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Found 40 results

  1. Hello, We created a problem and published it as a known issue however when a user clicks on the 'me too' button on the service portal it doesn't add them correctly as a connection. In the timeline it either shows nothing or it shows 'Impacted connection 0 has been added via Portals'. Then if you go to connections section of the call it shows one there but it is blank then when you remove this connection it says 'Impacted connection (undefined undefined) has been removed'. Is this something anyone can assist with? It seems like an update somewhere along the line may have broken/changed the way this works. Any assistance would be appreciated. Regards, Daniel.
  2. 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
  3. Couple of related queries about Service Portal settings that I hope someone can help with. Is there a way to make the 'Contact Us' telephone number on the Service Portal break across two lines? We have an internal extension number for people to contact while in the office, and a full telephone number for when people are working from home/out of the office. The field won't let me enter a return, and no matter how many spaces I put in, the portal squashes it into one line. Similarly, and somewhat ironically, our email address is too long to fit onto one line, and so breaks across two, is there a setting to increase the length of this field to accommodate more characters? I suppose a way around this would be to rename the email and address fields (we don't need to put the address on there), giving us the three values we need (internal, external and email), is this possible? Thanks.
  4. Hi How do you display change requests on service portal? It only seems to display service and incident request
  5. @James Ainsworth Would it be possible to add and export option in the Customer and Service Portal for a user to export the list contents of either their requests or their organisation requests. Initially it would just need to be the currently displayed colums into CSV or Excel format? Cheers Martyn
  6. As part of our branding update we need to alter the font(s) used on the Hornbill Customer and Service Portals, to either use two new fonts, in our case VAG and Helvetica, or if only a single font can be used our corporate backstop is Airal. This was quite easy in the Support Works self-service as we could update the underlying CSS to achieve this, but I not been able to locate any settings or information on the Wiki on changing fonts on the portal. Can you please advise. Cheers Martyn
  7. We are just refreshing the branding and customisation on our portals to come inline with an updated corporate guidelines. We have noticed that even though we have updated the settings as per the wiki page (https://wiki.hornbill.com/index.php/Customising_Self_Service) when you open a Service Manager request, the colours setting which work up to that point in the portal are not honoured. As always a screenshot show it better. Initial screen with service catalog being displayed - primary text colour #212492 is correctly used. Entering a specific request it seems to go back to Hornbill defaults. Are there some additional setting or is this a bug? Cheers Martyn
  8. Hi there, I wonder if anyone else would like the ability to be able to toggle visibility of services on the service portal, but still be able to allow customers to see their raised requests/incidents in the Active Requests section. We have 30 or so 'forms' that allow customers to raise specific requests, but many more services that we would only expect customers to raise via the service desk. Currently we've had to artificially force the order, but it's a messy solution.
  9. Our teams have requested that the search functionality that exists on the service portal also exist after selecting a service: Searching on home page: Once a service is selected the search bar is not available.
  10. I was wondering if you can point me in the right direction, I have created a self-portal for the change management process, but when I log a call using the self-portal it does not give me the option to select any of the standard, emergency, major or minor it skips this part, any suggestions how I can fix this issue? When I log a call using service manager it gives me the option to select change type but when using the service portal this option does not come up.
  11. Hi, Depending on the setup and content of a service, displaying its page in the service portal has big consequences on performance. Even when using Chrome, I can see a big difference between a simple service (3 catalogue items, no FAQs) that takes less than a second to display; and a more complete service (12 catalogue items, 14 FAQs) where it can take up to 10 seconds before something is displayed on the screen: Is there anything we can do? Could the various tabs and FAQs be loaded asynchronously to "improve" performances? Thanks!
  12. When setting up the Contact details for the Customer & Service Portals and a new language is added to the system, the details are not copied across. Consequently, each one has to be changed from the Hornbill defaults to ours. The only way to do this is: Login as English (British). Set up the details on Home > System > Manage Portals > Customise Customer Portal & Customise Service Portal. Change my language to the next one in the list. Log out Log back in again (in a language that I might not be able to read natively) Repeat steps 2 to 5 for the next 15 languages. This is tedious & time consuming in the extreme. Fortunately, we spotted this before it went live to our Customers but it could have been very embarrassing. It's not what we would have expected since there are no Language options on the configuration page. It needs to have the same options as FAQs where the language can be selected & updated individually. Or at very least, a warning where multiple languages are involved.
  13. is there a way to customize the search bar or at least change the position? from this to something like this:
  14. Just implementing Service Manager and I'm only seeing my Service Requests when I log into Service Portal, I'm NOT seeing any incidents where I'm the customer. Does anyone know if this is intentional, a setting, or a bug?
  15. We're part way through an implementation of Service Manager at the moment and are getting to grips with the Service Portal. We're coming from Supportworks and so heavily customised our self service portal, including inserting some javascript to overlay a Bomgar chat popup. I'm aware this is not possible at all at the moment, but was wondering if anyone else was using Bomgar for chat support and might like to jump on an enhancement request. We're going to be using a clickable link in a Progressive Capture as a stop gap, but would also be keen to hear people's ideas on better approaches to adding a link to the service portal. I should imagine there's all sorts of reasons people might need to link out to another site (corporate website or something maybe)
  16. 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
  17. Is there a way to shrink the size of the home page image on the Service/Customer Portal or to remove it once the user has logged in? Since going live a month ago the feedback we have had from our customers is that they have to scroll down to see their service icons due to the amount of screen taken up by the home image. Cheers Martyn
  18. As per @James Ainsworth suggestion I am posting this as a separate post to the Portal improvements Looking at the current list of portal improvements (hopefully available very soon) it all looks very promising. One thing I would like to throw into the ring as it were. Would it be possible to add hyperlinks to service tiles? We (like most companies) use a third party provider for such things as benefits and compulsory training, but want the portal to be a one stop shop for all request types. Being able to allow users to go to the single portal and select the benefits option and have it take them to our third party page would go a long way to standardise the whole thing. Similarly we use Jira for businesses changes and have had instances where people have logged requests on our portal rather than scroll down a little and find the Jira link. The ability to allow service tiles to act as hyperlinks would limit this also.
  19. Is it possible to have the list of services on the service portal expanded by default, rather than having to click 'more services'? Thanks Darren
  20. Hi, Many of my colleagues and users / customers are reporting a strange behaviour on the service portal. When they click on the link that redirects then to our service portal (https://service.hornbill.com/XXX/servicemanager/request/view/SR00053013 for example), they get redirected to the login page. When they click on the login link, SSO kicks in and they authenticate ok. However, they then arrive on the landing page and many users do not even understand they need to go onto the "My Request" tab... Anyway, is this a new issue? Are you aware of a similar issue from other customers?
  21. Hi all, Quick question: is there a limitation on the number of bulletins we can display in the service portal? I currently have 3 set up but only 2 are showing... (+ the default one) Thanks!
  22. It would be useful to have the ability to determine the scope of Bulletins on your services, very much like the options you have for the catalog items where can determine if they show on the Portal, Service Desk or Both, i.e. Customer Portal, Service Portal or Both. Cheers Martyn
  23. Hi Everybody, is there a way to customize the "All My Requests" view into the Service Portal? (arrange columns, add/remove columns)
  24. 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
  25. 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.
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