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Found 37 results

  1. Hi, I have seen the following video on YouTube (https://www.youtube.com/watch?v=mIK_hEJ6NQ8) and I'm trying to get the search on our Customer Portal to show 'Requests' as well as 'Services' & 'Catalogs' . Our customers have asked why can they not put in a request number/reference into the search and it find their request. This is really frustrating them. I have also tried searching for words in the Summary or Description but no luck. Any advice please? I thought it may have been a configuration setting somewhere to allow requests to also show in search results, but I struggled to find anything. Many thanks Steve.
  2. Is it possible to search for emails and then select multiple ones to be deleted? We've had a play around and can't seem to work it out. We have a lot of Undelivered Mail emails every morning and would like to be able to search for them and get rid of them in one go, rather than scrolling through the inbox. Any advice appreciated,
  3. Can I ask for a feature request, we would like the abilities to search the Services list when logging a request. This search should search the services and the CI's like the portal search so that if you have a lot of services or CI's they are easier to find. Thanks in advance.
  4. We have updated our instance and found that in the portal there is no longer a search function? Can this be bought back?
  5. We use a large number of #Simple List' as sources for list in progressive capture and custom fields, so it would be really useful to have a Filter/Search facility in the Admin Tool for Service Manager > Simple Lists. Also presume this would be useful in the other 'Simple Lists' for the others Apps as well. Cheers Martyn
  6. When searching for assets some of our's are not appearing when searching even though they are in policy, we have to log jobs with different assets then once logged go into the request and change it to the actual assets. Has anyone else experienced this? Also, is there a way to increase the list of returned assets? When you search there are 5 that are returned but if you need to add more or there is a list of multiple items, you cannot scroll or add more from the asset picker in the PCF.
  7. Since Thursday we have had a problem with searching calls from the requests page, if we search on the ref number we get no results but can search using a customer name. After searching using the customer name we can then search using the call ref. I have a support call logged for this as it is causing a big problem for the service desk. There is another thread from Chris Nutt about searching for on-hold requests but this affects all our tickets but this is causing us a lot of problems so it deserves its own. It was suggested that a re-index should fix this issue but it hasn't, and then to update to the latest version of the build. In the topic below and in the response to my support call it was mentioned that there had been some changes to searching, and the collaboration update on Thursday morning mentions a fix for searching, and it stopped working for us on Thursday morning. Helen
  8. Thought the ability to do a global timeline search has been a great step forward, it would be useful to be able to search/filter for a term within the current request. We do have some long running requests, which have extensive timelines on them. I know you can filter by type of timeline post, but even then the number of posts can be excessive and also they will not all be expanded. Having the ability filter/search the timeline of the current request would really be useful and a lot less resource than having to use the Global search when you already know the request reference and just want to locate specific posts in the current request. At the moment I have using the Print option to generate the whole timeline in the browser and then using the find option. Cheers Martyn
  9. is there a way to customize the search bar or at least change the position? from this to something like this:
  10. Just got a question from a colleague I was unable to answer with 100% guarantee... And it puzzles me too. Is the full search engine working on the service portal? Like the global search works within the Service Manager application? https://wiki.hornbill.com/index.php/Global_Search_for_Requests I just tried a couple of queries and unless I am doing something wrong, it appears not. If this is the case, why? Seems odd not having the same (or relatively similar) search capabilities. For instance, I would expect (as a basic user) to be able to search using at least the following features: I don't think it is related to the index because the search (from the customer portal) returns the same results with or without double quotes. But it should not... Any feedback would be appreciated
  11. As we have created a rather larger volume of services, it would be good to have a search/filter facility on the services screen to make it easier to locate the service(s) you are trying to locate or work on. At the moment we are just using the browser search function to locate the Service we require. Cheers Martyn
