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Found 37 results

  1. Hello, Since I am beginning to automate some of the Asset Manager tasks, where an Asset is an Application, if I can pull the information from an Application that is "SQL" based, or has an API, I intend to update the Asset in Hornbill with the list of users with access. What would be extremely useful is to be able to define the Shared User type. This would need to be configurable, but at the moment I need to know who the Super Users are, which we can include in any reporting. Are there any plans to add this functionality to Hornbill? If not can I have this as something to be added in the future? Thanks, Samuel
  2. Hi I saw a post from a couple of years ago that seems to cover this. What we envisage is an option for the customer to share their request with another customer so they can ideally view it on the portal and receive notifications when it is updated. I'm often having to copy in various parties to keep them up-to-date with a particular request. They are normally a group of basic users who are either experiencing the same issue. This would be particularly handy where we've had several requests logged for the same issue, linked them and then just use one request to track progress to solution and keep everyone who reported the issue informed. It there anything in the pipeline?
  3. Please see the image of the questions section where the text is not displaying correctly... Ironically when booking to come to Insights!
  4. We have some requests the keep reopening themselves and emailing the analysts and the customer the resolution details over and over again (see below) The only way to stop this is to 'close' the request but this is supposed to be happening automatically, I have included our ending stage of the BPM below: The only difference between ours and the one that Hornbill has is that you have an expiry out of the suspend from the last decision, before we try adding this in we are wondering if the above should work? This issue only affects a certain number of our requests and we cannot find any pattens yet. Any help is appreciated....
  5. Hi, Is it possible to extend the list of fields available when retrieving the request details in a BPM? What I am trying to achieve is detecting if the customer has closed the request him/herself via the self service portal. The idea is to send the customer an email to tell him that: she / he did not respond in the last 3 working days so we closed the call on his / her behalf she / he has 20 days left to provide some feedback. The ultimate goal is to get people to log onto the service portal a lot more often. One of the method to do it is like so: I would like to compare Flowcodes -> Customer to Flowcodes -> Closed By? Is that something you can help me with? I am happy with another new field too! Whatever is the easiest solution really
  6. At the moment when you have the external customer on a request, the Customer summary section when not expanded only shows their name. Would it be possible to have the option to display the organisation on the heading line as well? I know we can pin the customer section down to display all the details, but that then takes up more space. Cheers Martyn
  7. Hello! At least once a day our service desk receive the below error when attaching an email to a request. The only way to do it is to copy and paste it manually into the request. Any idea how we can figure out why this is occurring? Thanks.
  8. Would it be possible to extend the Raise New button to the Email section so that we can raise jobs from this window as well?
  9. Hi, Is there a way to delete all (or some) attachments of a request, without this being visible to the customer? Reason being, we have an old request where people have not followed best practice resulting in 467 documents attached! Only 10 of them are relevant. I would like to get rid of the other 457 in a quick way (e.g. not manual) and don't want to clutter the customer's timeline. Any ideas??
  10. Hi all, Looking at the results of some of our progressive capture self-service jobs, it shows varying amounts of questions and answers before having to click to the next page to view more. Attached is an example of one question showing on its own with 7 questions on page 2. We have looked at everything structurally in the PCF that we can think of (branches, questions that are just labels, hidden things) and none seem to have any repeatable impact. Does any one know why the page breaks occur in seemingly random places?
  11. SR00039184 has not pulled any of the procap data into the request. We've been getting this every now and again for a month or so now, but we are unable replicate the behaviour in tests. Do you have any idea what might be causing this please? The BPM used in this case normally works fine.
