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Found 12 results

  1. 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
  2. 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
  3. Can the Request > Update Request > Details node be extended to allow the setting of the language when using the node to update the Summary and Details, as at the moment it will just use the default. This is so we can we can reset the language setting for the for the main summary and details fields in the BPM taking into account the contact/customers default language when it is logged via a routing rule, as the latter does not honour it (see link below). Cheers Martyn
  4. 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
  5. Hi everyone!

    Happy New Year!

    As you probably noticed I was away from forums for the past month as I took some time off. I am back(ish) now  (because I am caught up in some other work as well so I might not be able to be on forums as much for now) and slowly catching up on all activity (including all notifications and PMs). I will get back to each of them eventually however it might take a bit longer until I will be able to get to yours. As usual, if you are subscribed to a success plan you can always raise a request with support to expedite a forum discussion/answer.

    Cheers!

  6. It would be useful to be able to set the 'language' for the logging of a new ticket when being raised automatically via a 'Routing Rule Templates' . In our scenario we have have different mailboxes for different languages/regions linked to a common Service which is staffed by multi-lingual support staff. Cheers Martyn
  7. Related to my earlier post (below) it would be useful to be able to specify the 'Language' when using the BPM Request>Log Request node. Cheers Martyn
  8. At the moment there us no support for multiple language customisation on the Customer Portal, only a single set of 'Home Page Text'. Can translation options be added to the customer portal configuraiton and have the ability to display a specific customer portal language variant via a URL parameter or URL, i.e. customer.hornbill.com/<instance>/en, customer.hornbill.com/<instance>/fr. Also if the user could choose to swap between the different languages if they use the wrong or default link. Cheers Martyn
  9. Related to my other post about Multi Language Landing Page for the Customer Portal, it would also be useful to have a multi language options on the Login Page as well. Once people are logged the portal will take into account their language setting but, we need to make it easy and native for them to get that far. Cheers Martyn
  10. I have set up a part of my business process that checks the customer's language and sends a new request notification in the appropriate language. Shall I use the language code "da" for Danish or set the check for language = Danish? See attached screenshot where I use both as explanation.
  11. When enabling multiple languages on the System > Languages > Manage Languages with the All option set, everytime you enable language using the slider the whole page reloads, rather than just the slider changing. More of an annoyance when enabling a number of languages. This was using Chrome as the browser. Cheers Martyn
  12. Hi guys, I have been asked a really difficult question by my boss today: "Is it possible to translate manually on the fly content in Hornbill?"... Let me give you a bit more context. We have plants and offices all across EMEA, including IT Support staff. Unfortunately our users and not really bothered with high-tech, web sites, quality of data, etc... When they contact us, it's because something is broken and they need it fixed ASAP, or they have a question which needs an immediate answer (pretty much like all users I guess ! ). As a consequence, they do not setup their profiles properly... Here is the distribution of languages: And countries: As you can see, this is not great... Pretty much every single user has its profile setup with English when they are not in an English speaking country. Now this is getting problematic when for example John from Greece logs a request in Greek, but his profile is in "English". In this scenario, we do not get the "translate" button available: (Sorry for the poor quality, screen grab from youtube!) Another example (this time with a German guy): Thomas logged a request via the portal (great!) but because his profile language is set to "English" here is what we see in the request details: It is the same on all the timeline... Having given some context, I hope you will understand where my boss comes from with his question: how can we get the "translate" button available here? This is to date one of the main "negative" feedback we get from our analysts all across EMEA and we cannot really blame them. The way I see it, I can only think of 2 options: - Change the language of all users properly => not really long term solution especially as all our users are automatically synchronized with our Active Directory (using the LDAP User Import utility) and therefore I cannot really do much (given that the AD does not have a language field) - Change Hornbill to give us this possibility to translate on the fly (a bit like Google translate)? I am of course opened to any suggestions! PS: Don't shoot the messenger!!
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