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  1. Can I request additional question types: A slider for variable amount, like you have in your project management module e.g. A question with two different answers, like below questions is not a good example. But we have a need for matrix type questions choose colour and choose amount drop downs for the same question.
  2. I'm finding that, when I put a request on hold, the majority of the time I've just sent an email to the customer asking for info... So, would it be possible to have a 'mixed' button in the email section where you can choose to send the email AND put the request on hold for a period of time AND have snippets available in the 'place on hold' form please? It'll just save a few clicks!
  3. In our Change Request workflow, we have the concept that the Change Manager can remove the Human Task that the Implementer uses to declare the Start of the work. This effectively means they won't proceed because they are trained to use this task before starting. This can happen if, for example, new information comes to light about the CR any time between the time it is Authorised and the Scheduled Start Date. The case in point today is that the pre-cursor tests failed. Another case we have is expiry: if the Start is not declared before the Scheduled End date (missed window), the task moves on. My workflow then gives a task for the Change Manager to review the position before either amending the Schedule or the Plans and re-Authorising or Rejecting. Here's the enhancement. I want to UN-Authorise the Change Request at that point so it very clear that the work may not proceed. If the CM authorises, in their review, it will again be Authorised in Service Manager. At the moment I am in the position of having a CR that clearly states "Authorised" and my technical staff could debate that they implemented an Authorised CR even when I've tried to stop it for very good reasons... But here's the issue. The node for Authorisation Decision has no option to "Remove" an answer previously given: we have only Approve or Reject. I do not want to reject it (we are enablers to change not blockers). I request an option here to return the Change Request to the pre-authorisation state of null decision, please. If not in this node, is there another way to achieve it?
  4. When raising a linked request from the BPM e.g. changing a Problem into a Known Error we would like to be able to copy the linked requests from the parent to the child request if possible?
  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. Relates to my earlier post below about overriding the default visibility for Email Routing Rule updates, it would be useful to be able to override the system setting on a rule by rule basis whether an update via the said rule will trigger an Sub Status Automatic update, asin our case for internal email we would not want it to do this, but for customer updates we would. Cheers Martyn
  7. What would be really nice would be able in the BPM and PCF (maybe) to be able to drag and drop decision lines from one decision to another. This would save a lot of time and also save from having to replicate some very complicated decisions.
  8. Could the image shown both on the Bulletin Carousel and in the Service itself be set to the same size? Or perhaps the option to toggle on/off in the Service? Pictorial images are not such an issue, but you can see my dilemma here! Maybe I have missed a setting somewhere? On the left, an image from the carousel On the right, how it appears in the Service
  9. Can we request an enhancement to the 'Support Teams' functionality for Services. In the current security model you have to be a member of a 'Support Team' to be able to view a request or added as an individual member on the request. In order to give some of our teams access to requests, but stop them from being able to be assigned requests, I duplicate team organisation objects and then disable assignment to all users in the duplicate team. This has an overhead and create unnecessary duplicate teams. Can we request an enhancement to be able to disable assignment against a 'Supporting Team' entry on the Service screen. This way we do not need to duplicate organisation objects and they still have access to the request as per the current security model. 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. Hi, We've currently set up a routing rule on our instance which auto updates tickets based on a ticket ref being in the email subject. This is working fine but we have noticed that if the email that gets sent in has attachments on them the routing rule will attach the email to the ticket timeline but it strips out any attachments. Is there a setting to allow it to auto upload attachments when it updates the ticket or is it a bug in the current system? Thanks in advance, James
  12. Hi, can Custom Buttons have a title field that gets displayed in the Dialogue box, so that its still possible to see what the Button is for even when its only using an icon and no button text?
  13. Can we request an enhancement to add the 'Bulk Actions' to the Asset Management list screen. At the moment the only thing you seem to be able to do when making multiple selection is delete. We would like the options to bulk update elements such as :- State Operational State Used by Notes For example we have annual expiring licenses which we need to alter the State/Operational State of when they expire. Cheers Martyn
  14. Can the Global Search option for 'Requests' have an extra criteria option added to allow searching by 'Organisation' , i.e. for external customer facing tickets with the organisation information populated? Cheers Martyn
  15. 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?
  16. 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
  17. 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.
  18. @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
  19. 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
  20. 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
  21. 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
  22. 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
  23. 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
  24. 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
  25. 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
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