (h_email_3) where added into the platform back in 2018, but are not accessible through the Contact screen in the Live User App. Can these be added in so that we can start making use of them. Cheers Martyn
  7. Could the SQL Importer be extended to give a reason/warning in the log when skipping or failing to process a contact record. This way it would be easier to locate those updates which have not been able to be applied. The only way to locate them at the moment is page through the log file and look for the single line. Also, when the tool errors can the text just be a normal colour rather than red on black which is quite hard to read. I have tried changing the command prompt to change the default background colour, but to no avail as the tool sets both the background and foreground colours for the error message output. Cheers Martyn
  8. Can the SQL Contact Importer be updated to support all the h_sys_contact fields to include the h_tel_3 and h_email_3 fields added in the platform updates in 2018. Cheers Martyn
  9. The Get Request Information - Organisation Details node is not returning all the newer fields. Namely Region Language Timezone Custom_0 Custom_10 Custom_11 Can this be updated please to pick the new ones up? Cheers Martyn
  10. 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
  11. 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
  12. Hi, I have recently been asked this question by quite a few people using the SM application: "Is there a way to make the on-hold requests text easier to read?" I am assuming no as I cant find a setting for it, so would it be possible to add a setting to change the level of greying out of the on hold requests in the request list please? Thanks, Dan
  13. elated to my post regarding 'Suspend and Wait Feedback' (link at the bottom of this post), can all the Suspend Node be updated to allow the insertion of separate variables into the Expire Period values for Years, Month, Days, Hours and Mins. This will provide flexibility to set different Expiry periods without having to hard code in the BPM with multiple decision nodes. Cheers Martyn
  14. Related to my post regarding 'Suspend and Wait Feedback' (link at the bottom of this post), can the Get Request Details -> Service Details be extend to allow the return of the 'Feedback Expiry' value in addition to the current 'Feedback Enabled' flag. Cheers Martyn
  15. Good morning, We have recently started testing the use of bulletins for our customer portal but have had some questions/issues with some of the configurations we've wanted to use. 1. Why is the images on the banner greyed out? - we are trying to design our portal so it has a consistent look and feel. Since we've started using bulletins, the banner images are greyed out and doesn't look right with the rest of the page. I can't see how this adds any value at all. I would understand if it was only the right and left ends of the image to highlight the manual arrows, however, this just messes up the look. Is there a way to change this? 2. Shadows on Texts - For some reason the text displayed on the bulletins have shadows applied to them even though this was configured to be turned off. We've tried a number of things but was not able to remove it: 3. Banner roll/switch timing - How can we control how quickly the banner images roll/switch? We have been asked to change the speed but cannot find the configuration to do so. 4. Text formatting - Is there any other wiki markup guides besides https://wiki.hornbill.com/index.php/Wiki_Markup? We are not very experience with wiki markups and this page hasn't been much help so far; ie can we specify other colours than red / can we use a colour codes to make it the exact same colour as other texts on the page etc? Looking forward to a reply on this. Regards Aykut @David Longley
  16. As with additional 'Outcome Fields' on Human Tasks, add the ability to enter a 'Placeholder' description for the generic 'Reason' field, so guidance can be provided to the person assigned the activity. This saves having to disable the Reason field and add additional 'Outcome Fields' just to get a supporting description. Cheers Martyn
  17. Can the Human Task Node within Service Manager be extended to include the 'Action Focus' option that is presented currently with the 'Suspend' nodes? This way we can still guide the Analyst, whilst still using a Human Task to capture more information. Cheers Martyn
  18. 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
  19. Hi could I ask that the lists when making views are alphabetised please? It makes it a nightmare for some things (attached is our CI list, which is quite long) Thanks
  20. 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
  21. Would it be possible to have a new Chart Type implemented for the Request List > Personal Dashboard in the form of a Stacked Bar Chart? In our use case I am trying to display a view of a number of services, with the chart showing a bar for each service with the bar broken down by another variable, in our case sub-status. This is to give the service desk team a visual representation of the number of requests for each service grouped by the status. They can then drill down on to the individual sections to see the request in the request list view. I know this can be done in analytics but this does not allow the user interaction to drill down in the request list. Thanks. Cheers Martyn
  22. Please could we have an additional field in the request list view Last Updated By This would help me as a ticket owner see quickly if any calls have been updated by anyone other than me.
  23. 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
  24. Related back to earlier post (link at the bottom) and my colleagues, @Martin.bowman, post about having the ability to sort/filter notifications, would it be possible to have a 'Notifications' widget created for the Home/Hornbill Today page which you could insert to show your notifications and then add the functionality to the Widget to Sort/Filter the notifications. This way you are not having to alter the currently functionality of the top bar notification icon. Cheers Martyn
  25. 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
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