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Found 282 results

  1. Can we request an enhancement to the 'Linked Request' BPM node, in that there is an option to limit which linked requests are updated by request type. In our scenario we are implementing Problem Management and will want to use the node to update/resolve the Incidents linked to the Problem request. However there may be other Problem, Release, Change, Known Errors etc linked to the same request which we would not want to update/resolve. Therefore can we ask for the filter option on both Update and Resolve Linked Requests so that it can be done by 'Request Type', i.e. we need to be a bit more precise in only updating the linked incidents and not everything else it may be related to. Cheers Martyn
  2. Can the current 'Hornbill Change History' option in the Admin Tool be extended to include the date and time the release was automatically applied to the instance and how long it took, which is the information which is currently sent as an email? Cheers Martyn
  3. Hello Support, @SupportAccount I have a question regarding custom fields for users. In my case i would like to use the Attribute 5 for accountExpires. We have setup an ldap create User Import for every night. I got the right values from the import but in the wrong format. Can you help me that we are able to show the correct format in this field? And i would like to see "Account Expires" instead of "Attribute 5" for the field name. Thanks Nikolaj Thanks Nikolaj
  4. 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
  5. Hi, Following the departure of a colleague, we need to change the owner of a snippet... But I cannot figure out how. Any ideas? Thanks!
  6. Can we request an enhancement to the top menu notification bar, to allow you to more easily and quickly change your Availability in Hornbill without having to change focus of the current tab or have to click on the cog and use the open in a new tab/window. Sometimes when you are working on a request you need to alter you availability but at the moment you cannot do this without either changing the current session or having go through 6 clicks to open it in new tab/window and change the current setting. With us rolling out auto assign, it is important the our analyst update their availability in real time, but at the moment it is quite onerous to just simply change from one availability status to another. Can we simply have the ability to drop down the list of availability of statues (1st click) and select one (2nd click)? If you need to change the text then you can still use the full profile method. Cheers Martyn
  7. 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
  8. 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.
  9. Related to my earlier post about being able to 'Raise Request from Workspace Comment' can the feature also be extended to include the in line image associated with the Post or Comment used to raise the request as an attachment automatically on the requests progressive capture flow. Cheers Martyn
  10. Hi, is there a way to increase the number of questions shown in a request so that they dont go on to multiple pages?
  11. Can we request a enhancement to add a new BPM Node to allow the sending of Hornbill Notifications from the workflow to a user or team. In our example we are undertaking an auto assign process in the workflow and want to force the sending of a notification to a user/team based on the severity of the issue. At the moment we would have to send an email rather than use the inbuilt Hornbill platform. Cheers Martyn
  12. Morning we are considering a use case for a second IT domain to capture and enable processes for operational maintenance requests that are not customer facing SLA driven activities. If we were to implement the domain I would need to be able to report separately the requests types across the 2 domains. At this time I cannot see that the service domain is added to the service manager request table for each ticket. Would this be possible to make future reporting easy?? any help would be appreciated. similar would also be a consideration for the implementation of any of the system domains thanks Andy
  13. 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
  14. Can we raise an enhancement for the Change Request > Update Request > Add to Change Calendar, to allow the insertion of a variable Date/Time field, as at the moment it can only be hard coded. We are capturing a proposed start and end time in a progressive capture and want to schedule the change request to the supplied period. I not sure how you would even use a the current node in the BPM with a hard coded date/time. Cheers Martyn
  15. Would be possible to have a settings to enable the following when a user uses the logout option in relation to their Hornbill Availability? Warning prior to logging out if Status is set to Available. Automatically set Status to 'Out of the Office' Cheers Martyn
  16. When attempting to attach multiple emails from outlook to a request, where the subject will be the same and hence the attachment file name, the system will report an error when attempting to add the a further email reply with the same subject line. Can we raise an enhancement for the attachment process to append a number in brackets on the end to the filename, much like your browser does when downloading the a file of the same name in to your download folder. This will allow emails from the same email trail to be added as attachments to a request by drag & drop without manual intervention. Cheers Martyn
  17. 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
  18. Hello, Is it possible to blank out the 'To' field by default when sending emails from requests, so that it forces the analysts to enter an email address? Sometimes we need to send emails to third parties rather than to the customer so this would be really helpful. Alternatively, is it possible to link the third party to the request so that both the third party and customer contacts appear automatically when composing an email? Many thanks, Alisha
  19. Currently we are able to control and disable updates to 'Closed' requests in the Service Manager > Advanced Settings, using the specific settings below. However by default 'Cancelled' requests can still be updated automatically by email, resulting in updates being missed. When requests are logged under the incorrect service, we cancel the original on and re log the request, however sometime the external customer will reply with under the original request reference not the replacement one. Can we request an enhancement either to include 'Cancelled' request within the behaviour of the current settings above, or add a new set of settings for cancelled requests. Cheers Martyn
  20. Hi Apologies if this has been raised previously, I couldn't find anything on the same subject. Would it be possible for the results following a Request Search to be presented in the same format as the Request List? This would enable much easier navigation through the results together with all the other tools available on the request list. Thanks Martin
  21. At the moment you can only upload an image to an individual asset. It would be really useful to either be able to add our own thumbnail picture or even select from font awesome icons for the default image for each Asset Type. At the moment every asset type under each asset class has the same hard coded image. These images are not consistent with the ones displayed when accessing 'Asset Management', which do appear to be font awesome icons. Cheers Martyn
  22. When generating Emails from the BPM for Connections all of the recipients are set to bcc. This is the default as Connections can be external customers so addresses may not want to be shared. This is fine but there is no option in the BPM to make such recipients To: or cc:. For our internal mails this would be really useful for follow-on notifications etc. Please support this request if you feel it is of benefit.
  23. We have LOADS of email templates! Most of them sit in the Requests Group (probably like lots of other people) such as: But they can actually be placed in Groups which is really useful ie you can place all Change emails in the Change Group. That's great when defining a BPM (as you can choose your Group) but NOT when looking in the Service Portfolio Config screen as you can only see the Requests Group to pick a default template. I do find this frustrating. Can this drop down be expanded to include all Groups.
  24. Would it be possible to request that another action is added so that we can 'Get Connection Details'? This would be useful to pull this information out e.g. connection name, handle, email address, site, department etc. This would then allow decisions (via decision node) to be made regarding connections or to place that information into tasks, descriptions timeline updates. One example that we have is we need the email address of the 'manager' that has been chosen to copy them into communications, but we have to pass out (via integration call) the username and then look up this user and return their email address into a custom field, all to be able to send them an email!
  25. Hi All, Quite often we need to upload multiple images to a ticket, however when uploading an image via a comment you can only attach 1 image or attachment per comment. Subsequent images pasted into the comment replaces the image that was added previously. In the images below I attached an image of the Adobe logo then an image of the Amazon logo and the on image in the comment was the last added image. Could this be changed to allow multiple images? We know that it is possible to upload multiple saved attachments, but it would be better to allow Thanks Jamie
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