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Found 24 results

  1. We have been using the new portal on test for only a short time, but we think that it is a vast improvement on the previous portal (so well done to your guys for this). We have noticed that when you have the My Services list it takes a while to load and when you scroll to the next page the lag time is significant and makes you think that you have not pressed the button, is there a way of caching these Services in the list to make it quicker?
  2. We are looking to start collecting some feedback about our requests, however, we have noticed that we can only ask for the feedback once the request is closed. In our situation the requests are held in resolve state for a week before closing at which time the customer has forgotten the request and any pertinent information to be able to accurately give feedback. Therefore we are wondering if there is a way to send feedback when the request in in the resolved state?
  3. Hi,I would like to have a report or tags on the emails so that I can track it.For Example: If someone has moved the email to a specific folder or someone has deleted it, I should be able to see who has done it.This can be done either by any tags which we can put on that email or I need to know if I can extract a report for this.
  4. 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
  5. Can it be possible to have the feedback questions to be included in the HTML email so that customers can complete the feedback/survey within the email (like the authorisation approve/reject buttons) and then for this feedback to go onto the relevant request?
  6. Please can you let me know where customers now go to submit their feedback on requests, as it appears to have disappeared from the portal....
  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. 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
  9. 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
  10. Now that Change Requests can be assigned to a customer, can the feedback options also be enabled for this request type please. Cheers Martyn
  11. 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
  12. Hello all. I found that I have a request where I got duplicated feedback data from the user. Is this something that happened to anybody here before? What can cause this? I'm planning to delete the duplicated records using Database Direct - will this be fine? (sorry if this seems to be very basic questions, but I'm not yet very experienced in Hornbill Admin) Thanks and regards, A.
  13. As it is now possible to make Change Requests view-able on the portals, which we have now done, we would also like the same Feedback options as available on Incidents and Service Requests to be available for Changes as well. Cheers Martyn
  14. As the feedback rating field (h_rating) is held in the main request table table 'h_itsm_request' there is no corresponding date field to indicate when it was rated. In our instance we give the customer 30 days to rate the incident after it has been closed, so from a reporting point of view it would be good to be able to capture this as a measure and have a date field when the rating we given, not when the request was closed. Can a h_feedback_date be added to the main table? Cheers Martyn
  15. Hello everybody We are using the Requests::smGetRequests API to extract data about incidents / requests. What we are trying to do is to find out which requests have received Customer Feedback, and then extract the Customer Feedback via an API. We have gone through the API documents, but cannot work out how to do this. I can see that Requests::smGetDetails does have this information, but this needs a requestId (e.g. IN123456789), and cannot be filtered on the date the feedback was given. Is there an API to get the 'Request Feedback' entity, or the h_itsm_request_feedback? Hope you can help. Alex
  16. Hi, I need to setup 6 new services urgently. Each customer facing request type (Incident and Service Request) need 4 custom questions on top of the star rating. That's a total of 6 * 4 * 2 = 48 questions to manually type 3 out of the 4 questions have a list of radio buttons with 5 answers each => Total = 48 + (6*3*2*5) = 228 entries! Is there a trick I could used to speed up the process? SQL or API? Thanks, Lyonel
  17. Hi again, This is going to sound really silly but you would not believe how many people do NOT read what is on the screen... Basically, all our services have a feedback form setup with 3 additional questions. Each question can be answered with a radio button for a value from 1 to 5 (1 being very dissatisfied and 5 being very satisfied) Despite changing the case and text, users keep getting it wrong... Would it be possible to have the 5 star rating mechanism available for custom questions too? All we would store is the value from 0 to 5 (just like you currently do with the rating field). This change would make it straight forward for all our users (especially the ones who do not speak English very well) and prevent many mistakes and wasted time (as we IT have to follow up for every dissatisfied survey coming back). Thanks in advance for your feedback!
  18. Hi all, I am about to embark on the onerous task of putting the same customer feedback questions on each service we have. I really like the flexibility that being able to set specific questions on each service and each request type. However, this is the first time we're enabling any kind of customer feedback (not before time IMO) so to start with we're keeping things simple and straightforward so as to not cause culture shock for our end users, and each service will have the same 5 questions for now. Is there a way to do this in bulk? I've had a look and can't see anything obvious. Thanks in advance. Chris
  19. Hi, Did I miss something or is there a new status for feedback? I now have "rejected" which I never saw before... What does it mean? Thanks!
  20. Hi, Has something changed with the feedback feature when a customer closes a request? Before, the feedback form would automatically be prompted, now the user has to click on the button? Thanks for the clarification!
  21. Hi What does the 'feedback' rating refer to when you are logging a ticket for a User? (see attached screenshot) This user has left feedback on tickets, and I was expecting to see that reflected here, as maybe an average score of the feedback they had left for example. Thanks Darren
  22. Good morning all, I have been looking at the feedback feature some more and have found that even though feedback has passed the timeout cut off it still shows in a users 'awaiting feedback' list. Once a user clicks the request it doesn't present them with the option to leave feedback as it has expired. Is there a way to auto remove these expired feedback requests? Some of our users log a large amount of requests each month and I don't want expired ones to stay in the list and put people off using the feedback tool as it seems that we are forcing them to leave feedback for every call or else they will have a huge list of expired feedback. Thanks
  23. Hi all, I will apologise now as my analysts are on a testing phase and are throwing up issues all over the place so this may be the start of many posts. Is there a way of displaying feedback scores per analyst complete with the actual comments left? In our current system the feedback is a form hosted on one of our servers which then emails line managers with the feedback score and comments for the analyst. These are used in the 1-2-1 reviews every month and go towards mid year and annual appraisals so they are quite important to the analysts as well as the service desk metrics book. Also is there an option / way of ignoring the "feedback not given" scores as it would seem that a request with no feedback is counted as a zero and is still counted towards the overall rating (see attached image of my feedback scores - I am better than it would appear I promise!) Again as user feedback is used in monthly and yearly reports on the analysts it is important to make sure that they are getting represented fairly by the system. Thanks Dan
  24. Hi, I have set up the new feedback options in Admin, however when you go to add feedback to a job in the service portal the feedback window opens with no questions and no star rating fields. As far as I can tell its set up correctly, can anyone see any reasons why it would no be working? Thanks Graham
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