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Showing results for tags 'selfservice'.
Hi I would like a quick guide to come up when a user is logging a ticket. I'm pretty sure I have seen this on demos. The example I have is from customers point of view: 1 - Visit Portal 2 - Click Application Support 3 - Click I can't login 4 - Choose Application 5 - To the right there would be a guide 6 - Did the guide work? 7 - YES - End (or log a completed ticket so we have a record of use) NO - Log ticket requesting support Thanks
Creating Request Sub-statuses While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open. This might be to describe what is currently being done to progress the incident, or possibly to display who needs to action the incident next. Hornbill Service Manager allows you to create and manage sub-statuses not only provide this type of description, but also to set if the incident should be on-hold during that time. Automation can be set up to change the sub-status based on when a customer either update the incident on Self Service or if the customer sends an update by email to the Service Desk.
As it is possible to customise the branding of both the Service and Customer Portals, including using a link to you own logo, can the login page on the Service and Customer Portal inherit the logo link from the appropriate portal customisation setting rather than displaying the Hornbill logo? Cheers Martyn
In order to branch in self service progressive capture based on the Service, Organisation etc, you have to insert the appropriate 'Service Details', 'Organisation Details' nodes preceding it which will already have value determined by the context of the users session on the portal, but still have to clicked through even though the end user has already selected the service/logged into the portal. Would it be possible to have a configuration setting for these nodes to 'Auto Complete' when they are already populated, or have a similar concept to the Get Request node in BPM which could be used to attain session values for the Service, Organisation, Customer, Contact etc? Cheers Martyn