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Found 5 results

  1. Hello all, We were wondering if it would be possible to receive a notification whenever a client sends a new chat message in an accepted chat. Right now when our analysts have the chat open and use a second browser tab to do some other work (in Hornbill or otherwise) they get no notification whatsoever of the customer having sent a chat message. It would be terrific if the analyst would get a browser notification, a sound cue, and/or a little (1) in their tab title to signal that a new message has been received. This new notification count would clear whenever the tab is back in focus and thus being looked at by the analyst. The same thing goes for the customer, although this is not as important to us. I look forward to hearing your thought on this! Thanks, Alex
  2. Good day to you! Selecting "Raise New" Incident used to generate a view that looked like this: After making some edits to resolve Board Manager errors, the functionality has changed and now we have this fucntionality. May you help us bring it back to what it was?
  3. When having a very active work spaces with multiple new post and comments, it would be useful to be able to indicate or highlight the one which are new/unread, a bit like how the request list highlights analyst unread as yellow background. Cheers Martyn
  4. We have a number of measures and widgets that have to be updated routinely when staff leave or move to different teams within IT. If a column could be added called h_createdby_teamname this would make a lot of measures/widgets easier to maintain and less admin when we have any staff changes. Existing: h_requesttype IN ('Incident') AND h_createdby IN ('AVAUG', 'TJACK', 'REDWA', 'ASALV', 'ROSMO', 'AHOLL') Proposed: h_requesttype IN ('Incident') AND h_createdby_teamname IN ('Service Desk')
  5. Our workflow at the moment sets the primary status to 'New' when it is first get assigned to our 1st Tier Team and again when it is then assigned on to the 2nd Tier Team. In the latter stage, the workflow is setting the parent status to 'New' as before, but the Sub Status is not being cleared as there is no sub statuses supported under the 'New' status. I have tried updating the BPM to manually set the Sub Status value to blank, but the BPM then fails. Therefore there does not appear to be away to clear a sub status when changing the status to 'New'. Cheers Martyn
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