  12. It would be useful to have a quick 'Search this Workspace' facility on the Workspace view, the same way you have search/filter option on other content pages. I know you can achieve this by using the global search and selecting the workspace, but when you have a large volume of them that can take a while to do. Whilst using the browser find option will only find the value in the content which has been loaded, rather than the whole content. Cheers Martyn
  13. 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
  14. Hello, Not sure if I've spoken to folds about this before or not, but it's something that's frustrating me! If I want to quickly search for tickets that include a certain detail, for example the below when I want to see tickets that mention "greyhounds". The results are not in any particular order. Or they look like they go by class, then date... but then on the next page there's more of each class with differing dates again. With most search results you can change how these are sorted. Like you can click a date column and have it sort by Date Logged, or Owner. But in Hornbill it seems you cannot do this? Are you guys working on any improvements to this, or am I doing something wrong?
  15. Good Morning All, Does anyone know if there is or will be an option on the service portal to search for documents using tags? The My services search bar works really well so i was looking to see if the My Documents had any plans to also have this feature
  16. Hi, Is it possible to search for requests and see you results in chronological order? Or in fact can you dictate at all how you want your results to be displayed? When I search for a term, the results seem to be in no particular order and if becomes very hard to find the tickets your looking for! maybe a dev request for additional search functionality? Thanks
  17. When searching for terms of more than one word in the search function in Service Portal, only 100 % matches are returned. This means that the search functionality is practically restricted to one word queries and almost useless. This needs to be improved to make sure that end users serve themselves and work loads are shifted to the left. This applies to known errors, catalog items and FAQs/Knowledge. Example: If you have a catalog item named "apple cake", this item will not be found if you search for "apple tart", even though apple is a match. A search like "apple crumble cake" or "cake apple" will not get a match either. Suggestions: - the search functionality should have a built in OR-functionality - results should be listed sorted on relevance to all words that are matched, and also similar words - in the future there should also be type-ahead functionality to help guide the users get results, but this is not critical
  18. When a end user is crating a request from Service Portal with a progressive capture that allows an Asset to be selected, the end user can search all assets. There is no way to restrict which assets can be searched, as far as we can tell. We consider this to be a security issue, and will have to disable the possibility for end users to pick assets when registering requests. Furthermore, this might be considered a security issue also for agents. There should be ways of restricting which agents can see which assets.
  19. Hi Do Hornbill provide a method for reporting on the terms, words, phrases etc... that end users have searched for on the Service Portal? It would be great to see what people are searching for, because this may help us build more targeted FAQ's / Forms etc... thanks Darren
  20. Hello, I wanted to let you know that we are going to be releasing soon an improvement to the Email Search in Hornbill. We are still working on further improvements in this area including adopting new technologies but you are welcome to give feedback on this subject. Thanks, Daniel
  21. With operating a predominately an external support services, our requests very quickly accumulate a large volumes of attachments (logs, screenshots, config files etc) so it would be good to be able to alter the sort order of the attachments, i.e. so you can show the latest first etc. Also as the results are paginated you also cannot search easily using the browser search function, so it would be good to be able to search or filter the attachments making it easier to locate the one your are looking for. Cheers Martyn
  22. It would be really helpful if the search in the Portal Accounts in the Admin Tool did a wildcard search, i.e. contains, rather than just a starts with search. This way we could retrieve all the customers from a certain customer email domain when setting up new sites. Cheers Martyn
  23. Any ideas why the search type changes from Requests when I'm in the request list, to Co-workers when I'm in a ticket. I'd prefer it to be Requests (makes it easier to find tickets). Nasim
  24. Hi are there any plans to enhance the search facility? Ideally searching within a date range would be a good option? Thanks Chris
  25. Guest

    Search for tickets

    Hi If I am on the request list screen and I want to perform a search on a particular i.e. any problems related to xxx. Then how do I go about doing this. I have tried ctrl+Shift+f - this only given you the option to input the request id. The wiki implies there is a search bar and you can carry out advance seraches but I am not sure where I can find this. Please can you help me
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