  12. When you print a request details in Service Manager with the timeline details included, the contents of a comment made on a timeline post are not included, only the name of the person who created the comment. Can this be included please. Cheers Martyn
  13. Hi One of our staff has changed name. This means she has a new Active Directory account and through LDAP provisioning, a new Service Manager. How does she access requests she logged prior to her name change? (i.e. logged under her old user name
  14. Hello, I wold like to request for there to be more information on the Wiki regarding LDAP 3.0 As of current the Wiki isn't fully up to date with regards to the new feature so am struggling to find answers. In the meantime can someone answer the following for me: 1. In the LDAP Server tab - what does the "Types only" box do? 2. In the User Account tab, what do we put in for the Time Zone and Date Formats and the other similar fields? 3. In the User Options tab what is the "Member Of" field in the Organisations region and how does this differ from the "Value" field? Many thanks, Samuel
  15. Hi, Are there any plans to improve the search facility in Service Manager? We migrated from Supportworks to Service Manager this past weekend and I am already getting frustrated with the global search facility at the top to find requests. The search in Supportworks was far from perfect but it gave me far more options to narrow down my search/filter and it also allowed me to do some sorting on the results. This ability to sort the results doesn't seem to be available in Service Manager. By default, it seems to be sort by type and then by reference but I might want to just do by reference or by customer or owner etc. I also can't see anything like log or resolve date to limit results or a summary or description field to target my search a bit more. As such a search for a keyword like 'portal' returns 14000+ results I would quite like to configure the results view to limit/expand the info shown too. I am also seeing results for Services that I don't support which inflates the results. Is that because I am an admin? It has been mentioned to me that when linking requests the search facility there included results from services not supported by the analyst doing the search, and they did not have any admin rights. Is there a setting I can change for this? Thanks Chris
  16. Hopefully a simple question. If you are a 'Member' on a request, will you get a automatic Hornbill Notification when the request is updated, like the owner? Cheers Martyn
  17. When viewing your notifications, it would be good to have a summary pop up/dialog window open when you hover over ones are relate to updates on a request which is assigned to you. Where as at the moment you have to open the notification to view it to determine which customer/organisation/request it relates to and then the notification is removed from your list. Cheers Martyn
  18. Hi! I may be doing something a bit silly, I am not sure... But a colleague wanted to have a view of all tickets for users in our Edinburgh office, but this came back blank. I gave it a go just in case he'd configured it wrong, but mine came back with just one ticket... I know at least one other person with a site of "Edinburgh" has two tickets against them, so this view should bring back much more than one! Anything obvious I should be trying? The users in question do have their "site" field populated with "Edinburgh"... Other than that I don't know what could be going wrong...
  19. When printing a request from within Service Manager you can choose to select the content in terms of sections to include, however there is not the option at the moment to only include those which are set to the visibility of 'Customer'. Often we will get a request to provide a report or printout of the whole request timeline to a customer, which at the moment we can only do via a report option in order to filter out the Team and Owner visibility options. Having a additional option on the print function to include/exclude the Team and Owner marked entries would enable us to use the Print option for this requirement. Cheers Martyn
  20. Hi We often want to assign a mixed group of requests (i.e. Service Requests, Incidents and maybe other request types?) to a given member of our team, but the bulk action feature (cog icon at top of list) doesn't appear. It appears if you only select requests of one type, but vanishes if you choose a variety of request types. This is slows down assigning requests to our team. We also generally feel that the process of manually assigning a group of requests to an owner is rather too convoluted - too many clicks and not that intuitive. Bulk select is fine, but it would be great to be able to do a drag and drop to a given team member or something comparable in terms of minimal clicks/keystrokes.
  21. The request shown in the attached screenshots is showing in my Open Requests list even though in every other area, it shows as Closed. The request had been re-opened and assigned to me for action. I duly completed this and resolved the request. Normally the BPM would then close it. How can I close this request please?
  22. At the moment you are not able to use the Email option when a request is on hold, but you are able to use the update option. Is this a configurable option, as there are quite often the requirement to generate an email from the request when it is on hold, even if it is to chase up the customer. In SupportWorks you can undertake a Call Update actions and email when the incident is any status other than closed. Cheers Martyn
  23. 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!
  24. Hi, I have a request that got created without a BPM (probably because of an attachment filename with special characters). How can I close it properly? SQL update? Thanks!
  25. Hi, I had a request on hold and my customer used the portal to comment on something. However, I did not receive any notification OR my request list did not show me that the request had been updated since my last visit... Am I missing something? Is it normal? If so, is there a way to change that? I felt really stupid when the customer called me because I had not seen her comment... Thanks in advance for any help / feedback / clarification.
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