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Found 31 results

  1. 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!
  2. @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
  3. 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.
  4. Giuseppe Iannacone

    Search Bar Customization

    is there a way to customize the search bar or at least change the position? from this to something like this:
  5. davidrb84

    Incidents on Service Portal

    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?
  6. 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)
  7. 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
  8. Martyn Houghton

    Portal Home Page Image size

    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
  9. 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.
  10. Darren Rose

    Service portal config

    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
  11. 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?
  12. Lyonel

    Bulletin - Limitations?

    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!
  13. 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
  14. Giuseppe Iannacone

    All My Requests customization

    Hi Everybody, is there a way to customize the "All My Requests" view into the Service Portal? (arrange columns, add/remove columns)
  15. 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
  16. Henrik Brattlie, Manag-E

    End Users can search all Assets from Service Portal

    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.
  17. Darren Rose

    Search History on Service portal

    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
  18. It would be very helpful if images could be pasted into the description/summary-field while logging tickets from the service portal. It would be nice to have the same feature for agents as well, especially when accessing callers screens remotely. I guess this is not supported in any of the fields in progressive capture. The images should stay inline with the text in the request timeline. This would make the "forget about email, use the portal"-argument even more likely to succeed.
  19. 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
  20. Awalker

    Service Portal Form Prompt

    Good morning, I have release a new area on the service portal to specific teams in my business for requests, one thing that has been noted is when raising a request you have a box on the right with "Form Prompt", and what looks like an edit button that does not do anything, can anyone confirm if that text can be edited and what the purpose of the yellow image is for?
  21. I know there has been discussions in the past about the provision of a 'All Requests' view via the the customer and service portals and is something we raised when we assessing Service Manager prior to proceeding to move from Support Works. Now we are live, this is a common trend in the feedback we are receiving from our customers, as in 'I want to be able to see all my requests across all service' or 'In order to locate a request or one of my colleagues, I have to know which service it is under'. This is possibly has more of an impact for our customers as we have in excess or 100 services defined and most customers will be subscribed to at least 20+ of them. Are there any plans/timescales for adding in a All Request view? Cheers Martyn
  22. Hi Guys, I was wandering if anyone has seen the below error message and can give us any pointers on how to fix? or where we can look (logs etc) for any further diagnostic information, we are using single-sign-on - there seems to be no pattern to users getting this error message, its got us stumped at the minute,
  23. Lyonel

    Service portal UI issue

    Hi, Just noticed something odd on the service portal. I have a catalog item with a long title (meaningful for users). See below the configuration (image config-1.png): But when I go on the portal itself, I cannot see the full title! If the description is too long to be displayed in the tile, a "Show More" button appears. If I click on it, I can then see the title: Otherwise, you jump straight into the progressive capture. From my experience, there is a problem here. Either the size of the field "title" for the catalog item should be restricted so that it can rendered properly on the portal, or the portal needs to accommodate the size of the title. Can you please have a look? Thanks
  24. Graham1989

    Feedback Issues

    Hi, I have set up the new feedback options in Admin, however when you go to add feedback to a job in the service portal the feedback window opens with no questions and no star rating fields. As far as I can tell its set up correctly, can anyone see any reasons why it would no be working? Thanks Graham
  25. Hi, Just a random question I got from users: is it possible to set by default the tab "Active" when logging onto the service portal?
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